Enhanced ServiceSuite - Europe

Enhanced Service Suite (ESSU)

Enhanced ServiceSuite Highlights

Enhanced ServiceSuite is a single contract providing key services to meet the support needs of small and medium-sized enterprises and departments within larger organizations.

Enhanced ServiceSuite is enabled to be directly sold by IBM or via the IBM Business Partner channel.

Enhanced ServiceSuite delivers fundamental support of hardware and software, with the option to add “Selectable” annuity offerings to complement the base services, such as Enhanced Technical Support.

Enhanced ServiceSuite offers:

Enhanced ServiceSuite covers all major IBM platforms:

Enhanced ServiceSuite provides simplicity. It represents one contract, one signature and a consolidated invoice. ServiceSuite is easy to purchase, understand and maintain.

Enhanced ServiceSuite Benefits

A total maintenance solution with one simple contract, IBM Enhanced ServiceSuite:

Helps minimise system downtime and interruption to business processes

Enhanced ServiceSuite Base

This consists of IBM Maintenance Services for Hardware covering one or more of the System z, System p, System I, System x and BladeCenter platforms.

Components of IBM Maintenance Services for Hardware include:

Enhanced ServiceSuite Additional Options

Complementing the base offering, Enhanced ServiceSuite has available a portfolio of service options which can be selected to build a comprehensive support contract supporting the most complex of Customer requirements. Selected options can include SupportLine, Software Maintenance, Enhanced Technical Support and Enhanced Account Advocate

Software Support (SupportLine)

A single, integrated, remote software support solution, Support Line supports complex, distributed environments. Support Line provides remote assistance for product specific questions regarding product installation and operation.

For supported products, SupportLine provides you with access to one consistent source for all your remote software support needs, as well as prompt answers to operational problems.

SupportLine’s innovative architecture offers increased flexibility and precision when choosing the ‘support groups’ (selected operating systems, software and/or hardware products) for which coverage is required.

SupportLine covers IBM operating systems and selected IBM software applications, as well as most popular multi-vendor platforms, including Microsoft Windows**, VMware and Linux. Support for Storage Area Networks (SAN) and Network Attached Storage (NAS) is also available. Remote assistance is available via telephone access and electronic access (where possible).

Software Maintenance

Software Maintenance includes the software support and Subscription services for System i and System p. Our clients receive all the benefits of our Software Support service plus the provision of Program updates (including new versions and releases)

Enhanced Technical Support

ETS offers several new and enhanced remote software support capabilities on top of the standard annuity support offerings. These capabilities are designed to answer your increasing need for higher software availability, and cost-effective support. ETS delivers the following capabilities:

Enhanced Account Advocate

EAA is designed to complement the standard support offerings by providing named IBM personnel who will work with the client to understand the client environment. The named personnel will combine this understanding with their knowledge of IBM to provide assistance with client reported problems.

Performance Management Offerings

Performance Management (PM) for System i and System p.

For further information on ServiceSuite and specific Enhanced Servicesuite options please contact your local IBM Business Partner or IBM sales team.

Link to specific country Statements of Work