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This FAQ provides support-related information to help Software AG webMethods customers prepare for the transition to IBM. The migration of support tools is expected to take place around April 14, 2025. This FAQ will be updated regularly as new information becomes available. Subscribe to this page to receive notifications about updates.
Q 1 - Where can I find more information about the transition to IBM support?
A - We have prepared a support document outlining the transition plan, key dates, and what to expect. You can find it here: webMethods and StreamSets support migrates to the IBM Support Site April 14, 2025.
A - We have prepared a support document outlining the transition plan, key dates, and what to expect. You can find it here: webMethods and StreamSets support migrates to the IBM Support Site April 14, 2025.
Q 2 - Where can I find information about product downloads, fixes, documentation, and other product transition details?
A - For detailed information on product downloads, fixes, documentation locations, and other product transition-related topics, please refer to the Product Offering Details for Existing webMethods Customers and Partners available in IBM TechExchange. This document provides up-to-date guidance on where to access software, fixes, and documentation before and after the transition.
A - For detailed information on product downloads, fixes, documentation locations, and other product transition-related topics, please refer to the Product Offering Details for Existing webMethods Customers and Partners available in IBM TechExchange. This document provides up-to-date guidance on where to access software, fixes, and documentation before and after the transition.
Q 3 - Where can I find tutorials or videos to learn about the IBM support portal?
A - Check out the Getting Started and Quick Links page to learn more about IBM support services and helpful getting started videos.
A - Check out the Getting Started and Quick Links page to learn more about IBM support services and helpful getting started videos.
Q 4 - Where can I find my IBM Customer number?
A - Your IBM Customer number can be found on your invoices and other account-related communications from IBM. To view your invoice online visit https://www.ibm.com/support/customer/invoices/welcome. You will need to first create your IBM ID account: https://www.ibm.com/account/reg/us-en/signup?formid=urx-19776
A - Your IBM Customer number can be found on your invoices and other account-related communications from IBM. To view your invoice online visit https://www.ibm.com/support/customer/invoices/welcome. You will need to first create your IBM ID account: https://www.ibm.com/account/reg/us-en/signup?formid=urx-19776
Q 5 - When should I register my IBM ID ?
A - It is highly recommended that you create your IBM ID after the migration to the IBM support portal, planned for April 14, 2025. If you create it beforehand you will need to manually provide your customer number and migrated tickets will not be associated to your IBM ID. After the migration your IBM ID will be automatically associated to your customer number and tickets.
A - It is highly recommended that you create your IBM ID after the migration to the IBM support portal, planned for April 14, 2025. If you create it beforehand you will need to manually provide your customer number and migrated tickets will not be associated to your IBM ID. After the migration your IBM ID will be automatically associated to your customer number and tickets.
Q 6 - How are Empower users and ticket data migrated to IBM?
A - During the migration, planned for April 14, 2025, ticket history for all Empower users who have submitted tickets in the past four years will be migrated to IBM. To access this data you will need to create your own IBM ID using the same email address you used on Empower. Once your IBM ID is created your account will be automatically associated to your tickets. Please refer to the webMethods and StreamSets support migrates to the IBM Support Site April 14, 2025 announcement for more details.
A - During the migration, planned for April 14, 2025, ticket history for all Empower users who have submitted tickets in the past four years will be migrated to IBM. To access this data you will need to create your own IBM ID using the same email address you used on Empower. Once your IBM ID is created your account will be automatically associated to your tickets. Please refer to the webMethods and StreamSets support migrates to the IBM Support Site April 14, 2025 announcement for more details.
Q 7 - Is there a limit to the number of Support Access users our company can register?
A - There are no limits to the number of users. Your company's account administrator can manage the users as they see fit. Anyone from a company with an active webMethods license can create a ticket in the IBM portal, but they will need to have an IBM ID first.
A - There are no limits to the number of users. Your company's account administrator can manage the users as they see fit. Anyone from a company with an active webMethods license can create a ticket in the IBM portal, but they will need to have an IBM ID first.
Q 8 - What are the different IBM levels of Support Access?
A -
| Administrator | Full access user permissions, plus the ability to manage user access levels. |
| Full access | Can create, search, view and update all cases associated with account, as well as the associate account teammates to cases. |
| Basic access | Can create cases and be invited as a team member on other users' cases. Only able to view cases they created and cases they were invited to as a team member. |
Q 9 - Where can I download webMethods software?
A - Until the migration to the IBM support portal is complete you can install webMethods software using webMethods Installer and/or webMethods Update Manager available on the Software AG Empower Portal. For more information, please refer to the Product Offering Details for Existing webMethods Customers and Partners page.
A - Until the migration to the IBM support portal is complete you can install webMethods software using webMethods Installer and/or webMethods Update Manager available on the Software AG Empower Portal. For more information, please refer to the Product Offering Details for Existing webMethods Customers and Partners page.
Q 10 - Where can I download webMethods product fixes?
A - Until the migration to the IBM support portal is complete you can install webMethods fixes via the webMethods Update Manager available on the Software AG Empower Portal. For more information, please refer to the Product Offering Details for Existing webMethods Customers and Partners page.
A - Until the migration to the IBM support portal is complete you can install webMethods fixes via the webMethods Update Manager available on the Software AG Empower Portal. For more information, please refer to the Product Offering Details for Existing webMethods Customers and Partners page.
Q 11 - Where can I find SAG Tech Community webMethods content?
A - The webMethods content on Tech Community has been moved to IBM TechExchange. All webmethods related posts are located in the webMethods section.
Q 12 - Will Empower Knowledgebase articles be moved over to IBM?
A - The Empower webMethods Knowledgebase articles will be moved to IBM in March 2025.
A - The Empower webMethods Knowledgebase articles will be moved to IBM in March 2025.
Q 13 - Where can I find webMethods, EntireX and ApplinX trainings?
A - webMethods (EntireX and ApplinX) product training is now available at IBM Training.
A - webMethods (EntireX and ApplinX) product training is now available at IBM Training.
Q 14 - Where can I find IBM Product Version and Lifecycle information?
A - We have several resources available for product version details and lifecycle information, including specific information about the webMethods releases. Below are the key pages to refer to:
A - We have several resources available for product version details and lifecycle information, including specific information about the webMethods releases. Below are the key pages to refer to:
- IBM Software Support Lifecycle Policies – This page outlines IBM's general support lifecycle policies, including support models and durations for IBM software products.
- IBM Product Lifecycle Search – This page allows you to search for specific IBM products and view their lifecycle dates, for example webMethods 11.x
- webMethods 10.x Product Support Lifecycle page provides detailed information on support timelines and policies specific to webMethods versions prior to 11.1 (such as, 10.15)
Q 15 - Where can I find my webMethods Aha product feature requests?
A – webMethods Aha feature requests have been moved to IBM Ideas. The IBM Ideas portal provides you with an integrated view of all of your submitted, voted or commented on ideas for any IBM product.
A – webMethods Aha feature requests have been moved to IBM Ideas. The IBM Ideas portal provides you with an integrated view of all of your submitted, voted or commented on ideas for any IBM product.
Q 17 - How do the previous SAG severities map to the new IBM severities?
A - SAG Severity 1 will map to IBM Severity 1. SAG Severity 2 will map to IBM Severity 2. SAG Severity 3 will map to either IBM Severity 3 or 4, depending on the context of the issue. Please review the detailed IBM severity definitions below to understand the criteria for each severity level:
A - SAG Severity 1 will map to IBM Severity 1. SAG Severity 2 will map to IBM Severity 2. SAG Severity 3 will map to either IBM Severity 3 or 4, depending on the context of the issue. Please review the detailed IBM severity definitions below to understand the criteria for each severity level:
| Severity | Business Impact | |
|---|---|---|
| 1 | Business Impact | Business critical functionality is inoperable or a critical interface has failed. This usually applies to a production environment and indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution. |
| 2 | Significant | A product, service, business feature, or function of the product or service is severely restricted in its use, or you are in jeopardy of missing business deadlines. |
| 3 | Some | The product, service or functionality is usable and the issue does not represent a significant impact on operations. |
| 4 | Minimal | An inquiry or non-technical request. |
Q 18 - What is the IBM process and criteria for ticket escalation?
A - The Escalation Process Page details the steps to escalate a case.
A - The Escalation Process Page details the steps to escalate a case.
Q 19 - What are your support hours?
A - Business hours for former SAG customers remain what they were before, excluding national or statutory holidays. Business Day of the main support hub within Customer’s region:
A - Business hours for former SAG customers remain what they were before, excluding national or statutory holidays. Business Day of the main support hub within Customer’s region:
- EMEA – 9 to 6 Central European Time (CET)
- APJ – 9 to 6 Malaysia Time (MYT)
- US – 9 to 6 Eastern Time (ET)
Global Support operating hours may change from time to time.
Q 20 - How can I receive support during weekends and after-hours?
A - Holiday and weekend support is determined by the terms of the customer’s contract. Customers transitioning from Software AG to IBM will retain the same support policies after the transition. Support availability will follow the process below:
A - Holiday and weekend support is determined by the terms of the customer’s contract. Customers transitioning from Software AG to IBM will retain the same support policies after the transition. Support availability will follow the process below:
- Before April 14, 2025 – Customers should continue using Software AG support systems to report incidents over the weekends and holidays.
- After April 14, 2025 – Customers should use the IBM Support site to receive help over the weekend.
Q 21 - What is IBM’s support model during holidays?
A – webMethods support will be available for Sev-1 issues during the holidays, just as it was under Software AG.
Q 22 - Where can I find IBM support numbers?
A – You can find a local number listed under the "Contact information" section after selecting your country at the bottom of the page: https://www.ibm.com/contact/global. However, please note that until webMethods and the related products are transitioned to IBM systems, please continue to use the Software phone numbers and support available in the Empower Phone directory page.
A – You can find a local number listed under the "Contact information" section after selecting your country at the bottom of the page: https://www.ibm.com/contact/global. However, please note that until webMethods and the related products are transitioned to IBM systems, please continue to use the Software phone numbers and support available in the Empower Phone directory page.
Q 23 - Where are IBM support centers located and what languages are supported?
A – IBM has support centers in multiple countries. However, for webMethods, the support locations remain the same as they were under Software AG. The webMethods support team has transitioned to IBM, but its support locations and centers remain unchanged.
A – IBM has support centers in multiple countries. However, for webMethods, the support locations remain the same as they were under Software AG. The webMethods support team has transitioned to IBM, but its support locations and centers remain unchanged.
Language support also remains the same. Unless specified and agreed upon in a customer contract, support is provided in English. Some support centers may offer local language support when possible.
Q 24 - When can we start using the IBM support site?
A - The migration of the webMethods and StreamSets support portals to the IBM support site is planned for April 14, 2025.
A - The migration of the webMethods and StreamSets support portals to the IBM support site is planned for April 14, 2025.
Q 25 - What is the date when the Empower portal access will be deactivated?
A - Once the transition takes place, planned for April 14, 2025, webMethods customers can no longer access Empower, Software AG customer portal, and related support resources.
A - Once the transition takes place, planned for April 14, 2025, webMethods customers can no longer access Empower, Software AG customer portal, and related support resources.
Q 26 - Will both Empower and IBM support work for an overlapping period of time?
A - Once the transition takes place, webMethods customers can no longer access Empower, Software AG customer portal, and related support resources.
Q 27 - How can I report an Incident during the transition weekend?
A - There will be no downtime for customers during the transition. If you need urgent assistance for Production-down or Severity 1 cases during this period please call IBM Support directly for immediate help.
A - There will be no downtime for customers during the transition. If you need urgent assistance for Production-down or Severity 1 cases during this period please call IBM Support directly for immediate help.
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Document Information
More support for:
IBM webMethods Software
Software version:
All Versions
Document number:
7182556
Modified date:
10 March 2025
UID
ibm17182556