Welcome to IBM MaaS360 Support: What to Expect & How to Get Support (24/7)
You’ve officially completed onboarding for IBM MaaS360. Your services are configured, your environment is set up, and you are now managing your organization’s mobile ecosystem.
As you transition from setup to day-to-day administration, questions and technical issues may arise. This blog is tailored to support you in your journey as a new MaaS360 administrator and to help you understand the best way to contact support for break/fix issues.
When to Contact Support:
IBM Support assists with:
- Product defects
- Unexpected system behavior
- Enrollment failures
- Devices not communicating
- Error messages
- Production-impacting issues
For deployment planning, architecture design, or best practice recommendations, please get in touch with your Account Manager or Customer Success Manager. Be cautious of email notifications received from the following senders:
How to Contact Support:
We’re Available 24/7. No matter when an issue occurs, support is available.
You can contact us through:
📧 Online case submission
How to Open a Case Online (IBM MySupport):
You can submit and track support cases through IBM MySupport.
Create an IBM ID:
An IBM ID is required to open or view cases. If you don’t have an IBMid, create one to access support, training, and the IBM Security Community:
Select “Open a Case” in the top right corner > Sign in or create your IBM ID.
Once signed in, you can:
- Open new cases
- View existing cases
- Add updates and attachments
- Track progress
You can also access this from within the MaaS360 Portal:
- Click the headphone icon in the top right
- Select Contact Support
- You will be redirected to IBM MySupport
Important: Most organizations access the MaaS360 portal using an IBM ID (as recommended by IBM). If an administrator does not receive a multi-factor authentication (MFA) code via email when attempting to sign in, it is likely because the authentication type is set to IBM ID, but the administrator does not yet have an IBM ID associated with their account.
To receive your MFA code and successfully access the MaaS360 portal, please create an IBM ID using the link above.
For additional assistance, contact the IBM ID Helpdesk:
https://www.ibm.com/docs/en/ibmid?topic=contact-support
Now that your IBMID is created, you can log in to the Support Site and register for the MaaS360 Product on the IBM Support Site.
To access support for your products, you’ll first need to register them within the IBM Support site.
Once you’ve logged in, click your avatar icon in the top-right corner, select Support Access, and then choose Request Access.
From there, follow these steps:
- Use the search bar to locate your product (for example, MaaS360).
- Enter the required details so IBM Support can verify your identity and access.
- Click Submit to complete your request.
Important:
When prompted for the Customer Number, enter your ICN/CMR number; not your MaaS360 portal number. If you’re unsure of this information, contact your Account Representative or IBM Support for assistance.
After submitting your request, your product will appear on the Products page with a status of Pending approval. Your organization’s Support Portal Administrator must approve access.
Once approved, navigate to Manage Support Account from the header, then select Product Resources. Your registered products will be listed under the My Products section.
Understanding Severity Levels
Selecting the correct severity ensures appropriate prioritization. Please choose severity based on business impact, not urgency preference. If a severity is selected incorrectly, it may be reclassified.
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Severity 1 (Critical Impact)
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Severity 2 (Significant Impact)
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Severity 3 (Some Impact)
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Severity 4 ( Minimal Impact/How - to Questions)
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- Production system down
- Widespread device or service outage
- No workaround available
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- Major functionality impaired
- Business operations limited
- A workaround may exist
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- Partial or non-critical functionality affected
- Minimal business disruption
- Workaround available
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- General usage questions
- Configuration clarification
- Cosmetic issues
- No production impact
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Target Response Time: Within 1 hour
Recommended action: Call immediately.
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Target Response Time: Within 2 hours
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Target Response Time: Within 4 business hours
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Target Response Time: Within 1 business day
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For Reference:
Support SLA/SLO: https://www.ibm.com/support/pages/node/738881
Severity Definitions: https://www.ibm.com/support/pages/node/739151
Important: Response Time vs. Resolution Time
Response time refers to how quickly a support engineer begins working on your case. Resolution time depends on:
- Issue complexity
- Log analysis
- Reproduction testing
- Potential engineering involvement
Some issues require deeper investigation before resolution. All cases are handled in the order they are received.
Severity level determines prioritization and response targets. Accurate severity selection ensures timely engagement for critical issues.
You can also check the IBM MaaS360 Status page (status.maas360.com) for real-time service health, incident updates, and maintenance notifications, and even subscribe to email alerts tied to your IBM ID to stay informed about platform availability and issues.
As a MaaS360 administrator, you play a critical role in maintaining your organization’s mobility strategy.
Providing complete details, selecting the correct severity level, and using the appropriate support channel help us resolve issues efficiently and keep your environment running smoothly.
We are here to support you — 24 hours a day, 7 days a week.
Welcome to the next phase of your IBM MaaS360 journey.