Information Management support

As of April 29, 2012 at 08:00 pm Eastern Daylight Time (UTC-4), Netezza Support Systems have transitioned to IBM Support Systems 

 

If you were trying to access the previous Netezza Support webpage, you have been redirected to this page to ensure that the Site Technical Contact (STC) at your organization has taken the actions below to set up IBM Support access.

If you have already set up access, visit the IBM Support Portal at  http://www.ibm.com/support. Select IBM Netezza in the Product Finder on the left, and sign in to browse the available technical content.    If you have not set up your access, please review the information and follow the steps below.

To resolve existing issues	This transition will not affect open support cases which will continue to be worked through to resolution.
To report new issues	Open new support cases using the IBM Service Request tool. - Access the IBM Service Request tool by clicking the ‘Service Requests & PMRs’ tab on the IBM Support Portal: http://www.ibm.com/support  If you experience issues with online support access, you can reach IBM Support by telephone. - Find country-specific telephone numbers http://www.ibm.com/planetwide - You will need to have your IBM Customer Number (ICN) available. Important steps to take when you contact IBM Support by telephone: - On the menu of phone options, select Software Support for both software and hardware issues with your Appliance - Clearly tell the Call Taker that you require support for your Netezza Appliance.  Please do not use other names such as TwinFin, etc.
To find support information	Search for IBM Netezza Support information on the award-winning IBM Support Portal

  

Setting up access to IBM Support:

Note: these instructions are intended for your organization's Site Technical Contact (STC). If you are an STC, please ensure you complete all steps below. If you are not an STC, please complete Step 1. 

Step 1: Create your IBM ID	Your IBM ID is your single point of access to many IBM web applications, including the IBM Support Portal.  To register, go to http://www.ibm.com and click “IBM Sign In” in the upper right corner and then click the Register link. Use your email address as your IBM login.  STC: Please ensure everyone in your organization with a need to access Support completes this registration.
Step 2: Set up your Service Request Tool Access	STC: Follow the instructions to set up your Service Request Tool access as outlined in the "IBM Service Request: Welcome to the IBM Service Request" email sent to you by srdonotreply@us.ibm.com
Step 3: Set up Service Request Tool Access for others in your organization	STC: Once individuals in your organization have registered for IBM web IDs and you have completed the steps in your Service Request Tool access email: You will be able to grant and approve access to the Service Request tool for others in your organization as the STC. You can also delegate your STC authority to one or more individuals. Instructions for completing these tasks are available in the Netezza FAQ

 

Netezza Appliances End of Support Announcements

As part of your transition to IBM Support, you should be aware of key End of Support dates for your Appliance. Click here (http://www.ibm.com/support/docview.wss?uid=swg21592712) for more information.

Learning Resources

To learn about IBM Support, please review the following learning resources:

• IBM Appliance Support Handbook  – Start here to understand all IBM Appliance Support offerings, policies and procedures and get to know your access options
• View the 6 minute IBM Support Portal Overview
• Watch other videos on the IBM Electronic Support YouTube Channel
• How to Subscribe to My Notifications  – this is the best way to get the latest technical support information.  Create, manage, and view your subscription.
• How IBM Uses Knowledge Centered Support (KCS)  – This 3 minute video shows you how you can resolve a problem using KCS, without calling IBM.

Note for Support Providing Business Partners

• If you are a Customer receiving support from a Support Providing Business Partner, continue to contact your partner for support.
• If you are a Support Providing Business Partner, continue to use the same support procedures and the information outlined here.

Technote: for IDAA clients (IBM DB2 Analytics Accelerator) with IBM Netezza bundled

• Please follow the instructions outlined in this technote to engage IBM Support for IDAA. 

If you have further questions:

• Your IBM Netezza Technical Account Manager (TAM) will be your central resource for readiness and enablement information
• You can also contact our IBM Client Care team at tsmail@us.ibm.com for any non-technical questions about how to use IBM Support