Inquiries that are not resolved by the Level 1 or Level 2 support are routed to Level 2.5 support. Level 2.5 performs an in-depth analysis of the problem. Level 3 support (usually a developer) fixes any errors in the code and works with Level 2.5 support to resolve the problem.
Normally, all communications between IBM and you are handled by Level 2 support. When Level 2 calls you back about your problem, you might be asked to take some additional action or gather some additional information. When you call back, refer to the problem number that was assigned to you, so that the correct level of service is assigned to your problem.
The Solutions Center enters Authorized Program Analysis Report (APAR) data if required. The APAR is created automatically within the Solutions Center from information you supply. The Solutions Center enters the APAR data for any new problems you report, tells you the APAR number assigned, and gives you the address where the supporting documentation should be sent.