IBM - Software Support Handbook - Additional offerings

Software Support Handbook

Appendix A: Additional offerings

Passport Advantage and Passport Advantage Express

Software Subscription & Support Coverage

Please consider the following:

IBM Software Secure Support via U.S. Citizens

IBM Software Secure Support via U.S. Citizens complements the prerequisite IBM Passport Advantage Subscription and Support by providing standard IBM software support exclusively by U.S. citizens who are located in the United States. Data analysis and call data will be contained in an isolated network within a facility that meets U.S. Government security specifications. In this offering:

For more information contact the sales specialist for your region.  There is a corresponding offering for AIX and Storage described in the Support Foundation / Software Maintenance section of Support Portfolio.

IBM Selected Support offerings

(support-only offering for designated IBM no-charge and non-IBM products)

Remote Technical Support

IBM has implemented a tiered approach for the Selected Support offering. On a product by product basis, up to 3 tiers may be made available: IBM Entry Support, IBM Enhanced Support and IBM Elite Support. Support is delivered remotely via IBM's support teams, and includes:

For all tiers of support, there is no limit to the number of technical support incidents that can be reported through remote assistance.

Remote technical support problems are reported to IBM by phone (not available for IBM Entry Support) or by using the IBM Service Request (SR) tool, located at www.ibm.com/support Refer to the Contacting IBM section of this Handbook for more information.

The Selected Support offerings are purchased via an annual subscription and are available for purchase through Passport Advantage or Passport Advantage Express.

Developer Assistance

IBM Selected Support offerings may also include remote Developer Assistance Incidents. This assistance goes beyond the support provided through traditional remote technical support. Under this feature, developers may receive assistance with finding answers to specific programming questions, best practice usage of the product (i.e., the Application Programming Interface), etc. Developer Assistance Incidents are intended to cover specific and short duration questions. Professional services offerings should be used for questions that are best resolved with an extended program design review.

Developer Assistance Incident coverage includes:

Unlike traditional remote technical support where the number of requests is unlimited, the number of Developer Assistance incidents that can be reported to IBM is fixed, determined by the Selected Support offering purchased and varies by supported product. Developer Assistance Incidents are reported to IBM in the same way as general product usage questions or problems: by phone or using the IBM Service Request (SR) tool, located at http://www.ibm.com/software/support. Each time you use one of your Developer Assistance Incidents, your available incident count will be decremented.

To gain maximum benefit from your Developer Assistance Incidents:

Designated Programs eligible for Selected Support are listed at: http://www.ibm.com/software/lotus/passportadvantage/paselectedsupportprograms.html.

The following table describes the features of Selected Support in more detail.

Support-Only Offerings IBM Entry Support IBM Enhanced Support IBM Elite Support
Electronic Problem Submission Yes Yes Yes
Voice Problem Submission No access Yes Yes
Number of electronic and/or voice problems Unlimited Unlimited Unlimited
Support Hours ** 8am-5pm
Mon-Fri
8am-5pm
Mon-Fri
8am-5pm
Mon-Fri
(24x7x365 for sev1)
Response target *** 8 business hours 4 business hours 2 business hours
Technical Contacts **** 1 2 unlimited
Developer Assistance Incidents**** Not Available Variable Variable
Availability Worldwide Worldwide Worldwide

*Times listed are for the customer’s time zone. Support is not available on public holidays for IBM Entry Support and IBM Enhanced Support.   Severity 1 support is available on public holidays for Elite Support.

**Response target is IBM's objective to respond to your high severity support request. In some cases the initial response could result in a resolution of your request, or it will form the basis for determining what additional actions are required to achieve technical resolution of your request

***The Technical Contact is the individual designated by the client as the person to contact IBM for support. All communication with IBM related to the IBM Selected Support offering must be performed by the authorized Technical contact. The number of Technical contacts permitted depends on the specific Selected Support offering purchased.

**** The number of Developer Assistance Incidents will vary by supported product. Refer to the announcement letter for the number of Developer Assistant Incidents included. (on a product-by-product basis, IBM Enhanced Support will offer 0, 1, 2, 3 or 5 Developer Assistance Incidents and IBM Elite Support will offer 0, 1, 2, 3, 5 or 10 incidents)

Additional Information

In addition to traditional remote support and Developer assistance, the following online support may also be available.

IBM Selected Support Offering Terms

Consistent with the Selected Support tier purchased, IBM will provide support only for the copies of software covered under your agreement.

Independent Software Vendor (ISV), Systems Integrator (SI) or Solution Providers: consistent with the Selected Support tier purchased, IBM will provide support only for the copies of software covered under you agreement during the internal development and maintenance phases of your solutions. You are restricted from contacting IBM with support issues that may arise from your end customers' usage of the product unless you have an OEM contract with IBM.

IBM Enhanced Technical Support (ETS) for U.S., Canadian and European customers

ETS offers several enhanced priority support capabilities on top of the standard basic support offerings such as HW & SW Maintenance, Support Line, and Passport Advantage.

The following items may be optional or part of ETS, depending on your geography:

For more information on ETS and additional support services visit
EMEA http://www-5.ibm.com/services/europe/maintenance/tech_support.html
US & Canada: http://www-935.ibm.com/services/us/index.wss/offering/its/a1009019

IBM Software Maintenance for System I and System p software

Advanced Support for System i and System p software provides customers with an additional specialized proactive support, enhanced problem management and performance reports, and an assigned Technical Solutions Manager on AIX and i5/OS Operation Systems.

This offering is available in the U.S. and in Europe.

Support terms

Acronyms

Additional references

Handbook in PDF format

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

Other languages

The handbook has been translated into the following languages.

Translate this page