Using IBM Software Support - Top Tips
Customer numbers and contact information for customers using IBM Support systems and processes.
Please Note: Should you have questions, please do not hesitate to contact Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.
The information found on this page contains important details on how ICNs (IBM Customer Numbers) relate to each of the Business Analytics Support offerings, and how you will use these ICNs to access support from IBM.
Step #1: Find your IBM Customer Number (ICN)
STC = IBM Site Technical Contact
|To find your ICN||If you are not the STC, contact your STC
If you are the STC, email Business Analytics Client Care at ClientCare@ca.ibm.com
|If you don't know who your STC is||Email Business Analytics Client Care at ClientCare@ca.ibm.com|
Step #2: Understand Your ICNs
Every installation with Business Analytics entitlements reflecting Business Analytics Standard Support will have an ICN that is to be used to receive associated support for that environment. Your ICN can only be used to access support in the country to which it is associated.
Therefore you may have multiple ICNs with different IBM Site Technical Contacts.
If you have added Global Support, for every country where you require support outside the base installation site, you will have an additional ICN to access support. You will only use these ICNs to access support, not for billing. If you are not using the IBM Service Request (SR) tool, you will need to use the local country phone number for each ICN (located at https://www.ibm.com/planetwide/) for support.
Support Providing Partners
If you are a Support Providing Partner, you will have an ICN that will reflect the entitlement(s) of your client(s). You should use this single ICN for accessing support for your environment(s) and that of your client(s), in the country where your ICN is associated. If Global, SDK, Advantage, Alliance or Premier Support were also added, please refer to the details above.
The IBM Support Portal becomes your home for the software support and services you need. We have online support tools and resources that provide comprehensive technical information to diagnose and resolve problems and maintain your IBM Clarity products.
The Software Support Handbook explains IBM's commitment to supporting clients and its software support organization.
Step #3: Additional information
• ICNs are always 6 or 7 digits long, but the IBM Service Request (SR) tool requires that they always be entered as a 7 digit number. When you are using the IBM SR tool, prefix a 6 digit ICN with a zero.
• Do not use your ICNs for downloads as they will not allow this capability. Business Analytics Software product downloads are accessed via your IBM Site Number provided to the named IBM Primary Contact for your company. See Tip #2: IBM Contacts Explained for details on the IBM Primary Contact.
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Tip #2: IBM Contacts Explained
For questions on your IBM Customer Number (ICN), associated entitlements, or any of the designated contacts for your site/ICN, please contact Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.
Below you will find brief descriptions for the various IBM contact roles to help you better understand the role itself and responsibilities of the person nominated to that role.
Designated Contacts for a Site/IBM Customer Number (ICN)
Your site/ICN may have up to six distinct contacts designated to fulfill various roles in managing your site’s support relationship with IBM and users that you wish to access the services available under your subscription and support agreements. The same person may be designated to more than one role, and may be designated to the same or different roles for other sites.
Primary Contact / Business Contact
As the Primary Contact, sometimes called the Business Contact, you are the person entering into the contractual relationship with IBM on behalf of your company. If you are the only contact specified, IBM may consider you to be the sole contact for all roles described below. It is your responsibility to ensure that the appropriate people are designated for the other site contact roles if you will not fulfill these roles yourself.
Administration Contact / Proof of Entitlement Contact
As the Administration Contact, sometimes known as the Proof of Entitlement Contact, you are responsible for requesting and authorizing account information changes. In addition, IBM will send you documents including Software Maintenance Renewal notices (unless a specific Software Maintenance Renewal Contact is designated), software upgrade availability notifications, Proofs of Entitlement, etc. You are the primary contact for the IBM Software and Services On-line Tool for product downloads under your site’s subscription and support agreements and are responsible for managing user access to this tool.
Site Technical Contact
As the Site Technical Contact (STC) you are responsible for overall support compliance of the site associated with a specific IBM Customer Number, and for managing user access to the IBM Service Request Tool.
Software Maintenance Media Shipping Contact
Product upgrades are primarily delivered by electronic download. However, each site may request and receive one set of media when product upgrades become commercially available. As the Software Maintenance Media Shipping Contact product upgrade media will be shipped to you, unless otherwise specified in the request for media shipment. Please note: This process is more time consuming than electronic download from this site.
Software Maintenance Renewal Contact
As the Software Maintenance Renewal Contact you are responsible for assisting with Software Maintenance Renewals.
As the Billing Contact you will receive, where applicable, billing communications.
How to Change Your Site’s Designated Contacts
Your site’s Primary/Business Contact or Administration Contact is responsible for ensuring that your site’s designated contacts are maintained. When the current legacy software support and maintenance agreement assumed by IBM is later renewed under a standard IBM Passport Advantage subscription and support agreement then any changes to your site’s designated contacts can be made on-line through the Passport Advantage On-Line tool. Until then, to change any of the information for one of the above designated roles, please send an email to the most appropriate of the following addresses based on the country where your site is located:
Europe, Middle East, Africa: ClientCare@ca.ibm.com
Asia Pacific: firstname.lastname@example.org
Please be sure to include all of the following information:
- Company/Organization Name
- IBM Site ID (if known)
- IBM Customer Number
- Name of position to be updated (from the above list)
- First name and last name of the contact to be designated to that position
- Note: If the country where this site is located uses a non-Roman alphabet please provide the contact’s first name and last name in both English and the native character set.
- Contact’s Email Address
- Contact’s Phone Number
Please be aware that if you submit a request for changes and are not currently the designated Primary/Business Contact or Administration Contact you may be contacted to confirm that you have the appropriate authority within your organization to request such changes.
Designated Contacts for the IBM Service Request Tool (Assisted Technical Support)
The IBM Service Request tool (IBM SR tool), at https://www.ibm.com/support/servicerequest, is used to submit and manage your online Service Requests (SRs), also known as Problem Management Records (PMRs), for assisted technical support. There are five designated roles for users of this tool.
Since your Site Technical Contact (STC) manages user access to this tool, if you don’t know who this is please email Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.
Site Technical Contact (STC)
As the STC you are responsible for managing the IBM SR tool access for up to nine Technical Contacts (TCs), and an unlimited number of Authorized Users, Authorized Readers, and Business Partners. You may open SRs and view all SRs for your site/ICN. There is only one STC per site/ICN.
Approved by the STC, you are responsible for assisting in managing your company’s list of Authorized Users, Authorized Readers, and Business Partners, to allow them access to the IBM SR tool. You may open SRs and view all SRs for your site/ICN. There may be up to nine Administrators per site/ICN.
Full or Basic Authorized User
Approved by the STC or an Administrator, as an Authorized User you have been designated to open and view all SRs for your site/ICN. A Full Authorized User can view all SRs for the ICN. A Basic User can only view the SRs that user has logged.
Approved by the STC or a TC, as a Reader you have been designated to view all SRs for your site/ICN.
Approved by the STC or a TC, as a business partner you have been designated to open SRs for the customer’s site/ICN. You may also be given access to specific SRs opened by the customer’s own users on a case-by-case basis.
Designated Contacts for the IBM Software and Services On-line Tool (Product Downloads)
The IBM Software and Services On-Line Tool, at https://www.ibm.com/software/howtobuy/passportadvantage/paocustomer, is used to download the current release of the software products covered by your site’s subscription and support agreements. There are three designated roles for users of this tool.
Since your site Administration Contact manages user access to this tool, if you don’t know who this is please email Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.
Primary Contact (See Administration Contact above)
As the Primary Contact within this tool you will approve access requests from users, and will receive all download account management and software download instruction communications. You may authorize up to four Secondary Contacts to assist you with user management. There is only one Primary Contact for this tool per site/ICN.
As a named Secondary Contact, you are authorized by the tool’s Primary Contact to grant users access to the IBM Software and Services On-Line Tool and determining their access privileges. There may be up to four Secondary Contacts for this tool per site/ICN.
As a user, you are authorized by the tool’s Primary Contact or a Secondary Contact to download the software products covered by your site’s subscription and support agreements.
|Business Analytics||Clarity 7|