Obtaining 3270 Customer Support
Complementary Products provides customer support for all of our active
offerings. We also support withdrawn offerings for a limited time after
a withdrawal announcement.
In order to expedite your support call, please use the following processes
to obtain 3270 product support:
SOFTWARE SUPPORT
Installation and technical support, including problem diagnosis and
resolution, is provided by the IBM Support Center in Charlotte, North Carolina.
This support is accessed in call-back mode through the IBM Support Center.
IMPORTANT: Driver code in most cases is supplied by the emulation software vendor for these adapters
In the United States --
You may call the IBM PSG Support Center at 1-800-772-2227,
choosing Options 2, then 8 to be connected to our "live ring".
A Customer Service Technician will assist you in matters pertaining
to installation and configuration. Hours of Operation are
8 a.m. - 9p.m., EST.
As an alternate source of help, contact the IBM Support Center at
1-800-237-5511 anytime and receive a return call within eight
business hours (Monday-Friday, 8 a.m. - 5 p.m., EST). Before calling
the IBM Support Center, please consult our online help.
The IBM Technical Support Center maintains a bulletin board (BBS) that contains
tips, user information and program updates. The BBS is available 24 hours a
day. You can call our Technical Support Center BBS at 704-594-3799 anytime using
an asynchronous modem. The BBS supports communications up to 14.4KB with 8
bits, no parity, and 1 stop bit.
In Canada --
you may call 1-800-565-3344 to obtain support.
Outside the United States, Puerto Rico, or Canada --
contact your local IBM representative or your Authorized IBM Supplier for information on program services.
Drivers should be at the latest level prior to your call for assistance to
expedite service. The File Download page
has the latest drivers, CSD's, patches, and fixes are available.
For more information about program service, see
your Software License Information.
When you call, you should have the following information available:
- Software program name and version number
- Operating system name and version number
- Type of host connection
- Computer brand, model, RAM memory, and amount of free disk space
- The specific steps and other relevant details to reproduce your problem.
- Your customer number
HARDWARE SUPPORT
If you suspect you have a hardware problem and require an IBM Customer Engineer
on-site, contact 1-800-IBM-SERV. If your require assistance diagnosing any sort
of connectivity problem or for help running diagnostics, the IBM Software Support
Group will be happy to assist you by routing a call on RETAIN to the 3270
queue at Location 153 by calling 1-800-237-5511.
If the card passes diagnostics, there is a strong possibility that you may
be experiencing an emulation software configuration issue. Support for
certain software programs may be offered as a billable service from IBM.
When you call, you should have the following information available:
- Hardware name and part number
- Your customer number
- Your address
- A call-back contact name and phone number
- The specific steps and other relevant details to reproduce your problem.
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