Work with Support
When you need to contact IBM Support, use online tools to guide
you through the process and to provide important diagnostic data
so IBM can help identify and solve your problem:
Complete, customized support.
Software support handbook
Detailed description of support at IBM, including support contract and contact information
| Features | Benefits |
|---|---|
| Find answers to support questions | Complete reference document for all aspects of support at IBM. |
| Access and search information quickly | Available in HTML for easy access and navigation. Also available in pdf for those who want a hard copy. |
Online Service Requests
Online tool for reporting and tracking service requests
| Features | Benefits |
|---|---|
| Open, edit and track problem reports online | View and manage all service requests online, regardless of channel of input or of open/closed status. Service requests archived up to one year are also available. |
| Update your profile to personalize | Use your profile to personalize many functions, such as "Preferred Products/Components" and "Saved searches," to make common tasks easier to perform. |
| Attach files to service requests | Attach multiple files to the service request online to ensure IBM support engineers have the relevant diagnostic data. |
| Create, view and update service requests in your preferred language | Available in 13 languages, allowing you use the tool in your native language. |
| Provide access to your IBM Business Partner | Collaborate on service requests with your IBM-authorized business partners, giving them access to review the problem, diagnostic data, and resolution. |
IBM Assist On-site
A secure, on-demand, hosted service that allows IBM Support Engineers to connect to client systems
| Features | Benefits |
|---|---|
| Join a secure, remote session | Allows IBM to resolve problems quicker by delivering virtual on-site assistance anywhere, at any time, without the need for any pre-installed software. Allows the IBM Support engineer to perform complex tasks directly and exchange information with the client system. |
| Reduce time to resolution | Allows IBM to interact with client systems without requiring changes to the client's network configuration or firewalls. |
| Exchange information in a secure manner | Strong security features, including encryption of all exchanged data, anti-spoofing and intrusion prevention features, and data privacy protection. Allows IBM and the client to freely exchange the information needed to resolve problems quickly. |
Technical Support Chat
Instant messaging service to connect to IBM representatives available to eligible clients
| Features | Benefits |
|---|---|
| Chat with support about an open service request | Provides increased accuracy of resolutions with ability to share command strings and Internet links. Can subsidize voice when there are background noises or language differences. Saves time and reduces downtime. Convenient! |
| Establish a "Life line" with IBM Support | Lightweight, fast way to keep in touch over longer running client actions - rebuilds, reloads. Rather than prearrange a call time allows a chat community meeting place to provide periodic updates / status on progress. Great for making and maintaining contact with IBM, allows multi-tasking, provides an effective communication vehicle. |
| Benefit from convenience of chat technology | Improves convenience, efficiency and accuracy. Variety of chat deployments can be done using the same technology. Premium services, SR, open service request, supplement voice with instant written communications using hot link URLs or highlighting. |
| Supports variety of chat scenarios and group chat | Can support live, callback and a variety of support center paradigms, yet allows sharing of a chat across experts, including you, IBM, and IBM Business Partners. |
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