Support

Shield Customer Support

We recognize that our products can be a critical part of your business which is why we are committed to providing you with the best support available. Support is provided Mon - Fri 9am - 5pm EST using either the telephone number supplied or via Email. If you require support outside of these times we will always try to accommodate your request.

Prepare for the call

Before contacting us for a support call we ask that you prepare the following items so we can respond quickly and effectively to your request.

A print out of the message queues related to your request.
Any joblogs for the failing Shield products or associated programs
A print out of any configuration data for the Shield product
A simple description of the problem and how it manifested itself

If you are unable to provide the above items we will assist you in collecting them but it may add some additional time to the call process. Sometimes the problem may be related to the OS and not our programs, in these cases we may need you to log the problem with IBM. Should this occur we will work with you to get IBM's help in resolving the problem.