Pliant to IBM Support Transition Guidelines

Content

What changes

As part of the integration of Pliant into the IBM organization, customers will access Pliant 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 Pliant support portal.

If you have an issue during or after the migration, please create a case using the “Open a case ” page of the IBM Support portal.

Note that all active support tickets plus 2 years of historical support case data will be migrated to the IBM Support portal.

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. It is highly recommended that you create your IBM ID as soon as possible, go to Create an IBMid. 

Subscribe to product notifications by subscribing to ‘IBM Rapid Network Automation’ in the ‘My Notifications’ tool.

For the migration to the IBM support site one of the following applies:

• If you are an authorized Pliant contact, your case access will be automatically migrated based on your email address associated with your IBM ID.
• If you are currently not an authorized Pliant contact, you need to follow the steps outlined in the access request instructions.

For assistance with the creation of the IBM ID or the support access request, use the help links provided in each tool to open a case with the appropriate IBM helpdesk.

Note: If you granted access to the Pliant 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

When you open a case, select the product Pliant or Pliant SaaS.

Information on the process to open, update, and manage support cases can be found here.

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

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

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.

Key Links
 You will be able to find Pliant product resources in the locations listed below. 

• Product documentation: IBM Rapid Network Automation Documentation
• Integration package downloads: Automation Library 
• Shared workflows: Automation Library
• User Guide: IBM Rapid Network Automation User Guide
• IBM TechXchange Community:   TechXchange Community for Rapid Network Automation
• Training: IBM Rapid Network Automation Hands-on Introduction Course