Requesting Assistance with an Unresolved Issue

Requesting an Escalation with the IBM Support Chatbot

1. Click Chat with Support, which is available on select IBM support pages.
2. Interact with the chatbot with your natural language. The chatbot recognizes requests that appear to indicate an escalation. 
3. Click Yes to confirm that you are requesting an escalation. The chatbot displays links to additional information that may help you with your concern without escalating. 
   
   Figure 1. Support chat
4. If none of the options are helpful, click None. A link to start the Managed Escalation workflow displays. 
   
   Figure 2. Support chat

Escalating Support Cases

Figure 3. Location of the Escalate an Issue button

1. On the bottom of the IBM Support Site, click Escalate an Issue.
2. Click Yes at the Is your Escalation related to a specific IBM product or service? prompt.
3. Click Yes when asked if there is a support case you would like to reference.
4. Enter the case number (ex. TS0000000), and the click Continue.
5. Confirm the basic details displayed in the Customer Escalation window, and then click Continue.
   
   Figure 4. Customer Escalation window
6. Complete the Escalations form, being as descriptive as possible, and then click Submit. You will receive a confirmation email. IBM will then contact you about your escalations.

Requesting Help with a Non-Technical Issue

1. Click Escalate an Issue, and then click No at the Customer Escalation prompt. 
2. Complete the fields on the Escalations page as accurately as possible to help IBM route your request:
   • Escalation Title: A succinct summary of your concern.
   • Escalation Description: Include a detailed description of your issue. Include why you are escalating it, and any other useful information.
   • Escalation Category: Select the type of issue you are escalating.
   • Business Impact: Let IBM understand how the issue affects your organization.
   • This escalation involves an IBM Business Partner: Selected this option if there is an IBM Business Partner involved in the management of the issue, or operation of the environment. If you select this item, the escalation tool displays an additional field where you can provide details about the Business Partner, including their role and contact information.
   • Preferred contact method: Indicate whether you would like IBM to contact you through email or by phone.
   • Select your preferred language: If you have not selected your preferred language in your profile, select it here. When you select a language other than English, the site asks if you are willing to communicate with IBM in English. Communicating in English will help IBM resolve your problem more quickly.
     Note: The language fields display only if you have not configured them in your Profile and preferences settings.
     
     Figure 5. Language options
   • Add team members: Use this field to add people who are registered and are from the same account to the escalation. These team members will be included on communication from IBM about the escalation.
3. Click Submit. In some cases, the system may prompt you for a six-digit security code, which it sends to your preferred communication method (ex. Email, etc.). Submit the code at the prompt.

Figure 6. Escalation window