Contacting IBM Storage Ceph support

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

Before you begin

When you contact the IBM Support Center:
Note: To be able to contact IBM support for server, an IBM support account is needed.
  1. 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, see Call Home.

If you have a 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.

For more information, see IBM Storage Ceph Product Support Reference Guide on IBM Support.

Procedure

  1. Log in to IBM Support page by using your IBMid and click Continue.
  2. Click Open a case.
  3. In the Open a case page, enter the following details:
    1. Select a value for the Type of support that you need.
    2. Fill in the Case title to describe your case. The maximum length of the case title is 255 characters.
    3. Fill in IBM in Product manufacturer.
    4. Fill in Storage Ceph for Product.
    5. Select your Product version.
    6. Select Severity.
    7. Fill in the Case description.
    8. If available, fill in the Client reference number.
    9. Fill in the Case contact phone number.
    10. You can choose to save your case submission as a template for future use.
    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.