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getting-help-and-support.md

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copyright
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2023, 2026
lastupdated 2026-06-23
keywords getting help and support, {{site.data.keyword.powerSys_notm}} as a service, private cloud, terminology, video, how-to, help and support, support ticket, faq, create new case
subcollection power-iaas

{{site.data.keyword.attribute-definition-list}}

Getting Help and Support

{: #getting-help-and-support}

{{site.data.keyword.off-prem-fname}} in [{{site.data.keyword.off-prem}}]{: tag-blue}

{{site.data.keyword.on-prem-fname}} in [{{site.data.keyword.on-prem}}]{: tag-red}

You can choose a Basic, Advanced, or Premium support plan to customize your IBM Cloud® support experience for your business needs. The level of support that you select determines the severity that you can assign to support cases and your level of access to the tools available in the Support Center. For more information about different support plans, see Basic, Advanced, and Premium support plans{: external}.

Users with a Lite or Trial account can create support cases but are limited to non-technical issues. {: note}

Before you open a support ticket against {{site.data.keyword.powerSysShort}}, review the FAQ and Getting support. {: shortdesc}

Opening PowerVS infrastructure cases

{: #support-case-IBM-cloud}

To open a support ticket for {{site.data.keyword.off-prem-fname}} in {{site.data.keyword.off-prem}} or in {{site.data.keyword.on-prem}}, complete the following steps:

  1. Log in to the IBM Cloud{: external} with your IBM Cloud account credentials.
  2. In the menu bar, click Help (Help) icon. Select the Support center option.
  3. On the Support Center page, click Create a case. The Create a case page opens.
  4. From the Topic menu, select {{site.data.keyword.powerSys_notm}} option.
  5. From the Subtopic menu, select the topic that is related to your issue. For example, Power VS Compute Related or Power VS On Premises Related.
  6. Provide a short description of the issue in the Subject field and a detailed description of the issue in the Description field.
  7. (Optional) Attach any helpful files in the Attachments field.
  8. (Optional) From the Watchlist menu, select the users in your account who are interested to get the updates about the issue.
  9. (Optional) From the Add resources menu, select your impacted PowerVS Private Cloud resource.
  10. (Optional) From the Data center settings menu, select your data center.
  11. (Optional) To get the email notifications, select Email me updates about this case checkbox.
  12. Review your support ticket summary, and click Submit case. You will receive an email verification. Follow the instructions on the email for further communication on the issue.

Opening Operating System (AIX®, Linux®, or IBM i) related cases [{{site.data.keyword.off-prem}}]{: tag-blue}

{: #support-case-IBM-offprem}

If you are facing any AIX, Linux, or IBM i operating system-specific issue, you must directly engage with the operating system support by using the portal as follows:

  1. Log in to the IBM Support{: external} portal by using your IBMid.
  2. Click Open a case.
  3. On the Product field, enter AIX on PowerVS or IBM i on PowerVS.
  4. Complete all the other required information, and click Submit Case.

Opening Operating System (AIX, Linux, or IBM i) related cases [{{site.data.keyword.on-prem}}]{: tag-red}

{: #support-case-IBM-onprem}

If you are facing any AIX, Linux, or IBM i operating system-specific issue, you must directly engage with the operating system support by using the portal as follows:

  1. Log in to the IBM Support{: external} portal by using your IBMid.

  2. Click Open a case.

  3. On the Product field, enter AIX, Red Hat Enterprise Linux Server, or IBM i on Cloud. For AIX, enter any 7-digit serial number in the Machine Serial Number field. For Red Hat Enterprise Linux Server or IBM I on Cloud, no serial number is required.

  4. In the Account field, provide the account or customer number that is listed on your {{site.data.keyword.on-prem}} invoice to ensure that the case is addressed quickly.

  5. Complete all the other required information, and click Submit Case.