Support for IBM Cloud Transformation Advisor

Learn how to get notifications, support, and information about support lifecycle policies for IBM® Cloud Transformation Advisor.

Signing up for notifications about IBM Cloud Transformation Advisor

You can be informed of critical IBM software support updates by using the My Notifications subscription service. For more information, see Stay up to date with My Notifications on the IBM website.

To subscribe to products of your choice, see My Notifications.

Opening a support case with IBM

Before you contact IBM Support, check the Day 2 and troubleshooting documentation.

To learn more about IBM Support, see the IBM Support Guide and the Getting Started Guide for IBM Support.

To open a support ticket, you must have an active entitlement for Mono2Micro. If you do not have an active entitlement, see Licenses under which you have entitlement to use Transformation Advisor for a list of offerings.

Before you open a support case, if you are running in a cluster, collect MustGather data about your cluster.

To open a support case with IBM, follow these steps.

  1. Go to the IBM Support site.

  2. From the menu bar on the header, click Open a case.

  3. Log in with your IBMid and password.

  4. Enter a meaningful Case Title that summarizes your problem.

  5. Select IBM as the Product Manufacturer.

  6. Select the Product through which you have a license to use IBM Cloud Transformation Advisor. Depending on your license, the product is one of the following:

    • IBM Cloud Pak for Applications
    • IBM Cloud Pak for Integration
    • IBM WebSphere Hybrid Edition
    • WebSphere Application Server for z/OS.
    • WebSphere Automation

  7. Select the appropriate Severity of the problem. For more information about problem severity, see IBM Enterprise Support Severity Definitions.

    Note: The case severity is based on the business impact of the problem. If you set the case severity as 1, you must be available 24 hours a day to work with IBM Support on the issue.

  8. Select the Account that has the entitlement for IBM Cloud Transformation Advisor.

  9. Provide a detailed Case Description of your problem. A detailed description can help support understand your problem more accurately and thus provide quicker solutions or answers. The following information is crucial:

    • IBM Cloud Transformation Advisor product version
    • Installation platform (VMware, Azure, AWS, IBM Cloud)
    • Red Hat OpenShift Container Platform version
    • Steps to reproduce the issue

  10. Collect information about your cluster. For more information about how to gather the required information, see "Must Gather" information for IBM Cloud Transformation Advisor.

  11. Upload the tar.gz file with the results of the diagnostic scan that you ran in the previous step in one of the following ways:

  12. Select the language preferences.

  13. Click Submit a case.

Note: Open a case for each problem that you need assistance with. Do not add new issues to an existing case for which you are already engaged with the support team. Clearly and completely define the issue to reduce confusion for the support team.

Understanding support lifecycle policies

IBM Cloud Transformation Advisor follows a modified IBM Continuous Delivery (CD) Software Support Lifecycle Policy.

The numbering scheme for the version of WebSphere Automation is based on the semantic versioning specification defined at: http://semver.org/.

The version numbering takes the form major.minor.patch, where:

MAJOR Number changes occur when significant changes are introduced between releases, including incompatible changes. MINOR Number changes indicate a new release. PATCH Number changes for fix updates.

IBM Cloud Transformation Advisor treats each major version (as in major.minor.patch semantic versioning) as a new IBM CD Release with new support dates. New minor and patch versions are both equivalent to an IBM "CD update package".

IBM Support is provided for the current major version (as in major.minor.patch semantic versioning) and the minor versions for the previous major version that are less than two years old

Fixes and new functionality will only be provided in the next CD update package.

For supported open source components of IBM Cloud Transformation Advisor:

If an identified problem requires a fix to an open source project, the ability to deliver this fix is contingent on the open source community project accepting and publishing the fix for the required version of the open source project.  IBM will supply reasonable effort to identify the fix and work with the community to have the fix included in an appropriate release.

For more information about IBM software lifecycle policies, see https://www.ibm.com/support/pages/node/718165.