IBM Enterprise Support and Preferred Care options for Open Source Software

IBM Enterprise Support and Preferred Care options for Open Source Software

IBM provides comprehensive support options for Red Hat, Fujitsu and SUSE.

Enterprise Support

Open Source distribution Enterprise Support options Client need Features Case Severity Response Goal Fee
  • Commercial open source (e.g. Red Hat, Linux,SUSE, and FUJITSU)
  • Support Line
  • Strong business protection, for production workloads
  • Fixes and updates
  • IBM Support Community
  • Embedded Watson features
  • 24x7 remote support access
  • Case severity assignment
  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
  • Custom Severity Response Goals are available
  • Custom pricing

Preferred Care

Open Source distribution Preferred Care options Client need Features Case Severity Response Goal Fee
  • Linux
  • Proactive Support
  • Ultimate proactive business protection, for mission critical systems
  • Fixes and updates
  • IBM Support Community
  • Embedded Watson features
  • 24x7 remote mission-critical support access
  • Case severity assignment
  • Prioritized case handling
  • Assigned account managers
  • Assigned technical specialists
  • Expedited response (varies)
  • Custom pricing

Review the Severity Descriptions guidelines for business impact associated to each severity level. Response Goals are intended to describe IBM's goals only, and do not represent a guarantee of performance.

Some open source cloud services implementations may also introduce a Client Success Manager (CSM) to help you adopt, nurture, and grow your investment. They will work closely with your support professionals (and account managers with select Preferred Care offerings) to help clear hurdles for the success of your Cloud services.


Additional references:

  • If you are a client in the United States looking for tighter security with your support interactions, review our Country based support page.
  • If you require a support solution across multiple vendors, review our Multi-vendor Support page.
  • If you are a developer looking for help to code your applications, see IBM Support for Developers for available options.

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