Contacting IBM Software Support
IBM® Software Support provides assistance with product defects, answering FAQs, and performing rediscovery.
Before you begin
After trying to find your answer or solution by using other self-help options such as technotes, you can contact IBM Support. Before contacting IBM Support, your company must have an active IBM maintenance contract, and you must be authorized to submit problems to IBM. For information about the types of available support, see the Support portfolio topic in the Software Support Handbook.
When contacting IBM Software Support it is important to understand
what support is available through IBM:
- Specific product questions: If you have been trained on the product, you can submit specific questions or concerns.
- Defect support: The analysis and necessary work required to resolve a product defect or provide a workaround.
- Script operations: For questions regarding a script operation
or for reporting a possible defect with a script operation, you must
simplify your question or problem to approximately 5 lines of code
or less.
- IBM does not provide support for debugging and analysis of custom scripts.
- Enhancement requests: Requests for new functionality added to the product.
Requests that are not within the scope of IBM Software Support and require you to contact
either your Sales or Professional Services representative:
- Miscellaneous work: Work or assistance that requires extensive IBM involvement during installation or the implementation process which includes complex installations or installation across multiple platforms.
- Support for untrained customers: Requests for step by step IBM help but do not have the required IBM product training. IBM Education offers customer training if additional staff training is needed. Check the IBM website for specific information about available courses.
- Custom scripts or scripting: No support is provided for scripts that you have written or require debugging. All customized scripts written by Professional Services become owned and maintained by you, the customer, after Service's work has been completed. Technical Support is not available for writing or debugging custom scripts.
- Data recovery: We strongly advise you to routinely back up your data.
- Performance or tuning assistance or recommendations that require customer data.