IBM Tivoli Monitoring > Version 6.3 Fix Pack 2 > Installation Guides > Installation Guide > Support for problem solving
IBM Tivoli Monitoring, Version 6.3 Fix Pack 2
Contacting IBM Software Support
IBM Software Support provides assistance with product defects. The easiest way to obtain that assistance is to open a PMR or ETR directly from the IBM Support Assistant.
Before contacting IBM Software Support, your company must have an active IBM software maintenance contract, and you must be authorized to submit problems to IBM. The type of software maintenance contract that you need depends on the type of product you have:
- For IBM distributed software products (including, but not limited to, Tivoli, Lotus, and Rational products, as well as DB2 and WebSphere products that run on Windows or UNIX operating systems), enroll in Passport Advantage in one of the following ways:
- Online
- Go to the Passport Advantage website at http://www-306.ibm.com/software/howtobuy/passportadvantage/pao_customers.htm.
- By phone
- For the phone number to call in your country, go to the IBM Software Support website at http://techsupport.services.ibm.com/guides/contacts.html and click the name of your geographic region.
- For customers with Subscription and Support (S & S) contracts, go to the Software Service Request website at https://techsupport.services.ibm.com/ssr/login.
- For customers with Linux, iSeries , pSeries, zSeries , and other support agreements, go to the IBM Support Line website at http://www.ibm.com/services/us/index.wss/so/its/a1000030/dt006.
- For IBM eServer™ software products (including, but not limited to, DB2 and WebSphere products that run in zSeries, pSeries, and iSeries environments), you can purchase a software maintenance agreement by working directly with an IBM sales representative or an IBM Business Partner. For more information about support for eServer software products, go to the IBM Technical Support Advantage website at http://www.ibm.com/servers/eserver/techsupport.html.
If you are not sure what type of software maintenance contract you need, call 1-800-IBMSERV (1-800-426-7378) in the United States. From other countries, go to the contacts page of the IBM Software Support Handbook on the web at http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html and click the name of your geographic region for phone numbers of people who provide support for your location.
- Determine the business impact of a problem
Assess the severity and business impact of the problem that you are reporting.
- Describing problems and gathering information
When describing a problem to IBM, be as specific as possible. Include all relevant background information so that IBM Software Support specialists can help you solve the problem efficiently.
- Submitting problems
Submit problems to IBM Software Support
Parent topic:
Support for problem solving