Getting Technical Support - IBM Proventia Network Enterprise Scanner User Manual

Preface

Getting Technical Support

Introduction
The IBM ISS Web
site
Support levels
Hours of support
Contact information
12
IBM ISS provides technical support through its Web site and by email or telephone.
The IBM Internet Security Systems (IBM ISS) Resource Center Web site (
www.iss.net/support/
versions listings, detailed product literature, white papers, and the Technical Support
Knowledgebase.
IBM ISS offers three levels of support:
Standard
●
Select
●
Premium
●
Each level provides you with 24x7 telephone and electronic support. Select and Premium
services provide more features and benefits than the Standard service. Contact Client
Services at
clientservices@iss.net
organization has selected.
The following table provides hours for Technical Support at the Americas and other
locations:
Location Hours
Americas 24 hours a day
All other Monday through Friday, 9:00 A.M. to 6:00 P.M. during their
locations local time, excluding IBM ISS published holidays
Note: If your local support office is located outside the
Americas, you may call or send an email to the Americas
office for help during off-hours.
Table 3: Hours for technical support
The following table provides electronic support information and telephone numbers for
technical support requests:
Regional Electronic Support
Office
North America Connect to the MYISS
section of our Web site:
www.iss.net
Latin America
support@iss.net
Table 4: Contact information for technical support
) provides direct access to online user documentation, current
if you do not know the level of support your
Telephone Number
Standard:
(1) (888) 447-4861 (toll free)
(1) (404) 236-2700
Select and Premium:
Refer to your Welcome Kit or
call your Primary Designated
Contact for this information.
(1) (888) 447-4861 (toll free)
(1) (404) 236-2700
http://
IBM Internet Security Systems