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ibmblockchain_support.md

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copyright lastupdated keywords subcollection
years
2017, 2019
2019-05-31
IBM Blockchain Platform, support case, Hyperledger Fabric Community, Cloud tickets, Rocket Chat, dWAnswers
blockchain

{:external: target="_blank" .external} {:shortdesc: .shortdesc} {:codeblock: .codeblock} {:screen: .screen} {:note: .note} {:important: .important} {:tip: .tip} {:pre: .pre}

Getting support

{: #blockchain-support}

{{site.data.keyword.blockchainfull}} Platform provides several avenues for troubleshooting problems and getting support, which depend on the {{site.data.keyword.blockchainfull_notm}} Platform offerings that you use. {:shortdesc}

For all {{site.data.keyword.blockchainfull_notm}} Platform offerings, it is recommended to firstly use free digital support resources to troubleshoot problems and get help from {{site.data.keyword.IBM_notm}} and the Hyperledger Fabric Community. If you use a Starter or Enterprise plan network, you can navigate to the "Support" screen in your Network Monitor, which contains links to these resources.

If your problem cannot be solved by any of the free digital support resources, consider the following approaches to get support for the offerings that you use.

  • {{site.data.keyword.blockchainfull_notm}} Platform for {{site.data.keyword.cloud_notm}} Private If you have purchased an {{site.data.keyword.blockchainfull_notm}} Platform for {{site.data.keyword.cloud_notm}} Private license and you want to contact customer support, see Accessing the {{site.data.keyword.IBM_notm}} Support Community and opening a support ticket{: external}.

    For issues that are related to {{site.data.keyword.cloud_notm}} Private, you can take advantage of both free digital support and paid support from {{site.data.keyword.cloud_notm}} Private{: external}.

  • {{site.data.keyword.blockchainfull_notm}} Platform Community Edition The {{site.data.keyword.blockchainfull_notm}} Platform Community Edition is intended for exploration, development, and testing. {{site.data.keyword.IBM_notm}} does not provide support for the {{site.data.keyword.blockchainfull_notm}} Platform Community Edition.

Resources and support forums

{: #blockchain-support-resources}

{{site.data.keyword.blockchainfull_notm}} for {{site.data.keyword.cloud_notm}} Private docs {{site.data.keyword.blockchainfull_notm}} for {{site.data.keyword.cloud_notm}} Private docs, provides guidance on how to start with {{site.data.keyword.blockchainfull_notm}} Platform. You can find corresponding topics from the left navigator or search any term with the search function on the top.

{{site.data.keyword.IBM_notm}} dWAnswers
{{site.data.keyword.IBM_notm}} dWAnswers{: external} is a community forum for users of {{site.data.keyword.blockchainfull_notm}} Platform and Hyperledger Fabric, which is monitored by experts from {{site.data.keyword.IBM_notm}} among others. You can search for answers to previously posed questions or submit a new question. Be sure to include the keyword blockchain in your new question.

Hyperledger Fabric resources
Hyperledger Fabric documentation{: external}, the Fabric community wiki{: external}, and the Fabric Jira dashboard{: external} provide more details about the Fabric stack.

You can also talk to a Fabric expert in Rocket.Chat{: external} to get answers to questions about Fabric.

Submitting support cases

{: #blockchain-support-cases}

For issues that are related to {{site.data.keyword.blockchainfull_notm}} Platform on {{site.data.keyword.cloud_notm}}, you can submit a support case in the {{site.data.keyword.cloud_notm}} Service Portal{: external}.

If you need help with Hyperledger Fabric, Hyperledger Composer, or your applications, please make use of the community resources above or engage {{site.data.keyword.blockchainfull_notm}} Services{: external}. It is recommended to use Hyperledger Composer solely for demos and proofs of concept. {{site.data.keyword.IBM_notm}} does not provide support for networks that use Hyperledger Composer in production, including the Composer CLI, JavaScript APIs, REST server, and Web Playground. {:note}

The response to your support case depends on your {{site.data.keyword.cloud_notm}} support plan{: external}.

  • If you have purchased Premium Support or Advanced Support, you can specify a severity level on your ticket from Sev-1 to Sev-4. Sev-1 is the highest level of severity. Support cases with higher severity levels indicates more urgency and will be responded to more quickly by the support team. For more information, see {{site.data.keyword.cloud_notm}} support plan offerings{: external}.
  • If you do not purchase support, your {{site.data.keyword.cloud_notm}} Pay-As-You-Go or Subscription account comes with a free Basic Support plan. In this case, your support case will automatically be registered Sev-4.

Follow these steps to submit a support case.

  1. Log in to {{site.data.keyword.cloud_notm}} Service Portal{: external} with your {{site.data.keyword.IBM_notm}} ID.
  2. Under Need more help? on the right of the page, click Create a Case.
  3. Fill the Create Case form with your information at least for the following fields.
  • Choose Technical as your case type.
  • In the Category drop-down list, select Blockchain.
  • In the Subject field enter a summary of your issue.
  • In the Description field describe your issue.
  • Attach any relevant logs or files to demonstrate your issue.
  • Click Email me updates to receive updates regarding the ticket status.
  1. Click the Submit button. You will receive an email notification in a few minutes for this case.

You can find your previously submitted cases by clicking My Cases on the upper right in the {{site.data.keyword.cloud_notm}} Service Portal. Click and open a case to check its status or provide additional information.