Our Commitment to You
IBM Support is committed to help you become successful with your IBM products and services – across cloud, on-premises, and hybrid cloud platforms. Our team of experts helps ensure your success by consistently providing positive outcomes to your support experience and needs.
Cognitive- We employ predictive, Watson-infused learning features into our support tools to maximize efficiency and continually improve.
- We connect across boundaries and streamline communication to provide you with a seamless support experience.
- We enable problem avoidance by arming you with the information you need, when you need it.
- We provide enterprise support solutions at the speed your business requires.
IBM Product Support Options
Whether you are running a solution with IBM Cloud services, on-premises software, systems, appliances, hybrid environments, or non-IBM products, IBM Support is enterprise-ready and flexible - available around the clock and around the world - to help you keep your cognitive businesses running smoothly. Our support options are categorized as follows:
IBM Support Site
IBM Support site is the cognitive foundation where our support offerings are built on. It is available for FREE by all clients.
IBM Support site features
- Quickly find what you need with intuitive and cognitive methods
- Learn and share experiences with expert networks
- Engage with our support professionals with innovative tools
- Embedded into our innovative search and chat tools to give you faster and more effective results to find the answers you need.
- Infused into our case management tools to ensure issues get opened with the right information, and routed to the right skills to resolve your complex issues.
- Evolving every day
Note: You may require IBM Base or IBM Advanced Support to access certain content and features.
IBM Base Support
IBM Base Support offerings provide the foundation for production workloads. They focus on four key areas to help make you successful:
- Preventive support: unlock the business value of our products through comprehensive fixes and innovative product updates
- Production support: solve your business problems by accessing the right skills quickly and efficiently, and collaborating with our deeply skilled support professionals 24x7
- Cognitive support: optimize your support experience with the next-generation AI abilities of IBM Watson
- Omni-channel support: simplify your experience by choosing your desired support medium
- IBM Support site with integrated web, chat and forum options, or
- Phone – particularly for critical incidents
IBM Advanced Support
IBM Advanced Support offering provides additional benefits on top of Enterprise Support for a fee.
- Increased Responsiveness
- Higher Support Case Prioritization
- Priority Access to Senior Technical Support Professionals
- Mutually agreed Critical Severity 2's will be worked 24x7 if Customer agrees to work 24x7 as well
- Single Software Support Executive Sponsor for Hyper-care situations
IBM Expertise Connect
IBM Expert Lab Services Expertise Connect helps you optimize your IBM Technology.
- Dedicated Technical Account Manager (TAM) for post-deployment operations
- Best Practices/Proactive Technical Guidance
- On-demand Collaboration and assistance with:
- Architecture reviews
- Health checks
- Performance optimizations
- Upgrades
- Migrations
Comparing IBM Product Support Options
Let's help you make the right choice
IBM Support Site | IBM Base Support | IBM Advanced Support | IBM Expertise Connect | |
---|---|---|---|---|
Web and Self-Help Support
Access to the IBM Support site |
Yes | Yes | Yes | - |
Cognitive Support
Next-generation support experience with IBM Watson |
Yes | Yes | Yes | - |
Knowledge Base
Technical and support articles |
Yes * | Yes * | Yes | - |
Community of Experts
Community engagements in discussion forums |
Yes | Yes | Yes | - |
Preventive Support
Fixes and product updates |
- | Yes | Yes | - |
Production Support
24/7 collaboration with support professionals |
- | Yes | Yes | - |
Phone Support
Access to phone support |
- | Yes | Yes | - |
Faster Response Times | - | - | Yes | - |
Higher Support Case Prioritization | - | - | Yes | - |
Mutually agreed Critical Support Sev 2 cases will be worked 24x7 if customer agrees to work 24x7 | - | - | Yes | - |
Single Software Support Executive Sponsor for Hyper-care Support situations | - | - | Yes | - |
Priority access to Senior Technical Support Professionals | - | - | Yes | - |
Dedicated Technical Account Manager as on-demand product expert | - | - | - | Yes |
Accelerated business value through on-going hands-on collaboration | - | - | - | Yes |
Enhanced outcomes with technical orchestration, capacity reviews, architecture signoff, health reviews, performance recommendations | - | - | - | Yes |
Knowledge Sharing to increase client self-sufficiency | - | - | - | Yes |
Proactive Health Assessments to drive operational improvements | - | - | - | Yes |
Access to Best Practices on upgrade/migration, event readiness, new product features and more | - | - | - | Yes |
Discover which IBM product support options are available to you
Select a product area to find out which support offerings are available to you, and who to contact if you would like to learn more or to make a purchase:
Non-IBM Product Support
When you buy IBM Selected Support, IBM will provide technical expertise for "select" non-IBM based offerings as well as non-warranted IBM offerings.
For non-IBM based offerings, IBM will make available selected program defect corrections, if any, that IBM develops and non-IBM product fixes, if any, provided by the third party providers.
Support for Developers
The IBM Developer site provides code samples and content for developers.
You can join the IBM Developer community to:
- Grow your skills and reputation
- Get help from peer developers
- Explore guided learning paths
If you need dedicated assistance from IBM developers and experts to help you code your applications or build solutions, check out our On Demand Consulting offerings for options.
Additional resources:
Support for Business Partners
“We pay about $2,500 annually for the Value Package, and we were able to close a $500,000 deal because of it — that's a pretty amazing ROI from just one deal.”
Tom Hughes, Alliance Manager, Ciber
Contact Us
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