Answers to 5 Common Support Questions

Technote (FAQ)


Question

Answers to 5 Common IBM Security Support Questions

Answer

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

Return to top of page

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

Return to top of page

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

Return to top of page

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

Return to top of page

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.

Return to top of page


Cross reference information
Segment Product Component Platform Version Edition
Security IBM RealSecure Server Sensor for AIX
Security IBM Security QRadar Log Manager
Security IBM Security QRadar Network Anomaly Detection
Security IBM Security QRadar Risk Manager
Security IBM Security QRadar SIEM
Security IBM Security Virtual Server Protection for VMware
Security IBM Security zSecure Admin
Security IBM Security zSecure Administration
Security IBM Security zSecure Audit
Security IBM Security zSecure Command Verifier
Security IBM Security zSecure Compliance and Administration
Security IBM Security zSecure Visual
Security Internet Scanner Software
Security PGP Corporation Encryption Software and Support
Security Rational Policy Tester
Security Rational Software Analyzer
Security Proventia Desktop Endpoint Security
Security Proventia Network Enterprise Scanner
Security Proventia Network Multi-Function Security
Security IBM Security SiteProtector System
Security Proventia Virtualized Network Security Platform
Security Proventia Network Mail Filter

Rate this page:

(0 users)Average rating

Document information


More support for:

IBM SecureWay Firewall
General Information

Software version:

All Versions

Operating system(s):

Platform Independent

Reference #:

1625508

Modified date:

2014-02-27

Translate my page

Machine Translation

Content navigation