IBM Canada
K-12 Education

When opening a case in IBM Support please follow these steps so your support case will be directed to the IBM Canada K-12 Education team.

1. If you have not registered for IBM Support click HERE.
2. Launch the IBM Support (https://www.ibm.com/mysupport) website.
3. Click on “Open a Case”.
4. Login with your IBM ID and Password.
5. Provide your consent and choose Yes or No on “Other products and services”. (May not appear on future.)
6. From the “Type of Support” drop-down list choose “Other contracted support services” and Click OK.
7. In “Case title” field provide a high-level description of the case. Example: “Staff Automation issue”
8. From the “Service” drop-down list choose “Deskside & End User Support as a Service”.
9. Click on "Add Address" if this is your first case. If not your last saved address will auto-populate when you submit the subsequent cases.
10. Enter your address and submit.
11. To verify your address select Yes.
12. Choose Yes for is this asset typically at this location.
13. Your name will auto-populate.
14. Choose severity level depending on the issue and impact.
15. From the “Technology Environment” drop-down list choose “Others Not Listed or Mixed Environment”.
16. Provide detailed description of the case in “Case description”.
17. In the language selection, choose English.
18. (Optional) Click Upload to attach file(s) or screenshot(s).
    • A new tab will open. Select files or drop files and click Upload.
19. (Optional) Enter “Client Reference Number”
20. Click “Submit case”

How To Register For IBM Support.
You must create IBM ID for yourself and all members of your team that will be requesting support from our IBM K-12 team.

1. Launch the IBM Support Registration (https://www.ibm.com/account/us-en/signup/register.html) website.
2. Fill in the form, verify your email and click "Submit".
3. Log in to IBM Support to confirm that your ID and password works.
4. Provide your IBM ID(s) to IBM (sumair.ghani@ibm.com) and/or your district Administrator.
   • The ID(s) need to be added to your support account within IBM Support.
5. Once IBM or your district administrator has added the ID(s) to their support account they may be used to open cases within IBM Support.