Question & Answer
Question
I am planning a migration, or system move during a weekend. Should I open a "proactive" case so IBM Support will be ready to assist me if I have any issues?
Answer
When you open a case with IBM support, the case is routed to a team with expertise in the technical component of the problem you describe. If a case is opened in advance for system maintenance, there is no issue to analyze, or question to answer. The case must be assigned to a technical team, but this team might not be the appropriate technical resource if you do encounter an issue during your maintenance window. Your first call is escalated to the current team, but delays occur as that team must then invoke a new escalation process to engage the appropriate team.
Cases opened as "proactive" in advance for system maintenance are generally cancelled, and customers are advised to open a case when they do encounter a problem. IBM Support has case escalation processes to quickly address urgent customer issues, and all IBM support teams engage effectively, according to this process. The IBM Support team is staffed to handle the cases even when they are opened after business hours if the customer has the required entitlement.
- Reference IBM Support General Guidelines and Limitations, which states: "IBM recommends you NOT open cases "proactively" for your future system maintenance or as a place holder for future problems and questions. Unless previously agreed upon by IBM and the client, a case should only be opened as a result of an existing issue or question that can be actively worked on by all parties involved.
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How can I ensure the most prompt response to my urgent problem? 1. Document (or collect screen captures of) all symptoms, errors, and messages related to your issue. 2. Capture any logs or data relevant to the situation. 3. Contact IBM to open a case: -For electronic support, see the IBM Support Community: 4. Provide a clear, concise description of the issue. For guidance, provide these answers in your description:
5. If the system is accessible, collect a system snap, and upload all of the details and data for your case. - For guidance, select the Mustgather page for your product: |
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Related Information
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Document Information
Modified date:
14 September 2023
UID
ibm10881454