Where to get help with e-config

Report a defect with e-config

There are several ways to open a ticket to e-config.

  1. Use "Ticket" located at the bottom right within all e-config on Cloud pages
  2. Email the help desk
  3. Call the help desk via phone

Help completing a configuration for my customer

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

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.  If you do not find your issue listed, you can submit a Ticket through e-config or contact the help desk.

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

  1. Check the e-config on Cloud Release Notes to determine if the reported problem has been fixed.  If it is not in the list, wait for it to show in the release notes.
  2. Check to see if the problem has already been reported by looking at the e-config on Cloud daily problem report

Report a problem to e-config

The Ticket function provides a means for reporting all problems to the help desk by opening an issue from within the application. This is the recommended reporting method because the tool automatically collects pertinent data for problem determination based on your current configuration.  You can also contact the Help Desk directly using the information the Help desk support for your geography section below.

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

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

To raise an issue in e-config on Cloud:

  1. With e-config open, click Ticket on the lower right side of the e-config page.
  2. Complete the form and attach any additional files that will help to identify the issue.
  3. Click Create Ticket to submit.

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.