IBM - Software Support Handbook - Support terms

APAR Closing Codes and Acronyms

Terminology related to software support

The following terms and acronyms are used frequently in the course of solving customers' problems.

APAR Closing Codes :

CODE
MEANING
CAN
An APAR should never have been created or the customer has requested that the record be cancelled. An APAR can also be closed CAN when Development determines that the problem is not with their code.
DOC
The problem was caused by an error in the documentation.
DUx
The problem reported is a duplicate, already addressed by an existing APAR. Includes DUA, DUB, DUU
FIN
Fix If Next. The problem will be fixed in the next level, assuming there is a next release.
MCH
The problem was caused by a microcode or hardware failure.
PER
A programming error was found and will be corrected.
PRS
A programming error was found but will not be corrected. The error will be a permanent restriction in the product.
RET
The record was returned to the person who created the APAR because more information was needed.
SUG
The APAR does not describe a programming error but suggests a change to the code
UR1
Unable to Reproduce - The problem could not be reproduced on the next release to be available. The APAR was opened for a release which was supported at the time the problem was received.
UR2
Unable to Reproduce - The problem could not be reproduced on the next release to be available. The APAR was opened for a release which was NOT supported at the time the problem was received.
UR3
Unable to Reproduce - The problem could not be reproduced on a currently supported release. The APAR was opened for a release which was supported at the time the problem was received.
UR4
Unable to Reproduce - The problem could not be reproduced on a currently supported release. The APAR was opened for a release which was NOT supported at the time the problem was received.
UR5
Unable to Reproduce - The problem could not be reproduced on the release on which the problem was originally occurred.
USE
The problem was caused by a user error.

Support terms and definitions

  1. APAR

    Authorized Program Analysis Report. A formal report to IBM development, of a problem caused by a suspected defect in a current unaltered release of an IBM program. An APAR may also be used by development to document new function being delivered in the maintenance stream

  2. ALC

    Annual License Charge. A method of paying for some IBM software products, usually as a part of a PLC/ALC agreement.

  3. CALL

    A single telephone call from the Customer Designated Caller to the Support Center. An incident may involve one or many telephone calls

  4. CBPDO

    Custom Built Product Delivery Option. OS/390 deliverable which can include product and service, but is used by many Customers as a vehicle for preventive service

  5. CCC

    Call Center Coordinator. CCC is a term within Lotus for people who will dispatch or triage all customer incidents

  6. CONSOLE

    A Lotus Support function which routes phone messages, handles expired Support ID's and answers support entitlement questions

  7. CSD

    Corrective Service Delivery. Means by which some products deliver their service.

  8. EMEA

    IBM Geographic unit consisting of Europe, Middle East, and Africa

  9. EOS

    End of Service date. The date when IBM will no longer support, update, patch, or maintain a product.

  10. ESO

    Expanded Service Options. OS/390 service deliverable used by many Customers for preventive service

  11. ESP

    Early Support Program. A program where customers get a pre release level of a product in order to help IBM evaluate the fitness of the product and the readiness of IBM support

  12. FIN

    Fixed-If-Next. An APAR whose fix will be deferred until a future release of the product (by mutual agreement between the Customer and IBM)

  13. FIX PACK

    A cumulative collection of all fixes available to registered customers since the last release of the product. It can include fixes that have not been previously released and can span multiple products or components. A fix pack can be applied on top of any previously shipped maintenance to bring the system up to the current fix pack level.

  14. FSS

    Field Support Services provided by a Lotus Support Field representative who engages in short term technical projects for Customers

  15. FSU

    Fast Service Upgrade. A process for upgrading an installed VSE release level with a newer one.

  16. FTP

    File Transfer Protocol. Method for transferring files to or from IBM and Lotus and their web sites

  17. FULLSHIFT

    24 hours a day, seven days a week, including national holidays.

  18. GROUP

    A collection of recommended fixes that IBM recommends most customers install for a specified level of the product (that is, the release of the product on a specified operating system). This collection is a reference to these fixes, but not an actual repackaging of those fixes.

  19. HIPER

    Literally "High Impact Pervasive". An APAR that describes a serious problem and may be one that has a wide spread impact. These APARs should be reviewed and if applicable, the PTF should be installed as soon as possible.

  20. IBM

    International Business Machines. Undisputedly the largest software developer, anywhere in the world.

  21. Interim Fix

    A tested and verified fix available to registered customers. It can contain fixes for one or more product defects (APARs). The associated APARs are closed.

  22. ICA

    IBM Customer Agreement. An agreement under which IBM software products are licensed. The ICA is signed by the Customer and by IBM.

  23. IPLA

    International Program License Agreement. An agreement under which IBM software products are licensed. The IPLA is shipped with the product and does not require signatures.

  24. iSeries

    The Integrated Series from IBM, evolved from AS/400 and is now called System i

  25. Lotus Knowledge Base

    An interactive, web-based support tool allowing a Customer to search for specific support information.

  26. MLC

    Monthly License Charge. Pricing methodology for some software products, primarily mainframe, which uses monthly payments

  27. OS/390

    Mainframe server platform built on the MVS family of products

  28. OTC

    One Time Charge. Pricing methodology for most software products which are purchased by a single payment at the time the product is acquired.

  29. PD

    Problem Determination. The process of isolating the source of a suspected problem to hardware or software.

  30. Pervasive

    Designation of an APAR which has the potential to affect many Customers

  31. PLC

    Primary License Charge. A method of paying for some IBM software products, usually as a part of a PLC/ALC agreement.

  32. PMP

    Preventive Management Planning.

  33. PMR

    Problem Management Record. A record of the activities performed during the course of resolving a customer reported problem. Customers with access to IBMLink can view their PMRs.

  34. pSeries

    The Performance Series from IBM, evolved from RS/6000 and is now called System p

  35. PSI

    Problem Source Identification. The process of isolating the source of a suspected software problem to the failing software product or component.

  36. PSLC

    Parallel Sysplex License Charge. A special software pricing methodology for mainframe Customers receiving the benefits of the parallel Sysplex technology.

  37. PSP

    Preventive Service Planning. A facility that contains information concerning a product's installation or service. A PSP entry consists of upgrades and subsets.

  38. PTF

    Programming Temporary Fix. A fix to a reported defect that can consist of documentation and/or code. A PTF is temporary only in the sense that it disappears with the next release of the product, when the patch is integrated into the base product code

  39. Refresh Pack

    A cumulative collection of all of the function and fixes that are available to registered customers since the last release of the product. The function and fixes might not have been previously released, and they can span multiple products or components. A refresh pack can be applied on top of any previously-shipped maintenance to bring the system up to the current refresh pack level.

  40. Retain

    IBM's system for maintaining problem and APAR records

  41. RLC

    Recurring License Charge. A method of paying for some IBM software products.

  42. RMP

    Recommended Maintenance Package. Service deliverable for RS/6000 which allows the preventive installation of a set of IBM recommended fixes between maintenance levels

  43. RSU

    Recommended Service Upgrade. Service deliverable for OS/390 and VM which allows the preventive installation of a set of IBM recommended fixes

  44. SHIFT

    Standard IBM business hours in the local time zone where you receive the Service (for example 8 A.M. to 5 P.M. Monday through Friday), excluding national holidays

  45. sid

    Support ID. A unique number that identifies a Designated Caller or set of callers. This ID is used by the Lotus telephone system to automatically verify entitlement.

  46. SPECIAL ATTENTION

    Special Attention APARs, while not as critical as HIPER APARs, do require special Customer consideration as they can represent pervasive problems, cross-system (sysplex) problems, new function, installability or serviceability improvements, or other, key product specific considerations.

  47. SPOC

    Single Point of Contact

  48. SPR

    Software Problem Report. a record in the Lotus software problem reporting system that is used to track an identified software problem -- similar to IBM's APAR, however an SPR may also be used within the incident tracking database to classify an incident's status.

  49. SSA

    System Support Agreement. An expanded maintenance agreement which includes some level of enhanced software support services

  50. STATUS

    The most recent assessment of an incident's current place in the resolution process

  51. SUF

    Service Upgrade Facility. An OS/390, VM, and VSE tool announced in 1997 which uses the Internet to help automate preventive and corrective service application. It was replaced by SMP/E Internet Service Retrieval function in 2006.

  52. SVP

    Sales Volume Price. A letter between C and H which gives the Customer's relative level in the Passport Advantage program

  53. Test Fix

    A temporary or uncertified fix with limited IBM testing that is provided to one or more customers for testing purposes. It is not available to all registered customers. The associated APAR is not closed.

  54. UR1

    Unable to be reproduced on the next product release. Like "FIN", this APAR closing code is also used for an APAR whose fix will be deferred until a future release of the product (by mutual agreement between the Customer and IBM)

Additional terms

For a list that consolidates the terminology from many IBM products, see the online IBM Terminology database.


Additional references

Handbook in PDF format

The handbook is also available as a PDF-formatted document. The current version is dated August, 2014.

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