ServiceSuite.ServiceSuite is a single contracting vehicle for the selling of key services to meet the support needs of small and medium sized enterprises and departments within larger organizations. It provides a quick, convenient means for integrating service solutions. In addition to the key hardware and software support services, customers may choose to add other services from a selected list.
ServiceSuite requires the IBM Maintenance Service as a prerequisite. IBM maintenance and warranty upgrade services for hardware cover the following platforms: eServer iSeries, pSeries, zSeries, xSeries (S/390, AS /400, RS/6000, Intel) as well as the associated peripheral equipment.
IBM Maintenance Services for hardware provide a range of service components to quickly and efficiently meet your customers needs. These services provide access to a vast network of information, tools, parts and skilled services specialists who deliver fast, effective hardware service. IBM offers unparalleled hardware maintenance services for IBM and multi-vendor systems, all from a single vendor. This service provides the following benefits to help them keep their hardware systems up and running:
Proactive services that minimize disruption to your business
Fast, effective hardware service to minimize hardware downtime or performance issues
24-hour access to remote technical support resulting in convenience and time savings derived from a single point of contact for problem management and resolution
Fast, flexible hardware repair service level options with multi vendor options
ServiceSuite allows you to add other Operational Support Services to your contract, and in many cases receive an additional discount.
Operational Support Services. Operational Support Services represents all Remote Technical Support Services including Software Maintenance, designated Support Line offerings, Alert, Performance Management forAS/400e, eServer pSeries Performance Management, eServer zSeries Performance Management, IBM Electronic Services for AS/400, System Backup and Recovery for AIX, Resolve for zSeries and Software Xcel Basic and Enterprise Edition for zSeries.
Support Line. IBM's Support Line service offers remote technical assistance for short duration problem resolution and usage type questions. Support groups available in the Support Line offering include: Linux ,VMWare, Microsoft® Windows®, disk, tape, SAN and NAS Support. With this service, customers get telephone access and electronic access (where available) to IBM services specialists for help with:
Single system software support
Usage and installation questions
Product compatibility and inter-operability questions
Interpretation of product documentation
Diagnostic information review to help isolate the cause of a problem
Configuration samples
Assistance with problem source identification and problem resolution
Defect support
Support Line Coverage Options
| Options | Hours of Coverage | Response Time | Number of Contacts |
| Prime Shift | 8 am to 5 pm Customer time
zone (CTZ), M - F (excluding
national holidays). Service
outside the time zone will be
billed at an hourly rate, with
30-minute minimum. | Target: within 2 hours during
prime shift, 4 hours response
off hours | Any of the customer's
skilled IS technical support
can call for support |
| Full Shift | 24 hours/day, days/week | Prime shift, 2-hr response; Off
Shift, within 2-hrs response
for critical issues and 4-hrs
non-critical issues | Any of the customer's
skilled IS technical support
can call for support |
Alert. Alert is an economical method to ensure you have timely information to maintain your systems availability. This remote software support service provides automatic electronic notification of software problems, code fixes, and defective code fixes. IBM will provide weekly reports of all Program Temporary Fixes (PTFs) that could cause system problems, high impact and/or pervasive problems that could cause system disruptions (referred to as HI PER APARs) and cumulative (CUM) PTF information that may apply to your systems. Reports are tailored to your operating system version and release level and problem/PTF level. Reports for the AS/400 are available by fax, e-mail, and US mail. Alert for pSeries has been enhanced to deliver the reports via the web. Users require IBM Internet Registration ID to obtain these reports. S/390 Alert is available for OS/390, VM, and VSE systems and is accessed through IBM SERVICELink.
Performance Management forAS/400e (PM/400e).PM/400e is available for iSeries and OS/400 software release, and provides your customer with proactive information on performance and capacity bottlenecks. The system data is can be automatically collected 8 hours per day, 5 days per week and is automatically transmitted to IBM on a weekly basis. Data includes system information such as CPU, memory and disk utilization, response time, and hardware configuration information. This data, analyzed every month at the M/400e production facility, is reformatted into a user friendly set of graphs and reports. The customer can choose to receive the report on the Internet each month, or by mail either monthly or quarterly.
IBM Electronic Services for AS400.IBM Electronic Services is a non-chargeable enhancement to AS/400 customers who have any of the following service contracts: IBM Hardware Maintenance, IBM Operational Support Services forPM/400e or IBM Operational Support Services - Alert for iSeries. With this enhancement customers can use any PC connected to the Internet or receive 24 hour a day access to IBM technical support and enhanced problem resolution and problem prevention capabilities.
Account Advocate.Account Advocate is now offered as a standalone contract. IBM Software Maintenance is a prerequisite for the Account Advocate Service. This service provides a single support interface for remote support, which is often critical when dealing with a large installation. You are assigned your own Account Advocate who becomes thoroughly familiar with your business and systems environment. Your Advocate serves as the single interface for software support problems related to the products covered under your Software Maintenance agreement and also to coordinate the coverage of products covered under Passport Agreement.
eServer pSeries Performance Management.IBM Operational Support Services for IBM Server pSeries Performance Management is a web-based service that collects client system measurement performance data on a regularly scheduled basis and makes it available to the client via a graphical tool. This analysis tools lets the customer know how well their AIX systems are performing in various IT areas that are approaching maximum capacity will be identified.
Passport Advantage and Passport Advantage Express Licenses. Express is designed for single-site, medium business enterprises. This new offering combines the full Passport Advantage product list with the simplicity of a transaction-based acquisition license. Whether you acquire software through Passport Advantage or Passport Advantage Express, your organization gets a full 12 months of Software Maintenance, which includes both Product Upgrades and Technical Support.
Lowers your cost of acquiring new versions and releases
Provides access to the latest IBM software innovations
Provides complete upgrade and cross-platform migration coverage
Makes upgrading optional-never a requirement
Technical Support means you're always up and running, 24x7 access to a variety of IBM technical resources. You determine whether or not the problem is critical to your business.
No limit on the number of designated IT technical staff that can contact technical support for help.
Access to the IBM Software Support Web site self-help, navigation and advanced search capabilities for technical support (24x7). Worldwide electronic problem submission for IBM distributed software (Electronic Service Request (ESR tool).
IBM Software Support Guide, provides detailed information on all IBM software support including technical support processes and a worldwide list of support center phone numbers.
Account information, Software Maintenance renewals and instant access to software downloads at your fingertips -- as well as access to submit and track electronic incidents.
Access to your Customer Web site.
Software Download-download and install new releases or upgrades on products.
Software Maintenance Renewal coverage detail available through MAPSYS, Inc.
Popular Offerings Catalogs -- allow the purchase of topselling IBM software products in brand-specific catalogs or one generic catalog.
Emails sent by IBM to inform you that product upgrades are available for download from your Customer Web site. |