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To open a new IBM® AIX® software support case or interact with an existing support case.
Creation of a new IBM AIX software support case or interaction with an existing support case is accomplished through the IBM MySupport website. AIX software support cases must be opened using an IBM Customer Number (ICN) and IBM POWER® Server serial number. Access to the IBM MySupport website requires a valid IBMid with membership in the ICN's Account and the IBM POWER Server Serial Number must be linked to the ICN. Account administrators grant requests for 'Basic user', 'Full user', and 'Administrator' privileges to users. A Basic user can open and interact their own cases. Full user and Administrator users can interact with any of the account's cases.
AIX Support cannot add a user to an account, only your administrative users can do that. Click on 'Get Help' on the MySupport page to report a problem submitting a case, accessing a case, or registering for support.
To receive a follow-up on an existing case from IBM MySupport, click on the 'View your cases' button, click on the relevant case, and then update the case requesting a call back. To escalate the case click the 'Escalate case' button, or initiate a live chat. For other escalation options, refer to Escalating a Support Issue.
If you require IBM AIX® software or hardware phone support, please collect the following information prior to calling to facilitate the case opening process:
For software cases:
For software cases:
- The machine type and serial number of the IBM POWER® system, or the IBM Customer Number associated with the system.
- A detailed description of the problem that is occurring, any error codes or error text, and if there have been any recent changes to the environment.
For Hardware cases:
- The IBM POWER machine type and serial number.
- Physical address where the machine is located.
- Phone number where the machine is located.
- Contact name and email if different than the caller.
Then call:
Within the United States toll free: 1-800-426-7378
Outside of the United States: +1-303-939-1444
Within the United States toll free: 1-800-426-7378
Outside of the United States: +1-303-939-1444
For additional contact information by country, navigate to Contact IBM , click the appropriate GEO, and click on your country from the list.
Problems provisioning an AIX sever cloud instance on PowerVS , or with your IBM Cloud account, must be reported through the IBM Cloud Support. See the IBM Cloud Docs' Getting help and support for additional information.
AIX RPM packages downloaded from the AIX Toolbox for Open Source Software site are not supported through AIX support cases, support is provided through the AIX Open Source community forum.
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Document Information
Modified date:
21 December 2024
UID
ibm17177714