Support Reference Guide

Technote (troubleshooting)


Problem(Abstract)

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

Resolving the problem

For as-a-Service Customers
  • Sterling B2B Services (which include hosted translation service)
  • Sterling Collaboration Network (SCN) (Sterling B2B 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
Cases should continue to be entered through the Customer Center > Open and View cases tool.

Alternatively, you can start at the IBM Client Success Portal . Select the IBM Sterling offering and sign in.


For Contact information:
Contact information is available in the SaaS Support Handbook . For the fastest service, go to the Sterling Appendix.
Note: Firefox and Chrome browsers will take you directly to Appendix D. For IE and Safari browsers, you will need to navigate within the PDF to Appendix D.


For On Premise Products Customers

  • 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)

As of 1 February 2012, you will use IBM systems and contact numbers for case tracking. You will enter your cases, also known as Problem Management Records (PMRs), through the Service Request tool which does require that you register for an IBM ID.

For Contact information:
Contact information is available in the Support Handbook. You can find country specific telephone numbers in the IBM Directory of worldwide contacts.


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
Documentation

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 #:

1508742

Modified date:

2012-06-27

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