IBM Support

IBM Technology Zone Paid Learning User Support Process

General Page

This document walks Paid Learning users through the IBM Technology Zone Support process.
Steps to Open a CSP Support Case
The steps to open a CSP case can be found here: https://www.ibm.com/support/pages/node/7159462
When opening a case:
  • Product: IBM Technology Zone
  • Subject: LCD <Course Code>
    • Example: LCD 66L123
  • Description: Please make sure to include the following Must-Have Information listed below.
    • Failing to include this information will lead to delays in the resolution of your issue.
Must-Have Information
Please copy and paste the correct Must-Have Information listed below into the Description field. 
Failing to include this information will lead to delays in the resolution of your issue.
Course to Production - VMWare:
  • Course Code:
  • Course Type: (Instructor Led Tech [ILT] / Self-Paced Course [SPVC])
  • Pending Deadlines:
  • VM Folder Location:
  • Development Datacenter: (US / EU)
  • Have you completed the checklist located at https://www.ibm.com/support/pages/node/7235007?: (Yes / No)
  • Are you using the Default Network Settings?: (Yes / No)
    • If No, please include your network settings:
  • Is there a specific power-on order for your VMs?: (Yes / No)
    • If Yes, please include the specific power-on order: 
Course to Production - SaaS:
Copy Template to Development:
  • Pending Deadlines:
  • Location of Template (Choose One)
    • Course Code (if source is Production Paid Learning Course):
    • Folder or Collection Containing Template (if source is not Production Paid Learning Course):
  • Folder Destination of Template:
  • Your Development Datacenter: (US / EU)
Associate New Course With Existing Environment:
  • Course Code:
  • Course Type: (Instructor Led Tech [ILT] / Self-Paced Course [SPVC])
  • Pending Deadlines:
  • Existing Environment Course Code:
Request for Production Environment Instance:
  • Course Code:
  • Pending Deadlines:
  • Desired GEO:
Infrastructure or TechZone Issues:
  • Pending Deadlines:
  • Detailed description of issue: 
  • When the issue originally started: 
  • Steps to replicate the issue: 
  • Screenshots of error messages: 
  • Troubleshooting steps already taken:
  • Relevant Reservation IDs: 
  • Relevant Collection IDs: 
How Cases are Worked by ITZ Support
  1. Support cases are initially assigned to ITZ Support L1 and worked
  2. ITZ Support L1's first step will be reviewing the case and its "Must-Have Information"
    • If any information is missing, they will reach out to the case creator for more details
    • The more details you include when opening the case, the faster this process will go
    • If L1 can not solve the problem, it is escalated to L2
  3. ITZ Support L2 will then begin working to resolve your case
    • They may need to reach out to other teams to complete certain steps of the resolution process or to help with deeper troubleshooting
    • ITZ Support L2 will be your main point of contact from TechZone Support while your case progresses
  4. Once the case has been resolved, ITZ Support L2 will reach out to you for validation
    • Please go through and do any necessary testing to validate that everything is working as expected
    • Once done, please update your support case to let ITZ Support L2 know the results of your testing
  5. If validation goes well, please feel free to close the support case yourself
    • ITZ Support L2 will also be able to close the support case once you sign off on the resolution
Note: If you fail to respond to the support case within 3 business days, ITZ Support L2 will close the case due to no response.
If there is an event that will prevent you from responding, please put a note in the support case. 
ITZ Support L2 will leave the case open until 3 business days after your expected return.
Escalating a Case
Before escalating your support case, please answer these questions:
  1. Is your support case a road block to an event occurring in the next 24-48 hours?
  2. Have you not received a response from ITZ Support L2 in the last 2 business days?
If your answer to either of the 2 questions above was "yes",  please have your Enablement Focal follow this process:
  1. Review the case in CSP - what is the pain point?
  2. Update the case and raise the severity (if required)
  3. Notify your TAM via #itz-enablement-escalations

[{"Type":"MASTER","Line of Business":{"code":"","label":""},"Business Unit":{"code":"","label":""},"Product":{"code":"SSNR6KN","label":"IBM Technology Zone"},"ARM Category":[{"code":"a8mKe0000004CUWIA2","label":"Content"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":""}]

Document Information

Modified date:
04 August 2025

UID

ibm17234420

Page Feedback