Contacting Support

Edit online
Draft comment:
This topic only applies to BAW, and is located in the BAW repository. Last updated on 2025-03-13 12:15
IBM® Software Support provides assistance with product defects.

Before you begin

To take advantage of unique Support features, see the IBM Business Automation Workflow support page. The Support Page contains the latest information on fixes and downloads, educational resources, and commonly encountered problems and their solutions.

Before contacting IBM Software Support, your company must have an active IBM software subscription and support contract, and you must be authorized to submit problems to IBM. The type of software subscription and support contract that you need depends on the type of product you have. For information about the types of software subscription and support contracts available, see Enhanced Support in the Software Support Handbook site listed in the Related Topics section.

To contact IBM Software Support with a problem, perform the steps in the Procedure section.

Procedure

  1. Define the problem, gather background information, and determine the severity of the problem. For help, see the Contacting IBM in the Software Support Handbook.
  2. Gather diagnostic information.
    When explaining a problem to IBM, be as specific as possible. Include all relevant background information so that IBM Software Support specialists can help you solve the problem efficiently.

    For information that IBM Support needs in order to help you solve a problem, see the IBM Business Automation Workflow MustGather technote. You can use the IBM Business Automation Workflow plug-in for the IBM Support Assistant to capture the data and send it to IBM.

    Note: If you are able to determine that the problem is purely with underlying WebSphere® Application Server functionality, consider requesting assistance specifically from the WebSphere Application Server Support team rather than the IBM Business Automation Workflow team. For information that IBM Support needs in order to help you solve a WebSphere Application Server problem, see the WebSphere Application Server MustGather Technote.
  3. Submit your problem to IBM Software Support in one of the following ways:
    • Using IBM Support Assistant: See the IBM Support Assistant topic.
    • Online: Open a service request on the IBM Software Support site using the Electronic Service Request (ESR) tool.
    • By telephone: For the telephone number to call in your country or region, go to the contacts page of the IBM Software Support Handbook on the Web and click the name of your geographic region.

Results

If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM Software 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. Support will work and communicate with you on the progress and deliver the fix once it is completed. Additionally, once completed, IBM will also publish the resolved APARs on the Software Support Web site, so that other users who experience the same problem can benefit from the same resolution.

What to do next

IBM Software Support specialists often use the IBM Assist On-site live, remote-assistance tool to help with problem determination, data collection, and problem resolution. Read the IBM Assist On-site External link opens a new window or tab website for information on how to prepare your machine for a remote-assistance session.