Contacting IBM Software Support

IBM Software Support provides assistance with product defects.

Before you begin

To take advantage of unique Support features, see the WebSphere Process Server support page.

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. The type of software maintenance contract that you need depends on the type of product you have. 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.

Steps for this task

  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. When explaining a problem to IBM, be as specific as possible. Include all relevant background information so that IBM Software Support specialists can help you solve the problem efficiently. For information that IBM Support needs in order to help you solve a problem, see the WebSphere Process Server MustGather technote.
  3. 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.

Last updated: Tue 31 Oct 2006 09:53:28

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