IBM Support
provides assistance with product defects, answers FAQs, and helps
you to resolve the problems that you encounter with the product.
Before you begin
After trying to find the solution to your problem by using other self-help options such as
Technotes, you can contact IBM Support.
Before contacting IBM Support, your company
or organization must have an active IBM
software subscription and support contract, and you must be authorized to submit problems to IBM. For information about the types of available
support, see the
Support portfolio topic in the
Software Support Handbook
.
Procedure
To contact IBM Support
about a problem:
- Define the problem, gather the background information,
and determine the severity of the problem. For more information,
see Getting IBM Support in the
Software
Support Handbook
.
- Gather the diagnostic information. See Troubleshooting services and diagnostic tools.
- Submit the problem to IBM Support in one of the following ways:
- Online through the IBM
Streams Support
Portal: You can open, update, and view all your service requests from the Service Request portlet on the
Service requests & PMRs page.
- By phone according to the phone number that is specified for
your region in the Directory of
worldwide contacts.
Results
If you submit a problem for a software defect or for missing
or inaccurate documentation, IBM Support creates an Authorized Program Analysis
Report (APAR). The APAR describes the problem in detail. Whenever
it is possible, IBM Support
provides a workaround that you can implement until the APAR is resolved
and a fix is delivered. IBM publishes
the resolved APARs on the IBM Support website daily so that those who experience
the same problem can benefit from the same resolution.