Product Technical Support

On December 5, 2011, IBM Unica Technical Support began to use IBM Technical Support tools. More information can be found on Customer Central at https://customers.unica.com/TechSupportTransition. A replay of the customer webinar is also located on Customer Central here.

In order to access Technical Support you will need your IBM Customer Number (ICN). For access to Software Downloads you will need your IBM Site ID. If you are unsure of this information. please use these channels to get more information:

• In the US, contact paonline@us.ibm.com
• In all other countries, refer to this site for the best contact method: https://www.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/ecare.html

Contact Technical Support

There are 3 ways to access IBM Unica Technical Support for all products except for IBM Unica Marketing Operations On Demand (MOOD), IBM Unica Search, IBM Unica Mailbox IQ (PV) and IBM Unica Email Optimization (PV).

Via the Web

• http://www.ibm.com/support/servicerequest
  Note that a confirmed IBM ID is required to access this site. Follow the instructions on the IBM Registration page to get started. You can then link your ICN to your account from the Service Request page.

Via email

• In the US, send a properly formatted email to sw_support@us.ibm.com
• In EMEA, send a properly formatted email to sw_support_emea@nl.ibm.com
• In Asia Pacific, send a properly formatted email to sw_support_ap@au1.ibm.com

Note that emails to IBM Unica Technical support must now contact the proper format. You will find more details on customers.unica.com/TechSupportTransition.

Via phone

• In the US, dial 1-800-IBM-SERV
• For all other regions, consult www.ibm.com/planetwide for the local number in your country.

Product Download Support

IBM Unica full software releases are available for download from the IBM DSW Online site. As noted above, you will need your IBM Site ID to access this site. Software patches are available on IBM Fix Central.

For products Marketing Operations On Demand (MOOD), Unica Search, IBM Unica Mailbox IQ (PV), and Unica Email Optimization (PV) use the following contact information:

• For IBM Unica Marketing Operations On Demand (MOOD), please call: 781-839-8263. Or email: mktgops@us.ibm.com
• For IBM Unica Search, please email: supusrch@uk.ibm.com
• For IBM Unica Mailbox IQ (PV) or IBM Unica Email Optimization (PV), please email: emailopt@us.ibm.com or call 602-971-0502