Contacting IBM Support
IBM Support provides assistance with product defects, answers FAQs, and helps users resolve problems
with the product.
Before you begin
Before you contact IBM Support, search for an answer or a solution by using other options first:
v
See the Support portfolio topic in the
Software Support Handbook
for information about the types of
available support.
v
Check IBM Technotes, accessible through the IBM Support Portal.
If you are unable to find an answer or a solution in the Support portfolio or in the IBM Technotes, check
to be sure your company or organization has an active IBM maintenance contract, and that you are
authorized to submit a problem to IBM, before you contact IBM Support.
Procedure
To contact IBM Support:
1.
Define the problem, gather background information, and determine the severity of the problem. For
more information, see the Getting IBM support topic in the
Software Support Handbook
.
2.
Gather diagnostic information.
3.
Submit the problem to IBM Support in one of the following ways:
v
By using IBM Support Assistant (ISA), if the Service Request tool is enabled on your product.
– Any data that has been collected can be attached to the service request. Using ISA in this way
can expedite the analysis and reduce the time to resolution.
v
Online through the IBM Support Portal: You can open, update, and view all of your service
requests from the Service Request portlet on the Service Request page.
v
By telephone for critical, system down, or severity 1 issues. For the telephone number to call in
your region, see the Directory of worldwide contacts web page.
Results
If the problem that you submit is for a software defect or is about missing or inaccurate documentation,
IBM Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem
in detail. Whenever possible, IBM Support provides a workaround that you can implement until the
APAR is resolved and a solution is delivered to you. IBM publishes resolved APARs on the IBM Support
website daily, so that other users who experience the same problem can benefit from the same resolution.
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10G Network Active Bypass V3.4: User Guide
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