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.
There are two sections: "Software as a Service" and "On Premise Products"


Software as a Service

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 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

On Premise Products

Contact information: Software Support Handbook.

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 (SSFS, SOM, WMS, CPQ, 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 IBM 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
Commerce Sterling Connect:Direct Browser User Interface
Commerce Sterling Connect:Direct Application Interface for Java
Commerce IBM Call Center for Commerce
Commerce IBM QuickFile
Commerce Sterling Configure- Price- Quote
Commerce Sterling Warehouse Management System
Commerce Sterling Connect:Direct for HP NonStop
Commerce Sterling Connect:Direct for i5/OS
Commerce Sterling Connect:Direct for Microsoft Windows
Commerce Sterling Connect:Direct for OpenVMS
Commerce Sterling Connect:Direct for UNIX
Commerce Sterling Connect:Direct for VM/VSE
Commerce Sterling Connect:Direct for z/OS
Commerce Sterling Connect:Direct File Agent
Commerce Sterling Connect:Direct FTP+
Commerce Sterling Connect:Enterprise for UNIX
Commerce Sterling Connect:Enterprise for z/OS
Commerce Sterling Connect:Express for Microsoft Windows
Commerce Sterling Connect:Express for UNIX
Commerce Sterling Connect:Express for z/OS

Document information

More support for:

Sterling Commerce

Software version:


Operating system(s):

Platform Independent

Reference #:


Modified date:


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