Frequently asked questions

Get answers to the most commonly asked questions about this product.

8am – 5pm Mon – Fri, or 24 x 7 x 364 for Severity level 1. No matter when something critical breaks, we will be here to support you!(Except on Dec. 25)

*Times listed are for the customer’s time zone. Support is not available on public holidays for IBM Entry Support and IBM Enhanced Support.


2 business hours **Response target is IBM's objective to respond to your high severity support request. In some cases the initial response could result in a resolution of your request, or it will form what additional actions are required to achieve technical resolution of your request



Yes. The Technical Contact is the individual designated by the client as the person to contact IBM for support. All communication with IBM related to the IBM Selected Support offering must be performed by the authorized Technical contact.

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