IBM 51 Manuel D’Utilisation

2.

   

3.

   

 

 

 

 

 

 

 

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:

 

 

 

 

 

business

 

impact:

 

You

 

are

 

unable

 

to

 

use

 

the

 

program,

 

resulting

 

in

 

a

 

critical

 

impact

 

on

 

operations.

 

This

 

condition

 

requires

 

an

 

immediate

 

solution.

 

 

 

 

business

 

impact:

 

The

 

program

 

is

 

usable

 

but

 

is

 

severely

 

limited.

 

 

 

 

business

 

impact:

 

The

 

program

 

is

 

usable

 

with

 

less

 

significant

 

features

 

(not

 

critical

 

to

 

operations)

 

unavailable.

 

 

 

 

business

 

impact:

 

The

 

problem

 

causes

 

little

 

impact

 

on

 

operations,

 

or

 

a

 

reasonable

 

circumvention

 

to

 

the

 

problem

 

has

 

been

 

implemented.

  

 

 

 

 

 

 

 

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:

 

v

   

What

 

software

 

versions

 

were

 

you

 

running

 

when

 

the

 

problem

 

occurred?

 

v

   

Do

 

you

 

have

 

logs,

 

traces,

 

and

 

messages

 

that

 

are

 

related

 

to

 

the

 

problem

 

symptoms?

 

IBM

 

Software

 

Support

 

is

 

likely

 

to

 

ask

 

for

 

this

 

information.

 

v

   

Can

 

the

 

problem

 

be

 

re-created?

 

If

 

so,

 

what

 

steps

 

led

 

to

 

the

 

failure?

 

v

   

Have

 

any

 

changes

 

been

 

made

 

to

 

the

 

system?

 

(For

 

example,

 

hardware,

 

operating

 

system,

 

networking

 

software,

 

and

 

so

 

on.)

 

v

   

Are

 

you

 

currently

 

using

 

a

 

workaround

 

for

 

this

 

problem?

 

If

 

so,

 

please

 

be

 

prepared

 

to

 

explain

 

it

 

when

 

you

 

report

 

the

 

problem.

 

 

 

 

 

 

 

You

 

can

 

submit

 

your

 

problem

 

in

 

one

 

of

 

two

 

ways:

 

v

   

:

 

Go

 

to

 

the

 

″Submit

 

and

 

track

 

problems

″

 

page

 

on

 

the

 

IBM

 

Software

 

Support

 

site

 

 

Enter

 

your

 

information

 

into

 

the

 

appropriate

 

problem

 

submission

 

tool.

 

v

   

 

:

 

For

 

the

 

phone

 

number

 

to

 

call

 

in

 

your

 

country,

 

go

 

to

 

the

 

contacts

 

page

 

of

 

the

 

IBM

 

Software

 

Support

 

Handbook

 

on

 

the

 

Web

 

(techsupport.services.ibm.com/guides/contacts.html)

 

and

 

click

 

the

 

name

 

of

 

your

 

geographic

 

region.

 

If

 

the

 

problem

 

you

 

submit

 

is

 

for

 

a

 

software

 

defect

 

or

 

for

 

missing

 

or

 

inaccurate

 

documentation,

 

IBM

 

Software

 

Support

 

creates

 

an

 

Authorized

 

Program

 

Analysis

 

Report

 

(APAR).

 

The

 

APAR

 

describes

 

the

 

problem

 

in

 

detail.

 

Whenever

 

possible,

 

IBM

 

Software

 

Support

 

provides

 

a

 

workaround

 

for

 

you

 

to

 

implement

 

until

 

the

 

APAR

 

is

 

resolved

 

and

 

a

 

fix

 

is

 

delivered.

 

IBM

 

publishes

 

resolved

 

APARs

 

on

 

the

 

IBM

 

product

 

support

 

Web

 

pages

 

daily,

 

so

 

that

 

other

 

users

 

who

 

experience

 

the

 

same

 

problem

 

can

 

benefit

 

from

 

the

 

same

 

resolutions.

 

 

Appendix

 

B.

 

Support

 

information