IBM Proventia Network Enterprise User Manual - Getting Technical Support
Preface
12
IBM Internet Security Systems
Getting Technical Support
Introduction
IBM ISS provides technical support through its Web site and by email or telephone.
The IBM ISS Web
site
The IBM Internet Security Systems (IBM ISS) Resource Center Web site (
http://
www.iss.net/support/
) provides direct access to online user documentation, current
versions listings, detailed product literature, white papers, and the Technical Support
Knowledgebase.
Support levels
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
if you do not know the level of support your
organization has selected.
Hours of support
The following table provides hours for Technical Support at the Americas and other
locations:
Contact information The following table provides electronic support information and telephone numbers for
technical support requests:
Location
Hours
Americas
24 hours a day
All other
locations
Monday through Friday, 9:00 A.M. to 6:00 P.M. during their
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
Regional
Office
Electronic Support
Telephone Number
North America
Connect to the MYISS
section of our Web site:
www.iss.net
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.
Latin America
support@iss.net
(1) (888) 447-4861 (toll free)
(1) (404) 236-2700
Table 4: Contact information for technical support