Attention: All IBM Sterling Commerce customers
For On Premise Products Customers
As of 1 February 2012, you will use IBM systems and contact numbers for case tracking. You will enter your cases, also known as Problem Management Records (PMRs), through the Service Request tool which does require that you register for an IBM ID.
For a listing of specific products affected by this change, see the tables at the end of the FAQ and Process document.
See the following links for more information on the process changes:
- Customer Communication (November 2011)
- Customer Communication (January 2012)
- Sterling to IBM Support Transition (Webinar)
- Sterling to IBM Support Transition (Presentation)
For new contact number information, use the Directory of worldwide contacts as well as information for interacting with Support, see the IBM Support Handbook. (If you need to reference process information for an ongoing contract from Sterling Commerce, the Customer Support Reference Guide is still available. Note the contact information only applies for SaaS support.)
The FAQ and Process document also has information on where to find downloads for install as well as maintenance packages for both IBM release versions of the software as well as legacy Sterling Commerce versions.
To find the IBM Product Support page for your products, click here for a listing of Product Support Pages.
If you need to request license keys or software maintenance for a Sterling Commerce product, use the appropriate request form from this site:
For as-a-Service Customers
You will continue to use the same processes and contact numbers. Cases should continue to be entered through the Customer Center (link resides outside of ibm.com) > Open and View cases tool, and contact information is available in the Customer Support Reference Guide.