Before you contact IBM® technical support

If you encounter a problem that you cannot resolve by consulting the documentation, your company's designated support contact can log a call with IBM® technical support. Use these guidelines to ensure that your problem is resolved efficiently and successfully.

If you are not a designated support contact at your company, contact your IBM® administrator for information.

Information to gather

Before you contact IBM® technical support, gather the following information:

A brief description of the nature of your issue.

Detailed error messages that you see when the issue occurs.

Detailed steps to reproduce the issue.

Information about your product and system environment, which you can obtain as described in "System information."

System information

When you call IBM® technical support, you might be asked to provide information about your environment.

If your problem does not prevent you from logging in, much of this information is available on the About page, which provides information about your installed IBM® applications.

You can access the About page by selecting Help > About. If the About page is not accessible, check for a version.txt file that is located under the installation directory for your application.

Contact information for IBM® technical support

For ways to contact IBM® technical support, see the IBM® Product Technical Support website: (http://www.ibm.com/support/entry/portal/open_service_request).

To enter a support request, you must log in with an IBM® account. This account must be linked to your IBM® customer number. To learn more about associating your account with your IBM® customer number, see Support Resources > Entitled Software Support on the Support Portal.