Client Asset Management

IBM Hardware Support

Placing a support call to IBM

Call 1-800-IBM-SERV (1-800-426-7378) and follow the prompts for speaking with the correct department, depending on equipment.

For Hardware Maintenance, please have available:

Machine type
Contact person
Phone number, including area code (where hardware is located)
Serial number
Problem description
Host machine (i.e. for disk, drawers, which machine is it attached to, etc.)

You will receive a reference number (PMR #) and then either receive a return call or IBM will dispatch an Engineer.

Note: Although you have a "Temporary Entitlement" or a "Welcome Letter" from IBM, you may be denied service initially. Ask to be transferred to the Entitlement desk. Explain to the Entitlement Coordinator that you are in the process of entitlement with IBM. They may ask you to fax the "Temporary Entitlement" or "Welcome Letter". Utilize the IBM Solution ID number on the "Temporary Entitlement" or "Welcome Letter" as a reference for your contract.

If all else fails, please ask to be transferred to the Duty Manager who has the authority to release the call. They may ask for a copy of the "Temporary Entitlement" or "Welcome Letter" as well.

IBM Software Support

Placing a support call to IBM

Call 1-800-IBM-SERV (1-800-426-7378) and follow the prompts for speaking with the correct department depending upon your equipment.

For Software Maintenance (Supportline, SWMA, Passport Advantage), please have available:

Customer number (ServiceSuite or Passport agreement number)
Machine type
Serial number for System i/AS400 machines
Operating System
Confirmation of Software with the issue (product)
Version/Release
Contact person
Product description

You will be transferred to a specialist.

Emergency entitlement information for signed statements of work with IBM but not yet registered:

For Support
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:
1. Receive-call agent will ask the caller for the following information:
  - Customer Number
  - Operating System
  - Failing Product Name
  - Version / Release
2. 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.
3. 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:
  - Machine Type / Serial
  - Contract Number Provided To Them By Business Partner
  - Check the MSI Client Asset Management website for contract number
4. The receive-call agent will:
  - Validate company name / address and ask a few more questions of the caller.
  - Validate that they have a newly signed contract.
  - Will pass them thru for software support.
For Subscription

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. MSI will send an e-mail to ISATHELP@us.ibm.com. The e-mail must contain the customer name, phone number, business partner name, the signed contract number, and the machine type and serial number.