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Should I open a proactive or preemptive Support Case with IBM?
Short answer: No.
IBM Watson Commerce offerings' Remote Technical Support teams appreciate your preparations and planning for events such as maintenance installation, new code deployments, site go-lives and launches, major promotions or peak sales periods, including holiday sales. IBM is committed to your success and we remain at the ready to assist should the need arise.
Generally speaking, a proactive Support Case is not necessary and could even delay response if an emergent situation arises. For example:
For these reasons and more, we do discourage the use of a proactive Case, it is not considered to be a "best practice" unless it is just to inform us of the event for our awareness and then close out the case.
Our recommendation is for you to notify your IBM Account Representative, IBM Business Partner or Accelerated Value Leader (AVL) of the planned event and request that they generate an internal alert for all affected IBM product support teams.
We also recommend that you prepare a summary of the anticipated event. Explain the system(s) impacted (including product version, fix pack level and any recent changes), any specific dates or milestones for the event, as well as any specific contact information so that if something does happen, the basic information is ready to provide if a Support Case or service alert is needed.