Contacting IBM WebSphere Appliance Support

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Abstract

Information on how to contact IBM WebSphere Appliance Support for IBM WebSphere DataPower SOA Appliances, IBM WebSphere Cast Iron Appliances, IBM Workload Deployer. IBM Cloud Burst Appliance, IBM DataPower XC10 Appliance, and IBM DataPower Edge Appliance XE82.

Content

Expand the following sections for specifics by machine type.
  • - M/T 9235, 7198, 7199 or 2426



    Important Note: New appliances purchased from the Passport Advantage (PA) site are Machine Type (M/T) 2426.
    The 2426 M/T includes the new 7198 and 7199 appliances purchased from PA.
    The firmware will still report the M/T of 7199 or 7198 but if use these the PMR may not be entitled correctly.
    See this technote for details and how to store the 2426 M/T in the firmware for easy access:


    Report a problem using the SR tool

    Authorization for the SR tool involves two steps:

    1. Registering on our software support site. See the "Common Support Links" section on the bottom right of this site and click on the "Support registrations" link to access the registration form. If you have already registered, you do not need to register again.
    2. Submitting a self-nomination form to get associated with your organization's maintenance agreement. You will need the machine type and serial number details of your appliance. To access our self-nomination form, see Service Request (SR) problem submission tool. Sign in with your IBM ID and password that you created when you registered. If you have already been approved, you will see the SR Welcome page. If you have not yet been approved, use the self-nomination form link to contact IBM:
      1. Choose the Request to be added as an authorized user radio button and press Continue.
      2. Identify your organization by choosing the By machine type and serial number radio button. For example, "7199" is a machine type. Enter the appropriate details in the required fields and press Submit. On the Verify platform and IBM profile information screen, select the Other checkbox, verify your profile details and press Continue. If you need assistance with this self-nomination step, contact our SR tool help desk through this form.

    Note: Once you have SR tool access, if you wish to be notified through email when your service requests are updated, make sure you indicate this preference in your SR profile. In My profile > Notification preferences, be sure the Send notifications by email also option is checked.

    Report a problem using the telephone
    1. Refer to this Directory of worldwide contacts for the appropriate phone number to call.
    2. Select the software support number and choices to open a software problem report. For example: in the US and Canada, call 1–800–IBM-SERV (1–800–426–7378) and select option 2 for software.
    3. Depending on your country of residence, you might be prompted for an IBM product family. If prompted, choose WebSphere.
    4. Let the person answering the phone know you would like to open a "Software" problem report.
    5. Provide this information to the person helping you:
      • appliance serial number
      • product name for example : "IBM WebSphere DataPower"
      • state "firmware" as the operating system / platform.

    Note: Do not send any confidential or proprietary information from your company





  • - M/T 4195 or 8436



    If you believe the problem is related to the IBM WebSphere DataPower Integration Blade XI50B 4195 hardware, contact IBM hardware support by using a phone number on this worldwide contacts page, or contact the IBM DataPower appliance support team

    Report a problem using the SR tool

    Authorization for the SR tool involves two steps:

    1. Registering on our software support site. See the "Common Support Links" section on the bottom right of this site and click on the "Support registrations" link to access the registration form. If you have already registered, you do not need to register again.
    2. Submitting a self-nomination form to get associated with your organization's maintenance agreement. You will need the machine type and serial number details of your appliance. To access our self-nomination form, see Service Request (SR) problem submission tool. Sign in with your IBM ID and password that you created when you registered. If you have already been approved, you will see the SR Welcome page. If you have not yet been approved, use the self-nomination form link to contact IBM:
      1. Choose the Request to be added as an authorized user radio button and press Continue.
      2. Identify your organization by choosing the By machine type and serial number radio button. For example, "7199" is a machine type. Enter the appropriate details in the required fields and press Submit. On the Verify platform and IBM profile information screen, select the Other checkbox, verify your profile details and press Continue. If you need assistance with this self-nomination step, contact our SR tool help desk through this form.
      Note: Once you have SR tool access, if you wish to be notified through email when your service requests are updated, make sure you indicate this preference in your SR profile. In My profile > Notification preferences, be sure the Send notifications by email also option is checked.

      Report a problem using the telephone

      Refer to this Directory of worldwide contacts for the appropriate phone number to call.
      1. Select the software support number and choices to open a software problem report.
        For example: in the US and Canada, call 1–800–IBM-SERV (1–800–426–7378) and select option 2 for software.
      2. If prompted, choose WebSphere.
      3. Let the person answering the phone know you would like to open a "Software" problem report.
      4. Provide this information to the person helping you:
        • Appliance serial number (customer number and serial number must match)
        • Product name: "IBM WebSphere DataPower"
        • Component id: "DP905XI52".
        • Platform: state "Firmware" as the operating system / platform.



    • - If you don't know your machine type...


      If your appliance is a Blade in IBM Blade Center the machine type is M/T 4195
      For DataPower SOA appliances, to determine your machine type, select Administration > System Settings. Check the product id.

      Product Id Machine Type.
      9004 M/T 9235
      4195 4BX M/T 4195 which is a Blade appliance in a IBM Blade Center (or if purchased from Passport Advantage the M/T is 2426)
      9005 M/T 7199, 7198 or 2426

      Use this table if you have one if these appliances:

      Appliance Product Name Machine Type
      IBM WebSphere Cast Iron Appliances 9235 or 7198 (same instructions)
      IBM Cloud Burst Appliance 9235
      IBM DataPower XC10 Appliance 9235, 7199 or 2426
      IBM DataPower Edge Appliance XE82 7199
      IBM Work Load Deployer 7199



    • - References


      For help defining the problem, gather background information, and determine the severity of the problem, refer to the Appliance Support Handbook. This document is available in HTML format or PDF.

      For DataPower appliances, this MustGather document will provide details on the data to collect that will assist IBM Support in troubleshooting and resolving the issue.

      Note: Do not send any confidential or proprietary information from your company



    Related information

    MustGather: Read first
    Collecting data instructions
    DataPower SOA Appliances support site
    DataPower SOA Appliances Forum
    DataPower SOA Appliances Q&A forum

    Cross reference information
    Segment Product Component Platform Version Edition
    Business Integration WebSphere DataPower Cast Iron Appliance XH40 Enterprise Edition V6 OTC license
    Business Integration WebSphere DataPower B2B Appliance XB62 5.0.0, 6.0.0, 6.0.1, 7.0.0
    Business Integration WebSphere DataPower Integration Appliance XI52 5.0.0, 6.0.0, 6.0.1, 7.0.0
    Business Integration WebSphere DataPower Integration Appliance XI52 Virtual Edition 5.0.0, 6.0.0, 6.0.1, 7.0.0
    Business Integration WebSphere DataPower Service Gateway XG45 5.0.0, 6.0.0, 6.0.1, 7.0.0
    Business Integration WebSphere DataPower Service Gateway XG45 Virtual Edition 5.0.0, 6.0.0, 6.0.1, 7.0.0

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    Document information


    More support for:

    WebSphere DataPower SOA Appliances
    General

    Software version:

    5.0.0, 6.0.0, 6.0.1, 7.0.0

    Operating system(s):

    Firmware

    Software edition:

    Edition Independent

    Reference #:

    1236322

    Modified date:

    2014-08-04

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