Tips for Enhancing Your Support Experience

Resolving The Problem

This document provides helpful tips for enhancing your support experience and getting assistance more quickly.

Call In Options (For U.S. Customers Only)

If you are calling for Software support, do the following:

1.	Dial 1-800-IBM-SERV (1-800-426-7378).
2.	Select Option 2.
3.	Select Option 2 for Software.

If you are calling for Hardware support, do the following:

1.	Dial 1-800-IBM-SERV (1-800-426-7378).
2.	Select Option 2.
3.	Select Option 1 for Hardware.
4.	Dial your 4-digit machine type.

Information to Have Available

Software

When you call for Software support, have the following information available for the IBM representative:

o	Customer Number
o	Machine Type and Serial Number
o	Release and Version

Hardware

When you call for Hardware support, have the following information available for the IBM representative:

o	Machine Type
o	Serial Number

Fastpath Codes (for Software Support)

Fastpath Codes are 4-digit codes that can be given to the IBM representative when you call in for IBM Remote Technical Support to quickly route your call to the appropriate queue. IBM i Technote, Fastpath Codes, provides a table containing the 4-digit Fastpath Codes for the various queues and information about what those queues support.

After you have decided which queue is appropriate to assist you, call 1-800-IBM-SERV (1-800-426-7378), select Option 2, and then select Option 2. After confirming your user information, tell the call routing representative which Fastpath Code you want. You will be routed immediately to that area. This helps to reduce the number of questions the IBM representative must ask during entitlement, and it will connect you with the correct technical person more quickly.

Getting Registered

To take full advantage of the support sites and Fix Central, user registration is required. The following IBM technote provides instructions to help you register:

N1014933, Registering to Use Fix Central and other IBM Web Site


Creating and Viewing a Call Using the Web -- Software Service Request

Problem Management Records (PMRs) for your company can be created, viewed, and updated using the following Web site:

Note: User registration is required to use this Web site.

https://www-946.ibm.com/support/servicerequest/Home.action

When a PMR is created and you want the Support representative to call you back, ensure you specify By Phone for the question Would you prefer to be contacted electronically or by phone? Otherwise, the default is for the Support representative to respond electronically.

When you create and update a PMR, ensure you provide detailed information about your problem. If the Support representative responds with additional questions, fully answer each question with detailed information. This will increase the speed to resolve the problem. You can also call in to speak to the Support Representative or request that the Support Representative call you back on a PMR that was created electronically.

References

The following are helpful Web sites to bookmark: