IBM TIVOLI SC32-0129-00 User Manual
Page 12
Before
contacting
IBM
Software
Support,
your
company
must
have
an
active
IBM
software
maintenance
contract,
and
you
must
be
authorized
to
submit
problems
to
IBM.
The
type
of
software
maintenance
contract
that
you
need
depends
on
the
type
of
product
you
have:
v
For
IBM
distributed
software
products
(including,
but
not
limited
to,
Tivoli,
Lotus
®
,
and
Rational
®
products,
as
well
as
DB2
®
and
WebSphere
®
products
that
run
on
Windows
®
or
UNIX
®
operating
systems),
enroll
in
Passport
Advantage
®
in
one
of
the
following
ways:
–
Online
:
Go
to
the
Passport
Advantage
Web
page
and
click
How
to
Enroll
–
By
phone
:
For
the
phone
number
to
call
in
your
country,
go
to
the
IBM
Software
Support
Web
site
and
click
the
name
of
your
geographic
region.
v
For
IBM
eServer
™
software
products
(including,
but
not
limited
to,
DB2
and
WebSphere
products
that
run
in
zSeries
®
,
pSeries
®
,
and
iSeries
™
environments),
you
can
purchase
a
software
maintenance
agreement
by
working
directly
with
an
IBM
sales
representative
or
an
IBM
Business
Partner.
For
more
information
about
support
for
eServer
software
products,
go
to
the
IBM
Technical
Support
Advantage
Web
page
If
you
are
not
sure
what
type
of
software
maintenance
contract
you
need,
call
1-800-IBMSERV
(1-800-426-7378)
in
the
United
States
or,
from
other
countries,
go
to
the
contacts
page
of
the
IBM
Software
Support
Handbook
on
the
Web
and
click
the
name
of
your
geographic
region
for
phone
numbers
of
people
who
provide
support
for
your
location.
Follow
the
steps
in
this
topic
to
contact
IBM
Software
Support:
1.
2.
3.
Determine
the
business
impact
of
your
problem:
When
you
report
a
problem
to
IBM,
you
are
asked
to
supply
a
severity
level.
Therefore,
you
need
to
understand
and
assess
the
business
impact
of
the
problem
you
are
reporting.
Use
the
following
criteria:
Severity
1
Critical
business
impact:
You
are
unable
to
use
the
program,
resulting
in
a
critical
impact
on
operations.
This
condition
requires
an
immediate
solution.
Severity
2
Significant
business
impact:
The
program
is
usable
but
is
severely
limited.
Severity
3
Some
business
impact:
The
program
is
usable
with
less
significant
features
(not
critical
to
operations)
unavailable.
Severity
4
Minimal
business
impact:
The
problem
causes
little
impact
on
operations,
or
a
reasonable
circumvention
to
the
problem
has
been
implemented.
Describe
your
problem
and
gather
background
information:
When
explaining
a
problem
to
IBM,
be
as
specific
as
possible.
Include
all
relevant
background
information
so
that
IBM
Software
Support
specialists
can
help
you
solve
the
problem
efficiently.
To
save
time,
know
the
answers
to
these
questions:
x
IBM
Tivoli
Storage
Manager
for
SAN
for
AIX:
Storage
Agent
User’s
Guide