IBM Support

IBM MaaS360

Product Support Details for IBM MaaS360

Product List

Supported Language

Japanese, US English

Contact Information

Customer Support is available for all MaaS360 customers via the IBM Customer Support Community
  • Manage Cases, Chat, Open New Cases via MaaS360 Product Page
  • Phone:
    • US – 1 (800) 546-5750
    • United Kingdom – 1 (800) 085-3140
    • India – 000 (800) 440-7016
    • New Zealand – 1 (050) 861-7047
    • Australia – 1 (800) 713-826
    • International – +1 (919) 864-3650
Supported Languages:
  • Provided in English
  • Japanese language support is provided during Japan Business hours, Monday through Friday, via the IBM Support Community. If a phone call is necessary to further resolve your issue, request that from the open case with the Japanese support team, and they will reach out to you with a call-back.

Severity Definitions

IBM will use commercially reasonable efforts to respond to cases raised by your authorized contacts within the criteria specified for your offering. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions may be required to resolve your request. Be sure you and your support professional agree on what the next action is and when the next checkpoint will be. Cases opened outside Business Hours that do not qualify for 24x7 response will be responded to the next business day.
 

Escalation Process

For Case Escalations:
Follow guidelines found here

[{"Type":"SW","Line of Business":{"code":"LOB24","label":"Security Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSYSXX","label":"IBM MaaS360"},"ARM Category":[{"code":"a8m0z000000070nAAA","label":"DOCS"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"}]

Document Information

Modified date:
29 August 2022

Document Number

ibm16445463