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NS1 Support Migrates to the IBM Support Site in Mid-March 2024

By Joseph Gran posted Tue February 27, 2024 03:28 PM

  

Abstract

This newsletter announces the migration of the NS1 support portal to the IBM support site. The newsletter details what changes, how to prepare for the change and if needed how to request assistance with the transition process.

Content

What changes

As part of the integration of NS1 into the IBM organization, customers will access NS1 support online through the IBM support site. Support access telephone numbers for your country can be found at www.ibm.com/planetwide. Once the transition takes place customers can no longer access the existing NS1 support portal.

The process migrates in flight support tickets and 2 years of historical support case data.

Note: As a result of this transition to the IBM support portal, IBM’s privacy policy applies to the handling of your customer support content and data.

How to prepare for this change

Access to the IBM support site requires the creation of an IBM ID. It is highly recommended that you create your IBM ID as soon as possible, go to Create an IBMid. 

Subscribe to product notifications by subscribing to IBM NS1 Connect in the ‘My Notifications’ tool.

For the migration to the IBM support site one of the following applies:

  • If you are an authorized NS1 contact, your case access will be automatically migrated based on your email address associated with your IBM ID.
  • If you are currently not an authorized NS1 contact, you need to follow the steps outline in the access request instructions.
For assistance with the creation of the IBM ID or the support access request, use the help links provided in each tool to open a case with the appropriate IBM helpdesk.

Note: If you granted access to the NS1 portal to persons outside your company (for example an external consultant), you must grant access again explicitly in the IBM support site.

Using the IBM support portal

Information on the process to open, update, and manage support cases can be found here.

Video resources:

Cases can be opened from the IBM Support Site or by Phone. To open a case by phone, go to the IBM Directory of worldwide contacts, click your country and use the phone number listed in the Technical Support section on the page. If you are unable to open a case from the IBM Support Site, use the Get Help tile on the bottom right to report a problem submitting a case or registering for support.

Information on the process to escalate a case can be found here.

Where to get assistance for the transition process

For questions related to the use of a tool on the IBM site, follow the help link in the tool to open a case with the appropriate IBM helpdesk.

If you are unable to open a case from the IBM Support Site , use the Get Help tile on the bottom right to report a problem submitting a case or registering for support. If you are unable to access the IBM Support Site, you can also open a case by phone  IBM Directory of worldwide contacts.

For technical questions that are not related to the use of a specific tool, open a support request with the NS1 support team following instructions here. 

Support and Product Documentation

Visit the IBM TechXChange for NS1 Connect to join the NS1 community for discussions, blogs, events and more.

Product and Knowledge base documentation can be found at IBM.com/docs

How to obtain product support during the transition period

Until the day of the transition, continue to work as usual through the NS1 support portal.

On the day of the transition, the NS1 support portal is no longer accessible, and all new cases must be opened in the IBM support site.

On the day of the transition, existing open cases as well as two years of historical case data are migrated from the NS1 support portal to the IBM support site. Expect this process to take several hours.

In the event you need assistance with an open case before the migration completes, open a new case in the IBM support site so that the support team can continue to work with you. When the migration completes this newly opened case and the existing case are consolidated.

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