Whether you are a new user looking for basic information, or an experienced user looking for a specific workaround, you can benefit immediately from IBM's extensive Web-based support. Download fixes, search on keywords, find how-to information, and possibly solve a problem -- all before contacting IBM Software Support directly.
Follow these steps to get help with WebSphere Application Server:
Try to recreate the problem. Document the following:
- Steps you took to recreate the problem, and any symptoms or error messages you observe.
- Recent changes that have been made to your processing environment, such as hardware or software that has been added or removed.
- System configuration updates.
When contacting IBM Software Support, an accurate description will ensure your problem is routed to the appropriate product specialist for a quicker resolution.
The problem might already be documented and resolved, so check these product support resources to see if the answer you are looking for is available:
Information Centers and Release Notes
Information Centers provide fast, centralized access to WebSphere Application Server product information, available in multiple languages and updated regularly. The problem might also be documented in the release notes and in the readme file packaged with the product.
WebSphere Application Server and related product support
Access APARs, Technotes, and fixes, register to receive e-mail notifications about technical alerts or new downloads, and use an advanced search feature that searches all IBM knowledge bases, such as Redbooks and Information Centers.
Register to receive e-mail notification about critical issues, IBM product updates, and items of interest.
Software and hardware prerequisites
Verify the product release and major update requirements for the software you are running:
The gateway to WebSphere technical information for developers and administrators, featuring:
For distributed users with active IBM Passport Advantage maintenance agreements, you can submit problems to IBM Software Support. IBM's software support strategy combines software subscription (upgrade protection) and remote technical support in a single, easy-to-buy feature included in the license acquisition for all distributed software products.
For zSeries users with installations that have access to IBMLink, an interactive online database program, you can:
Our software specialists need all the relevant information about the problem to help you efficiently. Capturing MustGather information will save you time in the rediscovery process (Support level 1) and proceed more quickly to the problem determination stage (Support level 2).
You must assign a severity level to the problem when you report it, so it is important to understand the business impact of the problem you are reporting. The following table displays the four different severity levels as defined by the Software Support Handbook.
|IBM Software Support severity levels|
|Severity 1||Critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution.|
|Severity 2||Significant business impact: The program is usable but is severely limited.|
|Severity 3||Some business impact: The program is usable with less significant features (not critical to operations) unavailable.|
|Severity 4||Minimal business impact: The problem causes little impact on operations, or a reasonable circumvention to the problem has been implemented.|
You can contact IBM Software Support online:
You can also contact IBM by phone. Refer to the IBM software support contacts page for phone numbers that service your location.
When a software defect, documentation error, or documentation gap is identified, an Authorized Program Analysis Report (APAR) will be created by IBM Software Support, describing the problem in detail, along with any necessary diagnostic documentation that you might be asked to provide.
Closed APARs are published to the WebSphere Application Server and related product support pages daily, so customers experiencing similar problems can benefit from the same resolutions.
If you cannot find the information you need, we will help you. We can help with WebSphere Application Server-specific, task-oriented questions in the following areas:
Use the PMR process described in step 6 to submit any questions.
IBM Software Support is committed to providing superlative customer service and we want your feedback. We monitor responses obtained through customer pop-up surveys and from feedback mechanisms at every step in the process to determine how we are doing and ways to improve your support experience. Please take advantage of these facilities to tell us what you think.
If you need to escalate a PMR:
If you need to reopen a PMR/Incident/Support Case:
Deepen your WebSphere knowledge, expand your skills, and apply best practices with expert assistance from IBM Software Services for WebSphere. The mission of this team of product specialists, who have access to product development and support personnel, is to accelerate the use of WebSphere technologies by customers, IBM Global Services and Business Partners. As an integral part of all software sales, IBM Software Services for WebSphere provides worldwide support for WebSphere products through a set of services that make it easy to design, build, test and deploy applications for e-business. Together with the WebSphere Education team, they can also help structure an education program that is right for you.