General Page
This FAQ provides support-related information for Software AG webMethods customers in transition to the IBM Support site. It will be updated regularly as new information becomes available. Subscribe to this page to receive notifications about updates.
Q 1 - How do I open a case with IBM product support?
A - Cases can be opened from the IBM Support Site or by Phone. Prior to accessing the Support site please ensure to create an IBM ID using the same email registered in Software AG Empower.
For further assistance, use the Get Help tile on the bottom right to report a problem submitting a case or registering for support.
A - Cases can be opened from the IBM Support Site or by Phone. Prior to accessing the Support site please ensure to create an IBM ID using the same email registered in Software AG Empower.
For further assistance, use the Get Help tile on the bottom right to report a problem submitting a case or registering for support.
Q 2 - How can I access/update my case with IBM product support?
A - Cases can be accessed from the IBM Support Site. Prior to accessing the Support site please ensure to create an IBM ID using the same email registered in Software AG Empower.
A - Cases can be accessed from the IBM Support Site. Prior to accessing the Support site please ensure to create an IBM ID using the same email registered in Software AG Empower.
Q 3 - Where can I find information about product downloads, fixes, documentation and other product transition details?
A - For detailed information on product downloads, fixes, documentation locations and other product transition-related topics, please refer to the Product Offering Details for Existing webMethods Customers and Partners available in IBM TechExchange. This document provides up-to-date guidance on where to access software, fixes, and documentation before and after the transition.
A - For detailed information on product downloads, fixes, documentation locations and other product transition-related topics, please refer to the Product Offering Details for Existing webMethods Customers and Partners available in IBM TechExchange. This document provides up-to-date guidance on where to access software, fixes, and documentation before and after the transition.
Q 4 - Where can I find tutorials or videos to learn about the IBM support portal?
A - Check out the Getting Started and Quick Links page to learn more about IBM support services and helpful getting started videos. For help with the support site, use the GET HELP link at the bottom of the IBM Support page
A - Check out the Getting Started and Quick Links page to learn more about IBM support services and helpful getting started videos. For help with the support site, use the GET HELP link at the bottom of the IBM Support page
Q 5 - Where can I find my IBM Customer number?
A - Your IBM Customer number can be found on your invoices and other account-related communications from IBM. To view your invoice online visit https://www.ibm.com/support/customer/invoices/welcome. You will need to register your IBM ID account first: https://www.ibm.com/account/reg/us-en/signup?formid=urx-19776
A - Your IBM Customer number can be found on your invoices and other account-related communications from IBM. To view your invoice online visit https://www.ibm.com/support/customer/invoices/welcome. You will need to register your IBM ID account first: https://www.ibm.com/account/reg/us-en/signup?formid=urx-19776
Q 6 - How should I register my IBM ID?
A - All contacts from SAG Empower have been migrated and are now associated with your IBM account. Your migrated cases are linked to your IBM account. After the migration, your IBM ID will automatically be associated with your customer number and tickets. When you access your cases for the first time you'll have to register your IBM ID.
A - All contacts from SAG Empower have been migrated and are now associated with your IBM account. Your migrated cases are linked to your IBM account. After the migration, your IBM ID will automatically be associated with your customer number and tickets. When you access your cases for the first time you'll have to register your IBM ID.
Q 7 - Where can I find IBM support numbers?
A – You can find a local number listed under the "Contact information" section after selecting your country at the bottom of the page: https://www.ibm.com/contact/global.
A – You can find a local number listed under the "Contact information" section after selecting your country at the bottom of the page: https://www.ibm.com/contact/global.
Q 8 - What are the different IBM levels of Support Access?
A -
| Administrator | Full access user permissions, plus the ability to manage user access levels. |
| Full access | Can create, search, view and update all cases associated with account, as well as the associate account teammates to cases. |
| Basic access | Can create cases and be invited as a team member on other users' cases. Only able to view cases they created and cases they were invited to as a team member. |
Q 9 - How do I view cases from other contacts in my account?
A – A - You will need Full Access - please visit Support Access and "Request Access" which will be routed to your Administrator for approval. See Managing Your Support Account Access for further guidance.
A – A - You will need Full Access - please visit Support Access and "Request Access" which will be routed to your Administrator for approval. See Managing Your Support Account Access for further guidance.
Q 10 - Is there a limit to the number of Support Access users our company can register?
A - There are no limits to the number of users. Your company's account administrator can manage the users as they see fit. Anyone from a company with an active webMethods license can create a ticket in the IBM portal, but they will need to have an IBM ID first.
A - There are no limits to the number of users. Your company's account administrator can manage the users as they see fit. Anyone from a company with an active webMethods license can create a ticket in the IBM portal, but they will need to have an IBM ID first.
Q 11 - Where can I download webMethods software?
A - The “How to Download webMethods Software” pages describes all details about downloading webMethods Software.
A - The “How to Download webMethods Software” pages describes all details about downloading webMethods Software.
Q 12 - Where can I find SAG Tech Community webMethods content?
A - The webMethods content from the SAG Tech Community has been moved to IBM TechExchange. All webmethods related posts are located in the webMethods section.
A - The webMethods content from the SAG Tech Community has been moved to IBM TechExchange. All webmethods related posts are located in the webMethods section.
Q 13 - Where can I find the Empower Knowledgebase articles?
A - The Empower webMethods Knowledgebase articles have be moved to IBM Drupal. You can search the webMethods specific KB articles in the webMethods Search page.
A - The Empower webMethods Knowledgebase articles have be moved to IBM Drupal. You can search the webMethods specific KB articles in the webMethods Search page.
Q 14 - Where can I find IBM Product Version and Lifecycle information?
A - We have several resources available for product version details and lifecycle information, including specific information about the webMethods releases. Below are the key pages to refer to:
A - We have several resources available for product version details and lifecycle information, including specific information about the webMethods releases. Below are the key pages to refer to:
- IBM Software Support Lifecycle Policies – This page outlines IBM's general support lifecycle policies, including support models and durations for IBM software products.
- IBM Product Lifecycle Search – This page allows you to search for specific IBM products and view their lifecycle dates, for example webMethods 11.x
- webMethods 10.x Product Support Lifecycle page provides detailed information on support timelines and policies specific to webMethods versions prior to 11.1 (such as, 10.15)
Q 15 - Where can I find my webMethods Aha product feature requests?
A – webMethods Aha feature requests have been moved to IBM Ideas. The IBM Ideas portal provides you with an integrated view of all of your submitted, voted or commented on ideas for any IBM product.
A – webMethods Aha feature requests have been moved to IBM Ideas. The IBM Ideas portal provides you with an integrated view of all of your submitted, voted or commented on ideas for any IBM product.
Q 16 - Where can I find User Group information?
A – Learn more about User Groups here, webMethods digital user community can be found here. You can explore virtual and in-person user group events from around the world here.
A – Learn more about User Groups here, webMethods digital user community can be found here. You can explore virtual and in-person user group events from around the world here.
Q 17 - What is the IBM process and criteria for ticket escalation?
A - The Escalation Process Page details the steps to escalate a case.
A - The Escalation Process Page details the steps to escalate a case.
Q 18 - What are your support hours?
A - Business hours for former SAG customers remain what they were before, excluding national or statutory holidays. Business Day of the main support hub within Customer’s region:
A - Business hours for former SAG customers remain what they were before, excluding national or statutory holidays. Business Day of the main support hub within Customer’s region:
- EMEA – 9 to 6 Central European Time (CET)
- APJ – 9 to 6 Malaysia Time (MYT)
- US – 9 to 6 Eastern Time (ET)
Global Support operating hours may change from time to time.
Q 19 - How can I receive support during weekends and after-hours?
A - Holiday and weekend support is determined by the terms of the customer’s contract. Customers transitioning from Software AG to IBM will retain the same support policies after the transition. Customers should use the IBM Support site to receive help over the weekend.
A - Holiday and weekend support is determined by the terms of the customer’s contract. Customers transitioning from Software AG to IBM will retain the same support policies after the transition. Customers should use the IBM Support site to receive help over the weekend.
Q 20 - What is IBM’s support model during holidays?
A – webMethods support will be available for Sev-1 issues during the holidays, just as it was under Software AG.
Q 21 - Where are IBM support centers located and what languages are supported?
A – IBM has support centers in multiple countries. However, for webMethods, the support locations remain the same as they were under Software AG. The webMethods support team has transitioned to IBM, but its support locations and centers remain unchanged.
A – IBM has support centers in multiple countries. However, for webMethods, the support locations remain the same as they were under Software AG. The webMethods support team has transitioned to IBM, but its support locations and centers remain unchanged.
Language support also remains the same. Unless specified and agreed upon in a customer contract, support is provided in English. Some support centers may offer local language support when possible.
Q 22 - Where can I find webMethods FAQ for questions prior to migration ?
A - The FAQ's which were applicable prior to the ticket tool migation are located here.
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Document Information
Modified date:
13 May 2025
UID
ibm17182556