Welcome to IBM Rational Software Support.
We realize that ibm.com is a vast website and at times it is daunting to find the answers you need. We have developed this overview page specifically for our Green Hat clients.
*HOT!* Green Hat Customer Orientation Webcast series: August through September IBM Rational Client Support will be hosting a series of customer oreintation webcasts designed to help you, as Green Hat clients get the most benefit from IBM support resources and products. Click here for a full schedule of the series along with connection information. If you can't join, you can still grab the slide deck here.
Support transition letters:
Green Hat Technical Support Transition Letter
Green Hat Technical Support Final Transition Letter
Download the One-Page Support Reference Guide here:
Americas - How to contact support
AP - How to contact support
EMEA - How to contact support
IBM Rational Support Resources - resources for IBM Rational products to assist you with learning the products, getting help, or just getting started.
IBM Electronic Support Resources - resources for IBM Electronic Support information and access to tools to keep your systems, software, and applications running smoothly.
IBM Rational Green Hat product-specific support pages on ibm.com
|Rational Test Workbench|
|Rational Performance Test Server|
|Rational Test Virtualization Server|
|Rational Green Hat Tester|
|Rational Green Hat Performance|
Rational Green Hat Virtual
Frequently Asked Questions about IBM Support Processes
Users may contact IBM Software Support centers via telephone. Please consult IBM’s Directory of worldwide contacts web page for the telephone number that is local to your area. The directory is located athttp://www.ibm.com/planetwide
Q: Where is the product documentation?
A: Green Hat product manuals may be found in the IBM Information Center at http://publib.boulder.ibm.com/infocenter/rsdp/v1r0m0/index.jsp
Q: Where is the System Requirements and Supported Platform information?
A: The Detailed System Requirement pages for each Green Hat product can be accessed in the IBM Support Portal by selecting the appropriate link for the desired product(above), and selecting the Rational Support Resources link.
Q: My colleague received an email recently from IBM about the support transition, but I did not. How come?
A: In order to achieve the widest possible exposure of our support transition plans, we attempted to email every user that had contacted Green Hat Support within the last year. Some users were excluded from the email for one or more reasons, including: 1) the user was associated with an account with an expired maintenance agreement, 2) the user's licenses were purchased from a Business Partner who provides the first-line of support for customer, and 3) the user contact information was the same as the STC contact information (STCs were sent a different email). We also believe some emails were blocked by the end user's spam filters, there were changes in company domains and thus the user's email address, errors in the email address stored in our database, etc.
Q: My company would like to have two Site Technical Contacts (STCs) assigned. Is that possible?
A: Yes, an STC can assign a Secondary STC from within the STC Admin screens. IBM only assigns a single technical contact per customer account. As such, only a single technical contact will be migrated from the Green Hat customer database for each distinct account record. This STC will receive all the official communications from IBM about the support transition. This really breaks down into two pieces of information: 1) the IBM Customer Number (ICN) that end users will need to access IBM Support, and 2) the initial credentials into the IBM Support web portal. This does not mean the STC is the only person who can access IBM Support. The STC merely needs to communicate the ICN to the appropriate end users, as well as invite these end users to access the web portal. The STC may assign up to nine (9) others who can assist with the management of the web site access list. You may change the STC contact information at any time by contacting the eCustomer Care Team.
Q: What are the roles and responsibilities of the Site Technical Contact (STC)?
A: The IBM Software Subscription and Support program requires a Site Technical Contact (STC) be designated to be responsible for the software subscription and support offering at that site. This person is responsible for ensuring that your company's personnel understand how to engage and work with IBM remote technical software support. This includes, 1) communicating to your users the appropriate IBM Customer Number (ICN) they must provide to access IBM Software Support, 2) communicating to your users the features and benefits of the IBM Software Support program, as well as the process for engaging IBM for technical support, and 3) enabling and maintaining the access list of Authorized Callers to IBM electronic (web) technical support capabilities. The STC may assign up to nine (9) "Secondary Site Technical Contacts" who can help manage the access list of Authorized Callers on the web site.
Q: I have heard about a Primary Contact role. What are the roles and responsibilities of the Primary Contact?
A: IBM assigns a Primary Contact role per account. This contact is considered the individual who originally ordered the software, or the "Sold To" contact. The Primary Contact and the Site Technical Contact, may or may not be the same individual. During the transition, this individual will receive a Welcome to IBM letter with instructions and authorization to the IBM "Software and Services" web portal.
Q: I am the Site Technical Contact (STC). From where do I download the Green Hat software products?
A: Legacy Green Hat products can be obtained by contacting the IBM Rational technical support teams. Please follow the instructions on this page to open a technical support request.
Quick reference steps for support:
Key IBM Support Portal features will allow you to: