Support

IBM Support processes and procedures

The following sections provide more details about IBM Support processes and procedures.

• General guidelines and limitations
• Questions managed by support
• IBM Support Guide

Opening a support case with IBM Support

1. Go to the IBM Support site
2. From the menu bar on the header, click Open a case.
   • Watch a short video to learn how to create and manage cases (04:25)
   • For help getting started with the IBM Support site site, go to the Getting Started Guide with the IBM Support Site.
3. Login with your IBMid and password.
4. Enter a meaningful Case Title that summarizes your problem.
5. Select IBM as the Product Manufacturer.
6. Select your IBM Databand as the Product for which you need assistance from the support team.
7. Select the appropriate Severity of the problem.

The case severity is based on the business impact of the problem. If you set the case severity as 1, you must be available 24x7 to work with IBM Support on this issue.

8. Select the Account with the entitlement for the installed IBM Databand product.
9. Provide a detailed Case Description of your problem. A detailed description can help the support team understand your problem more accurately and thus provide quicker solutions or answers. The following information is crucial:
   • IBM Databand product version
   • Installation platform (Kubernetes, Docker, AWS EKS, for example)
   • If the problem is due to an error, collect the entire error message (copy/paste the error) and provide a screenshot of the error.
   • If you are running an integration via SDK, provide an example of the code you are running.
   • For CLI issues, provide the whole command line you are executing.
   • Provide detailed, step-by-step instructions for the task you performed when the error occurred.
   • Collect the log files for all the containers for the last 24 hours. This applies only to on-premise deployments.

kubectl logs -l app=databand --all-containers --ignore-errors --prefix --since=24h --tail=-1 -n <namespace> > all_logs.txt && gzip all_logs.txt

More files might be required at a later date by the Support Analyst.

Steps to reproduce the issue

10. Select the language preferences.

11. Click Submit a case.

Open a case for each problem that you need assistance with. Do not add new issues to an existing case for which you are already engaged with the support team. When you clearly define an issue, the Subject Matter Experts (SMEs) can quickly address the issue and reduce confusion for the support team when they review the documents and files that are collected for the case.