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If you have questions about Jazz.net and the support available from the Jazz.net community and the Rational Support team, these FAQs provide answers to frequent questions from community members.

How is Jazz.net different from the RFE Community?

Jazz.net is the Jazz community site for the live development infrastructure for Jazz technology and new Jazz products. On Jazz.net, you can interact directly with the Jazz development teams and other community members, download product trials and betas, and track the progress of Jazz products. As described later in these FAQs, the Jazz.net community responds to submissions on a best-effort basis.

The RFE Community also provides customers with an opportunity to collaborate directly with IBM product development teams and other product users. The community addresses Jazz products, as well as a wide range of IBM products that are not developed openly, and has the specific purpose of accepting requests for enhancement (RFE). The RFE Community is the only way to formally submit an RFE. Unlike Jazz.net, where development teams respond to work items on a best-effort basis, the RFE Community strives to provide an initial response to an RFE within 30 days of submission and a more definitive response within 90 days. For more information about the RFE process at IBM, visit the IBM RFE Community on developerWorks.

When an RFE is opened in the RFE Community for a Jazz product, an RFE work item is created automatically on Jazz.net. Note that you cannot submit an RFE work item directly on Jazz.net; you must do so via the RFE Community. After the RFE is created, you can follow the RFE work item on Jazz.net or, if you prefer, you can monitor the request in the RFE Community: the RFE work items are synchronized with the original request on developerWorks. One benefit of monitoring the RFE on Jazz.net is that you can see internal comments, whereas only comments in the work item that are tagged to be published, such as requests for clarification or additional information and status updates, appear on developerWorks.

What is the difference between a PMR and a Jazz.net work item?

When you contact Rational Support for help with a problem, you often create a Service Request, which is also known as a Problem Management Report (PMR).

A work item is a way of recording and tracking tasks and issues in the Jazz.net community during the development cycle. You do not have to contact Rational Support to create a work item in Jazz.net.

What is Rational Technical Support?

  • Cross-platform software technical support, around the clock and around the world
  • Online technical support including enhanced self-help and search capabilities
  • Voice support for new deployments, migration, and code-related questions
  • Fast problem resolution by phone for all Severity 1 situations, 24 hours a day, seven days a week. You decide which issues are Severity 1.

Accessing IBM Support

For Technical Support, go to the IBM Support Portal, an integral part of the IBM Electronic Support portfolio, and select a product and a task. You can even create a Support profile to view and save your support options, tailored to your individual interests and needs.

Visit these links for important support information:

Rational Support links:

General information about paid support

An IBM Software Subscription provides these items:

  • Access to new releases and versions of your licensed IBM software, which helps reduce your software acquisition expenses
  • Optional e-notifications that alert you when new releases and versions and new technical support information is available for your licensed products. You choose when to upgrade and what technical support information interests you.

IBM Technical Support provides these items:

  • Responsive, cross-platform software technical support, around the clock and around the world
  • Online technical support, including enhanced navigation and search capabilities, 24 hours a day, seven days a week
  • Voice support for new deployments, migration, and code-related questions
  • Fast problem resolution by phone for all Severity " situations, 24 hours a day, seven days a week. You decide which issues are Severity 1.

To access IBM Support, navigate to IBM Service Request or contact IBM Support by using your country's local contact numbers. Have the following information ready before you work with IBM Support:

  • IBM Customer Number (ICN)
  • Product serial number or support access number, if available
  • Machine type/model/serial number (SW Maintenance)
  • Company name
  • Contact name
  • Preferred means of contact (voice or email)
  • Telephone number where you can be reached
  • Related product and version information
  • Related operating system and database information
  • Detailed description of the issue
  • Severity of the issue as it relates to the impact on your business

What is Jazz.net?

Jazz.net is the Jazz community site. It provides the live development infrastructure for Jazz technology and new Jazz products. You can interact directly with the Jazz development teams and other community members. Following agile practices, members can download early milestones, as well as betas, trials, and full releases of the software being developed. The forum provides a way to interact with the development teams, ask questions, or offer feedback. You can log defects, enhancements, or other work items directly against Jazz products, and track work items through email notifications. Jazz.net provides complete transparency into the development lifecycle, as well as shows you the products in action via self-hosting on the Jazz.net site.

If I open a Jazz.net work item, will developers respond to it?

The Jazz.net community provides an initial response to submissions on a best-effort basis. The work items are accessible to development personnel and other members of the Jazz.net community, and frequently receive comments from users. This community and process should not be confused with Rational Customer Support.

Electronic support

The following table contains some of the most useful electronic support locations available on Jazz.net and ibm.com.

Jazz.net resources

The Jazz.net site requires that you register for a user ID and password, separate from ibm.com.

Name
Description
Jazz.net Home page for the Jazz.net site.
Server tuning guide Rational Team Concert Server tuning guide.
Articles Articles to help you get started with Jazz.
User forums Questions and discussions about installing, configuring, and using the Jazz client and server and about extending Jazz with new capabilities or enabling existing tools with Jazz.
Team blog Jazz team blog.
Team wiki The Jazz team uses this wiki to share documents from the development team.
Project tracking Participate in the development project for Jazz products, including Rational Team Concert.
Rational Support eGuide All the support you need is just a click away.

Other ibm.com resources

Name
Description
IBM Education Assistant A collection of multimedia educational modules to help you better understand IBM software products.
CLM Information Center The official product documentation for Rational Team Concert, Rational Quality Manager, and Rational Requirements Composer.