Attention: All IBM Sterling Commerce customers
Refer to the Doing Business with IBM (link resides outside of ibm.com) document for a description of changes to expect and actions needed to maximize the benefits of your relationship with IBM. It will also ensure a smooth transition to IBM’s business systems and processes. Most of your contacts in sales, service delivery, support and education will remain the same.
Until 1 February 2012, all support processes and systems will remain the same. Continue to contact Support through your normal contact numbers and open cases on line from Customer Center.
Beginning 1 February 2012, the on premise Support Teams (MFT, B2B, SFS, MCS, MCF) will begin to use IBM systems and contact numbers for case tracking. For a listing of specific products affected by this change, see the FAQ and Process document.
However, the as-a-Service Support Teams (SCN, Managed Services, SaaS) will continue to use the same processes and contact numbers. Cases should continue to be entered through the Customer Center > Open and View cases tool, and contact information is available in the Customer Support Reference Guide.
For On Premise Products Customers
- Sterling Connect including Sterling Secure Proxy, Sterling Control Center
- Sterling Gentran, Sterling B2B Integrator, Sterling File Gateway
- Sterling Selling and Fulfillment Suite (MCF, MCS)
As of 1 February 2012, you will enter your cases through the Service Request tool which does require that you register for an IBM ID.
See the following links for more information on the process changes:
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:
Sterling Commerce Legacy License Key and Software Requests