Support overview

This procedure guides users through the steps to open a support case on the IBM Support portal.

Procedure

  1. Go to the IBM Support Case Creation page.
  2. Select the Type of support you require and enter a Case title.
  3. Provide Product information, including the product manufacturer and product name.
  4. Select the appropriate Severity level based on the business impact:
    1. Severity 1 – Critical business impact (production or service is down)
    2. Severity 2 – Significant impact (any system is down)
    3. Severity 3 – Minor business impact
    4. Severity 4 – Minimal impact (how-to questions, minor problems)
  5. Enter a detailed Case description explaining the issue.
  6. Choose your preference for email notifications: Basic or Enhanced.
  7. Attach any relevant files and add team members if needed.
  8. Optionally, check Save this case as a template for future use to reuse common fields.
  9. Click Submit case to send your request to IBM Support.