How to contact the IBM Support Center

The IBM® Support Center is available for various types of IBM hardware and software problems that GPFS customers may encounter.

These problems include the following:
  • IBM hardware failure
  • Node halt or crash not related to a hardware failure
  • Node hang or response problems
  • Failure in other software supplied by IBM
If you have an IBM Software Maintenance service contract
If you have an IBM Software Maintenance service contract, contact the IBM Support Center, as follows:
Your location Method of contacting the IBM Support Center
In the United States Call 1-800-IBM-SERV for support.
Outside the United States Contact your local IBM Support Center or see the Directory of worldwide contacts (www.ibm.com/planetwide).
When you contact the IBM Support Center, the following will occur:
  1. You will be asked for the information you collected in Information to be collected before contacting the IBM Support Center.
  2. You will be given a time period during which an IBM representative will return your call. Be sure that the person you identified as your contact can be reached at the phone number you provided in the PMR.
  3. An online Problem Management Record (PMR) will be created to track the problem you are reporting, and you will be advised to record the PMR number for future reference.
  4. You may be requested to send data related to the problem you are reporting, using the PMR number to identify it.
  5. Should you need to make subsequent calls to discuss the problem, you will also use the PMR number to identify the problem.
If you do not have an IBM Software Maintenance service contract
If you do not have an IBM Software Maintenance service contract, contact your IBM sales representative to find out how to proceed. Be prepared to provide the information you collected in Information to be collected before contacting the IBM Support Center.

For failures in non-IBM software, follow the problem-reporting procedures provided with that product.