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Contacting IBM Cloud Pak System and IBM Cloud Pak System Software Technical Product Support

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Question

Use this information to contact IBM Cloud Pak System and IBM Cloud Pak System Software Technical Product Support

Answer

Product Overview

The IBM Cloud Pak System is a turnkey private cloud solution that makes it easier to deploy and maintain enterprise-grade private clouds for VM and container-based apps. Avoid the expense and complexity of traditional private cloud solutions. 

It comes with VMware and Red Hat® OpenShift® environments ready to deploy apps and middleware in hours.

See:  IBM Cloud Pak System | IBM

Firmware updates
IBM is available to update your Cloud Pak System firmware Monday to Friday during the business hours (8am - 5pm) of the time zone in which your IBM Cloud Pak System is installed.
Step 1.  Use our technote “MustGather: Organizing your problem information when reporting Cloud Pak System / PureApplication System problems “ to create a file to attach to the case which describes the problem details and answers the first set of questions.  This expedites IBM's research.
Step 2. Open a case though the MySupport For product search for Cloud Pak System and firmware level on the system.  Complete the information requested on the web page and attach the file. 
Releases Supported
The "End of Service Dates" for firmware releases can be found in “Firmware Support Practice for IBM Cloud Pak System and IBM PureApplication products”.  Also, reference our “Related information for IBM Cloud Pak Systems releases  
 

SELF HELP
Additional information regarding IBM Cloud Pak support offerings and self-help is available from links on the IBM
Cloud Pak System page. See:  IBM Cloud Pak System | IBM.
Additional Offerings:
Review the Business Critical Support, Media Retention (Disks, Media) and other upgrade options for appliances and solutions in the IBM Appliance Support Guide.
Service and Support Manager (Call Home)
If your IBM Cloud Pak System is running firmware prior to 2.3.2, and the configuration for "Service and Support Manager" to open a PMR or Case is enabled, a case will be created.  The features to upload a file or close a case from the IBM Cloud Pak System User Interface is depreciated.   The case number is not correct in  the IBM Cloud Pak System user interface.  Older firmware does not support the new MySupport case systems.
To upload a file use the  MySupport, attach option or  the  “IBM Secure Diagnostic Data Upload Utility.” 
To close a case use MySupport.
If your IBM Cloud Pak System is running firmware 2.3.2 or newer, the  "Service and Support Manager"  feature are enabled to work with MySupport. 

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Document Information

Modified date:
12 July 2022

UID

swg21609051