RE: How to open an APAR

[Kevin Heiman <Kevin.Heiman@xxxxxxxx>]

You mention that non contract customers can report via the internet
as400service.ibm.com.   When you select the Report a Problem,  it request a
User and Password.



-----Original Message-----
From: batthish@ca.ibm.com [mailto:batthish@ca.ibm.com]
Sent: Monday, March 05, 2001 10:17 AM
To: CODE400-L@midrange.com
Subject: How to open an APAR


Hi folks,

This is the information which I have on how to have a problem reported to
IBM  (I think that the phone numbers are only for the US):

If customer wants to report problem via voice and talk to someone,
Customer has to call AS400 Software Support on 1-800-237-5511 .
Customer must have a supportline contract (monthly or hourly).

Alternatively,
Customers may submit defect problem via the Internet, no contract is
required.
The AS400 Customer uses the as400service.ibm.com website Problem Reporting
to report a defect.  The PMR comes into the NETCMC queue, which is
monitored by the AS400 Internet Support Facility,
entitlement checking will be done, then routed to the appropriate technical
queue.
- If the customer has a contract, it will be selected.
- If the customer does not have a contract, Unentitled Support Line will be
selected.

Alternatively,
PROBLEMS SUBMITTED VIA FAX
Customers may submit problems via FAX to 1-800-288-9584.  All incoming
FAXes will be reviewed by Call Services Center (CSC) personnel to determine
if the FAX is for a PTF request or a new or existing problem.
The CSC will do entitlement checking, FAX back an acknowledgment, create a
call record if appropriate and queue the call to the proper Rochester or
non-Rochester location, using a call routing tool.

thanks,
Violaine Batthish
CODE/400 Project Lead
batthish@ca.ibm.com          IBMCA(BATTHISH)

CODE/400 page:  http://www.ibm.com/software/ad/varpg
WDT/400 Support :
http://www.ibm.com/software/ad/wdt400/update_downloads.html


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