IBM Support

IBM - InfraStructure Security - Technical Support Live Chat Program

Technote (FAQ)


Question

IBM Security announces live chat as a support contact method, currently supporting IBM Security SiteProtector System, IBM Security Network Protection (XGS) and IBM Security Network Intrusion Prevention System (GX) products only. This article discusses the current program, features, restrictions, and provides a walkthrough.

Answer


    If you are not set up for live chat or need to contact Technical Support a different way, see Software Support Handbook for details on contacting Support.
    *Please check back on this page for any updates*


    IBM Security Systems - Infrastructure Security - Technical Support Live Chat Program


      IBM Security - Infrastructure Security is excited to announce a program for a support contact method for Infrastructure Security customers. We have implemented a live chat communication model in which customers can initiate a technical support live chat from the IBM Service Request Tool found on www.ibm.com. This will connect customers directly to an IBM technical support engineer.

      We are still working on developing functionality around Live Chat so that it works best for you. Any suggestions you have would be appreciated and can be submitted in a form that is presented at the end of a chat session. Currently our implementation is as follows:

      • US and Canada clients
        • 9:00am - 4:00pm (EST)
        • English Language
        • PMRs for the following IBM Security Systems Products:
            • IBM Management SiteProtector System
            • IBM Network Intrusion Prevention System (G/GX Series and XGS)
      • Latin America clients (English and Spanish only)
        • 7:30am - 4:00pm (UTC -6)
        • English and Spanish Language
        • PMRs for the following IBM Security Systems Products:
          • IBM Management SiteProtector System
          • IBM Network Intrusion Prevention System (G/GX Series and XGS)
      • Europe, Middle East, Africa (EMEA) clients
        • 9:00am - 4:00pm (UTC+1)
        • English Language
        • PMRs for the following IBM Security Systems Products:
          • IBM Management SiteProtector System
          • IBM Network Intrusion Prevention System (G/GX Series and XGS)
      • Asia Pacific (AP) clients
        • 9:00am - 4:00pm (IST)
        • English Language
        • PMRs for the following IBM Security Systems Products:
          • IBM Management SiteProtector System
          • IBM Network Intrusion Prevention System (G/GX Series and XGS)

    How do you try Technical Support Live Chat?

      To initiate a Technical Support Live chat, you must use the IBM Service Request Tool found on www.ibm.com. This means that you will first need to create a www.ibm.com account and have that account properly associated to your company’s IBM Customer Number (ICN), if you have not done so already.

      To learn more about how to properly setup and configure the Service Request Tool on www.ibm.com, please visit:

      https://www.ibm.com/support/servicerequest/help/srHelp.action

      After you have properly configured your IBM Service Request Tool you will be able to open new PMRs (Problem Management Records) from the web tool and view/update existing PMRs that you may have created.

      *If you open a PMR by phone, you will have to search for the PMR in the tool in order to be able to see it. It will not automatically populate into a list*

      If the PMR qualifies for live chat, you will see a small speech bubble next to the PMR in your list of PMRs. If you click the speech bubble, you will initiate a live chat session. Please see the screen capture below for an example.


        You can also initiate a live chat session after creating a new PMR or updating a PMR on in the Service Request Tool. The following image shows how to start the chat in this scenario.



        After you initiate the chat with one of the methods above, a form will be presented that must be completed. After submitting the form, the chat will be routed to an available IBM technical support agent. The screen capture below shows this form. If your browser prevents pop-ups, this must be disabled for the pop-up form to present itself.



        After you fill out the form and click submit, a new window will pop up which is a browser integrated web chat session powered by IBM Sametime. While it tries to connect to an available agent, you will be notified that it is trying to find an engineer.



        When the chat is delivered to an available IBM Technical Support engineer, you will be able to chat about your issue.

        Please note that to ensure the most efficient troubleshooting, an engineer may request an Assist On Site session, or to change the communication method to phone to discuss the issue at any point during the chat.

        Once the chat is complete and you close the chat window, you will be presented with the option to e-mail a copy of the chat transcript to the email address of your choice (see screen capture below).



        After you close the Email chat transcript window, you will be presented with a survey to get your opinion on the live chat contact method. We appreciate your feedback!





    Cross reference information
    Segment Product Component Platform Version Edition
    Security IBM Security SiteProtector System General Information Windows Version Independent
    Security IBM Security Network Intrusion Prevention System General Information Firmware Version Independent

    Document information

    More support for: IBM Security Network Protection
    General Information

    Software version: Version Independent

    Operating system(s): Firmware

    Reference #: 1503321

    Modified date: 13 September 2016