Support Reference Guide



This Support Reference Guide details the support services, contact information, and best practices for contacting support to ensure quick response and problem resolution.


For as-a-Service Customers

Contact information: SaaS Support Handbook.

For the fastest service, go to the Sterling Appendix.

For these offerings:

  • Sterling B2B Services (including hosted translation service)
  • Sterling B2B Collaboration Network (SCN) (Sterling Collaboration Network)
  • Sterling Data Synchronization Manager
  • Sterling Supplier Portal
  • Sterling Supply Chain Visibility
  • Sterling Transportation Management System
  • Sterling Web Forms
  • Managed Services (Sterling B2B Integration Services)
  • Software as a Service (SaaS)

To enter a ticket - two options:
Customer Center > Open and View cases tool.
IBM Client Success Portal

For On Premise Products Customers

Contact information: Support Handbook.

You can find country specific telephone numbers in the IBM Directory of worldwide contacts.

For these offerings:

  • Sterling Connect including Sterling Secure Proxy, Sterling Control Center(MFT)
  • Sterling Gentran, Sterling B2B Integrator, Sterling File Gateway(B2B)
  • Sterling Selling and Fulfillment Suite (SFS, MCF, MCS)

To enter a Service Request (also known as a PMR, case, or ticket)

Service Request and PMRs

Cross reference information
Segment Product Component Platform Version Edition
Commerce Sterling B2B Integrator
Commerce Sterling Order Management
Commerce Sterling Connect:Enterprise
Commerce Sterling Connect:Express
Commerce Sterling Community Manager
Commerce Sterling Control Center
Commerce Sterling File Gateway
Commerce Sterling Gentran for z/OS
Commerce Sterling Gentran:Director
Commerce Sterling Gentran:Server for iSeries
Commerce Sterling Gentran:Server for Microsoft Windows
Commerce Sterling Gentran:Server for UNIX
Commerce Sterling Secure Proxy
Commerce Sterling Selling and Fulfillment Suite

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Document information

More support for:

Sterling Connect:Direct

Software version:

3.2, 3.3, 3.4, 3.5, 3.6, 3.7, 4.7, 4.8, 5.0, 5.1

Operating system(s):

OpenVMS, Tandem NSK, Windows, i5/OS, z/OS, z/VSE

Reference #:


Modified date:


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