Assisted Supported at IBM (Telephone and on-line)

Your Software Subscription and Support entitles you to receive IBM remote technical software support via telephone in the country to which the ICN is assigned, as presented in the email sent to Cognos Insight contacts. Contacts from any country can use each ICN as long as they understand and follow the local language and support center hours. Visit our website at http://www.ibm.com/software/data/cognos/support/contact.html for support center details, or go directly to Planetwide (http://www.ibm.com/planetwide) for the appropriate in-country technical support phone number. Effective June 1, any previously used IBM Cognos Support phone numbers will be replaced with the new in-country phone number you find in Planetwide.

When contacting IBM’s software customer support centers, each caller will be asked for the following information:

• IBM Customer Number (ICN)


• Company name


• Caller name and phone number


• The name and version/release of the software needing support - as well as the name and version/release/modification of the platform/operating system on which they run.

Telephone support access does NOT require web registration or access to SR. If you are having difficulties accessing or logging a service request on-line, please do not hesitate to use telephone support via the technical support phone number for your country as noted above. You will need your ICN when calling phone support.

IBM's electronic problem submission tool, Service Request (SR), is for IBM Cognos customers to open, update and report on Service Requests (SR) on-line. Effective May 29, IBM Cognos Insight will be disabled and can no longer be used to log IBM Cognos Software Support service requests.

Please refer back to “Required action for accessing on-line support” to ensure you are able to successfully use the SR tool.

SR assistance topics:

• Accessing - Instructions on how to gain access to the SR tool.


• Using - Step-by-step instructions on using the SR tool.


• FAQ - Answers regarding IBM problem submission processes.


• Glossary - Terms frequently used in SR and technical support.


• Contact us - Phone and e-mail contact information for SR issues.

For an introduction to the SR tool as well as more details on telephone support, view the “Introduction to IBM Support Service Request Management” webinar today.

As part of this support application transition, IBM has created an IBM Service Request (SR) for every active Cognos Insight Service Request. This will ensure you do not experience any loss of service on June 1 as you continue working with the same support analysts on your currently active SRs. You will recognize these IBM SRs as their title has been prefixed with their previous Cognos Insight SR reference number. Closed, cancelled, and recently resolved Cognos Insight Service Requests have not be migrated.

After June 1, it will not be possible to reopen a Cognos Insight SR. If you have an unresolved problem from a previous Cognos Insight SR, then please submit a new IBM SR via the web using the IBM Service Request application or via telephone to your local IBM Cognos support center (see above). Please include the original Cognos Insight SR reference number in the title or description of your new IBM SR, or in your discussion with the customer service representative logging your request. This will enable the support analyst assigned your new SR to review and become familiar with your previously resolved Cognos Insight SR.