How do I submit a question to IBM Support?
IBM Support is available via phone and web.
In either case, you need your IBM Customer Number.
Which one is better?
In general, the IBM Support Web site allows you to submit a question directly
to the support team. You are free to describe your question in as much detail
as desired, knowing that your words will reach the appropriate support team
exactly as written.
Additionally, you can attach screenshots, program files, or archives to your
service request, potentially saving some time on the response.
That said, it does take some effort to set up your MyIBM Web Account for
web support. You need to link your web account with the IBM Customer Number,
then have that approved by the Primary Site Technical Contact.
This can take some time, if you're in a hurry.
Alternatively, you can contact IBM Support through the phone. You can usually
reach a contact person quickly, even during peak hours. Generally, you only
need the name of the product, and your IBM Customer Number.
However, most phone questions are entered and stored into our support database,
and only then routed to the appropriate support team. This can mean a small
delay, although transcription errors have been known to occur.
These do not normally happen with cases submitted over the Web.
In any case, both approaches will get your question to the correct support team
as quickly as possible. You are free to choose whichever approach you are
most comfortable with; the IBM support team will try hard to make sure that
all questions are resolved as best as possible.
If you have any questions with the transition to IBM Support, you can open a new service request.
IBM ILOG optimization and supply chain customers with transition questions can also contact us at firstname.lastname@example.org
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