Answers to 5 Common Support Questions

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Answers to 5 Common IBM Security Support Questions

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Where can I find troubleshooting information on my products?

How can I be assured IBM Support understands my problem?

What is the escalation process?

What steps can I take to be proactive and avoid problems in the future?

Where can I find out more about how IBM Electronic Support can make my life easier?


Where can I find troubleshooting information on my products?

The IBM Support Portal is the one-stop-shop for finding relevant information about your products. The IBM Support Portal provides powerful features that make it fast and easy to find the exact information or tool you need.


• Select your IBM products and the task at hand for direct access to all pertinent resources.
• Browse featured support links that guide you to the most critical, useful information and tools.
• Filter the results of a simple text search with one click to pinpoint the most appropriate documents.
• Personalize the pages to include exactly the type of information you need, arranged most effectively for you.


IBM Support Portal Homepage

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How can I be assured IBM Support understands my problem?

You can use the IBM Service Request Application to open, update, monitor your service requests (formally called Problem Management Records - PMRs) on-line and to report problems on nearly all IBM supported software products. This will allow you the ability to bypass the basic set of questions allowing your problem to be directed to the proper product support team. The product support team will contact you via your preferred communication channel (email, phone, etc). The IBM preferred method for opening a severity 1 issue after hours is via phone support in addition to submitting it electronically.


With IBM Service Request you can:


• Describe software issue and environment in problem submission form (eliminates call center contact).
• Monitor/update existing requests – view a list of all service requests associated with customer numbers for support contracts.
• Attach multiple files to service requests.
• Receive notification when your service request has been updated by IBM Support.


Getting started with IBM Service Request | Service Request How-to Video

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What is the escalation process?

If at any point in our service process, you feel we are not meeting our commitments, you may call our attention to this problem by doing one or all of the following:

• Be certain to explain the business impact of your problem to the service representative.
• Ask IBM Support to raise the Severity Level of the problem
• Call and ask to speak to the person’s manager - Escalations to an IBM manager will receive prompt attention and management focus.
• Call and ask for a “Duty Manager” - The Duty Manager or field manager will work with our technical staff to ensure your request is being handled
appropriately.
• Escalate by opening a Complaint or nominate as a Critical Situation or (“Crit Sit”), if warranted.


Details on how to do each of the above can be found in the IBM Support Handbook. IBM directory of worldwide contacts

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What steps can I take to be proactive and avoid problems in the future?

We know it’s hard to stay informed. That’s why we have a system that will email you when new fixes or alerts come out. With My Notifications you can receive daily or weekly announcements through email, custom Web pages and RSS feeds. These customizable communications can contain important news, new or updated support content, publications, hints and tips, technical notes, product flashes (alerts) and downloads and drivers. The tool allows you to customize and categorize the products you want to monitor. You can also select any of the available delivery methods to suit your support needs.

My Notifications How-to Video

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Where can I find out more about how IBM Electronic Support can make my life easier?

What a great question! Additional information including documentation, tutorial videos and social channels can be found at the IBM Electronic Support homepage.

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Cross reference information
Segment Product Component Platform Version Edition
Security Tivoli Security Policy Manager
Security Tivoli Security Operations Manager
Security Tivoli Security Management for z/OS
Security Tivoli Security Information and Event Manager
Security Tivoli Security Compliance Manager
Security Tivoli Risk Manager
Security Tivoli Public Key Infrastructure
Security IBM Security Key Lifecycle Manager
Security Tivoli Privacy Manager
Security IBM Security Key Lifecycle Manager
Security Tivoli Intrusion Manager
Security IBM Security Identity and Access Manager
Security IBM Security Identity and Access Assurance
Security Tivoli Federated Identity Manager
Security IBM Security Directory Server
Security IBM Security Directory Integrator
Security Tivoli Data and Application Security
Security Tivoli Compliance Insight Manager
Security Tivoli Access Manager for Operating Systems
Security Security AppScan Standard
Security Security AppScan Source
Security Security AppScan Enterprise
Security IBM Security Identity Manager
Security IBM Security Access Manager for Enterprise Single Sign-On
Security IBM Security Privileged Identity Manager
Security IBM Security Network Controller
Security IBM Security Host Protection
Security IBM Security Network Protection
Security IBM Security Key Lifecycle Manager for Storage

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Document information


More support for:

IBM Security Access Manager for Web

Software version:

Version Independent

Operating system(s):

All Platforms

Reference #:

1625441

Modified date:

2014-02-27

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