IBM Security Systems Support Resources - Threat / Infrastructure Protection

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Abstract

If you experience difficulty when contacting IBM Software Support, or if you do not know your IBM Customer Number (ICN), please contact your IBM Sales Representative.

Content

Directory of worldwide contacts

Access online tools Knowledge management
MyISS Customer Support Portal Access Don't have an account? Register now
MyISS access issues? Click Sign In Help - how to contact IBM Software Support
Use MyISS - administer OneTrust licenses for:
  • Proventia Management SiteProtector
  • IBM Security Virtual Server Protection for VMware®
  • Proventia Network Multi-Function Security
  • Proventia Network Enterprise Scanner
  • Proventia Server for Linux

Important: The Product Download Center (DLC) is migrating to the Flexera License Key and Download Center to provide better service to IBM customers. Some customers will need to make configuration changes to firewalls and proxies prior to using the new DLC. Please review the Technotes below for detailed information:
Technote 1625720
Technote 1437057
IBM Security product documentation or online training can be accessed by clicking on the specific link below:
Security Systems Product Documentation

Security Systems Education Assistant

IBM Security - Home
IBM Managed Security Services (MSS) IBM X-Force research
Virtual Security Operations Center (VSOC)
Click here for Portal Access
XPUs by Product
Product Coverage by Microsoft Bulletin
X-Force Database
IBM Security White Papers
Product licensing resources
IBM Security Systems Licensing Center
The majority of IBM Security System's Threat products utilize Flexera Software's License Key Center (LKC) for product licensing. The LKC can be accessed by clicking the hyperlink above or via https://ibmss.flexnetoperations.com.

For legacy products Internet Scanner and Multifunction MX FW 3.x, you should continue to access the License Registration Center (https://www1.iss.net/lrc/) to download WOS license keys.
Licensing Issues?
In an effort to provide customers with prompt and accurate assistance with product license issues, a licensing support team was created. This team has established close working relationships with other departments to ensure timely response and resolution to customer concerns.

Review the Frequently Asked Questions (FAQ) document for solutions to the most common licensing issues.
LicFAQExt.pdfLicFAQExt.pdf
IBM Security Systems Appliance Service and Support Product lifecycle information
How do you request a replacement for a faulty appliance? (formerly known as Advance Hardware Exchange or RMA)?

IBM Security Appliance Machine Exchange Service

Special offerings are available for Network Protection Appliances in Japan. For more information, please consult this web page:
日本国内向けプレミアム・サービスのサービス内容について
Security Systems Lifecycle Policy

Security Systems Lifecycle Dates

Contacting IBM Software Support
Visit the IBM Support Portal - www.ibm.com/software/support

Submitting problems electronically using IBM Service Request (SR)
Click to access IBM Service Request

The SR application is the quickest and most efficient method to request service or support for your IBM Security Threat Protection software and appliances. SR allows you to submit all of the pertinent information about your problem, including logs or other files, in a quick and efficient manner. This should save you time and may also improve problem resolution time.

You can also use your mobile device to submit / update / review your Service Requests and PMRs. For more information, see Using IBM Service Request on your mobile device.

Telephone / voice access - visit the IBM Directory of worldwide contacts to find the number for your location. When contacting IBM Support by telephone, always choose the option for Software Support (Option #2). You will be required to provide your IBM Customer Number (ICN) and company name to ensure you receive the level of support and / or service to which you are entitled. As a reminder, service and support for your IBM Security Threat Protection software and appliances is provided by IBM Software Support.

IBM Support Resources
If you are new to the IBM Support Portal, please visit the IBM Electronic Support channel on YouTube to learn about the IBM Electronic Support portfolio. http://www.youtube.com/user/IBMelectronicsupport

Related information

IBM Appliance Support Handbook


Cross reference information
Segment Product Component Platform Version Edition
Security IBM Security SiteProtector System Not Applicable
Security Proventia Network Multi-Function Security Not Applicable
Security IBM Security Virtual Server Protection for VMware Not Applicable
Security Internet Scanner Software Not Applicable
Security Proventia Network Enterprise Scanner Not Applicable
Security Proventia Virtualized Network Security Platform Not Applicable
Security IBM Security Host Protection RealSecure Server Sensor
Security IBM Security Host Protection Proventia Server
Security IBM Security Network Controller Not Applicable
Security Proventia Desktop Endpoint Security Not Applicable
Security IBM Security Access Manager for Web WebSeal AMP Appliance
Security IBM Security Network Protection Not Applicable

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Document information


More support for:

IBM Security Network Intrusion Prevention System

Software version:

4.5, 4.6, 4.6.1

Operating system(s):

Firmware

Reference #:

1447087

Modified date:

2011-05-26

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