Contacting IBM Support Center

The IBM® Support Center is available for various types of IBM software problems that IBM Storage Fusion customers might encounter.

Before you begin

Points to note when you contact the IBM Support Center:
  1. For IBM Storage Fusion, a serial number is not required.
  2. Based on your issue, collect appropriate log files and diagnostic data.
  3. IBM Support provides a time period within which IBM representative returns your call. Be sure that the person that you identified as your contact can be reached in the phone number.
  4. An online case gets created to track the problem you are reporting. Note down the number for future reference and communication. If you need to make subsequent calls to discuss the problem, use the number to identify the problem.

About this task

If you enabled Call Home, then it connects your system to service representatives who can monitor issues and respond to problems efficiently and quickly to keep your system up and running. Enabling Call Home significantly improves your IBM Support experience. For more information about Call Home and Service level in Call Home, see Enabling Call Home.

If you have Software Maintenance service contract, then use this procedure to open a case on IBM Support site.

The following table lists alternative ways of contacting IBM Support Center:
Your location Method of contacting the IBM Support Center
In the United States Call 1-800-IBM-SERV for support.
Outside the United States Contact your local IBM Support Center or see the Directory of worldwide contacts (www.ibm.com/planetwide).

If you do not have an IBM Software Maintenance service contract, then contact your IBM sales representative to find out how to proceed. For non-IBM failures, follow the problem-reporting procedures provided with that product.

Procedure

  1. Log in to IBM support page by using your IBMid and click Continue.
  2. In Let's troubleshoot, click Open a case tile.
  3. In the Open a case page, enter the following details:
    1. Select a value for the Type of support that you need.
    2. Enter the Case title to describe your case. The maximum length of the case title is 255 characters.
    3. Enter IBM in Product manufacturer.
    4. Enter Storage Fusion for Product.
    5. Enter Product version.
    6. Select Service Type.
    7. Check Address where product is located.
    8. Select Severity.
    9. Enter System down (yes or no).
    10. Enter Failing Component (Software or Hardware)
    11. Enter Account name and Case description.
    12. Enter Case contact phone number.
    13. You can Add team members based on the need.
    Note: If a diagnostic file is required for this case, you can upload it after you submit this case.
  4. Go through the terms and conditions and click Submit case.