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
  • Advice
  • Migrating
  • "How to"
  • Operating
  • Configuring
  • Ordering
  • Performance
  • General information
  • 1–800–IBM-CALL (1–800–426–2255)
  • 1–800–IBM-4YOU (1–800–426–4968)
Software:
  • Fix information
  • Operating system problem
  • IBM application program
  • Loop, hang, or message
Hardware:
  • IBM system hardware broken
  • Hardware system reference code (SRC)
  • IBM input/output (I/O) problem
  • Upgrade
 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.