IBM Support provides
assistance with product defects, answers FAQs, and helps users resolve
problems with the product.
Before you begin
After trying to find your answer or solution
by using other self-help options, such as release notes, you can contact IBM Support. Before
contacting IBM Support,
your company or organization must have an active IBM maintenance contract, and you
must be authorized to submit problems to IBM. For information about the types
of available support, see the
Support portfolio topic in the
"Software
Support Handbook".
Procedure
To contact IBM Support
about a problem:
- Define the problem, gather background information, and
determine the severity of the problem. For more information,
see the Getting IBM support topic in the Software
Support Handbook.
- Gather diagnostic information.
- Submit the problem to IBM Support in one of the following ways:
- Using IBM® Support Assistant
(ISA):
- Online through the IBM Support Portal:
You can open, update, and view all of your service requests from the
Service Request portlet on the Service Request page.
- By phone: For the phone number to call in your region, see
the Directory of worldwide contacts web page.
Results
If the problem that you submit is for a software defect or
for missing or inaccurate documentation, IBM Support creates an Authorized
Program Analysis Report (APAR). The APAR describes the problem in
detail. Whenever possible, IBM Support provides a workaround that you can
implement until the APAR is resolved and a fix is delivered. IBM publishes resolved
APARs on the IBM Support
website daily, so that other users who experience the same problem
can benefit from the same resolution.