Contacting IBM Support

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Need help with IBM® Envizi ESG Suite? IBM Support is here for you.

For support information, go to IBM Envizi ESG Suite Support and click Open a Case.

To open a case for Envizi ESG Suite, ensure that you enter the following product information:
  • Type of support: Select Product support.
  • Title: Enter a brief title containing the component that you are having problems within the suite.
  • Product manufacturer: IBM.
  • Product: Enter Envizi ESG Suite.
  • Severity: Select the severity of your support issue.
    • 1 - Critical business impact (production or service is down)
    • 2 - Significant impact (any system is down)
    • 3 - Minor business impact
    • 4 - Minimal impact (how-to questions, minor problems)
  • Account: Select your account name.
  • Issue type: Select the issue type from the list.
    • Access and Configuration
    • Login or Connectivity
    • Data Connectors
    • Data File or Entry Issue
    • Reporting or Dashboards
    • Data or Report Anomaly
    • General Enquiry
  • User information: Enter the user name that is used to access the system when the issue occurs.
  • Business impact: Enter the business impact that the issue is affecting. For example, meeting a specific target date, the number of users that are affected, or revenue that is impacted by the issue.
  • Description: Enter detailed information about your issue. Expand the Tips for description field section for more information about what to include in the description to expedite your case.
  • Enhanced email content: Indicate whether you want enhanced emails or basic emails.
  • Upload files: Select the files that you want to upload.
  • Case contact phone number: Enter your phone number, if not already populated.
  • Submit case: Click to open your case with support. When the case is created, a case number is assigned. Save this number while working with support. If screen shots or a diagnostic file is required for your case, you can upload your files after submitting the case.