Each tour will provide "how-to" instructions using screen shots and animation to help you get the most out of our site.You can read more about how to control the tours on our "How do I?" site assistance page.
Software Support Overview
This tour will introduce you to the recent changes in the Software Support Web site. Highlights include:
- Enhanced task-based navigation using our support search navigator
- Added an easily accessible simple text search field
- New navigation pull-downs to help you quickly access brand, family or product pages
- Additional support links grouped into easy to understand categories
This tour will introduce you to all of the features of the Software Support Web site. Highlights include:
- Task-based navigation using our support search navigator.
- Stay up to date with our RSS feeds, My Support and system notices.
- Searching our software support knowledge base.
- Download features designed specifically to help get to that Patch or Fix as quickly as possible.
- How to report software issues and get assistance for common support site tasks.
- Dynamic translation services using WebSphere technology.
My Support
This tour will guide you through the process of personalizing your software support experience. My Support also offers the ability to sign up to receive weekly emails from the support teams on important support-related content.
Electronic Service Request (ESR) - Online problem submission tool
View this tour to be shown how to:
Viewing time is approximately 18 minutes.
- Request access to ESR.
- Access and navigate ESR.
- Open a Problem Management Record (PMR).
- Search for PMRs.
- Run PMR reports.
- Update PMRs.
- Update your ESR profile.
View this tour to be shown how the Primary and Secondary Site Technical Contacts (STCs):
Viewing time is approximately 14 minutes.
- Manage their company's Authorized Caller/User list.
- Grant their company's employees access to ESR.
- Manage their company's Business Partner (BP) relationships.
- Grant BPs access to ESR.
- Approve per-incident Problem Management Records (PMRs) created by a BP.
- Request a BP relationship to allow a BP to create and submit PMRs on their company's behalf.
View this tour to be shown how an IBM Business Partner (BP) can:
Viewing time is approximately 10 minutes.
- Access ESR.
- Manage their list of ESR customer relationships.
- Approve or deny customer requests for BP to manage Problem Management Records (PMRs) on the customer's behalf.
- Request an ESR customer relationship to manage PMRs on a customer's behalf.
- Create PMRs on a customer's behalf.
