News
Abstract
This newsletter announces the migration of the Instana support portal to the IBM support site. The newsletter details what changes, how to prepare for the change and if needed how to request assistance with the transition process.
Content
What changes
As part of the integration of Instana into the IBM organization, customers will access Instana support online through the IBM support site. Support access telephone numbers for your country can be found at www.ibm.com/planetwide. Once the transition takes place customers can no longer access the existing Instana support portal.
The process migrates in flight support tickets and 2 years of historical support case data.
Note: As a result of this transition to the IBM support portal, IBM’s privacy policy applies to the handling of your customer support content and data.
How to prepare for this change
Access to the IBM support site requires the creation of an IBM ID and associating your IBM customer number with this IBM ID. It is highly recommended that you create your IBM ID as soon as possible. Instructions on the process to gain access to the IBM support site can be found here.
For the migration to the IBM support site one of the following applies:
- If you are an active, registered contact on an Instana support case in the last two years, your access is migrated and your email address is associated with your IBM Customer number. Once you create your IBM ID with this email address, you have support access. In order to comply with privacy considerations, any email address that does not exist in the IBM support system is set up with Basic User access. This access level ensures that you can open support requests but limits your visibility to support tickets where you are listed as the contact. After migration, the user access level can be updated by a support account administrator.
- If you are not an active, registered contact on an Instana support case in the last two years, you need to follow the steps outline in the access request instructions.
Note: If you granted access to the Instana portal to persons outside your company (for example an external consultant), you must grant access again explicitly in the IBM support site.
Using the IBM support portal
Information on the process to open, update, and manage support cases can be found here.
Cases can be opened from the IBM Support Site or by Phone. To open a case by phone, go to the IBM Directory of worldwide contacts, click your country and use the phone number listed in the Technical Support section on the page. If you are unable to open a case from the IBM Support Site, use the Get Help tile on the bottom right to report a problem submitting a case or registering for support.
Information on the process to escalate a case can be found here.
Customers can subscribe to product notifications by using the functionality provided in the ‘My Notifications’ tool.
Where to get assistance for the transition process
For questions related to the use of a tool on the IBM site, follow the help link in the tool to open a case with the appropriate IBM helpdesk.
If you are unable to open a case from the IBM Support Site , use the Get Help tile on the bottom right to report a problem submitting a case or registering for support. If you are unable to access the IBM Support Site, you can also open a case by phone IBM Directory of worldwide contacts.
For technical questions that are not related to the use of a specific tool, open a support request with the Instana support team following instructions here.
How to obtain product support during the transition period
Until the day of the transition, continue to work as usual through the Instana support portal.
On the day of the transition, the Instana support portal is no longer accessible, and all new cases must be opened in the IBM support site.
On the day of the transition, existing open cases as well as two years of historical case data are migrated from the Instana support portal to the IBM support site. Expect this process to take several hours.
In the event you need assistance with an open case before the migration completes, open a new case in the IBM support site so that the support team can continue to work with you. When the migration completes this newly opened case and the existing case are consolidated.
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Document Information
Modified date:
13 April 2023
UID
ibm16962463