Dealing with the IBM Support Center

Before you contact your local IBM® Support Center, ensure that the problem is appropriate for the Support Center.

Do not worry if you cannot be sure that the problem is caused by CICS® VR itself. How sure you are depends on the complexity of your organization, the experience and skill levels of your staff, and the symptoms that you are experiencing.

Many errors reported to the Support Center turn out to be user errors, errors that cannot be reproduced, or errors that are dealt with by other parts of IBM Service, such as Hardware Customer Engineering or Systems Engineering. User errors are mainly caused by mistakes in setting up or using systems. The relationships between the customer, the staff at the IBM Support Center, and the change team are illustrated in this figure: