Attention: All Unica customers
Support for all IBM Unica On Premise products as well as IBM Unica Interactive Marketing On Demand, IBM Unica NetInsight On Demand and IBM Unica eMessage 8.0 and higher has now fully transitioned to standard IBM Support.
Comprehensive information about changes in the support processes is located at: Unica Technical Support is Changing.
Please note the following summary support options. See the IBM Software Support Handbook for more detailed procedures.
Web
The primary way to submit a PMR is to use the IBM Service Request website. This is a simple form that allows you to provide detailed information about your issue. The issue will be routed quickly to the correct team for resolution. To learn more about the IBM SR tool, please visit the IBM Service Request Assistance page.
A secondary way to submit a PMR is to send a formatted email to the new email address corresponding to your geographic region; Americas: sw_support@us.ibm.com, EMEA: sw_support_emea@nl.ibm.com, AP: sw_support_ap@au1.ibm.com. Please note that the new email process is different from the way Unica support email works. The details on submitting a PMR by email are at: Unica Technical Support is Changing.
Phone
If neither of the electronic options is available to you, you may call IBM Support at 1-800-IBM-SERV or use the IBM Worldwide Contact Directory to find the local number for your country.
The Customer Service representative will first ask for your valid ICN before submitting your PMR.