Required Action For Accessing On-Line Support

The Primary STC will be responsible for ensuring that your company’s support personnel understand how to engage and work with IBM remote technical software support.

To update or change your Primary STC information, please send an e-mail (to the following address) instructing us on what changes you would like us to make:
North America: dswsoft@us.ibm.com
Europe, Middle East, Africa: palogin@ie.ibm.com
Asia Pacific: ecareap@sg.ibm.com
Japan: paonline@jp.ibm.com.

Please be sure to include all of the following information:

• Company Name


• IBM Customer Number


• STC Name


• STC E-mail Address


• STC Phone Number

All the above information is required to modify or change our records.

Effective June 1, 2009 IBM Cognos Insight will be replaced by IBM’s Service Request (SR) tool. The SR tool is used to open, update and report on SR’s on-line.

For Primary Site Technical Contact: You should have already received an e-mail from the IBM Support Service Request (SR) Help Desk with step-by-step instructions on how to access SR. It is important that you followed the embedded link and the instructions contained in the e-mail to ensure that your record is setup correctly. Important note: if you allowed your SR access url to expire, you will need to go to http://www.ibm.com/software/support/help-contactus.html and submit an SR help desk contact form for assistance.

Once you have successfully entered the web tool, you will be able to add certified and/or product knowledgeable support personnel (including consultants and Business Partners) for your Site to your Authorized Caller list. You will also have the ability to add other people as Secondary Site Technical Contacts (Secondary STCs), so that they can also add/update the named caller list.

For all contacts: If not currently registered, you must register to take full advantage of the features and benefits of the IBM Software Support website. Go to http://www.ibm.com/software/support and select “Register”, located in the top right-hand corner. If you already have an IBM ID and password from another participating ibm.com web site such as Passport Advantage Online, you can use that same ID and password to log in to the IBM Software Support Web site.

For a more detailed description of the registration process, including Authorized Caller registration, we encourage you to take a look at the Assistance and “Site tours” sections on the IBM Software Support website at http://www.ibm.com/software/support/assistance.html.