Contacting IBM SupportAdded by IBM on September 23, 2013 | Version 1 (Original)
|IBM® Support provides assistance with product defects, answers FAQs, and helps users resolve problems with the product.
Before you begin
After trying to find your answer or solution by using other self-help options such as technotes, you can contact IBM Support. Before contacting IBM Support, your company or organization must have an active IBM software subscription and support contract, and you must be authorized to submit problems to IBM. For information about the types of available support, see the Support portfolio
topic in the "Software Support Handbook"
To contact IBM
Support about a problem:
- Define the problem, gather background information, and determine the severity of the problem.
- Submit your problem to IBM Support in one of the following ways:
- Online through the IBM Support Portal: You can open, update, and view all of your service requests from the Service Request portlet on the Service Request page.
- By phone: For the phone number to call in your region, see the Directory of worldwide contacts web page.
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 you 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.
Resolving a problemParent topic: Troubleshooting and support
Techniques for troubleshooting problems
Searching knowledge bases
Exchanging information with IBM
Subscribing to Support updates
Follow these steps to troubleshoot the problem without using the IBM