1. Technical Support at IBM
QuickGuide to IBM Technical Support for the
IBM Infosphere Balanced Warehouse for AIX
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 AIX solution, call IBM-SERV ( ), 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 AIX: For a listing of current product components included in an Infosphere Balanced Warehouse for AIX solution, reference: Support for all other products will follow their normal support processes; call IBM SERV ( ) and follow the telephone system prompts
AIX BCU Version 1.1
AIX 5L
DB2 Data Warehouse Edition (DWE)
DB2 Enterprise Server Edition (ESE)
p core 1.9GHz POWER5
DS4500
HACMP
Balanced Warehouse for AIX 2.1 (E7000 & E7050)
AIX 5L
DB2 Data Warehouse Edition (DWE)
DB2 Enterprise Server Edition (ESE)
p core 2.2GHz POWER5+
DS4800 (E7000) or DS8100 (E7050)
Tivoli System Automation
Balanced Warehouse for AIX 2.1 (E7100)
AIX 5.3
DB2 Data Warehouse Edition (DWE)
p x 4.6GHz POWER6 (Data)
p x 2.1 GHz (Admin)
Storage Manager
DS4800
Tivoli System Automation (for HA)
Before calling (what you will need to provide)
IBM Customer Number (ICN) for the Balanced Warehouse (BW)
Problem Description / Business Impact
Machine type 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.
Technical Support URLs and Phone Numbers
Infosphere Balanced Warehouse
IBM Corporate Home
IBM Support
IBM SW Support Handbook
MySupport
Electronic Service Request
Service Offerings
Redbooks
Technical Training
Base BW for AIX Software Stack

2. Problem Resolution Call Flow Problem Severity Codes
QuickGuide to IBM Technical Support for the
IBM Infosphere Balanced Warehouse for AIX
This information is valid in the U.S. and Canada
Problem Resolution
Problem Resolution Call Flow
Problem Severity Codes
Call IBM Support at IBM-SERV ( )
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. “AIX”)
IBM Customer Number (your Passport Advantage (PPA) number associated with the BW / BCU solution)
Product - “Balanced Warehouse for AIX” (was “BCU”)
5724U Balanced Warehouse E-Class AIX
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.
IBM’s 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 No
Yes
Severity 4
Minimal business impact:
A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made. No No
Engage Hardware Engineering
Engage software product support
NOTE: If you need escalation, call IBM-SERV (with your case number and a case history) and ask for the Duty Manager.