Transition to New Support Community

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Dear IBM Customer,  

We always strive to seek new and better ways to improve our communications and support that we offer. With that in mind, we are implementing a new Support Community for a select number of IBM products: Sterling B2B Integrator, Sterling File Gateway, Sterling Connect, Sterling Gentran, IBM Control Center, Sterling Secure Proxy, IBM Transformation Extender, Websphere Data Interchange, Websphere Partner Gateway, and IBM Multi-Enterprise Gateway

* Products running on z/OS and Linux on Z will not be migrated at this time

Our new portal will leverage IBM Watson and will provide you with enhanced transparency into your ticket resolution workflow along with improved self-service options. You can watch a short video to learn more: https://ibm.co/2gKKwlK

We will be transitioning to the new Support Community from May 12^th through May 14^th. 

During the transition weekend:

• As your PMRs are migrated, any existing open cases will no longer be located on the current Support Portal for the above mentioned product(s).  They can be found on our new community and product selection on the old portal will seamlessly redirect to the new experience.
• We will migrate your PMR history, and any active PMRs to the new Support Community. Your ticket (henceforth to be referred to in the Community as “case”) history will not be visible in the Community as migration will be in progress at that time.

On Monday, May 14^th:

• Your case history and any cases in process will be accessible on the Community.
• Your products will be included in the Community product list.
• You will be able to access the new Community portal to open a new case.

Note:  An IBM ID is required for a personalized experience in the new Support Community, such as case submission and review.  If you do not already have an IBM ID, click HERE to sign up.

As you may have other IBM products, we understand this change may require you to temporarily access different support portals for different products.  To provide you with a simple and consistent support community experience, we will continue to on-board the remaining IBM products and services in the months ahead.  For a preview of the new IBM Support Community, you can view videos on finding solutions and opening and managing cases within the community.

If you experience a problem with the Community portal (such as a login issue, etc...), we are here to help.  Please submit the details of your experience via our Support Community by leveraging the available links on our Community page for asking questions or reporting issues, and someone will get back to you as quickly as possible.

If you have any questions regarding our transition to the new Community, please feel free to contact your IBM Support team. You can always reach us by calling 1-800-IBM-SERV.

Sincerely,

IBM B2B Support