Getting Started and Quick Links

1. Visit IBM Support Site Registration to register for IBM support.
2. Request the Administrator access level with the instructions at Managing Your Support Account Access . This page also helps you view the level of support access you have and make other account changes.
   Note: The Administrator access level allows you to create, search, view and update all cases created by members of your account team.
   Note: An administrator from your account will approve your request if you are requesting access for on-premise Software support. The IBM Support Helpdesk processes requests if there are no other account administrators registered for your account. 
3. Follow the steps in Email Domain Management to set your administration preference (e.g. auto approval, auto pending or manual approval).
4. Learn to access requests: Administrator Management.
5. Refer to Case Email Notifications for instructions on configuring the email notifications you will receive about your cases.

Non-Administrators

1. Visit IBM Support Site Registration to register for IBM support.
2. Request the Full user access level with the instruction at Managing Your Support Account Access. This page also helps you view the level of support access you have and make other account changes.
   Note: An administrator from your account will approve your request if  you are requesting access for on-premise Software support.
3. Refer to Case Email Notifications for instructions on configuring the email notifications you will receive about your cases.

1. Visit IBM Support Site Registration to register for IBM support.
2. Request the Basic user access level with the instructions at at Managing Your Support Account Access. This page also helps you view the level of support access you have and make other account changes.
   Note: An administrator from your account will approve your request if  you are requesting access for on-premise Software support.
   Note: Search for your product from the list of options, and specify your ICN (IBM Customer Number) where prompted.
3. Refer to Case Email Notifications for instructions on configuring the email notifications you will receive about your cases.

Contractors and Vendors

1. Visit IBM Support Site Registration to register for IBM support.
2. Request the Full user access level for your client's account with the instructions at Managing Your Support Account Access. This page also helps you view the level of support access you have and make other account changes.
   Note: You must provide your client's IBM Customer Number (ICN).
   Note: An administrator from your account will approve your request if  you are requesting access for on-premise Software support.
3. Refer to Case Email Notifications for instructions on configuring the email notifications you will receive about your cases.

1. Visit IBM Support Site Registration to register for IBM support.
2. Request the Basic user access level for your client's account with the instructions at Managing Your Support Account Access. This page also helps you view the level of support access you have and make other account changes.
   Note: You must provide your client's IBM Customer Number (ICN).
   Note: An administrator from your account will approve your request if  you are requesting access for on-premise Software support.
   Refer to Case Email Notifications for instructions on configuring the email notifications you will receive about your cases.

SPSS Users

All Users

1. Open & Manage Support Cases: These resources are available to help you learn to open and manage your support cases.
   • Video resources:
     • How to Open a Case (4:31 minutes)
     • Profile & Settings (4:08 minutes)
     • Managing Support Access (3:05 minutes)
     • Sorting and Filtering Cases (3:21 minutes)
   • Online articles:
     • How to Open a Support Case 
     • How to Update Cases
     • Adding Users To A Case
2. Searching the IBM Support Site: This document provides helpful information about Searching the IBM Support site. 
3. IBM Support site documentation: Find documentation about the Support site here.

Frequently Asked Questions

1. How do I update my contact information? 
   Click on the person icon on the top right corner and select Profile from the menu list to edit your contact information. This profile also controls your preferred language and time zone settings.
2. Can I change the language in which I see the Support site and get support from IBM?
   Yes, you can change your language selection by editing your Profile, as shown above. 
3. When I click on the email I receive about my Case I get an "Invalid Page" error message. How do I correct it?
   Visit the Report a problem submitting a case or registering for support link, toward the bottom of the Support site home page to report this problem to the IBM Helpdesk.
4. When I receive an email from IBM with a case update, why don't I see the comments from the IBM engineer?
   Email notifications are controlled in your profile settings and you can select to have just a title and/or more details added the email that you receive. Detailed instructions can be found at: Case Email Notifications.
5. Can I add other team members to receive email updates for my case?
   Yes, you can add other team members to any of your support cases. First, select View Your Cases,  then select the case to which you want to add other team members, and then add them in the Team Members section.
      
   The team members you invite will receive case update notifications. They can also add comments and upload files to the case. They will find your case and others they’ve been invited to in the Cases I’m invited area of the Cases filter on their case list. For more information, see Adding Users To A Case. Note: You can only add registered support users.
   
6. How do I find my cases that have been opened or closed?
   You can display all of your cases by clicking the Cases filter on the cases list page. 
7. Can I reopen my cases?
   You can reopen a case within 30 days after it's closed. After 30 days, the case is archived and can only be viewed. If necessary, open a new case and reference to old case number in it.
8. How do I register to use the Support community?
   Detailed instructions are at IBM Support Community Registration. 
9. How can I learn more about the features available to administrators on the IBM Support website?
   To learn more about about other user features , please visit our Community Releases page or visit ibm.com/mysupport to view documentation in the "You asked. We Listened !" section.
10. Do you have any tips for helping find my product when I open a case?
    You should be able to find most products by simply typing your product name and selecting your product from the list of matches. If you still cannot find your product:
    • If your search returned many entries, make sure to scroll through them all. Your product could be toward the end of the list.  
    • If your product name has a forward slash character (/) in its name, try your search with and without without the slash.
    • If it is possible that your product is actually part of an operating system, try searching on just the operating system name.
11. How do I filter my cases on the Cases page?
    Use the filter drop-down menus and the search bar to filter your list of cases, as shown in the image below.
    
    

    Callout	Tool
    1	Open and closed cases filter
    2	Accounts filter
    3	Products filter
    4	Text search filter
    5	Customize sort settings