First Stop: IBM-SERV

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QuickGuide to IBM Technical Support for the IBM
Infosphere Balanced Warehouse for Linux
This information is valid in the U.S. and Canada
Technical Support at IBM
First Stop IBM-SERV If you need help with your
IBM Infosphere Balanced Warehouse for Linux
solution, call 1-800-IBM-SERV (426-7378), and
select the Software path (as outlined in the
flowchart on the next page). Your call will
connect you with an IBM Remote Technical Support
Representative who will help you diagnose your
problem, and, if not resolved, will help you
create a plan to resolve it. This procedure
describes support for the Infosphere Balanced
Warehouse for Linux For a listing of current
product components included in an Infosphere
Balanced Warehouse for Linux solution, reference
http//www-1.ibm.com/support/docview.wss?uidswg2
1192752. Support for all other products will
follow their normal support processes call 1-
800-IBM SERV (426-7378) and follow the telephone
system prompts
Balanced Warehouse for Linux (E6000) 64 bit SuSE
Linux Enterprise Server 9 or 64bit Red Hat
Enterprise Linux 4, Update 4 IBM Cluster System
Management Cluster e1350 (M/T 1410) System x3455
DS4800 storage DB2 Data Warehouse Edition (DB2
DWE) DB2 Universal Database (DB2 UDB)
Balanced Warehouse for Linux (D5000) 64 bit SuSE
Linux Enterprise Server 10 IBM Cluster System
Management Cluster e1350 (M/T 1410) System x3650
Megaraid 8480/EXP3000 storage DB2 Data Warehouse
Edition (DB2 DWE) DB2 Universal Database (DB2
UDB)
Balanced Warehouse for Linux (D5100) 64 bit SuSE
Linux Enterprise Server 10 IBM Custer System
Management Cluster e1350 (M/T 1410) System x3655
DS3400 storage DB2 Data Warehouse Edition (DB2
DWE)
Before calling (what you will need to provide) Before calling (what you will need to provide)
IBM Customer Number for the Balanced Warehouse (BW) Problem Description / Business Impact
Machine type (M/T 1410) and model number Other pertinent info (error messages and/or logs)
Machine serial number BIOS and firmware revisions (if applicable)
Please be sure to record your case number or problem number from IBM. Please be sure to record your case number or problem number from IBM.
Technical Support URLs and Phone Numbers Technical Support URLs and Phone Numbers
Infosphere Balanced Warehouse http//ibm.com/software/data/infosphere/balanced-warehouse/
Corporate Home http//ibm.com/
IBM Support http//ibm.com/support/
IBM SW Support Handbook http//techsupport.services.ibm.com/guides/handbook.html/
MySupport http//ibm.com//support/mysupport/
Electronic Service Request http//ibm.com/software/support/help.html/
Service Offerings http//ibm.com/services/
Redbooks http//www.redbooks.ibm.com/
Technical Training http//ibm.com/training/
Base BW for Linux Software Stack http//www-1.ibm.com/support/docview.wss?uidswg21192752
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QuickGuide to IBM Technical Support for the IBM
Infosphere Balanced Warehouse for Linux
This information is valid in the U.S. and Canada
Problem Resolution
Problem Resolution Call Flow
Problem Severity Codes

• Call IBM Support at 1-800-IBM-SERV (426-7378)
• For all problems with this solution, select the
  phone options that take you to the Software
  selection.
• Provide the representative with the following
  information
• Operating System (i.e. Linux)
• IBM Customer Number (your Passport Advantage
  (PPA) number associated with the BW / BCU
  solution)
• Product - Balanced Warehouse for Linux (was
  BCU)
• 5724U5400 - Balanced Warehouse E-Class Linux
  (E6000)
• or 5724U5500 - Balanced Warehouse D-Class Linux
  (D5000, D5100)
• Current Version 2.1
• Entitled through Passport Advantage
• Your IBM support representative will open a case.
• Record your Case Number.

Severity levels are determined during a mutual
discussion by the client and support analyst,
based on the business impact of the issue. If a
client designated a problem as a Severity 1, IBM
will work on it 7 days a week, 24 hours a day,
providing the client is also available to work
during those hours.
Severity 1 Critical Impact/System Down Business
critical software component is inoperable or
critical interface has failed. This usually
applies to a production environment and indicates
you are unable to use the program resulting in a
critical impact on operations. This condition
requires an immediate solution.
Customer and the IBM support representative will
work together to analyze the symptoms and develop
a plan for resolution.
Severity 2 Significant business impact A
software component is severely restricted in its
use or you are in jeopardy of missing business
deadlines because of problems with a new
application rollout.
The IBM support representative may ask you for
various logs or other diagnostic data from your
server.
Send to appropriate support team.
IBMs support technicians will work with you to
identify the correct action needed to fix your
problem.
Severity 3 Some business impact Indicates the
program is usable with less significant features
(not critical to operations) unavailable.
Problem Solved?
Progress being made?
Case closed.
Yes
Yes
No
Severity 4 Minimal business impact A
non-critical software component is
malfunctioning, causing minimal impact, or a
non-technical request is made.
No
No
NOTE If you need escalation, call 1-800-IBM-SERV
(with your case number and a case history) and
ask for the Duty Manager.