Overview of IBM Technical Support Structure · Web viewIBM Customer Support Plan IBM Customer Support Plan IBM Customer Support Plan IBM Customer Support Plan – Technical Support

Customer Support Plan (CSP) for IBM LinuxONE - U.S. and Canada

Processed on July 6th, 2021

© International Business Machines Corporation 2021

IBM, the IBM Logo, and ibm.com are trademarks or registered trademarks of International Business Machines Corp, registered in many jurisdictions worldwide. Other product names and services might be trademarks of IBM or other companies. A current list of IBM Trademarks is available on the web at “Copyright and Trademark Information” at https://www.ibm.com/legal/copytrade. Other company, products, and services names may be trademarks or service marks of other companies.

All information in this document is subject to change without notice. NOTE: Although this document's information is currently accurate, be aware that contracts, terms, and conditions, support procedures, and assigned personnel can change at any time. This document does not modify or replace any contract in place between you and IBM and is subject to change based on the terms and conditions of the contracts in place between you and IBM. The

IBM Customer Support Plan

ContentsOverview of IBM Technical Support..............................................................................................................4

The IBM Support Guide and Creating an IBMid.............................................................................................4

IBM Support Offerings..................................................................................................................................5

IBM Support My Notifications for Technical Updates....................................................................................6

Self-Service Support Options.........................................................................................................................7

Opening a Support Case with IBM................................................................................................................7

Escalating an open Support Case with IBM...................................................................................................8

Overview of the Process when Calling IBM Support at 1-800-IBM-SERV........................................................9

Hardware Support.........................................................................................................................................................................9

Software Support..........................................................................................................................................................................9

Obtaining Product Fixes and Product Updates..............................................................................................9

Entitlement Validation...............................................................................................................................10

Customer Replaceable Unit (CRU) parts......................................................................................................11

In-Warranty Upgrades / ServicePac® Options..............................................................................................11

Post-Warranty Maintenance Agreement (MA) / ServicePacs......................................................................11

IBM Call Home............................................................................................................................................11

IBM LinuxONE Information Site...........................................................................................................12

IBM Resource Link.................................................................................................................................................12

IBM Enterprise and Preferred Care Options for LinuxONE......................................................................................13

IBM LinuxONE community sites.............................................................................................................................14

IBM LinuxONE Social Venues.................................................................................................................................15

IBM Systems Lab Services......................................................................................................................................15

IBM Cloud Support.....................................................................................................................................16

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IBM Customer Support Plan

IBM Training..............................................................................................................................................16

IBM Events.................................................................................................................................................16

IBM Redbooks............................................................................................................................................16

IBM Community....................................................................................................................................................17

IBM Services...............................................................................................................................................17

Customer Support – US and Canada...........................................................................................................18

IBM Support Web Sites...............................................................................................................................19

General Support..........................................................................................................................................................................19

Storage Systems..........................................................................................................................................................................19

Power System............................................................................................................................................................................. 19

IBM z........................................................................................................................................................................................... 19

Software......................................................................................................................................................................................19

IBM Phone Numbers...................................................................................................................................20

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IBM Customer Support Plan

Overview of IBM Technical Support

The IBM Support Guide and Creating an IBMidYour first stop in understanding IBM Support options is to review the new IBM Support Guide (https://ibm.biz/IBM_Support_Guide) which provides details on the IBM Support Framework, how to find and download fixes, how to report problems, extend support options, and how to get free trials of IBM products.

Note: The IBM Support Guide replaces the IBM Support Portal (http://support.ibm.com), which was shut down in late June 2021. Most product support content and features have migrated to the IBM MySupport site (https://www.ibm.com/mysupport). However, some product features for IBM Hardware have also migrated to the Call Home Connect Cloud (https://ibm.biz/BdfKsJ) . You can read about the latest added features here (https://ibm.biz/BdfKsA).

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IBM Customer Support Plan

The IBM Support Guide also includes directions for obtaining an IBMid. This is a critical step in getting support for your IBM products. Your IBM Registration ID (IBMid) is your single point of access to IBM web applications that use IBM Registration. You need just one IBMid and one password to access any IBM Registration based application. Furthermore, your information is centralized so you can update it in a convenient and secure location. To go directly to the web page to create your IBMid, use this link: https://www.ibm.com/account/reg/us-en/signup?formid=urx-30292

To stay up to date with news about IBM Support:

access the What’s New in IBM Support Page (https://ibm.biz/IBMSupport_whatsnew). You can follow the Insider Blog, and you can “opt-in” to get the newsletter delivered to your inbox monthly. You will receive valuable hints and tips like showing you how to keep your profile up to date, and how to update cases via email.

follow IBM Support on Twitter: IBM has a twitter feed for Support covering support tools and other topics. This feed is @IBMSupport

Additional Support Guides

IBM Support OfferingsIBM Support is enterprise-ready and available around the clock and around the world to help you keep your cognitive businesses running smoothly. Offerings include both free and for a fee services, and are structured into 3 categories:

• IBM Support Community is the cognitive foundation our support offerings are built on. It is available for use by all clients.

• IBM Enterprise Support offerings provide the foundation for production workloads. They focus on four key areas to help make you successful:

o Preventive support: unlock the business value of our products through comprehensive fixes and innovative product updates

o Production support: solve your business problems by accessing the right skills quickly and efficiently, and collaborating with our deeply skilled support professionals 24x7

o Cognitive support: optimize your support experience with the next-generation AI abilities of IBM Watson

o Omni-channel support: simplify your experience by choosing your desired support medium IBM Support Portal with integrated web, chat and forum options, or

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Click here to follow

IBM Support

IBM Customer Support Plan

Phone – particularly for critical incidents

Enterprise support offerings include:

Software Maintenance – preventive care from product fixes, security patches, and updates; aggressive problem resolution via direct access to our deeply skilled, industry leading technical support professionals

Hardware Warranty and Maintenance – onsite service to debug, repair or replace parts

• IBM Preferred expands on your Enterprise Support experience, by introducing premium offerings focused on delivering:

o Personalized care: build a specialized, trusted network with our designated advisors who establish personal relationships with you and your team to focus on your needs

o Mission-critical care: minimize your downtime and reduce the disruption of your business with expedited access to our support professionals, and proactive engagement from assigned experts

Business care: gain time to concentrate on your business goals with continual proactive and adaptive planning IBM's Preferred Support can help you maximize IT resiliency, reduce costs, and improve productivity. With our comprehensive services, including Hardware, Software and Networking support, a dedicated support specialist whenever you need assistance, and an advanced analytics tool suite, you will have the knowledge and insight to keep your IT Environment current and resilient.

Click here to learn about the IBM Support Offerings (https://ibm.biz/IBMSupport_offerings)

To read about additional services offered, visit IBM Hardware and Software Technology Services, with details for Systems Storage, Power Systems and IBM z Systems (https://www.ibm.com/services/technology-support/hardware-software as well at https://www.ibm.com/services/technology-support )

IBM Support My Notifications for Technical Updates

My Notifications provides subscription capability for hardware and software technical updates. Subscribe to stay informed about the products you use. Learn about new or updated support content for your products with this subscription service and avoid encountering known problems. You can choose how and when to receive notifications.

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IBM Customer Support Plan

Receive proactive notification of known critical fixes and updates, as well as new or changed content, to help identify critical issues before they become a problem.

Select how often you want to be notified and how you want to receive the notifications. Delivery methods include daily or weekly email or getting updates through an automatically updated RSS feed.

Subscribe now! Review your subscriptions and add newly installed products.

http://ibm.com/support/mynotifications

Select “Other” pulldown and look for My Notifications to subscribe.

Self-Service Support OptionsThe Support Guide has a section entitled “Get support for your products”, which includes a “Help yourself” part that includes links to Chat with Watson, Search for answers, and Ask your peers. Each of these options

includes links for either IBM hardware/software, or IBM Cloud support.

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IBM Customer Support Plan

Opening a Support Case with IBMThe Support Guide has a section entitled “Open a Case”, which can be done via online forms, online chat, or telephone. Each of these options includes links for either IBM hardware/software, or IBM Cloud support.

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IBM Customer Support Plan

Escalating an open Support Case with IBMThe Support Guide has a section entitled “Escalate a Case”, which can be pursued when open cases are not being resolved to your satisfaction.

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IBM Customer Support Plan

Overview of the Process when Calling IBM Support at 1-800-IBM-SERVCall IBM for support at 1-800-IBM-SERV (1-800-426-7378) and follow the voice prompts for your product and a representative will create a hardware or software service request.

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Hardware Support

Software Support

You will be prompted to enter the 4-digit IBM machine type via the telephone keypad. Your call will then be answered by a call receive representative who will gather data and route your request to the appropriate technical resource. Please have the following information available: Telephone number of the site where the machine is located. Company name and address Machine type/serial number Host System, if applicable Problem description Contact name & phone number Machine location (Building, Floor, Suite)

At the end of the call creation process, a service call number will be provided. Please record this number for future reference. NOTE: The Call Receive Representative creating the call record can only see what the currently active terms of service are for the specific machine serial and has no visibility to contracts being processed or starting at a later date. If during the call placement process a problem is found with the current service terms, disagree when asked and your call will be sent to a Customer Assistance Team (CAT) coordinator who will work with you to resolve the problem Hardware Severity CodesSeverity 1 - Critical business impact. You are unable to use the product resulting in a critical impact to your operations. This condition requires immediate solution.

Severity 2 - Significant business impact. You are able to use the product, but your operations are severely limited by the problem.

Severity 3 - Some business impact. You are able to use the product with minor features unavailable. These restrictions, however, do not have a critical impact on operations.

Your call will be answered by a call receive representative who will gather data and route your request to the appropriate technical resource. Please have the following information available: IBM Customer Number OR machine type and serial number Contact name, phone number and email address Related operating system and product version and release Brief description of the issue Severity of the issue in relationship to the impact of it

affecting your business needs

At the end of the call creation process, a problem management number (PMR or Case) will be provided. Please record this number for future reference.

Software Severity Codes

Severity 1 Critical Impact / System Down: Business critical software component is inoperable or critical interface has failed.  This indicates you are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution. 

Severity 2 Significant business impact; this indicates the program is usable but is severely limited.

Severity 3 Some business impact; this indicates the program is usable with less significant features (not critical to operations) unavailable.

Severity 4 Minimal business impact; this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.

IBM Customer Support Plan

If at any point in the IBM hardware or software support process your expectations are not met, you may contact IBM SERV at 1-800-426-7378 and request to speak with an IBM Duty Manager in reference to your problem.

Obtaining Product Fixes and Product UpdatesProduct updates ensure that you can take advantage of performance, security, usability and innovative technology built into the products you already own. We recommend you install product updates and fixes regularly to avoid encountering product defects that have been corrected.

Download fixes via the Recommended Service Upgrade and Fix Central. Fix Central provides fixes and updates for your system's software, hardware, and operating system. The RSU (Recommended Service Upgrade) provides a consolidated, tested, and recommended set of service for z/OS and key subsystems on a quarterly basis with published results.

Download product updates, obtain new products, and manage licenses using:

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IBM Customer Support Plan

for Software products and Appliances using Passport Advantage Online (https://www.ibm.com/software/passportadvantage/pao_customer.html)

for System Storage and Power Systems using My Entitled Systems Support (https://www.ibm.com/servers/eserver/ess/index.wss?lnk=msdDO-enss)

For IBM z using Shopz ( https://www-03.ibm.com/software/shopzseries/ShopzSeries_public.wss?lnk=msdDO-paad-usen)

Entitlement Validation

IBM has implemented entitlement validation for select software products and updates and for Machine Code (also known as firmware or microcode) updates for select machines as listed here: https://ibm.biz/EntitledSystemsSupport

Entitlement FAQs

1. How does entitlement work?

Entitlement for Machine Code updates is validated through user-provided machine serial numbers.

Entitlement for software products will be validated through IBM ID association to relevant IBM customer numbers.

Additional information may be requested or required to confirm entitlement.

You must have an IBMid to use the tools.

2. What if I failed entitlement but have a warranty or an applicable support contract in place?

Please submit a request for help during the download process. Use the ESS support option if you need help. https://www.ibm.com/servers/eserver/ess/index.wss

3. How can I get additional help?

Use the Help link to find help on entitlement validation: https://www.ibm.com/servers/eserver/ess/OpenServlet.wss?NO_SCRIPT=YES&show_page=ess_sitehelp.jsp&command=ShowPageCommand&isPopUp=YES&lang=en_US&action_token=ESSCSRF)

To locate phone numbers for Entitled Systems Support , go here: https://ibm.biz/BdfK86 and select Entitled Support Assistance at the bottom of the web page.

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IBM Customer Support Plan

Note:

Fix Central Machine code updates are available only for IBM machines that are under warranty or an IBM hardware maintenance service agreement. Code for operating systems or other software products is available only where entitled under the applicable IBM software maintenance agreement. All code (including Machine Code updates, samples, fixes or other software downloads) provided on the Fix Central website is subject to terms of the license agreements which govern the use of the associated code.

Customer Replaceable Unit (CRU) parts IBM Service provides replacement CRUs (Customer Replaceable Units) for you to install. CRU information and replacement instructions are shipped with your Machine and are available from IBM at any time on your request. CRUs are designated as being either Tier 1 or a Tier 2.

The National Duty Manager (NDM) is responsible for delivering maintenance and support to IBM customers 7 x 24 x 365, including service delivery outside of normal business hours. The NDM also works to ensure IBM efficiently and effectively coordinates available resources. You may reach the National Duty Manager at 1-800-IBM-SERV (426-7378).

Machine warranties and license information

All IBM Servers & Storage: https://ibm.biz/server_storage_warranties

In-Warranty Upgrades / ServicePac® OptionsIBM provides base warranty coverage and in-warranty service upgrades (https://www.ibm.com/us-en/marketplace/ibm-maintenance-renewals). Available for IBM machines purchased in the U.S., in-warranty service upgrades must be purchased during the original product warranty period and MUST BE REGISTERED TO ACTIVATE. The service period begins with the equipment purchase date.

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IBM Customer Support Plan

Post-Warranty Maintenance Agreement (MA) / ServicePacs For many IBM products you can extend the duration of the service with a maintenance agreement. If your system is outside its warranty period, IBM offers a variety of post-warranty options (http://www-935.ibm.com/services/us/en/it-services/post-warranty-maintenance-agreement-servicepac.html) with coverage for both parts and labor.

IBM Call Home

What is IBM Call Home?

With the highly redundant systems present in many of today's top business organizations, problems may go unnoticed until multiple issues arise. A combination of issues in a redundant environment can result in either data loss or system downtime. A crucial component to help minimize such events is IBM Call Home, a support function embedded in nearly all IBM systems. This function has been proven to assist IBM Support Engineers to provide solutions up to 45% faster than systems without Call Home.

Why enable Call Home features?

IBM Call Home constantly monitors the health and functionality of your system. Should an event requiring service occur, the Call Home function first notifies both you and IBM Support of the event. The function then automatically opens a service request and transfers preliminary critical diagnostic data to authorized support personnel. By obtaining information in this way, IBM Support can quickly identify problems and develop an action plan for problem resolution giving you a more effective first contact support session and ultimately, an overall reduction in time to resolution.

Information Transmission

All information transmitted to IBM is encrypted and sent via secure protocols. Only critical diagnostic information is provided; none of your business data is ever transmitted.

How to enable IBM Call Home on your IBM products

In most cases, IBM Call Home is already installed and ready to configure on your IBM system. For specific steps for your system, please consult the appropriate Setup Guide for your system by accessing the https://www.ibm.com/docs/en

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IBM Customer Support Plan

Enabling call home generally consists of the following steps:

1. Installing Call Home Software on the system if that software is not already installed or using a central systems management console such as an HMC.

2. Allowing communication to IBM servers through your organization's firewall, including the configuration of a proxy server if necessary.

3. Configuring the Call Home information for the system including the person/phone number to contact when a problem is detected and the IBM Customer Number.

4. Verifying the connectivity between the system and IBM.

IBM LinuxONE Information Site

Information for the complete IBM LinuxONE product line, including the new LinuxONE III, can be found on IBM.com at the following URL:

http://www.ibm.com/it-infrastructure/linuxone

IBM Resource LinkIncluded in the comprehensive set of tools and resources available for IBM Systems, Resource Link™ is a customized Web-based solution, providing access to information for planning, installing, and maintaining IBM Systems servers and associated software. Access to Resource Link requires an IBM Account, known as an IBMID. After signing in, you’ll get access to technical support specifically tailored to your IBM products upon verifying your entitlement or product ownership.

Examples of the rich features and functionality you’ll find in Resource Link are:

Customized planning informationIf you have recently ordered an IBM LinuxONE server, access information to help you plan your system installation that is customized specifically for your machine type and model.

Publications and documentation libraryBrowse and download publications for IBM LinuxONE servers.

Education

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IBM Customer Support Plan

Fixes

Problem solving

Services

CHPID Mapping ToolIf you have recently ordered an IBM LinuxONE server, this tool is used to get ready for systems installation by customizing its CHPID assignments in advance.

Machine InformationGet reports based on data transmitted to IBM from your IBM LinuxONE server.

Customer Initiated UpgradeOrder Capacity on Demand records you can use to activate permanent or temporary hardware upgrades of your IBM LinuxONE server.

Subscription ServicesMachine information, publications... subscribe to these and other areas of technical support and you'll be notified by email when new information becomes available.

Access Resource Link on IBM.com at the following URL:

http://www.ibm.com/servers/resourcelink

If you do not have an IBM account (IBMID), you may register for one at the following URL:

http://www.ibm.com/account

IBM Enterprise and Preferred Care Options for LinuxONE IBM Hardware and Software Support offers around-the-clock integrated hardware and software services backed by our global support infrastructure, product expertise, and proprietary analytics tools. Our flexible service options let you choose the right level of support for your IBM LinuxONE equipment to help prevent problems and resolve issues more quickly. The world's businesses run on IBM Z architecture systems. Trust IBM to keep your business running.

Learn more about the Enterprise Support and Preferred Care Options for your system at:

http://www.ibm.com/support/docview.wss?uid=ibm10738891

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IBM Customer Support Plan

IBM LinuxONE community sites Developers

Your one stop shop to find resources for LinuxONE and open-source software, including recipes for building software on LinuxONE, pointers to available binaries, related news, information, and more.

http://www.ibm.com/developerworks/linux/linux390

Open Mainframe Project

The Open Mainframe Project is intended to serve as a focal point for deployment and use of Linux and Open Source in a mainframe computing environment. The Project intends to increase collaboration across the mainframe community and to develop shared tool sets and resources. Furthermore, the Project seeks to involve the participation of academic institutions to assist in teaching and educating the mainframe engineers and developers of tomorrow. Learn how to deploy and use open source on LinuxONE at:

http://www.openmainframeproject.org

Open Source and ISV Community

Find open source and ISV resources

https://developer.ibm.com/linuxone/docs/open-source-isv-ecosystem

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IBM Customer Support Plan

IBM LinuxONE Social Venues

IBM LinuxONE Twitter Page (https://twitter.com/hashtag/linuxone?lang=en)

IBM LinuxONE Flicker Page (http://bit.ly/2ptYT19)

IBM LinuxONE YouTube Channel (https://www.youtube.com/watch?v=yd4uk3G27CM)

IBM Systems Lab Services IBM Systems Lab Services has the proven expertise to help leaders plan, design and implement the essential IT infrastructure for what comes next. They offer a wide range of IT infrastructure services for IBM Power Systems™, IBM Z® and IBM LinuxONE™ systems, and IBM Storage and Software Defined Infrastructure. Lab Services consultants perform IT infrastructure services for clients on site, helping them solve business challenges, gain new skills and discover best practices.

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IBM Customer Support Plan

You can learn more about Power Lab Services here: https://ibm.biz/LabServices_power

You can learn more about Storage Lab Services here: https://ibm.biz/LabServices_storage

You can learn more about IBM z and LinuxOne Lab Services here:

https://ibm.biz/LabServices_Z_LinuxOne

IBM Cloud Support Additional support information on IBM Cloud is located here : https://www.ibm.com/support/pages/node/733923

IBM Technical Training and Documentation

IBM TrainingIBM has always believed that if you love what you do, and you have the skills to do it, you can change the way the world works. By developing revolutionary concepts in learning, IBM has made it easier and faster for you to develop the skills you need to succeed:

Easy access to digital learning content Lab platforms providing hands-on labs and product sandboxes

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IBM Customer Support Plan

Global Training Providers offer a robust schedule of IBM training offerings virtually or face to face Digital credentials and certificate programs signal your readiness for emerging job roles

At the heart of our human-centered mission is a passion to solve the world's problems by building the skills you need most. Get started here: IBM Training.

IBM EventsAt IBM, we create galvanizing, immersive experiences that enable attendees to engage directly with world-class expertise, game-changing technology, and each other. Visit this website to learn more: IBM Events (www.ibm.com/events).

IBM Redbooks IBM Redbooks and Redpapers are free “how to” guides to technical information. You can view and download Redbooks to help you find the latest technical information on IBM Servers and Storage, Software, and on concepts like AI, Cloud, and Systems Management that are important to your business. Please see this website for Redbook information on IBM LinuxOne.

IBM Community You are encouraged to join the IBM Community Groups related to the solutions and products that interest you. You will find the home page to the IBM Community at this link: https://community.ibm.com/community/user/home

There are Community Groups focused on Power Systems, Storage, and System z and many other areas. You can join a user group to share information with your peers and read valuable information published by IBM.

The Power community is at https://community.ibm.com/community/user/power/home

The Storage community is at https://community.ibm.com/community/user/storage/home

The Z community is at https://community.ibm.com/community/user/ibmz-and-linuxone/home

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IBM Customer Support Plan

IBM Services Our experts in business, technology and industry design use advanced technology to help you reduce cost and risk, accelerate speed to market, create new revenue streams and establish a security-rich and reliable infrastructure that's ready for AI and hybrid/multicloud. Our consultants are ready to advise in areas such as Cloud Services, Business Continuity, Network services, Process Automation and Design. Visit: https://www.ibm.com/services.

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IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers

Customer Support – US and Canada

US: https://www.ibm.com/support/customer/us/en/overview.html

Canada: https://www.ibm.com/support/customer/ca/en/overview.html

Canada (French): https://www.ibm.com/support/customer/ca/fr/overview.html

You may contact a customer support representative directly by clicking on ‘Contact Us’ at any of the above sites. If you are calling, depending on the type of inquiry, please have the following available: Customer number, Order confirmation number, Contract number, Invoice number.

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IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers

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IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers

IBM Support Web Sites

General Support Corporate Home Page https://ibm.com/

IBM Documentation https://www.ibm.com/docs/en

Products and Services/Shop IBM https://www.ibm.com/products?lnk=hpmpr&lnk2=learn

Redbooks https://www.redbooks.ibm.com

IBM Training https://www.ibm.com/training

Techdocs, the Technical Sales Library https://www.ibm.com/mysupport/s/?language=en_US

Technical Support Directory (Global) https://www.ibm.com/planetwide

Technical Support Directory (Canada) https://www.ibm.com/planetwide/ca/

Technical Support Directory (U.S.) https://www.ibm.com/planetwide/us/

Storage Systems Storage https://www.ibm.com/it-infrastructure/storage

Flash https://www.ibm.com/it-infrastructure/storage/flash

Storage Insights https://www.ibm.com/us-en/marketplace/analytics-driven-data-management

Software Defined Storage https://www.ibm.com/it-infrastructure/storage/software-defined-storage

Hybrid Storage https://www.ibm.com/it-infrastructure/storage/hybrid-storage

Tape Storage https://www.ibm.com/it-infrastructure/storage/tape

Storage Area Network https://www.ibm.com/it-infrastructure/storage/san

Converged Infrastructure

Hybrid Cloud

Data Protection

https://www.ibm.com/it-infrastructure/storage/converged-infrastructure

https://www.ibm.com/it-infrastructure/storage/hyrid-cloud-storage

https://www.ibm.com/it-infrastructure/storage/data-protection

Power SystemPower Systems Home https://www.ibm.com/it-infrastructure/power

Power Systems Support and Services https://www.ibm.com/us-en/marketplace/support-for-ibm-power-systems

Power Systems Operating Systems https://www.ibm.com/it-infrastructure/power/os

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IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers

Power Systems Software https://www.ibm.com/it-infrastructure/power/software

Fix Level Recommendation Tool (FLRT)

Power Systems - Support, Services, Resources

https://www14.software.ibm.com/support/customercare/flrt/

https://www.ibm.com/it-infrastructure/power/resources

IBM zSystem z Home https://www.ibm.com/it-infrastructure/z

Resource Link https://www-01.ibm.com/servers/resourcelink/svc03100.nsf?OpenDatabase

System z Software https://www.ibm.com/it-infrastructure/z/software

System z Operating Systems https://www.ibm.com/it-infrastructure/z/os

System z I/O Network Connectivity https://www.ibm.com/it-infrastructure/z/capabilities/networking

System z Support, Services, Resources https://www.ibm.com/it-infrastructure/z/resources

ShopZ https://www-03.ibm.com/software/shopzseries/ShopzSeries_public.wss

IBM Phone Numbers

CUSTOMER SERVICE CENTER...................................................................................................1-800-IBM-4YOU (426-4968)

A single point of contact if you do not know who to call at IBM

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SoftwarePassport Advantage® https://www.ibm.com/software/passportadvantage

Software License Agreements https://www.ibm.com/software/sla/sladb.nsf

IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers

CUSTOMER SUPPORT OPERATIONS (CSO) NUMBERS

US Commercial plus State and Local Government Customers................................................1-877-426-6006

US Federal Government Customers.........................................................................................1-800-333-6705

US Business Partners................................................................................................................1-800-426-9990

CSO provides the following types of non-technical support:

Order entry and order management for hardware, software, and publications

Scheduling and delivery coordination

Contract management for IBM maintenance, services, purchases, and software licensing

Inventory record keeping

Billing and invoicing reconciliation and customization

Collection and reconciliation of accounts receivable

CUSTOMER SUPPORT ONLINE

Customer Support Online Team………………………………………………………… US: 1-877-504-8930

................................................................................................……….. CANADA: 1-866-880-CSOL (2765)

CSOL can help you understand and clarify many non-technical queries you may have regarding:

Order entry and order management for hardware, software, and publications

Invoices and payments -- including billing options, payment methods, and terms, plus dispute resolution

Tracking of hardware and software type/model/serial numbers

Administrative support for maintenance and service contracts, including billing

Order information status, and SW order management, contract management/renewal, inventory management, billing, and disputes

GLOBAL TECHNOLOGY SERVICES SALES....................................................................................................US: 1-888-426-4343

.................................................................................................................................. Canada: 1-800-426-2255

Can help you create systems, networks, and application infrastructures that support e-business on demand • networked functionality.

Includes IT planning, implementation, support, and management services to help you maximize performance/availability, improve productivity, reduce costs, and increase your IT investments value

HARDWARE TECHNICAL SUPPORT CENTER............................................................................1-800-IBM-SERV (426-7378)

Serves as the primary contact for hardware problem reporting

Accepts repair calls for hardware covered by an IBM Maintenance Agreement or Support Contract

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IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers

Notifies local IBM management if customer requests to contact them

IBM.COM SALES CENTER...........................................................................................................................US: 1-888-426-4343

.................................................................................................................................. Canada: 1-800-426-2255

Customers or IBMers can call this line to obtain information and order IBM products.

PARTS ORDER CENTER (BOULDER).................................................................................................................1-800-388-7080

To place a parts order for PCs, call between 8 AM - 7 PM, EST Monday - Friday.

NOTE: Please be prepared to provide the IBM part number.

PASSPORT ADVANTAGE® CUSTOMER CARE...................................................................................................1-800-978-2246

SOFTWARE TECHNICAL SUPPORT CENTER (SUPPORT LINE; FEE-BASED, US & CANADA)1-800-IBM-SERV (426-7378)

Accepts calls for software tech support covered by IBM Licensing Agreement and Support Contract

Notifies local IBM assistance if customer requests to contact them

Remote customer technical support offering for all IBM operating systems & select non-IBM operating systems

Available for software that is not available through the Software Maintenance offering

WARRANTY SERVICE..................................................................................................................1-800-IBM-SERV (426-7378)

©International Business Machines Corporation, 2021 Customer Support Plan . . . . . Page 27