Did you know that IBM has extended software support agreements? Depending on the product, IBM has a commitment with its customers to provide product and technical support on software products for a designated amount of time, after the product has reached end of support (EOS) also known as end of life.
Once a product reaches EOS, the support is no longer available for purchase or technical support without an extended support agreement. The lifecycle policy indicator determines how long IBM will continue to support the product once it has reached this date.
All products along with their policy type can be viewed on the Support Lifecycle page http://www.ibm.com/software/support/lifecycle/
Our Special Bids team coordinates and facilitates support agreements on behalf of Software Group (SWG) for products that have reached the EOS status. While the most common of the extended support agreements is a Support Extension (SE), the customer also has an option to purchase a Total Content Ownership agreement (TCO). Both of these agreements are for customers who require continued defect support for a specific version of a product that has reached its end of service (EOS) date.
Support Extension Overview
The Support Extension (SE) fee offering provides technical support on IBM products which have been withdrawn from support (or have reached the Program Services end date).
The Support Extension fee offering provides technical support (e.g. defect corrections, restrictions, and bypasses) for new problems discovered after a product has been withdrawn from support. Fixes are provided at the "then current" corrective service level (Fix Pack, PTF, CSD, etc.).
Total Content Ownership Overview
Some customers have a requirement to gain more control over the amount of change introduced to their system software environment than that offered by the standard fix strategy. The Total Content Ownership (TCO) fee offering provides selective defect support for specific products for individual customers based on a unique source line built at the customer's specified service level.
The TCO offering provides the customer complete and total control of their code base. They can select which fixes are to be applied and when. This minimizes the risk for code regression and can be extremely important for those customers planning a major application roll-out or who are in production with mission critical applications.
A private build line (the product code, corrective service and private fixes) is created for each customer based on their specified service level. The defect support process is initiated by the customer when a problem is reported to the local IBM Support Center. The IBM lab will prepare and deliver a TCO fix only upon customer request. Each requested fix is a separate deliverable. TCO fixes are tested against the private build line prepared and maintained for each customer.
Exception: Some IBM products may not adhere to the policies outlined above and will be flagged as Other ('O'). IBM Software that is sold "as is" and products acquired by IBM, including some appliances, may adhere to legacy lifecycle agreements, will be flagged accordingly.
For more information on extended support agreements, contact your local sales representative or send email TSMAIL@us.ibm.com for assistance.