IBM Support

Contacting IBM WebSphere Appliance Support

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Abstract

InformatiWelcome to the IBM Support Portal. If you are looking for some information about using the Support Portal, here are some resources that will help you get started. If you are trying to open a case, (report a problem ticket with support), you can use the Service Requests & PMRs tab to get started.
on on how to contact IBM WebSphere Appliance Support for IBM DataPower Gateway Appliances, and IBM MQ Appliance.

Content

  • o open a case with IBM Support, use the following direct support link.
       
    Click the "Open a Case" button.  You will be required to log in, or to create an account if you don't have one.
     
    For more comprehensive information on support for our products, see the Support Portal home link.
     

    1. Registering on our software support site. See the "Common Support Links" section on the bottom right of this site and click on the "Support registrations" link to access the registration form. If you have already registered, you do not need to register again.
    2. Submitting a self-nomination form to get associated with your organization's maintenance agreement. You will need the machine type and serial number details of your appliance. To access our self-nomination form, see Service Request (SR) problem submission tool. Sign in with your IBM ID and password that you created when you registered. If you have already been approved, you will see the SR Welcome page. If you have not yet been approved, use the self-nomination form link to contact IBM:
      1. Choose the Request to be added as an authorized user radio button and press Continue.
      2. Identify your organization by choosing the By machine type and serial number radio button. For example, "8436" is a machine type. Enter the appropriate details in the required fields and press Submit. On the Verify platform and IBM profile information screen, select the Other checkbox, verify your profile details and press Continue. If you need assistance with this self-nomination step, contact our SR tool help desk through this form.

    Note: Once you have SR tool access, if you wish to be notified through email when your service requests are updated, make sure you indicate this preference in your SR profile. In My profile > Notification preferences, be sure the Send notifications by email also option is checked.

    Report a problem using the telephone
    1. Refer to this Directory of worldwide contacts for the appropriate phone number to call.
    2. Select the software support number and choices to open a software problem report. For example: in the US and Canada, call 1–800–IBM-SERV (1–800–426–7378) and select option 2 for software.
    3. Depending on your country of residence, you might be prompted for an IBM product family. If prompted, choose WebSphere.
    4. Let the person answering the phone know you would like to open a "Software" problem report.
    5. Provide this information to the person helping you:
      • appliance serial number
      • product name for example : "IBM DataPower Gateway" (IDG)
      • state "firmware" as the operating system / platform.

    Note: Do not send any confidential or proprietary information from your company


     
     

  • -
    1. Registering on our software support site. See the "Common Support Links" section on the bottom right of this site and click on the "Support registrations" link to access the registration form. If you have already registered, you do not need to register again.
    2. Submitting a self-nomination form to get associated with your organization's maintenance agreement. You will need the machine type and serial number details of your appliance. To access our self-nomination form, see Service Request (SR) problem submission tool. Sign in with your IBM ID and password that you created when you registered. If you have already been approved, you will see the SR Welcome page. If you have not yet been approved, use the self-nomination form link to contact IBM:
      1. Choose the Request to be added as an authorized user radio button and press Continue.
      2. Identify your organization by choosing the By machine type and serial number radio button. For example, "4195" is a machine type. Enter the appropriate details in the required fields and press Submit. On the Verify platform and IBM profile information screen, select the Other checkbox, verify your profile details and press Continue. If you need assistance with this self-nomination step, contact our SR tool help desk through this form.
    Note: Once you have SR tool access, if you wish to be notified through email when your service requests are updated, make sure you indicate this preference in your SR profile. In My profile > Notification preferences, be sure the Send notifications by email also option is checked.

    Report a problem using the telephone

    Refer to this Directory of worldwide contacts for the appropriate phone number to call.
    1. Select the software support number and choices to open a software problem report.
      For example: in the US and Canada, call 1–800–IBM-SERV (1–800–426–7378) and select option 2 for software.
    2. If prompted, choose WebSphere.
    3. Let the person answering the phone know you would like to open a "Software" problem report.
    4. Provide this information to the person helping you:
      • Appliance serial number (customer number and serial number must match)
      • Product name: "IBM DataPower Gateway"
      • Platform: state "Firmware" as the operating system / platform.
     
     



    Report a problem using the SR tool

    Authorization for the SR tool involves two steps:
    • - If you don't know your machine type...


      For DataPower SOA appliances, to determine your machine type, select Administration > System Settings. Check the product id.

       
      Product Id Machine Type.
      9006 MT 8436
      9007 MT 8441

      Use this table if you have one if these appliances:
       
      Appliance Product Name Machine Type
      IBM MQ Appliance 8436
       
       

  • - References


    For help defining the problem, gather background information, and determine the severity of the problem, refer to the Appliance Support Handbook. This document is available in HTML format or PDF.

    For DataPower appliances, this MustGather document will provide details on the data to collect that will assist IBM Support in troubleshooting and resolving the issue.

    Note: Do not send any confidential or proprietary information from your company
     

     

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Document Information

Modified date:
26 September 2022

UID

swg21236322

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