Contact IBM Support

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Contact IBM Support for assistance with TS7785 issues.

Before you begin

Before contacting IBM Support, gather the following information:
  • TS7785 system serial number and model information. This information can be found in the TS7785 GUI using the About action in the Help menu in the banner.
  • Detailed description of the problem, including when it started and any error messages
  • Steps already taken to troubleshoot the issue
  • Impact on operations (severity level)
  • Your contact information

About this task

IBM Support provides technical assistance for the IBM products, services, and software you own.

Open a case if you need assistance with TS7785 issues, or if you have questions. Alternatively, contact IBM Support via the Directory of Contacts.

Procedure

  1. To open a support case through the IBM Support portal, go to https://www.ibm.com/support.
  2. Click Open a Case.
  3. Select the type of support.
  4. Type a case title.
  5. Select the product information.
  6. Select the severity level based on the impact to your operations:
    • Severity 1: Critical business impact, production or service is down
    • Severity 2: Significant business impact, any system is down
    • Severity 3: Minor business impact, minor functions impaired
    • Severity 4: Minimal business impact, how-to questions, minor problems
  7. Write a case description.
  8. Select your preferred language.
  9. Type your Client reference number, and your Case contact number.
  10. Click Submit case and note the case number for future reference.

Results

You have contacted IBM Support and opened a support case. An IBM support representative will respond according to the severity level and your support contract terms. You will receive updates through the IBM Support portal and via email.

What to do next

Monitor the support case status through the IBM Support portal. Respond promptly to any requests for additional information from the support team. Keep the case number for reference in all communications with IBM Support. After the issue is resolved, provide feedback on the support experience to help IBM improve support services.