IBM Cloud and Cognitive Expert Labs offers IBM Cloud US Secure Support for technical support provided by US citizens

IBM United States Software Announcement 221-051
April 13, 2021

Table of contents
OverviewOverviewPublicationsPublications
Key requirementsKey requirementsTechnical informationTechnical information
Planned availability datePlanned availability dateOrdering informationOrdering information
DescriptionDescriptionTerms and conditionsTerms and conditions
Program numberProgram numberPricesPrices


Overview

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Many organizations have stringent data security and privacy policies that govern how their data must be handled. IBM Cloud® US Secure Support provides a solution to help secure the data and privacy of organizations that:

  • Do not permit unsecured external electronic connections
  • Require all support personnel working with client data be US citizens

US Secure Support is designed for clients who require additional resources handling their data. With US Secure Support, you will receive IBM® remote technical support that is delivered exclusively by US citizens located in the continental United States. Client data analysis and call data will be contained within a facility that meets US Government standards for data security.

This offering continues to provide access to all the features of IBM standard support with a focus on improving your system's overall availability and stability.

IBM offers:

  • A facility that is built to US Government standards in Raleigh, North Carolina
  • Support that is provided by US citizens
  • IBM support tools and processes
  • Client data tracking and destruction

US Secure Support complements your IBM Software Subscription and Support, Passport Advantage®, Passport Advantage Express, or other appropriate IBM agreement. Problem determination or problem-source identification for IBM software is provided using only US citizens who have access to the IBM support tools and processes.



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Key requirements

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Subscription and Support (S&S) is required for the program to be supported by US Secure Support.



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Planned availability date

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April 13, 2021



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Description

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US Secure Support includes the following support:

  • Problem determination or problem-source identification for IBM software performed only by US citizens.
  • IBM support processes including 24x7 coverage with the use of electronic ticketing for problem resolution.
  • Assistance for routine, short duration installation, and usage or how-to questions.
  • Assistance with code-related questions.

Limitations of this support include:

  • US Secure Support is limited to the current version and release for key IBM software products. See the IBM Software Support Lifecycle policy website for product currency.
  • Secure data transmission requires special connections to the IBM facility. Service requests that are submitted electronically through the open internet are not secure.
  • Support is provided for a particular version only until IBM withdraws support for that version or release.
  • When support is withdrawn, you must upgrade to a supported version or release of the program to continue to receive such support.

US Secure Support complements your IBM Software Subscription and Support, Passport Advantage, Passport Advantage Express, or other appropriate IBM agreement.



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Reference information

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To learn more about previously announced capabilities and ordering options for IBM Cloud and Cognitive Expert Labs, see:

  • Software Announcement 220-521, dated December 15, 2020
  • Software Announcement 220-458, dated December 15, 2020
  • Software Announcement 220-432, dated December 1, 2020
  • Software Announcement 220-269, dated May 26, 2020
  • Software Announcement 220-144, dated April 21, 2020
  • Software Announcement 220-078, dated February 25, 2020

To learn more about capabilities and ordering options for IBM Cloud and Cognitive Expertise Connect, see:

  • Software Announcement 220-272, dated July 14, 2020



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Program number

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Program number VRM Program name
5900-AFT Cloud service IBM Cloud US Secure Support


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Offering Information

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Product information is available on the IBM Offering Information website.

More information is also available on the Passport Advantage and Passport Advantage Express website.



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Publications

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None



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Technical information

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Specified operating environment

Software requirements
  • Internet connection
  • Supported browser
IBM Support

IBM Support is your gateway to technical support tools and resources that are designed to help you save time and simplify support. IBM Support can help you find answers to questions, download fixes, troubleshoot, submit and track problem cases, and build skills. To learn and stay informed about the transformation of IBM Support, including new tools, new processes, and new capabilities, see the IBM Support Insider.

Planning information

Packaging

This offering accessed through the internet. There is no physical media or electronic deliverable.



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Ordering information

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For ordering information, consult your IBM representative or go to the Passport Advantage website.

This program is only available through Passport Advantage.


Passport Advantage

IBM Cloud US Secure Support (5900-AFT)

Part description Part number
IBM Cloud US Secure Support Standard Engagement per Annum D04R5ZX
IBM Cloud US Secure Support Advanced Engagement per Annum D04R3ZX
IBM Cloud US Secure Support Enterprise Engagement per Annum D04R4ZX

Charge metric

The charge metrics for this cloud service can be found in the following Service Description document:

Program identifier Service Description document title Service Description document number
5900-AFT IBM Cloud US Secure Support 8998-01

Select your language and scroll to the Charge Metrics section. Follow-on releases, if any, may have updated terms. See the Cloud Services terms website and search using the four-digit base Service Description number.



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Terms and conditions

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The information provided in this announcement letter is for reference and convenience purposes only. The terms and conditions that govern any transaction for the acquisition of Cloud Services from IBM consist of either the IBM Cloud Services Agreement and the applicable offering Service Description or the IBM International Passport Advantage Agreement or the International Passport Advantage Express Agreement and the IBM Terms of Use - General Terms for Cloud Offerings and the applicable offering Service Description.

Technical support

Technical support is provided for Cloud Services and enabling software, as applicable, during the subscription period. Any enhancements, updates, and other materials provided by IBM as part of any such technical support are considered to be part of the Cloud Service, as applicable, and therefore governed by the applicable agreement as defined in Client's quote or transaction document. Technical support is included with the Cloud Service and is not available as a separate offering.

Additional technical support information for this Cloud Service offering may be found in the IBM Support Guide or in service-specific documentation.

Service Description

The following Service Description document applies to the offering in this announcement.

Program identifier Service Description document title Service Description document number
5900-AFT IBM Cloud US Secure Support 8998-01

Follow-on levels of this cloud service, if any, may have updated terms. See the Cloud Services terms website and search using the four-digit base Service Description number.

Limited warranty

See the warranty defined in the applicable agreement governing client's acquisition for this offering.

Money-back guarantee

No

Volume orders (IVO)

No

Passport Advantage applies

Yes, information is available on the Passport Advantage and Passport Advantage Express website.

Usage restrictions

Yes

For usage restrictions, see the Service Description document listed in this Terms and conditions section.

Other support

Passport Advantage

Educational allowance available

No.



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Statement of good security practices

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IT system security involves protecting systems and information through intrusion prevention, detection, and response to improper access from within and outside your enterprise. Improper access can result in information being altered, destroyed, or misappropriated or can result in misuse of your systems to attack others. Without a comprehensive approach to security, no IT system or product should be considered completely secure and no single product or security measure can be completely effective in preventing improper access. IBM systems and products are designed to be part of a regulatory compliant, comprehensive security approach, which will necessarily involve additional operational procedures, and may require other systems, products, or services to be most effective.

Important: IBM does not warrant that any systems, products, or services are immune from, or will make your enterprise immune from, the malicious or illegal conduct of any party.



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Prices

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For additional information and current prices, contact your local IBM representative.


Passport Advantage

For Passport Advantage information and charges, contact your IBM representative. Additional information is also available on the Passport Advantage and Passport Advantage Express website.

Trademarks

IBM Cloud, IBM and Passport Advantage are registered trademarks of IBM Corporation in the United States, other countries, or both.

Other company, product, and service names may be trademarks or service marks of others.

Terms of use

IBM products and services which are announced and available in your country can be ordered under the applicable standard agreements, terms, conditions, and prices in effect at the time. IBM reserves the right to modify or withdraw this announcement at any time without notice. This announcement is provided for your information only. Additional terms of use are located at

Terms of use

For the most current information regarding IBM products, consult your IBM representative or reseller, or go to the IBM worldwide contacts page

IBM United States