Customer Support Site


Q: How long will the OpenPages Customer Support site be available?

A: The OpenPages Customer Support site will remain intact until the support transition is complete on August 31, 2011. You should continue to use this site to log service requests with customer support, and download code and documentation. You will receive advance notification from IBM of any changes to your support engagement process.


Downloads


Q: I don't see my product available for download on the IBM site. I purchased a new license for OpenPages but the PA site indicates I am not entitled to download the code. Why?

A: If you purchased OpenPages software before May 1, 2011, you will continue to use the OpenPages Customer Support site for downloads until you are notified by IBM directly.

If you purchased a new license after May 1, 2011, the account primary contact will receive an email with information on downloading the product. Also, both the primary and secondary contacts will receive a letter in mail with more information.

Customers who purchased new products (not just new user entitlements) after May 1, 2011 MUST use the IBM site to download new code. There is an online license presented that must be accepted before download.


Q: What do I do if I have not received my ID for product download or it does not work?

A: If you have received an email from IBM with your IDs and the ID does not work, then eCustomer Care can assist. Contact information for your location can be found via the following link.

IBM is working through the transition of legacy customers into IBM systems and as each customer is setup, they will be notified by email and mail.


Q: I need a new license key for my OpenPages V5.1 or V5.5 product. Where do I get this?

A: Customers can send an email to the Client Care team requesting a license key file for their V5.1 or V5.5 product.


Q: I am having trouble using IBM's FCT download site. Where can I get information on how to use it?

A: Review the following walkthrough for assistance.


Q: I am having trouble using IBM's Passport Advantage download site. Where can I get information on how to use it?

A: Review the following walkthrough for assistance.