Define the problem and determine severity of the problem When describing a problem to IBM, be as specific as possible. Include all relevant background information so that IBM Support can help you solve the problem efficiently.
IBM Support needs you to supply a severity level. Therefore, you need to understand and assess the business impact of the problem that you are reporting. Use the following criteria:
For more information, see the Getting IBM support topic in the Software Support Handbook at http://www14.software.ibm.com/webapp/set2/sas/f/handbook/getsupport.html.
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