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Technical Support Services for Linux from IBM Robust Linux Support Solutions from an Industry Leader

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Technical Support Services for Linux from IBM Robust Linux Support Solutions from an Industry Leader IBM Technical Support Services Technical Support Services for Linux from IBM Robust Linux support solutions from an industry leader IBM Technical Support Services (TSS) — Highlights Linux Support Summary • IBM’s Operational Support Services — Support Line for Linux is IBM Technical Support Services offers comprehensive, flexible support for Linux a remotely delivered support service designed to answer how-to and environments across all IBM hardware diagnostic questions. Services include: platforms as well as OEM Intel. – Assistance for Linux installation, configuration, usage, Business Impact technical questions, and code-related defects • Helps maximize the return on your Linux – Standard problem determination/resolution investment through increased reliability – Defect support and change team for emergency fixes • Designed to increase IT staff productivity with installation, configuration and – Call-back response from technicians in specialist area within how-to support 2 hours prime shift and 4 hours off shift • Leverage IBM skills and infrastructure to help – Per environment support based on total server count lower your overall Linux operational costs – Support for all IBM hardware platforms and OEM Intel IBM Value – Red Hat or SUSE Linux, IBM Director, VMware and US • Unmatched breadth, depth, reach Citizens support available • Unparalleled speed to resolution – Linux subscription options available • Access to relevant OEM vendors and IBM Linux Technology Center • Enhanced Services (i.e. Account Advocate, Enhanced Technical Support, or Custom Technical Support) offer highly personal, relationship-based Linux environment management. Services include: – Direct access to assigned Linux specialist with enhanced response (30 minute response for Severity 1 with 24x7 coverage) and managed problem resolution – System-level problem determination – Seamless collaboration with IBM support teams and relevant vendors – Regular service activity reports and scheduled status calls – Customized technical support plans – Proactive and preventive support including hints, tips and recommended fixes/patches (ETS and CTS only) IBM Technical Support Services High quality, innovative Linux solutions IBM System x® IBM Linux Technology ® IBM Power Center and other open IBM System z ™ Systems source communities IBM System Storage® Systems Software IBM Linux WebSphere® Lotus® Technical Support Information Management Tivoli® Rational® Services Global Financing Linux is a registered trademark of Linus Torvalds Why IBM for Linux Support – Can engage over 7,000 skilled Linux consultants • IBM best-in-class support for Linux worldwide, when needed – Agnostic — skills for the major Linux distributions – 98% fix rate — only 2% referred to the Linux (i.e. Red Hat, SUSE) Distributors (always code defects) – System-level skills for multiple products (e.g. OS, HW, – Over 500 IBM software products enabled for Linux KVM, Xen, middleware software) • Unmatched skills on IBM System z, Power, System x and – Optional VMware and support by US citizens OEM Intel • Deep Linux (15+ years) and system skills • Seamless collaboration on multi-vendor products as your – Major contributor to Linux development community single source provider with 600 developers worldwide – Support for high performance clusters, high availability and virtualization – Implemented IBM’s Linux / Open Source Change team with ability to create emergency fixes 2 IBM Technical Support Services IBM Technical Support Services offer comprehensive, flexible support for Linux production environments across all IBM hardware platforms as well as OEM Intel. IBM value Business impact • Unmatched breadth, depth, reach • Maximize the return on your Linux • Unparalleled speed to resolution investment through increased reliability • Access to relevant OEM vendors and • Leverage IBM skills and infrastructure to IBM Linux Technology Center lower your overall Linux operational costs Trusted Experience the confidence of IBM on your team support advisor • Integrated infrastructure availability management • Single point of accountability • Adaptive service levels • Integrated hardware and • Multi-vendor support software support • Contract and inventory Client value Client • Proactive hardware and management software support • Customized support • Hardware support • System monitoring and • Software support automated services Managed support • Remote support • Web self-service Enhanced support Basic support Foundation Proactive Predictive / Preventive 3 For more information To learn more about this offering, contact your IBM sales representative or visit ibm.com/linux and ibm.com/services/techsupport. © Copyright IBM Corporation 2013 IBM Corporate Citizenship & Corporate Affairs New Orchard Road Armonk, NY 10504 U.S.A. Produced in the United States of America July 2013 All Rights Reserved IBM, the IBM logo, On Demand Community, Reading Companion, World Community Grid and ibm.com are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Other product and service names might be trademarks of IBM or other companies. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. Please Recycle MTD03085-USEN-00.
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