IBM Power Expert Care extends services and support options for additional IBM Power10 scale-out servers

IBM Latin America Services Announcement LS22-0005
July 12, 2022

Table of contents
OverviewOverviewPricesPrices
Planned availability datePlanned availability dateCountry availabilityCountry availability
DescriptionDescription


(Corrected on July 22, 2022)

Modification made to the Overview.



At a glance

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IBM® Power® Expert Care is a service approach that integrates and prepackages hardware and software support services into a tiered support model. It easily integrates into an organization's cloud and cognitive strategy and supports industry-leading price and performance for mission-critical workloads.

Now, IBM adds a three-year, four-year, and five-year option to acquire this simplified, standardized support for the IBM Power S1022 (9105-22A), IBM Power S1024 (9105-42A), IBM Power S1022s (9105-22B), IBM Power S1014 (9105-41B), IBM Power L1022 (9786-22H), and IBM Power L1024 (9786-42H) technology-based, scale-out servers.



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Overview

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When it comes to maintaining your systems and devices, you want to procure critical services as easily as possible. With the Power Expert Care service tiers, you have easy access to IT services that can help you avoid longer acquisition and contracting processes by enabling the procurement of your chosen tier during the product purchase transaction.

There are three tiers of Power Expert Care:

Power Expert Care Basic

  • IBM Software Maintenance coverage is a prerequisite and must be aligned with the same number of years selected for the Power Expert Care Basic tier.
  • Predictive support, using Call Home Connect Cloud, is also available for 9x5 coverage and response from remote technical support specialists. Predictive support features are built into the reliability, availability, and serviceability (RAS) package of an IBM Power10 server and provide service action recommendations when applicable. Additional predictive support capabilities are developed and improved constantly within IBM's support service strategy.

Power Expert Care Advanced

Hardware maintenance support is provided with 24x7 coverage, same-day onsite repair.

  • IBM Software Maintenance coverage is a prerequisite and must be aligned with the same number of years selected for the Power Expert Care Advanced tier.
  • Predictive support, using Call Home Connect Cloud, is available for 24x7 coverage and response from remote technical support specialists.

Power Expert Care Premium

Hardware maintenance support is provided with 24x7 coverage, same-day onsite repair.

  • IBM Software Maintenance services coverage is a prerequisite and must be aligned with the same number of years selected for the Power Expert Care Premium tier.
  • Predictive support, using Call Home Connect Cloud, is available for 24x7 coverage and response from remote technical support specialists.
  • Enhanced response time available:
    • Enhanced response time is the elapsed time between when IBM technical support receives your problem submission and IBM's acknowledgment of the submission. When you purchase Power Expert Care Premium, you are entitled to a 30-minute response time on severity one and severity two problems only.
  • Access to Technical Account Manager:
    • IBM provides a Technical Account Manager to serve as your key interface for in-scope hardware and software, delivering partnership and consultancy as well as direct engagement on high-priority support cases.
  • Code Load capability:
    • Code Load allows system firmware and Hardware Management Console (HMC) updates for your Power10 system.

Note: Committed maintenance can help reduce downtime by providing a committed time frame for call back, arrival onsite, and repair. Committed maintenance is recommended to be included in addition to the Power Expert Care Advanced or Premium for the Power S1022 (9105-22A), Power S1024 (9105-42A), Power S1022s (9105-22B), Power S1014 (9105-41B), Power L1022 (9786-22H), and Power L1024 (9786-42H) technology-based, scale-out servers.



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Statement of general direction

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IBM intends to provide Remote Code Load (RCL) capability in 4Q, 2022.

  • RCL will enable clients to remotely upgrade code on their entitled IBM Power products. Both efficient and secure, RCL will be the preferred code delivery method. Remote Code Load can only be performed on Hardware Management Console (HMC)-managed systems.
  • Experienced IBM technical staff will oversee the RCL process end-to-end, avoiding the need to plan and schedule a service support representative (SSR) to be available onsite.
  • RCL will be available to IBM Power Expert Care Premium clients.

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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Planned availability date

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  • July 22, 2022

Availability within a country is subject to local legal requirements.



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Description

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Power Expert Care is designed to simplify and standardize support for the Power S1022 (9105-22A), Power S1024 (9105-42A), Power S1022s (9105-22B), Power S1014 (9105-41B), Power L1022 (9786-22H), and Power L1024 (9786-42H) servers. The three service tiers of support---Basic, Advanced, and Premium---enable you to choose the group of selected hardware and software services that better fits your needs.

IBM Hardware Maintenance Services - committed maintenance offers a smarter way to manage the support requirements for your Power systems. When you need support above and beyond the Power Expert Care Advanced tier, committed maintenance provides increased hardware maintenance support options to meet individual client needs.

The various committed service options have been designed to give you greater flexibility to select either response or fix-based service levels according to the criticality of the system, reducing the potential downtime in the event of an incident.

The following tables include tier information.

Note: See configurator aid ECMPWR for approved IBM Hardware Maintenance Services - Committed Maintenance availability in the announced countries.

Note: 9618, 9619, 9620, 9669 type models are SAP HANA models.

Feature Machine Type/Model (MTM) Warranty ID Description
EXB3 9670-B03 WTYCB03 9105-22A 3 year, IBM Power Expert Care Basic
EXB4 9670-B04 WTYCB04 9105-22A 4 year, IBM Power Expert Care Basic
EXB5 9670-B05 WTYCB05 9105-22A 5 year, IBM Power Expert Care Basic
EXA3 9670-A03 WTYCA03 9105-22A 3 year, IBM Power Expert Care Advanced
EXA4 9670-A04 WTYCA04 9105-22A 4 year, IBM Power Expert Care Advanced
EXA5 9670-A05 WTYCA05 9105-22A 5 year, IBM Power Expert Care Advanced
EXP3 9670-P03 WTYCP03 9105-22A 3 year, IBM Power Expert Care Premium
EXP4 9670-P04 WTYCP04 9105-22A 4 year, IBM Power Expert Care Premium
EXP5 9670-P05 WTYCP05 9105-22A 5 year, IBM Power Expert Care Premium
EXB3 9675-B03 WTYCB03 9105-22B 3 year, IBM Power Expert Care Basic
EXB4 9675-B04 WTYCB04 9105-22B 4 year, IBM Power Expert Care Basic
EXB5 9675-B05 WTYCB05 9105-22B 5 year, IBM Power Expert Care Basic
EXA3 9675-A03 WTYCA03 9105-22B 3 year, IBM Power Expert Care Advanced
EXA4 9675-A04 WTYCA04 9105-22B 4 year, IBM Power Expert Care Advanced
EXA5 9675-A05 WTYCA05 9105-22B 5 year, IBM Power Expert Care Advanced
EXP3 9675-P03 WTYCP03 9105-22B 3 year, IBM Power Expert Care Premium
EXP4 9675-P04 WTYCP04 9105-22B 4 year, IBM Power Expert Care Premium
EXP5 9675-P05 WTYCP05 9105-22B 5 year, IBM Power Expert Care Premium
EXB3 9676-B03 WTYCB03 9105-42A 3 year, IBM Power Expert Care Basic
EXB4 9676-B04 WTYCB04 9105-42A 4 year, IBM Power Expert Care Basic
EXB5 9676-B05 WTYCB05 9105-42A 5 year, IBM Power Expert Care Basic
EXA3 9676-A03 WTYCA03 9105-42A 3 year, IBM Power Expert Care Advanced
EXA4 9676-A04 WTYCA04 9105-42A 4 year, IBM Power Expert Care Advanced
EXA5 9676-A05 WTYCA05 9105-42A 5 year, IBM Power Expert Care Advanced
EXP3 9676-P03 WTYCP03 9105-42A 3 year, IBM Power Expert Care Premium
EXP4 9676-P04 WTYCP04 9105-42A 4 year, IBM Power Expert Care Premium
EXP5 9676-P05 WTYCP05 9105-42A 5 year, IBM Power Expert Care Premium
EXB3 9677-B03 WTYCB03 9105-41B 3 year, IBM Power Expert Care Basic
EXB4 9677-B04 WTYCB04 9105-41B 4 year, IBM Power Expert Care Basic
EXB5 9677-B05 WTYCB05 9105-41B 5 year, IBM Power Expert Care Basic
EXA3 9677-A03 WTYCA03 9105-41B 3 year, IBM Power Expert Care Advanced
EXA4 9677-A04 WTYCA04 9105-41B 4 year, IBM Power Expert Care Advanced
EXA5 9677-A05 WTYCA05 9105-41B 5 year, IBM Power Expert Care Advanced
EXP3 9677-P03 WTYCP03 9105-41B 3 year, IBM Power Expert Care Premium
EXP4 9677-P04 WTYCP04 9105-41B 4 year, IBM Power Expert Care Premium
EXP5 9677-P05 WTYCP05 9105-41B 5 year, IBM Power Expert Care Premium
EXB3 9618-B03 WTYCB03 9786-22H 3 year, IBM Power Expert Care Basic
EXB4 9618-B04 WTYCB04 9786-22H 4 year, IBM Power Expert Care Basic
EXB5 9618-B05 WTYCB05 9786-22H 5 year, IBM Power Expert Care Basic
EXA3 9618-A03 WTYCA03 9786-22H 3 year, IBM Power Expert Care Advanced
EXA4 9618-A04 WTYCA04 9786-22H 4 year, IBM Power Expert Care Advanced
EXA5 9618-A05 WTYCA05 9786-22H 5 year, IBM Power Expert Care Advanced
EXP3 9618-P03 WTYCP03 9786-22H 3 year, IBM Power Expert Care Premium
EXP4 9618-P04 WTYCP04 9786-22H 4 year, IBM Power Expert Care Premium
EXP5 9618-P05 WTYCP05 9786-22H 5 year, IBM Power Expert Care Premium
EXB3 9669-B03 WTYCB03 9786-42H 3 year, IBM Power Expert Care Basic
EXB4 9669-B04 WTYCB04 9786-42H 4 year, IBM Power Expert Care Basic
EXB5 9669-B05 WTYCB05 9786-42H 5 year, IBM Power Expert Care Basic
EXA3 9669-A03 WTYCA03 9786-42H 3 year, IBM Power Expert Care Advanced
EXA4 9669-A04 WTYCA04 9786-42H 4 year, IBM Power Expert Care Advanced
EXA5 9669-A05 WTYCA05 9786-42H 5 year, IBM Power Expert Care Advanced
EXP3 9669-P03 WTYCP03 9786-42H 3 year, IBM Power Expert Care Premium
EXP4 9669-P04 WTYCP04 9786-42H 4 year, IBM Power Expert Care Premium
EXP5 9669-P05 WTYCP05 9786-42H 5 year, IBM Power Expert Care Premium
EXB3 9619-B03 WTYCB03 9105-22A 3 year, IBM Power Expert Care Basic
EXB4 9619-B04 WTYCB04 9105-22A 4 year, IBM Power Expert Care Basic
EXB5 9619-B05 WTYCB05 9105-22A 5 year, IBM Power Expert Care Basic
EXA3 9619-A03 WTYCA03 9105-22A 3 year, IBM Power Expert Care Advanced
EXA4 9619-A04 WTYCA04 9105-22A 4 year, IBM Power Expert Care Advanced
EXA5 9619-A05 WTYCA05 9105-22A 5 year, IBM Power Expert Care Advanced
EXP3 9619-P03 WTYCP03 9105-22A 3 year, IBM Power Expert Care Premium
EXP4 9619-P04 WTYCP04 9105-22A 4 year, IBM Power Expert Care Premium
EXP5 9619-P05 WTYCP05 9105-22A 5 year, IBM Power Expert Care Premium
EXB3 9620-B03 WTYCB03 9105-42A 3 year, IBM Power Expert Care Basic
EXB4 9620-B04 WTYCB04 9105-42A 4 year, IBM Power Expert Care Basic
EXB5 9620-B05 WTYCB05 9105-42A 5 year, IBM Power Expert Care Basic
EXA3 9620-A03 WTYCA03 9105-42A 3 year, IBM Power Expert Care Advanced
EXA4 9620-A04 WTYCA04 9105-42A 4 year, IBM Power Expert Care Advanced
EXA5 9620-A05 WTYCA05 9105-42A 5 year, IBM Power Expert Care Advanced
EXP3 9620-P03 WTYCP03 9105-42A 3 year, IBM Power Expert Care Premium
EXP4 9620-P04 WTYCP04 9105-42A 4 year, IBM Power Expert Care Premium
EXP5 9620-P05 WTYCP05 9105-42A 5 year, IBM Power Expert Care Premium

Accessibility by people with disabilities

Accessibility Compliance Reports (previously known as a VPAT) containing details on accessibility compliance to standards, including the Worldwide Consortium Web Content Accessibility Guidelines, European Standard EN 301 349, and US Section 508, can be found on the IBM Accessibility Conformance Reports website.



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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.

Benefits

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 knowledgebase. 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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Prices

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For pricing information, contact your IBM representative.



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Country availability

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Country Planned availability date
Argentina July 22, 2022
Brazil July 22, 2022
Chile July 22, 2022
Colombia July 22, 2022
Ecuador July 22, 2022
Mexico July 22, 2022
Peru July 22, 2022
Uruguay July 22, 2022
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