IBM® Support provides assistance with product defects.
Before contacting IBM Support, your company must have an active IBM software maintenance contract, and you must be authorized to submit problems to IBM. For information about the types of maintenance contracts available, see the Software Support Handbook
Complete the following steps to contact IBM Support with a problem:
- Define the problem, gather background information, and determine the severity of the problem. For help, see "Getting IBM Support" at http://www14.software.ibm.com/webapp/set2/sas/f/handbook/getsupport.html.
- Gather diagnostic information. For more information, see the MustGather Support technote Collecting data Lotus Quickr 85 for WebSphere Portal. This technote explains how to automate log collection data using IBM Support Assistant Lite (ISA Lite) for WebSphere Portal. It also includes steps to manually collect trace logs and configuration data if you are unable to automate log file collection using ISA Lite.
- Submit your problem to IBM Support in one of the following ways:
If the problem 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 Software 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 web site daily, so that other users who experience the same problem can benefit from the same resolution.
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