Contacting IBM support
Here are the contacts you can use to obtain services and support for your IBM® i platform.
In general, the term service includes repair of hardware, the ability to ask usage and defect questions about your software, and on-site and remote support for any system concerns through IBM services.
Type of problem | Call |
---|---|
|
|
Software:
Hardware:
|
1-800-IBM-SERV (1–800–426–7378) |
When reporting suspected software problems, you need to provide the following information.
Contact information
Send the following contact information
that must be supplied to the IBM support center when a problem is reported
or a PTF (program temporary fix) is requested:
- Name of the person who is responsible for the repair and maintenance of the system
- Electronic mailing address of the organization
- Language code that indicates your preferred language for PTF cover letters
- IBM-assigned customer number that uniquely identifies the customer
- IBM-assigned contract number that uniquely identifies the services contract
- Telephone number
- Fax number
- Media for mailing PTFs
- Whether you want your central site support desk called by an IBM service representative or the product support center
- System type and serial number
Problem description
Include the following information
when describing the problem you are experiencing with your system:
- The name of the software product you are using, including the version and release
- The cumulative PTF level of the system
- The problem symptom
- Message numbers, messages, and return codes associated with the problem
- A list of the steps needed to re-create the problem
- A list of any actions you have already taken
- A copy of the job log
Additional information for communications problems
If the problem you are experiencing relates to a communications
error, include the following information:
- Identify all systems and locations involved in the problem.
- Identify the communications method and connection used between the systems.
- Collect messages from all systems that are involved in the problem.
- Identify any recent changes or upgrades that have been made to any of the involved systems.
Additional information for IBM i Access problems
If the problem you
are experiencing relates to the IBM i Access products, provide the following additional information:
- All systems and locations involved in the problem.
- The topology between IBM i and the client system.
- The functions of IBM i Access that you are using.
- All resources that are involved.
- The operating system of the client system.
- Any major applications that are affected by the problem.
- Hardware attachments involved in the problem.
- Any recent changes or upgrades to any involved system.
- Any messages logged in QSYSOPR or on the client system.