IBM Software Support provides assistance with product defects.
Before contacting IBM Software Support, your company must have an active IBM software maintenance contract, and you must be authorized to submit problems to IBM.
Follow the steps in this topic to contact IBM Software Support:
When you report a problem to IBM, you will be asked to supply a severity level. Therefore, you need to understand and assess the business impact of the problem you are reporting. Use the following criteria:
Severity | Impact | Characteristic |
---|---|---|
1 | Critical | You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution. |
2 | Significant | The program is usable but is severely limited. |
3 | Moderate | The program is usable with less significant features (not critical to operations) unavailable. |
4 | Minimal | The problem causes little impact on operations, or a reasonable circumvention to the problem has been implemented. |
When explaining a problem to IBM, be as specific as possible. Include all relevant background information so that IBM Software Support specialists can help you solve the problem efficiently. To save time, know the answers to these questions:
To find out what information and files you will need to
supply when opening a problem management record (PMR), see CICS Transaction Gateway MustGather.
You can submit your problem in one of two ways:
IBM publishes resolved APARs on the IBM product support Web pages daily, so that other users who experience the same problem can benefit from the same resolutions.