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Technology Support Services from IBM® Can Help Keep Your Support Systems Operating at Services Peak Performance

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Single-source technology Technology support services from IBM® can help keep your Support systems operating at Services peak performance. Increase availability while simplifying IT support management for your IBM and multi-vendor hardware and software environment. IBM support comes with Technology Support Services Innovation roadmap TSS new and innovative capabilities that can help Innovative you make better decisions, Problem avoidance Predictive analytics improve performance, Capabilities and transform the customer experience. IBM Services platform with Watson Self serve Augumented reality Automated support Cognitive Watson Automation Increased efficiency Blockchain Clients insights Continuous improvement portal Discover more You can gain the right Warranty & Maintenance customers to procure Customer Asset Hardware support for the hardware Upgrade Options Services and Maintenance Support Services Enhance the level of support offered under under their IBM Customer Agreement. assets within your base maintenance and warranty with Support infrastructure and leverage extended coverage hours, on-site parts Customer Asset Services are designed replacement and higher level of target for performing simple hardware moves, single-call accountability response time. changes, installs, upgrades, cabling Services for both IBM and non-IBM installation/removal or restoration of Media Retention Option workstation software images following hardware support. This offering allows you to protect your a hardware repair. data by retaining failed flash memory,SSD or hard drives instead of re- turning them to Maintenance Support Services are Base Hardware Support IBM as used returnable parts or purchasing intended to assist your technical staff with IBM Technology Support Services provides them at retail prices. With media retention account and system management tasks or flexible and cost-efficient warranty, you ensure that you keep control of your perform tasks where you may not have the post-warranty maintenance and sensitive data and ensure that it skills or resources available to perform. support services that help keep your is protected. critical business systems running, with Hardware maintenance highly trained technical specialists, Media Destruction Services for non-IBM products proprietary Electronic Service Agent TM This solution allows you to protect your You can improve availability and and world-wide parts system. data by retaining failed flash memory and reduce costs through more efficient hard drives and then using a trusted and contract management. You benefit from Hardware Service Extension Offering secure process to destroy the devices. a variety of on-site maintenance options, There are many reasons why you might Media destruction offers you the security with service response objectives designed need to keep end of support machines of knowing any device that can contain to fit your business needs: 5x9, next busi- operating in your IT environment— sensitive data has been securely collected ness day or 24x7, four-hour or two-hour purchasing delays, development and test and destroyed. response–for the following products: SUN®, cycles, lagging migration projects. HP®, Dell®, Lenovo®, EMC®, Hitachi®, Cisco®, IBM Technology Support Sevices offers a Microcode Support Options Symbol®, Juniper®, Brocade®, Netapp®. continued service support extension Downtime due to microcode that is agreement so you can protect your current out-of-date or incompatible with other hardware investment while planning your devices and adapters can result in an budget more easily. extended unplanned outage. For more information, refer to pg 5, This offering provides preventive microcode Enhanced Software Support Options. maintenance, with a microcode update option available. Learn more about IBM Hardware Complementary Maintenance Learn more about Multi-Vendor IT Support Services Services (CMS) Support Services from IBM CMS enables maintenance and warranty Software Support Services Base Software Support Support Line for IBM System Storage, Software provides a wealth of You can get reactive support coverage Microsoft® Windows®, & VMWare®: when you report an issue. Support can remote technical software assistance for options, leading the industry include software (SW) defect resolution, basic defect, installation and usage for Support in Microsoft, Linux, and usage, installation, configuration, non-IBM operating systems, Microsoft compatibility and interoperability Applications and VMWare, and usage operating system support questions, database searches, program support on external Storage Systems Services for IBM Power SystemsTM, version and release updates. Enhanced/ with non-proprietary software. Proactive Support Options are System z®, x86 and IBM also available. System Storage®. Software Maintenance (SWMA) for Power Learn more about IBM Software Support Systems and IBM System Storage software products: remote technical support and subscription for current software versions and releases, including installation, usage and defect assistance. Support Line for Linux® and Support 9x5 with 24x7 for Severity 1; 24x7 uplift Line for Open Source Software: avail able for AIX and IBM i products. provides remote technical support for both commercially available Linux distributions Software Service Extensions: extended (Red Hat, SUSE, & Ubuntu) and the most support coverage for end-of-support widely utilized Community Open Source software versions, for up to two or three Support products. years, to allow time to plan upgrades or next steps. Learn more about IBM Open Source SoftwarExcel enterprise edition & Support Services managed SoftwarExcel enterprise edition for z Systems: voice and electronic access to usage questions, proactive problem prevention and management, rapid problem resolution, monthly reports and access to a robust integrated suite of tools. A technical account manager can be added to provide further support. All IBM products have Premier Care/Proactive Support Watch next video and find out more details about Premiere, Enhanced and Basic support. a Base level of service Proactive + Base Software & Enhanced Hardware Support available, offering problem Enhanced Care/Account Managed support resolution and, in some Advocate (AA) Software – pre-positioned & maintained AA + Base Software & knowledge/awareness of client cases, answers to product Hardware Support environment within IBM support; Support usage questions. – quarterly status calls; – ideal approach for explaining service – monthly service activity reports. options for products that have already been installed; Options Enhanced services are Proactive assistance with problem – a limited version of Enhanced designed to improve prevention Problem Resolution; – tailored expert advice on latest – focus on SW & HW problems reported product resiliency/reliability maintenance/usage; directly to the Account Advocate team and reduce the operational – emergency notification of critical using the assigned DAC; maintenance details access to the – a dedicated team of product support costs associated with proactive Analytical tool suite specialists located outside the US. managing and maintaining (TSA, ProWeb, SI). Problems that cannot be resolved directly by the AA team are routed to increasingly complex and Enhanced problem resolution hardware support for resolution. integrated IT environments. – single point of entry for all HW/SW The AA team will aid with coordination problem reporting; and management with Sev. 1 – direct access code (DAC) to a dedicated hardware only. technical team (primarily US based); – potential for live or less than 30-minute For more information on IBM Technology response, 24x7; Support Services, please contact your IBM – proactive team monitors HW problems Representative or click a button below: not reported to IBM using the DAC or routed to field SSRs for resolution and engages/escalates as needed. IBM System Storage Hardware and Customization Software Support Services Extensive range of defined options available. Examples include more frequent status calls/reports, onsite reviews, faster maximum prime shift response (15 min.), Support for IBM System i, p, x and US Citizen (AIX / IBM i and Storage only), Blade Technology and ESO / TA for Storage. © Copyright IBM Corporation 2019. IBM, the IBM 64023064USEN-00 logo, ibm.com, and Watson are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarksis available on the Web at “Copyright and trademark information” at www.ibm.com/ legal/copytrade.shtml. This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operatesIt is the user’s responsibility to evaluate and verify the operation of any other products or programs with IBM products and programs. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NONINFRINGEMENT.IBM products are warranted according to the terms and conditions of the agreements under which they are provided..
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