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Placing a support call to IBM |
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Call 1-800-IBM-SERV (1-800-426-7378) and follow the prompts for speaking with the correct department depending upon your equipment. |
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For Software Maintenance (Supportline, SWMA, Passport Advantage), please have available: |
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 Customer number (ServiceSuite or Passport agreement number) |
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Machine type |
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Serial number for System i/AS400 machines |
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Operating System |
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Confirmation of Software with the issue (product) |
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Version/Release |
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Contact person |
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Product description |
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You will be transferred to a specialist. |
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EMERGENCY ENTITLEMENT FOR SUPPORT - FOR SIGNED STATEMENTS OF WORK WITH IBM BUT NOT YET REGISTERED |
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When Calling into IBM for Software Support at 1-800-IBM-SERV, here are the proposed instructions for End Users when a new remarketed contract has been signed, but not yet thru the IBM internal registration process: |
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+ Infrastructure Consolidation |
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Receive-call agent will ask the caller for the following information: |
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1.Customer Number
2.Operating System
3.Failing Product Name
4.Version / Release
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If no entitlement is found, the receive-call agent will have dialogue with the caller about the possibility of their support contract being found under a different customer number or request the caller to provide the machine type / serial of the machine they are calling for to search for the proper entitlement information. |
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The caller should inform the receive-call agent that they have recently signed a new contract for software support and provide the following to the agent: |
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1.Machine Type / Serial
2.Contract Number Provided To Them By Business Partner
3.Check the SILICON Managed Maintenance website for contract number
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The receive-call agent will: |
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1.Validate company name / address and ask a few more questions of the caller.
2.Validate that they have a newly signed contract.
3.Will pass them thru for software support.
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A comprehensive infrastructure plan is critical for managing and optimizing complex systems environments. SILICON Solution Architects take the holistic approach of examining IT infrastructure and mapping solutions that maximize return on investment. |
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EMERGENCY ENTITLEMENT FOR SUBSCRIPTION - FOR SIGNED STATEMENT OF WORK WITH IBM BUT NOT YET REGISTERED. |
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The end user should follow the normal process for ordering an upgrade. If the end user is denied support, and they have a signed agreement that is in the contract registration process with IBM, then they are eligible to use this emergency entitlement process for subscription. SILICON will send an e-mail to info@ siliconcomputers.co.in The e-mail must contain the customer name, phone number, business partner name, the signed contract number, and the machine type and serial number. |
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