Customer service

The Shopz team is committed to providing a positive z Systems software customer experience.

We're here to help our customers

To get started, select your country for contact information

We recommend you to open the case on IBM Technical Support rather than calling the hotline (1-800-426-7378) to save the waiting time on phone.

Shopz availability / Service orders

The website is available 24/7, except for maintenance.
[Check maintenance schedules]

For questions or help with issues concerning website access, order downloads or service order status, contact IBM Technical Support (1-800-426-7378) to open a case by choosing 'Shopz' as the product.

Shopz L2 Support working time: Monday - Friday, North America 9:00 am - 5:30 pm EST, EMEA 9:00 am - 5:30 pm CET, AP 9:00 am - 5:30 pm UTC+8.

Entitled product orders

For questions or issues regarding the status of entitled software product orders (no charge refreshes) Contact Shopz Level 1 Support Team at Monday - Friday, 8:30 am - 7 pm ET.

You may be asked to provide your Shopz ID, order number and the error message you are receiving.

Kyndryl users

For Kyndryl users with questions on how to request access to ShopZ again.
[Check Kyndryl users instructions]

Non-Entitled product orders

For questions that include any non-entitled products (new licenses) or special instructions, contact the telesales z System software team at 1-800-426-2255.

Software license discrepancies

To correct discrepancies in your software license records, contact IBM worldwide customer support.

Package installation

For questions or issues, contact IBM Technical Support (1-800-426-7378) to open a case for the appropriate package type (e.g. ServerPac / CBPDO).

Apply, accept and post-installation

For questions or issues, contact IBM Technical Support (1-800-426-7378) to open a case for the appropriate product (e.g. z/OS / DB2).


Customer security

We are committed to online security. With Shopz, your personal information, including your name and address, is protected.

Personal information provided to Shopz is encoded using Secure Sockets Layer (SSL) technology, a powerful encryption protocol that protects data as it travels over the Internet. All transactions on Shopz are encrypted using a digital certificate issued by DigiCert Inc, which ensures your data can only be read by Shopz. As long as your browser displays its secure mode symbol(key or closed lock), your information will be transmitted safely.

We recommend using either Firefox 104 or Chrome 104 or higher, both of which enable SSL. For best results, enable JavaScript in your browser preferences while using Shopz.

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Call us at 1-866-261-3023 | Priority code: z Systems