A description of joint customer support for SAP customers running IBM DB2 on Linux, UNIX and Windows platforms.
All SAP customers are asked to report DB2 for Linux, UNIX and Windows problems and incidents on the SAP Support Portal at
https://support.sap.com/home.html (password required)
This applies to all DB2 customers who have received their database license entitlement via SAP.
SAP customers who have received DB2 software licenses from IBM or from IBM's business partners are also asked to contact SAP Active Global Support for cases regarding DB2 under their SAP contract.
SAP's Active Global Support Organization and the DB2 Customer Support Organization provide seamless integration for customer message handling and problem resolution.
Although it is at the discretion of IBM customers to request help from DB2 Customer Support directly, due to above advantages, it is strongly suggested that customers use the joint integrated support structure provided through SAP's Service Marketplace.
DB2 End of Service
Customers with SAP systems running on DB2 versions with license entitlement from IBM who contact SAP’s Active Global Support will also receive extended support according to SAP Note 1168456. You can open this SAP note via below link (SAP authentication required)
This continued support of DB2 versions which have passed published IBM end-of-service dates can be accomplished by using SAP Support as first and primary point of contact, using SAP provided DB2 media, certified by SAP, and by restricting submitted cases to the scope defined by SAP for use defined for SAP Applications.
Customers with SAP systems running on DB2 versions with license entitlement from IBM who wish to contact DB2 Customer Support directly need to observe the IBM end-of-service dates specified in IBM Technote 1168270. After the IBM end of (base) support dates, customers who chose not to use SAP Support as primary interface must obtain a DB2 Service Extension from their IBM representative.
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16 June 2018