Opening a support case

You might run into a situation in which you have to contact IBM® support because you cannot solve an issue by yourself.

1. In a web browser, go to https://www.ibm.com/mysupport/s.
2. Click Open a case.
3. Log in with your IBM ID and password.
4. Under Type of support, leave Product support selected.
5. Enter a title in the Case title field that summarizes your problem.
6. Under Product information, select IBM from the drop-down list labeled Product manufactureri
7. I the Product field, type Data Gate on Cloud.
8. If the Register for support window comes up, click Close.
9. Under Severity and account information, select the severity (radio button) that best matches your problem severity.
10. Under Case description, type a problem description in the Description field.
11. From the Select your preferred language drop-down list, select the preferred language of communication.
12. Selecting Yes or No, specify whether you agree to hold the conversation in English.
13. Specify whether you want enhanced emails or basic emails. Make sure to read the explanation on the screen. Then select one of the following radio buttons:
    • Yes, I want Enhanced emails
    • No, I want Basic emails
14. Under Attachments and team members, type the appropriate number in the Client reference number field (that is, if you have such a number).
15. Type your preferred phone number in the Case contact number and Ext fields.
16. Under Case Template, check Save this case as a template for future use if you want to reuse the data you entered for different cases in the future. If you checked the box, also type a name for the template in the Case template title field.
17. Click Submit case.

IBM support will contact you by using the provided email address or phone number. IBM support might ask you further information related to the case, such as trace files or logs. Wait for specific instructions. You find information on how to generate the requested information in Collecting diagnostic information.