IBM Technology Services offers standard offerings with IBM Expert Assist

IBM United States Services Announcement 622-019
August 9, 2022

Table of contents
Key requirementsKey requirementsPricesPrices
Planned availability datePlanned availability dateCountry availabilityCountry availability

At a glance

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IBM® Technology Services offer additional machine-type models (MTMs) and features to indicate IBM Technology Services Expert Assist standard offerings are included in a configuration. Expert Assist standard offerings allow for simplified configuration inclusion, pricing, and contracting for these offerings from IBM Technology Services.

Expert Assist offerings from IBM Technology Services are standard services that can help with technical topics, including your most difficult technical challenges, and help you to implement emerging technologies to accelerate your return on investment and improve your satisfaction with your IBM systems and solutions.

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IBM Technology Services brings expertise and the latest technologies from the development community to your enterprise. With deep skills in IBM zSystems, IBM Power® Systems, and Storage solutions and technologies, IBM Technology Services can help with your most difficult technical challenges.

IBM Technology Services exists to help you successfully implement emerging technologies to accelerate your return on investment and improve your satisfaction with your IBM systems and solutions.

IBM Technology Services Expert Assist standard offerings can be selected to add to the configuration. Each offering is associated to an authorization agreement with a fixed description of services and standard local price (authorization agreement link provided in configuration tool) to order the service.

To see more information about other capabilities that IBM Technology Services offers, see the IBM Technology Services website.

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Key requirements

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As with all IBM Technology Services requests, a signed authorization agreement with the following information is required before services are performed:

  • Documentation of the scope of work, including statement of work, schedule, or the order document
  • IBM standard base agreement, such as the IBM Client Relationship Agreement or equivalent

When feature codes for Expert Assist offerings are selected, the IBM Business Partner, distributor, or seller can find the associated standard authorization agreements for the selected offering at This standard authorization agreement needs to be signed by the client before ordering the services. If the order does not have an associated signed authorization agreement when the feature code is included in the configuration file, the services order will not be completed.

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Planned availability date

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August 9, 2022.

Contact your IBM representative for availability in your country. Availability within a country is subject to local legal requirements.

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IBM Technology Services delivers additional service offerings and feature codes to indicate inclusion of IBM Technology Services Expert Assist standard offerings in configurations. Expert Assist offerings from IBM Technology Services are fixed-scope offerings that can help with a broad array of technical areas, including your most difficult technical challenges.

These service offerings align with each hardware brand from IBM to indicate that an IBM Technology Services standard offering for that brand is to be included in the configuration. Feature codes under each service MTM represent a particular standard offering that is available to be included for that IBM Technology Services brand MTM.

In order to add the Expert Assist standard offerings from IBM Technology Services to the configuration, go to eConfig tool and search for IBM Technology Services and choose Expert Assist Services. This will display the available standard offerings for ordering.

The standard offerings being released are:

  • IBM Technology Services: IBM Expert Assist - 1 On-site Project Unit (feature code: SVON)
  • IBM Technology Services: IBM Expert Assist - 1 Remote Project Unit (feature code: SVRM)

Note: IBM Expert Assist allows for specifying a quantity of IBM Technology Services project units to be added to the configuration, and enables the client to select from an array of standard offerings that equal the quantity selected. For more information about these available standard offerings, clients can go to IBM Business Partners, distributors, and sellers can find additional information at

Statement of direction

IBM Expert Assist offering selection for IBM zSystems is planned to be released early fourth quarter of 2022.

Statements by IBM regarding its plans, directions, and intent are subject to change or withdrawal without notice at the sole discretion of IBM. Information regarding potential future products is intended to outline general product direction and should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for IBM products remain at the sole discretion of IBM.

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Business Partner information

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If you are an IBM Business Partner acquiring IBM products or services directly from IBM, you may link directly to Business Partner information for this announcement.

BP Attachment for Announcement Letter 622-019

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IBM Electronic Services

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Electronic Service Agent and the IBM Electronic Support web portal are dedicated to providing fast, exceptional support to IBM Systems clients. The IBM Electronic Service Agent tool is a no-additional-charge tool that proactively monitors and reports hardware events, such as system errors, performance issues, and inventory. The Electronic Service Agent tool can help you stay focused on your company's strategic business initiatives, save time, and spend less effort managing day-to-day IT maintenance issues. Servers enabled with this tool can be monitored remotely around the clock by IBM Support, all at no additional cost to you.

Now integrated into the base operating system of AIX® V5.3, AIX V6.1, and AIX V7.1, Electronic Service Agent is designed to automatically and electronically report system failures and utilization issues to IBM, which can result in faster problem resolution and increased availability. System configuration and inventory information collected by the Electronic Service Agent tool also can be viewed on the secure Electronic Support web portal, and used to improve problem determination and resolution by you and the IBM support team. To access the tool main menu, simply type smitty esa_main, and select Configure Electronic Service Agent. In addition, ESA now includes a powerful web user interface, giving the administrator easy access to status, tool settings, problem information, and filters. For more information and documentation on how to configure and use Electronic Service Agent, go to the IBM Electronic Service Agent website.

The IBM Electronic Support portal is a single internet entry point that replaces the multiple entry points traditionally used to access IBM internet services and support. This portal enables you to gain easier access to IBM resources for assistance in resolving technical problems. The My Systems and Premium Search functions make it even easier for Electronic Service Agent tool-enabled clients to track system inventory and find pertinent fixes.


Increased uptime: The Electronic Service Agent tool is designed to enhance the Warranty or Maintenance Agreement by providing faster hardware error reporting and uploading system information to IBM Support. This can translate to less wasted time monitoring the symptoms, diagnosing the error, and manually calling IBM Support to open a problem record. Its 24x7 monitoring and reporting mean human intervention is not required to report errors.

Security: The Electronic Service Agent tool is designed to be secure in monitoring, reporting, and storing the data at IBM. The Electronic Service Agent tool is designed to securely transmit through either the internet (HTTPS or VPN) or modem to provide clients a single point of exit from their site. Communication is one way. Activating Electronic Service Agent does not enable IBM to call into a client's system.

For additional information, go to the IBM Electronic Service Agent website.

More accurate reporting: Because system information and error logs are automatically uploaded to the IBM Support Center in conjunction with the service request, you are not required to find and send system information, decreasing the risk of misreported or misdiagnosed errors. Once inside IBM, problem error data is run through a data knowledge management system and knowledge articles are appended to the problem record.

Customized support: Using the IBMid entered during activation, you can view system and support information in the My Systems and Premium Search sections of the IBM Electronic Support page.

My Systems provides valuable reports of installed hardware and software using information collected from the systems by Electronic Service Agent. Reports are available for any system associated with your IBMid. Premium Search combines the function of search and the value of Electronic Service Agent information, providing advanced search of the technical support knowledge base. Using Premium Search and the Electronic Service Agent information that has been collected from your system, you are able to see search results that apply specifically to your systems.

For more information on how to utilize the power of IBM Electronic Services, contact your IBM Systems Services Representative, go to the IBM Electronic Support website.

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

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Country availability

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Country Planned availability date
American Samoa August 9, 2022
Federated States of Micronesia August 9, 2022
Guam August 9, 2022
Marshall Islands August 9, 2022
Northern Mariana Islands August 9, 2022
Palau August 9, 2022
Puerto Rico August 9, 2022
US Virgin Islands August 9, 2022
United States August 9, 2022

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