Support for Enterprise Application Runtimes

Signing up for notifications about Enterprise Application Runtimes

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, 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 Enterprise Application Runtimes. If you do not have an active entitlement, see install-ordering.html 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 Enterprise Application Runtimes as the Product for which you need assistance from the support team.

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 Enterprise Application Runtimes.
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:
   • Enterprise Application Runtimes product version
   • Installation platform (VMware, Microsoft Azure, Amazon Web Services (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 necessary information, see Collecting support information about the cluster .
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:
    • Upload a file during the case creation
    • Send large files to Enhanced Customer Data Repository (ECuRep)
12. Select the language preferences.
13. Click Submit a case.

Understanding support lifecycle policies

Enterprise Application Runtimes has a modified IBM Continuous Delivery (CD) Lifecycle Policy.

The numbering scheme for the version of Enterprise Application Runtimes is based on the semantic version specification that is defined at the Semantic Versioning website.

Enterprise Application Runtimes uses a modified continuous delivery lifecycle policy. Enterprise Application Runtimes is composed of several bundled products (programs) and components. The bundled products and components can be used separately from one another, except where otherwise stated by the license. Individual versions or releases of the bundled products continue to follow their own individual upstream support lifecycles.

For more information, see the Enterprise Application Runtimes support lifecycle.

For more information about IBM software lifecycle policies, see IBM Software Lifecycle Policies.

Viewing support lifecycle policies for bundled products and components

To view the support lifecycle policies for the bundled products and components in Enterprise Application Runtimes, click the corresponding links in the following table.