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Contact IBM Support

IBM Support provides assistance with product defects, answers FAQs, and helps users resolve problems with the product.

After trying to find the answer or solution by using other self-help options such as technotes, we can contact IBM Support. Before contacting IBM Support, your company or organization must have an active IBM software subscription and support contract, and we must be authorized to submit problems to IBM. For information about the types of available support, see the Support portfolio.in the "Software Support Handbook".

To contact IBM Support about a problem:

  1. Define the problem, gather background information, and determine the severity of the problem. See Get IBM support.in the Software Support Handbook.

    Use the ISA and ISA lite tools to perform these tasks for you. Alternatively, we can collect the necessary information yourself without using IBM Support tools.

  2. Submit the problem to IBM Support in one of the following ways:

    • Online through the IBM Support Portal: We can open, update, and view all of the service requests from the Service Request portlet on the Service Request page.

    • By phone: For the phone number to call in the region, see the Directory of worldwide contacts web page.


Results

If the problem that you submit is for a software defect or for missing or inaccurate documentation, IBM Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Whenever possible, IBM Support provides a workaround that we can implement until the APAR is resolved and a fix is delivered. IBM publishes resolved APARs on the IBM Support website daily, so that other users who experience the same problem can benefit from the same resolution.


Parent topic:
Troubleshoot support