Software Support Handbook

All IBM customers are entitled to take advantage of the Electronic Support services available at http://www.ibm.com/support/entry/portal/. We offer a vast range of on-line service offerings designed to augment and enhance the value of your IT operation. With these resources and tools, our self-help software support Internet site will meet many of your support needs.

Self Help tools and resources are available to help you use IBM software products successfully. Some Self Help tools are offered as part of the software support contract.

General self-help capabilities include features like:

• Basic search capability for the following:
  • IBM software defects, that is, closed APARs (Authorized Program Analysis Report)
  • Software fixes
  • Technotes for resolved issues.
• Information on how to purchase software support
• Marketing Information, such as product overviews, newsletters, RedBooks, White Papers, and Announcement Letters
• Technical information, such as RedBooks and White Papers
• Links to education and training information
• Links to this Software Support Handbook

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Support Foundation offerings provide comprehensive, high quality remote technical support to your IT organization. Remote technical support allows you to obtain assistance from IBM for suspected defects and product-specific, task-oriented questions regarding the installation and operation of currently supported IBM software products. These offerings do not extend the announced end of service date (program services) and the remote technical support included in this offering will be provided until the end of service date for a product. Support Foundation offerings are not intended as end-user help desk support.

Support Foundation offerings supplement your support staff skills by providing telephone or electronic access to IBM's technical support knowledgebase(s) and technical product specialists.

Assistance provided by Support Foundation offerings

Support Foundation offerings provide:

• Remote problem analysis and assistance during normal country business hours in your time zone. For example, in North America, those hours would be Monday through Friday, 8:00A.M. to 5:00P.M., excluding national or statutory holidays.
  • Assistance with identifying the failing product/component.
    (Performed for products covered by a support contract.)
  • Assistance with remote problem determination and resolution.
  • Provided in local language for most major countries.
• Voice and electronic access support for code-related problems.
• Support for routine, short duration installation and usage questions
• 7 day, 24 hour support for mission critical emergencies (Severity 1)
  • Provided by voice in most countries.
  • Provided in English, with the local language accommodated when possible.
• Telephone (voice) or electronic access via the Web, in countries where it is available.
• Response time objective of two hours during prime shift for voice and electronic problem submissions. Response objective for critical/emergency problems during off-shift hours is two hours.
• Unlimited number of technical support incidents.

Support Foundation offerings

Offerings include:

• Subscription and Support acquired through Passport Advantage and Passport Advantage Express
• Software Maintenance for System p and System i software (SWMA)
• Support Line
• SoftwareXcel for U.S. System z customers
• Selected Support for designated no-charge IBM and non-IBM products

Maintenance acquired through Passport Advantage or Passport Advantage Express

Passport Advantage and Passport Advantage Express are comprehensive IBM offerings that cover software license acquisition, product upgrades and technical support under a single, common set of agreements, processes and tools. To ensure our customers always have access to the latest version of their software and to remote technical support, Subscription and Support is included in the license acquisition for all distributed software products and is renewable on an annual basis.

Technical support offers customers an integrated technical support solution for IBM distributed software. In addition to the Support Foundation features, the following are also included:

• Access to registered Web site for enhanced electronic support features (except the operating system software):
  • Download interim fixes and fix packs.
  • Search for technotes, authorized program analysis reports (APARs) and other product and technical information to help answer technical questions.
  • Receive weekly e-mail updates for flashes and fixes that can be enabled through the My Support function.
  • Submit and track Problem Management Records (PMRs) electronically by using the Electronic Service Request (ESR) tool.
• Ability to assign a Site Technical Contact (STC) who maintains the list of technical IS staff whom you authorize to submit/view problem records to IBM, for electronic access (except the operating system software).
• There is no limit to the number of technical IS staff who can be authorized to submit problems to the IBM Support specialists.

Appendix A includes more information about Passport Advantage and Passport Advantage Express.  Appendix B has instructions for Site Technical Contacts.

IBM's Software Maintenance for System i and System p software

IBM Software Maintenance offerings for System i and System p provide comprehensive coverage for software license acquisition, product upgrades and technical support under a single, common set of agreements, processes and tools. To ensure our customers always have access to the latest version of their software and to remote technical support, Software Maintenance is included in the license acquisition for all System i and System p operating systems and associated software products, and is renewable on an annual basis.

IBM Software Secure Support via U.S. Citizens

IBM Software Secure Support via U.S. Citizens complements the prerequisite IBM Software Maintenance for AIX, IBM Maintenance for LPPs and Support Line for Storage by providing standard IBM software support exclusively by U.S. citizens who are located in the United States. Data analysis and call data can be contained at your request in an isolated network within a facility that meets U.S. Government security specifications. In this offering:

• IBM provides U.S. Citizen support via telephone, only to your information systems (IS) technical support personnel during the hours of 8 AM Eastern to 8 PM Eastern, Monday through Friday, excluding national or statutory holidays.
• A Service Request will be created and placed in an incoming queue which is managed and handled by a U.S. citizen. IBM provides assistance for your 1) routine, short duration installation and usage (how-to) questions; and 2) code-related questions ("Support"). Information systems (IS) technical support personnel can open an unlimited number of technical support incidents.
• Response time objective of two hours during prime shift for voice problem submissions

There is a corresponding application and middleware offering described in Appendix A.

Program Services

Program Services is a support element of some IBM products that allows you to report suspected IBM defects to IBM. While Program Services is primarily the purview of zOS, some non-zOS and OS/390 products purchased before 2003 included some form of Program Services, such as the ability to report defects by fax or mail. Check your program license for details.  Program Services do not supply all the elements of Foundation Support, but services as the basis for the services that complete the package.

IBM System z (zOS) software

Program Services support for most Series z/OS products includes remote problem support for defects in IBM code and publications via telephone (voice), and electronic access. This support is available until such time as it is withdrawn with at least 6 months notice via an IBM announcement letter. IBM will provide prime shift, remote technical assistance for IBM defects at no additional cost to you. Support for critical IBM defect problems is available 24 hours a day, 7 days a week.

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IBM Subscription & Support offering for selected mainframe products (S&S)

Some System z products are only sold as one time charge, unlike the recurring charge products that predominate the platform. These products have a separate  subscription and support offering. If purchased, this offering provides for the same level of support as Program Services.  It also includes future releases and versions. Without the support and subscription offering, the only support available is self help from the Internet.

IBM offers Subscription and Support for one time charge mainframe products as a separately purchased offering. This offering:

• Includes and extends the support services provided in the base support to include remote defect support during normal business hours. Severity 1 support is provided 24/7.
• This support will be provided by voice or where available via electronic access (Please note that electronic access is restricted and will be dependent on country availability).
• Entitles customers to future releases at no additional charge.
  Note: customers are not entitled for new products with this offering.

A third type of product on the Series z platform is one that is intended to be installed and run on any platform. Such products carry the support characteristics of the distributed platforms (described below).

Distributed platform software products

(System p, System i, System x, Intel and non-IBM platforms)

Products for platforms other than System z do not include program services, but include some level of enhanced services for a period of time. The Support Foundation section outlines these enhanced services.

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IBM's Support Line (or equivalent services by country)

The Support Line offering provides support for those operating systems and associated products that are not available with the Passport Advantage Subscription and Support or Software Maintenance offerings. Having Subscription and Support, Software Maintenance and Support Line will ensure total support coverage for your enterprise needs, including IBM and selected non-IBM products.

Refer to the Supported Products List for the Support Groups and products supported in your geography, at http://www.ibm.com/services/sl/products. More information is available at http://www.ibm.com/services/us/index.wss/so/its/a1000030. Please check with your local country representative to make sure Support is announced in your country. Changes are made periodically to reflect new products added and products that are no longer supported.

IBM's SoftwareXcel for System z customers in the United States

SoftwareXcel (enterprise edition) provides:

• Resolve for System z, which is the ability to report problems and routine installation and "how to" questions electronically.
• Alert for System z, which is the ability to be notified of high impact fixes.
• Electronic access to Frequently Asked Questions
• Ability to electronically submit routine installation and "how to" questions and receive responses during prime shift
• voice and 24 x 7 options are available
• 24x7 fullshift voice uplift is required for an offshift response to "how to" questions
• Electronic download of fixes by linking to IBM's support database
• Premium response (usually less than 1 hour) during prime shift for suspected defect problems
• Remote Screen Viewing capability

Please refer to http://www.ibm.com/services/us/index.wss/so/its/a1000185 for more information.

IBM Canada Layers of Support

IBM Canada has created a table showing the types of support available in the different tiers of support.  This table will help understand what type of support you need to solve a particular type of problem.  See IBM Canada Services Layers.

IBM Selected Support Offering

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

The Selected Support offering is available for designated no-charge IBM and non-IBM products. Often support-only offerings are made available for products or offering code that is developed and delivered through the open source community. The open source business model is built on the concept of free and frictionless access to technology with optional paid support. In the open source business model, the product is available at no charge to download and use so customers can begin development, testing and deployment at no cost. The offering code could be available from an IBM website, or from the applicable third party provider.

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

Refer to Appendix A for more detailed offering information.

Designated Programs eligible for Selected Support are listed at: http://www.ibm.com/software/lotus/passportadvantage/paselectedsupportprograms.html.
These Programs currently include things such as:

• Apache Software Foundation [ASF] Geronimo open source application server software
• IBM WebSphere Application Server Community Edition
• Eclipse Foundation Eclipse open source development platform
• IBM Informix Innovator-C and Ultimate-C Editions

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Premium Support offerings are services that provide both additional and specialized support on Operating Systems, Applications or Middleware products. Premium Support offerings focus on the vertical depth of support, and feature a personalized relationship with our technical experts, on-site assistance and knowledge transfers as well as horizontal breadth for multi-product and multi-vendor IT environments to maximize IT infrastructure availability.

Premium Support provides:

• Proactive problem prevention and knowledge transfer
• Situation management and reporting
• Escalations
• Account management
• Assigned technical analyst
• Optional or planned on-site days
• Emergency on-site days
• Remote technical advice hours
• Event-specific after-hours support for all severities

Premium Support offerings include:

• IBM Account Advocate (for U.S. customers)
• IBM Enhanced Technical Support (for customers in the U.S., Canada and Europe)
• IBM Software Accelerated Value Program for application and middleware products
• IBM Advanced Support for System i and System p software (for customers in the U.S. and Europe)
• Further IBM Premium Support Services (for customers in Japan and the Asia Pacific region)

Refer to Appendix A for more information about the availability in your geography.

IBM Account Advocate, for U.S. customers

This optional fee feature provides you with remote telephone or electronic access to an account advocate team which will assist you with coordination and escalation of reported problems for products you have covered by Support Line. Account Advocate support extends to distributed middleware products supported on the operating systems covered by Account Advocate and covered by IBM Subscription and Support. This feature is available during prime shift only. Contact your IBM representative for additional information.

For more information on Account Advocate services and the products to which it applies, visit:
http://www.ibm.com/services/us/index.wss/offering/its/a1000147

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

Enhanced Technical Support (ETS) offers an integrated approach for proactive, coordinated support for multi-product and multi-vendor IT environments, including Hardware, Software, Application, Middleware, Server and Storage platforms, on top of standard annuity support offerings, to meet the increasing needs for higher IT infrastructure availability at an effective cost.

ETS provides proactive recommendations and guidance to pre-empt problems, and enhanced problem management to improve availability across the whole HW & SW IT infrastructure.

ETS services are built around three value propositions:

• Personalized enhanced support: An assigned priority support team, known as an "Account Advocate Team" in some areas, learns the key strengths and weaknesses of your IT infrastructure to help you to increase the up-time & productivity of your Business Solution.
• Proactive approach: Your priority support team provides guidance and advices to help pre-empt problems and assuring highest availability of your IT infrastructure.
• Integrated services: Reduces the complexities of multi-product and multi-vendor environment with a fast and direct access to the Global IBM knowledge pool.

ETS covers common IT infrastructure support, including IBM Server and Storage platforms, IBM Middleware and strategic OEM products, like Linux and Microsoft.

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.

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

IBM Software Accelerated Value Program

Previously known as IBM Software Premium Support, IBM Software Accelerated Value Program is a customized solution that helps you to efficiently accelerate from software purchase to software ROI. Accelerated Value complements Subscription and Support and provides value to you through proactive services, knowledge sharing, and problem management. This program has been designed with an approach to allow flexibility in the level of service needed to align with the Client's business goals.

Accelerated Value helps boost our clients' business success through every aspect of their IT life cycle infrastructure and assists in expediting their return on investment. Our clients see substantial value in a combination of the following proactive deliverables, previously available from the Premium Support program:

• Assistance from an Accelerated Value Leader. The AVL helps with situation management and reporting, strategic advice, planning, proactive support, and problem management.
• Assistance from an Accelerated Value Specialist. The AVS provides experienced and proven technical skills, along with risk mitigation planning, critical fix advice, and assistance with problem determination and diagnostic coaching
• On-site activities. These activities are customized to your specific needs, and might include best practices review for existing applications, performance improvements, deployment guidance, or software migration and upgrading mentoring.
• Emergency on-site assistance. In the event of a business critical (severity 1) situation, we're ready to help IBM makes every effort to dispatch an engineer to your site within an expedited time period.

To further evolve our proactive service, the Accelerated Value program may also include the following value-add deliverables:

• Certification Exam Vouchers: Each named caller can take one complimentary certification exam.
• Knowledge Sharing Calls: Exclusive presentations for our Accelerated Value Clients.
• Exclusive Technical Content: Access technical information before it is publically available.
• Delivery Plan: A shared document between the client and the Accelerated Value team that articulates the client’s priorities and needs for the coming year.
• Quarterly Report: A report, prepared by the AVL, that clearly articulates the value and benefits the client derived from Accelerated Value during the previous quarter.

Customers can purchase the IBM Software Accelerated Value Program for many IBM products. A list of the products covered can be found at: http://www.ibm.com/software/support/acceleratedvalue/productfamily.html

For more information on IBM Software Accelerated Value Program contact the Sales Specialist for your region.  or email: software_accelerated_value@us.ibm.com

Visit our Website.

IBM Custom Technical Support for System I and System p operating system software

Custom Technical 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 service:

• Creates a technical support profile
• Performs an initial on-site review of customer environment
• Provides an escalated level of response
• Assists with upgrade and migration planning

Refer to Appendix A for more information about the availability in your geography.

Further IBM Premium Support Services for customers in Japan and the Asia Pacific region

Further Premium Support Services are available in Asia Pacific and Japan at an additional fee. Most of these offerings provide you with an integrated problem management approach, on-site assistance, faster response times and/or extended preventive/proactive services.

For more information on availability and additional support services, contact the IBM representative for your region.

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Custom Requirements services are optional services that are available to you for an additional fee. They can be customized to fit your individual needs. Designed to provide additional value, these offerings are aimed at clients who run business critical systems, need high availability and need to minimize system downtime. The offerings are focused on the client's environment, are often proactive so as to focus on problem avoidance and are tailored to meet the needs of each client and their environment.

Complete information about IBM's Support Family of Services for most countries can be found on the Internet at:
http://www.ibm.com/services

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Electronic Support

The most basic form of support is to use IBM's Electronic Support provided via the Internet. We offer a vast range of on-line options and services designed to augment and enhance the value of your IT operation. With these resources and tools, our support sites are likely to meet most of your needs.

For Electronic Support on operating systems, middleware, programming languages, and most application software the IBM Software Support homepage is available at http://www.ibm.com/support/entry/portal/.

Product Warranty and Program Services Support

For most IBM Mainframe platform software products, you are entitled to report IBM defects during normal business hours (and offshift for critical problems) by voice or electronic and will receive assistance in identifying the source of the IBM defect, as long as the product release is current.   Should the problem turn out to be a defect in IBM code, we will issue defect correction information, a restriction, or a bypass per the IBM Customer Agreement (the document that covers mainframe software).  Beyond the self help provided via the Internet,  Installation support, problem source identification support (beyond IBM defect) and support for Q&As is delivered as part of fee services.  As long as the product is current, you are entitled to receive fixes for defects and release upgrades.

Most IBM Distributed (non-S/390) platform software is provided with the first year of Subscription and Support included, giving you the ability to report suspected defects by phone or electronically (where available), get installation and Q&A support, fixes for IBM defects, and product release and version upgrades.  If you elect to not renew the Subscription and Support when it expires, your support is limited to self help from the internet.

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