Important changes to our Support site and IBM's Electronic Service Request (ESR) tool.
The IBM Electronic Support (ESR) customer information has been migrated to a new expanded application for online software service requests. Your current IBM user ID and support relationships have been migrated to the new IBM Service Request (SR) tool. You will log in using the same IBM user ID that you used for ESR. All of your electronic and voice problem management records will continue to be available in the new SR tool.
The new IBM Service Request tool will provide the world-class IBM technical support and features you're familiar with from ESR including:
- Manage (add/delete access) your software service request web application users without contacting IBM. This feature is only available to individuals who have Site Technical Contact (STC) authority defined either by contract requirements or at their request, and can be used for any IBM customer number.
- Ability to assign and identify three levels of access,
- Site Technical Contact
- Authorized Caller, or
- Read only access to support agreements.
- Site Technical Contacts (STC) can authorize IBM Business Partners to agreements.
- View your support contract details for any IBM software support contracts, including:
- Products supported,
- Contract start and end dates,
- Incident details for incident based contracts.
- "Save as Draft" functions for service request that allow you to return at a later time to complete.
- Create preferred products list for key products.
- Receive e-mail notification when an update has been made to your service request or has been closed.
- Update your profile, including your name, e-mail, phone numbers, time zone, Alternate contacts, e-mail notification and Web notification preferences.
Additional information on the IBM Service Request tool including Using, FAQs, Viewlet Tours etc... can be found on our Service Request Help Page.
