Quarter end support information for both e-config Cloud and Classic

e-config Classic Power will sunset on Oct 17th. Read about support and training being offered.

User information

IBM Configurator for e-business (e-config) overview

This page contains information to help you use e-config. As you get started:

  • Review the features of the IBM Configurator for e-business that are available to you.
  • Review the list of models supported by the tools.
  • Use the folder tabs above to find more details about e-config, including installation instructions and workstation requirements.

Features

Use the IBM Configurator for e-business to:

  • Configure and upgrade IBM systems and subsystems.
  • Configure multiple product lines with just one tool.
  • Visit only the screens you need, rather than all product categories and configuration options.
  • View all your selections from a high level without moving backward.
  • View list prices as the configuration is being constructed.
  • Use system diagrams to review expansion options, explore configuration alternatives, and know immediately that it will all work together for an optimal solution.

Models supported

IBM users and Business Partners worldwide, as well as some customers in the Americas, can configure these solutions using the IBM Configurator for e-business:

  • IBM POWER Systems
  • IBM Z
  • IBM Storage
  • IBM Services

Workstation requirements

Minimum hardware and software requirements

NOTE: Running other applications which demand memory and processor cycles concurrent with IBM Configurator for e-business may have an adverse effect on system performance. For such situations, it is recommended that memory be added to the minimum required, and a faster processor used.

Your workstation should meet or exceed the following hardware and software requirements:

  1. Recommended hardware requirements
    • 1.2 GHz CPU (For Windows 8.1, support for PAE, NX, and SSE2 is required, more info)
    • 4 GB RAM (32-bit) or 8 GB RAM (64-bit)
    • 500 MB free disk space for e-config
    • Network interface: 10 MB for LAN connection
  2. Software Requirements - Operating System:e-config is SUPPORTED only on these operating systems/editions:
    • Microsoft Windows 10 Enterprise and Pro - not including touch screen support
  3. Additional Software Requirements:
    • 32-bit Java Runtime Environment (JRE) 1.8.x and higher
    • For web updates and CPF functions, one of the following supported web browsers:
      • Microsoft Internet Explorer version 10.x and 11.x
      • Mozilla Firefox 38.x or higher
      • Google Chrome 42.x or higher (for single-user account installation)
    • For viewing the PDF version of the User's Guide: Adobe Acrobat Reader 9 or X is recommended
    • For placing orders through VM applications, one of the following host emulators (used for CPF VM file transfer):
      • Personal Communications Manager 5.9 Fix Pack 2 or higher and communication APIs
    • To use JAWS with e-padm, Java Access Bridge 2.0.2 is required.

Please see this Freedom Scientific Support page for installing the Java Access Bridge to work with JAWS.  Please see the Oracle webpage for general information on the Java Access Bridge.

MAC and Linux

Mac users that install VMware Fusion or Parallels with supported Windows 10 versions can install e-config in their Windows environment and use the application as they do today on a native Windows Platform.

Linux Redhat user can install Windows 10 on a KVM.  Any other virtualization platforms are considered best effort.

Operating systems not supported

  • e-config is  NOT SUPPORTED on these operating systems and editions:
    • Microsoft Windows 10 Home, Mobile (all editions), IoT (all editions)
    • Any Windows Server version
    • Microsoft Windows 8.0, 8.1 all editions
    • Microsoft Windows 7, all editions as of January 2020
    • Any MAC OS/OS X3s
    • Any native MAC OS
    • Any native Linux OS

Where to get help with e-config

Report a defect with e-config

Contact the IBM help desk

  1. Use Feedback menu option within e-config
  2. Email the help desk
  3. Call the help desk via phone

Help completing a configuration for my customer

Find additional help and support contact information

Get help with authority and access issues for your IBM ID

Get help accessing a price file

Find an existing RPQ, request a NEWRPQ or request an RPQ

  • Find an existing RPQ via IBM OIM
  • Request a NEW RPQ - IBM Marketing focal point will create a request using a Lotus Notes application on the IBM intranet
  • IBM Marketing focal point makes request to IBM product owner and a Program Change Request (PCR) is opened on their behalf

Patches and fixes to resolve urgent configuration for customer

If you need a patch to resolve an open e-config defect ticket impacting an urgent configuration for a customer. You cannot wait for a fix to be provided in a future e-config release. The patch can be a new request to create one or a request to provide you with one already available.

  • Contact IBM Help Desk and provide them: 1- the ticket number and 2- a brief justification for needing the patch/zip file prior to the delivery of a fix in an upcoming e-config release
  • Download and install the available patch file from the e-config Classic model patches location.

Find information or comment on an IBM Configurator subject or project

Help installing or updating e-config

Portals to access e-config

Business Partners - PartnerWorld

  1. Go to the PartnerWorld site.
  2. If you are not a member of PartnerWorld, you will first need to join by clicking the Join button.
  3. As a member, you can click PartnerWorld Member sign-in.
  4. Enter your IBM ID and Password in the fields provided, and click OK.
  5. Click Quick Links then select Configurators.
  6. Select Access e-padm under IBM Configurator for e-business (e-config). If you are associated with more than one company, a page will be displayed to select the company. Select the company and click Submit.
  7. You should now be at the e-padm home page.

Business Partners -  Partner Commerce / Servers (PC/S)

  1. Go to the PartnerCommerce/Servers site.
  2. Select the appropriate application, then select your country and language and click Continue
  3. Enter your IBM ID and Password in the fields provided, and click Sign In.
  4. Under Related Links on the navigation menu to the left, choose eConfig Mobile.
  5. After a short wait for redirection, you should be at the e-padm home page.

Business Partners  - LinkWeb (registered EMEA  users)

  1. Go to the LinkWeb site.
  2. On the page entitled EMEA Order Support click on e-config.
  3. Enter your IBM ID and Password in the fields provided,and click OK.
  4. If necessary, Select your preferred Link User ID and sign-in using your Web Identify and Password.
  5. You should now be at the e-padm home page.

Customers in North America with Business Partner IDs - IBMLink

Customers in North America with Business Partner IDs can access the IBM Configurator for e-business using the IBMLink web site.

  1. Go to the IBMLink site.
  2. Sign-in with IBM ID and Password.
  3. If you do not have an IBM ID, you will first need to obtain one by clicking register now on the Sign in page.
  4. Enter your IBM ID and Password in the fields provided on the Sign in page, and click Submit.
  5. Under the Installation and configuration section on the Purchase/upgrade tools page, click Install/update the e-config application (e-config).
  6. On the e-config page, click Submit.
  7. You should now be at the e-padm home page.

IBM employees

IBM employees can access e-config.

Contacting the IBM help desk for support

Guidance to help you resolve issues you are facing with e-config

Check to see if the problem has been reported

Check to see if your issue is already reported in the e-config on Cloud daily defect report or e-config Classic daily bug report (links below).  If you do not find your issue listed, you can submit a feedback through e-config or contact the help desk.

If you find you issue, you can do one of the following options.  

  1. Wait until the defect is delivered in an e-config release and take no other actions. Watch the daily bug report for planned release dates and the Flash notifications for the actual release content.
  2. If you want to be notified if a patch becomes available, contact your help desk by phone or email asking for a new ticket to be opened for the same defect (give ICIIN#) but under your name requesting if a patch is created that the help desk inform you directly.
  3. If you see that a patch is available, and the fix is urgently needed, contact your help desk by phone or email asking for a new ticket to be opened for the same defect (give ICIIN#) and that you need the patch that is available along with the patch install instructions ASAP.

Submit a feedback through e-config

The feedback function provides a means for reporting all non-critical (severity 2 through 4) problems to the help desk by opening a feedback from within the application. This is the recommended feedback function because the tool automatically collects pertinent data for problem determination based on your current configuration. Report all critical problems by telephone to the help desk.

If you submit a severity 1 feedback, please note the severity in the message. 

To determine the severity of the problem, please consult the Problem severity definitions.

To submit feedback from the e-config:

  1. With e-config open, click Help --> Feedback on the top menu bar.
  2. Complete the Feedback form using the User Information, Additional files, and Problem description tabs. Required fields are highlighted in red and files to accompany the feedback are clearly identified.
  3. Click Send now to submit your feedback.

Contact your geography help desk

When contacting your geography help desk, please be prepared to provide information required for problem determination and resolution.  

Geography email and phone numbers can be found in the geography support section of this page.

You can also continue to use existing support groups such as Techline, PartnerLine, or your Client Representative.

Help desk support for your geography

Phone and email support for e-config

Asia Pacific South

If you are able to, please consider reporting severity 2-4 problems through the Feedback function within e-config.

E-mail support

To report a problem, send a note to apcrmhd@my.ibm.com.  Please include any supporting files, especially the CFReport file, that would help to recreate the problem.  

Phone support

Telephone support is available at the following telephone numbers. 

  • Australia (English) 1800 637 713
  • China (North) 10 800 61 00126
  • China (South) 10 800 26 10126
  • Hong Kong (Cantonese) 800 933 594
  • India 61-2-9407-9452
  • Indonesia (English) 001 803 614 23
  • Malaysia (English) 1800 80 1999
  • New Zealand (English) 0800 44 4714
  • Philippines (English) 1234-616-784-772
  • Singapore (English) 00798 611 2156
  • South Korea (Korean) 00798 611 2156
  • Taiwan (Mandarin) 0800 611 256
  • Thailand (English) 001 800 611 2159

Europe, Middle East and Africa

If you are able to, please consider reporting severity 2-4 problems through the Feedback function within e-config.

E-mail support

To report a problem, send a note to econen@ie.ibm.com.  Please include any supporting files, especially the CFReport file, that would help to recreate the problem.  

Phone support

Telephone support is available at the following telephone number. 

  • English +353-181-56819

Japan

If you are able to, please consider reporting severity 2-4 problems through the Feedback function within e-config.

In Japan, the focal point for all application help for Business Partners is PartnerLine.  Direct access methods, such as those listed below in this document, are not open to Business Partner users. Business Partners should call PartnerLine and tell the operator that this call is e-config related and they will transfer them to the e-config help desk.

Latin America

If you are able to, please consider reporting severity 2-4 problems through the Feedback function within e-config.

E-mail support

To report a problem, send a note to ecfgl1@us.ibm.com.  Please include any supporting files, especially the CFReport file, that would help to recreate the problem.  

Phone support

Telephone support is available at the following telephone number. 

  • All of Latin America 416-774-4806

North America

If you are able to, please consider reporting severity 2-4 problems through the Feedback function within e-config.

E-mail support

To report a problem, send a note to ecfgl1@us.ibm.com.  Please include any supporting files, especially the CFReport file, that would help to recreate the problem.  

Phone support

Telephone support is available at the following telephone number. 

  • English 1-888-293-3872

IBM internal users

If you are able to, please consider reporting severity 2-4 problems through the Feedback function within e-config.

E-mail support

To report a problem, send a note to ecfgl1@us.ibm.com.  Please include any supporting files, especially the CFReport file, that would help to recreate the problem.  

Phone support

Telephone support is available at the following telephone number. 

  • North America 1-888-IBM-HELP
  • Latin America 416-774-4806
  • Europe, Middle East and Africa telephone support is available via the help desk.  Go to Help@IBM website and select Contact support for your country phone number.
  • Australia (English) 1800 637 713
  • China (North) 10 800 61 00126
  • China (South) 10 800 26 10126
  • Hong Kong (Cantonese) 800 933 594
  • India 61-2-9407-9452
  • Indonesia (English) 001 803 614 23
  • Japan (available in Japanese and English) 098-941-6640
  • Malaysia (English) 1800 80 1999
  • New Zealand (English) 0800 44 4714
  • Philippines (English) 1234-616-784-772
  • Singapore (English) 00798 611 2156
  • South Korea (Korean) 00798 611 2156
  • Taiwan (Mandarin) 0800 611 256
  • Thailand (English) 001 800 611 2159

Problem severity definitions

Use the information below to help determine the severity of the issue you are reporting for e-config.

Severity 1

A problem will be considered Severity 1 when it affects multiple users, is a pervasive problem which puts IBM revenue at risk or causes legal exposure to IBM, or causes a total loss of service for multiple users. For cases where the problem is being reported by a single end user, the problem will be treated as a Severity 1 problem in cases where a critical business situation exists or there is a total loss of service for that end user (e.g. Critical business deadline, breach of security, legal requirement, customer relationship). Once the resolution or workaround has been provided to the single end user, the Severity 1 problem will be downgraded to a Severity 2 problem and the appropriate Severity 2 guidelines will be followed.

For all Severity 1 issues, the end user will provide a contact with phone number who will be available for at least one hour after reporting the problem, in case support requires additional information to continue working the problem. If support needs to contact the end user for the above reason and the end user cannot be reached, the problem will be lowered in Severity until the end user responds back to support. This lowering of Severity enables the support teams to be able to maintain agreed to Severity 1 SLO resolution objectives. If a response is received the problem will be returned to its original Severity 1 rating.

Problems meeting this criteria are to be called into the Help Desk by the end user and should not be sent in as email or feedback.

  • Severity 1 examples:
    • Application is unusable and no workaround exists.
    • Application output is corrupted and is not at all usable.
    • Problem is pervasive and affects most users of the application.
    • Customer experiences a total stoppage of work.
    • Problem creates a major financial or business controls exposure for IBM or the end user.
  • Severity 1 Configurator examples:
    • System ABENDs or hangs when the user has taken a valid action which is required to complete the configuration being attempted.
    • Missing product line or series of products (machine type/model).
    • No output or no CFReport or an error in the CFReport is causing a hard stop in the process.

Severity 2

A problem will be considered a Severity 2 issue when the application is usable but severely restricted . This is normally the highest Severity given to a problem affecting a single individual.

Problems meeting this criteria should be e-mailed into the Help Desk by the end user and should not be called in.

  • Severity 2 examples:
    • Application is available but a major process is impacted.
    • Short-term workaround has been developed and provided to the customer.
    • Work can continue although quality and productivity are impacted.
    • Problem is not pervasive, affects some users of the application.
  • Severity 2 Configurator examples:
    • Missing feature code.
    • Invalid feature code orderable.
    • Missing single product (machine type/model).
    • Invalid product (machine type/model) orderable.
    • Output or CFReport is incorrect (may contain invalid product or feature code, may have been generated by system.).
    • Price missing or showing as N/A (only valid if using a system where prices are required/generated).
    • Feature exchanges incorrect (creates an environment where customer is overcharged or IBM is underpaid).
    • A hard stop in the order process occurs because less than the minimum or more than the maximum quantity is required to be configured.
    • An individual user is unable to complete an e-config initial installation.
    • An individual user is unable to complete an e-config update.
    • Inventory retrieval is not working successfully for a single specific customer installed system.

Severity 3

A fixable problem, degradation of a non critical system, application or access function. Indicates the application is usable, but with limited functions which are not critical to the overall operation. 

Problems meeting this criteria should be e-mailed into the Help Desk by the end user and should not be called in.

  • Severity 3 examples:
    • Application is available but a minor process is impacted.
    • Long-term workaround has been developed and accepted by the customer.
    • Impacts to quality and productivity are minor.
    • Problem affects few users of the application.
  • Severity 3 Configurator examples:
    • Cannot order maximum quantity
    • Default quantity is too low (but is still above the minimum and below the maximum).
    • Price missing or showing as N/A (when not using a system where prices are required/generated).

Severity 4

Low-level problems that do not impact the user's ability to work. Indicates a minor problem with limited impact, or that an acceptable circumvention to a problem has been found. 

Problems meeting this criteria should be e-mailed into the Help Desk by the end user and should not be called in.

  • Severity 4 examples:
    • Cosmetic problem with the application such as a punctuation or grammatical error.
    • Quality and productivity are not impacted.
    • Very small if any real impact to any user.
    • Workstation does not meet the minimum requirements for e-config or is an unsupported platform.
  • Severity 4 Configurator examples:
    • Spelling errors.
    • Irrelevant messages.
    • Request for a New Requirement.