Contacting IBM Technical Support

If you are eligible for and registered with IBM Support, you can contact IBM Support to open a technical support case. If you are not eligible for IBM Support, click the Help icon in the upper black banner and select Technical support to contact your local support staff.

Eligibility for IBM Support

Employees of the company that purchased Aspera on Cloud (AoC) are eligible to be contacts on the IBM Support Community portal. Contacts can open and manage cases with the IBM Support team.

One of the contacts listed for the company must act as the Support Administrator. This Support Administrator must approve or deny employee requests to register as a contact.

AoC users who are not employees of the company that purchased AoC are not eligible to be contacts. They cannot open and manage cases with IBM Support.

The company that purchased AoC must provide technical support to users who are not contacts. See Configuring Technical Support for Your User Base.

If that technical support cannot resolve a technical issue, a contact should open a case with IBM Support.

Using a Trial Version?

If you are using a trial version of Aspera on Cloud and need technical support, send an email to aspera-sales@ibm.com. A representative will help you.

Set up your Access to the IBM Support Community

For those who are eligible, this page describes how to register with IBM Support and how to file a support request.

First-time users of IBM Support must set up their access to support resources:

Go to https://www.ibm.com/mysupport/s/article/User-Administration.

If you have any problems configuring your support access, contact the IBM Help Desk. Use either of the following methods to contact the Help Desk:
  • Click "Report a problem submitting a case or registering for support." You'll find this link at the bottom of all pages in the IBM Support Community.
  • Send an email requesting assistance to mysphelp@us.ibm.com.

Receive AoC Announcements from IBM Support My Notifications

You can subscribe to the IBM Support notifications service for Aspera on Cloud. The My Notifications service sends emails alerting you to scheduled maintenance windows, API changes, support incidents, product and documentation updates, and more. You can customize the notification types you receive and the frequency at which you receive them.

For subscription instructions, go to https://www.ibm.com/support/pages/node/6123669. Be sure to subscribe specifically to IBM Aspera on Cloud notifications. You can subscribe to other IBM product notifications as well.

Subscribe to AoC Status Information

IBM Aspera provides an up-to-date status page with current system status and performance, along with planned maintenance windows and known issues. You can subscribe to status notification updates if you wish. Go to https://status.aspera.io.

Open a Case with IBM Support

  1. Go to https://www.ibm.com/mysupport.
  2. Log in with your IBMid to access your own support account.
    If you do not have an IBMid, you can sign up for one at https://www.ibm.com/account/us-en/signup/register.html.
    See also the video tutorial How to Create an IBMid.
  3. Click Open a case.
    Note: If you don't see Open a case, contact your Support Administrator to request that your IBMid be enabled to open support tickets.

Other IBM Support Resources

Support Portal Videos

The following short videos will help you use the Support Portal effectively:

Additional Resources