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8.12: How to obtain help from IBM

8.12: How to obtain help from IBM

Use the information in this section to help you report a problem to IBM when your resources to determine the problem are exhausted.

Before reporting problems to IBM, please review the known problems in the Release Notes, Hints and Tips, FAQ's, and other resources on the support Web site.

If you find that the problem is not a known defect, then report the problem to IBM. There are a variety of ways to report your problem to IBM:

If you need assistance with problems, you are required to purchase technical support. You can select the exact mix of services to fit your specific business needs. IBM Software Support is delivered in a consistent manner for all IBM software products based upon the way in which a product is charged (one time charge or monthly license charge basis).

You can report suspected defects via fax, mail or electronically until the product's service expiration date. This free service is called Warranty/Defect Support. For information on reporting suspected defects, call 1-800-237-5511 in the United States and Puerto Rico. In Canada, call 1-800-465-9600. Telephone numbers for countries outside North America are also available. The service expiration date is defined in your License Information booklet under Program Services.

What to provide when reporting problems

You will need the following information available when reporting a problem to IBM:

  • The product name and version number
  • The kind of hardware and software you are using
  • What happened and what you were doing when the problem occurred
  • Whether you tried to solve the problem and how
  • The exact wording of any messages displayed

After you have reported a problem to IBM support using any of the methods above, especially by phone, you might want to provide relevant logs, traces or files. You can also send an ASCII text description of the problem in your own words. Send logs and text files together in a zip file for ease of transfer.

Follow these steps to send files to IBM:

  1. Note the problem record number assigned to you by IBM support.
  2. FTP testcase.software.ibm.com
  3. Login: anonymous
  4. Password: [your email id]
  5. Change directory: cd /ps/toibm/internet
  6. Make a directory: mkdir pmrnumber [use your problem number, for example, pmr89401]
  7. Put [filename]
  8. Call IBM Support back and ask that it be noted in your problem record that files are available on the test case FTP server. Give the path to the files. Files will remain available on the test case FTP server for 72 hours and will then be deleted.

Technical support by phone

If you are a licensed customer in the U.S. or Puerto Rico who has a support contract and you need support, please call IBM Support at 1-800-237-5511. In Canada, call 1-800-IBM-SERV (1-800-426-7378). Telephone numbers for countries outside North America are also available.

If you are a licensed customer and wish to purchase support, you may contact IBM or your IBM authorized business partner.

If you have an IBM customer number, call 1-888-426-4343 Monday - Friday 8:00 a.m. to 7:00 p.m. Eastern Standard Time.
In Canada, call 1-800-465-9600 Monday - Friday 8:00 a.m. to 5:00 p.m. Central Standard Time.

If you do not have an IBM customer number, call 1-800-237-5511 Monday - Friday 8:00 a.m. to 5:00 p.m. Central Standard Time.
In Canada, call 1-800-465-9600 Monday - Friday 8:00 a.m. to 5:00 p.m. Central Standard Time.

Technical support by fax

Contact us via the Faxback System: 1-800-426-4329.
Telephone numbers for countries outside North America are also available.

Technical support on the Internet

Online help is available through the IBM Support Line. Support Line is the service offering through which IBM delivers electronic support for installation, usage, and code-related questions. Electronic support is also available through Passport Advantage's online incident report page. Solution developers can also receive online help through the PartnerWorld for Developers.

Information on IBM support line and IBM Services is available on the Internet at the URL listed above. For IBM Lotus Passport Advantage customers, support information is also available at this Internet site.

Note: Information may not apply to all products. Support information is subject to change without notice.

The referenced link provides access to the WebSphere Application Application Server technotes. To view specific technotes:

  1. Go to the navigation frame located on the left.
  2. Enter the version you are looking for in the search box.
  3. Select Just this category from the pull-down menu.
  4. Press Go.
  5. The technotes you are searching for will be diplayed in the same window.

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