IM Relationship Resolution Information Center, Version 4.2

Contacting IBM Software Support

IBM Software Support provides assistance with product defects.

Before you begin:
Before contacting IBM Software Support, your company must have an active IBM software maintenance contract, and you must be authorized to submit problems to IBM. For information about the types of maintenance contracts available, see "Enhanced Support" in the Software Support Handbook at techsupport.services.ibm.com/guides/services.html
About this task:
Complete the following steps to contact IBM Software Support with a problem:
Procedure:
  1. Define the problem, gather background information, and determine the severity of the problem. For help, see the "Contacting IBM" in the Software Support Handbook at techsupport.services.ibm.com/guides/beforecontacting.html
  2. Gather diagnostic information.
  3. Be prepared to provide the following information in the problem report to assist IBM Software Support:
    • Product name and version
    • Database type and version
    • Operating system name and version
  4. Submit your problem to IBM Software Support in one of the following ways:
What to do next:
If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Whenever possible, IBM Software Support provides a workaround that you can implement until the APAR is resolved and a fix is delivered. IBM publishes resolved APARs on the Software Support Web site daily, so that other users who experience the same problem can benefit from the same resolution.


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Last updated: 2009