Create a Support Ticket

Engaging support for IP4G

Support for IBM Power for Google Cloud is provided by Google Cloud Customer Care as Third-Party Technology Support using the Collaborative support model.

To learn more about the Third-Party Technology Support provided with Enhanced and Premium support from Google Cloud Customer Care see Getting Support for Google Cloud.

Open a support case for IBM Power for Google Cloud

Requirements:

The user must have the appropriate Google Cloud IAM Roles for Enhanced or Premium Support to open a support request.
The ticket must include the Account ID for optimal ticket resolution. If the ticket is specific to a single Cloud Instance, include the Cloud Instance ID for the fastest resolution. See locate your Account ID and locate your Cloud Instance ID for details.

To open a Google Cloud support case, follow the instructions in for Creating cases in Google Cloud Support portal.

When selecting the issue category, expand Partner Support, expand IBM Power Systems for Google Cloud, and select the most appropriate sub topic for your issue.

Select support case issue category

Google engages Converge on behalf of the client as needed for investigating possible issues with the IBM Power for Google Cloud infrastructure.

For AIX or IBM i operating system support see “Opening a support case with IBM”. In these cases, the problem is with the Operating System, not Google Cloud or IBM Power for Google Cloud.

Open a support case with IBM for operating system support

Support is available for versions of the AIX operating system that are currently in standard support. AIX versions that are in extended support are not supported for the IBM Power Systems for Google Cloud service. For more information, see AIX support lifecycle information.

You must use the IBM customer number that was provided during the subscription process for the IBM Power Systems for Google Cloud service.

To directly engage IBM for AIX or IBM i operating system support, go to the IBM Support portal.

Click Open a case, navigate to the Product field, enter AIX on Cloud or IBM i on Cloud. Complete all of the required information, and click Submit Case.

Locate your Account ID

You can find the Account ID in the IBM Power for Google Cloud Web Console or pcloud cli. In the examples below, the Account ID is E-01DF-1DFC-6D14-4701. Using the Web Console, click your name > Accounts to see your Account ID.

Web Console Getting Started with the Web Console

Using the pcloud cli.

$ pcloud config list
accountID: E-01DF-1DFC-6D14-4701
cloudID: 75a23c3671c1sjke85788b65552a74ec
cloudName: demo
region: us-east4

Locate your Cloud Instance ID

Your IBM Power for Google Cloud Account may have multiple Cloud Instances. If you are using two regions, you will have two Cloud Instance ID’s, one for each region. In the example below, the Cloud Instance ID is 75a23c3671c1sjke85788b65552a74ec. To locate the Cloud Instance ID, use the pcloud cli.

Using the pcloud cli.

$ pcloud config list
accountID: E-01DF-1DFC-6D14-4701
cloudID: 75a23c3671c1sjke85788b65552a74ec
cloudName: demo
region: us-east4