Contacting IBM support

 

Here are the contacts you can use to obtain services and support for your System i™ platform.

In general, the term service includes repair of hardware, the ability to ask usage and defect questions about your software, and on-site and remote support for any system concerns though IBM Services.

Type of problem Call

  • Advice

  • Migrating

  • "How to"

  • Operating

  • Configuring

  • Ordering

  • Performance

  • General information

  • 1–800–IBM-CALL (1–800–426–2255)

  • 1–800–IBM-4YOU (1–800–426–4968)
Software:

  • Fix information

  • Operating system problem

  • IBM® application program

  • Loop, hang, or message

Hardware:

  • IBM system hardware broken

  • Hardware system reference code (SRC)

  • IBM input/output (I/O) problem

  • Upgrade
1-800-IBM-SERV (1–800–426–7378)

When reporting suspected software problems, you need to provide the following information.

 

Contact information

Send the following information about you and the system you are using:

  • Name of person reporting the problem

  • Mailing address

  • Telephone number

  • FAX number

  • IBM customer number, if available

  • System type and serial number

Problem description

Include the following information when describing the problem you are experiencing with your system:

  • The name of the software product you are using, including the version and release

  • The cumulative PTF level of the system

  • The problem symptom

  • Message numbers, messages, and return codes associated with the problem

  • A list of the steps needed to re-create the problem

  • A list of any actions you have already taken

  • A copy of the job log

Additional information for communications problems

If the problem you are experiencing relates to a communications error, include the following information:

  • Identify all systems and locations involved in the problem.

  • Identify the communications method and connection used between the systems.

  • Collect messages from all systems that are involved in the problem.

  • Identify any recent changes or upgrades that have been made to any of the involved systems.

Additional information for iSeries Access problems

If the problem you are experiencing relates to the iSeries™ Access products, provide the following additional information:

  • All systems and locations involved in the problem.

  • The topology between iSeries and the client system.

  • The functions of iSeries Access that you are using.

  • All resources that are involved.

  • The operating system of the client system.

  • Any major applications that are affected by the problem.

  • Hardware attachments involved in the problem.

  • Any recent changes or upgrades to any involved system.

  • Any messages logged in QSYSOPR or on the client system.

 

Parent topic:

Overview: Reporting problems
Related reference
Directory of worldwide contacts