IBM Support

Contacting IBM Support

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Question

Contacting IBM Support

Answer


IBM brand Intelligent Operations Center Version 1.0.0

Contacting IBM Support

IBM Supportprovides assistance with product defects answering FAQs and performingrediscovery.

Before you begin

After trying to find your answer or solution by using otherself-help options such as technotes you can contact IBM Support. Before contacting IBM Support yourcompany must have an active IBM software subscription and support contractand you must be authorized to submit problems to IBM. For information about the typesof available support see the Support portfolio topic in the SoftwareSupport Handbook.
Procedure

Complete the following steps to contact IBM Support with a problem:

  1. Define the problem gather background information anddetermine the severity of the problem. For more information see the Getting IBM support topic in the SoftwareSupport Handbook.
  2. Gather diagnostic information. For information on using IBM? Support Assistant Lite to collect IBM Intelligent Operations Center log files see thelinks at the end of the topic.
  3. Submit the problem to IBM Support in one of the following ways:

Results

If the problem that you submit is for a software defect orfor missing or inaccurate documentation IBM Support creates an AuthorizedProgram Analysis Report (APAR). The APAR describes the problem indetail. Whenever possible IBM Support provides a workaround that you canimplement until the APAR is resolved and a fix is delivered. IBM publishes resolvedAPARs on the IBM Supportwebsite daily so that other users who experience the same problemcan benefit from the same resolution.

What to do next

Be prepared to work with the IBM technical-support representativeby using IBM AssistOn-Site which is a remote-assistance plug-in that you can downloadto your computer. The IBM technical-supportrepresentative can use IBM AssistOn-Site to view your desktop and share control of your mouse and keyboard.This tool can shorten the time that it takes to identify the problemcollect the necessary data and solve the problem. For more informationsee IBM AssistOn-Site.

Parent topic: Troubleshooting and support
Related concepts:
Related information:
Library | Support |Terms of use

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Document Information

Modified date:
08 December 2018

UID

ibm10750979

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