IBM Storage Expert Care Advanced
IBM® Storage Expert Care Advanced is a support offering through IBM Storage Expert Care.
You can select the tier and number of years (1 - 5 years) that better fits your needs.
- Hardware maintenance support with enhanced response time 24x7 same day onsite repair.
- Support Line services
- Support Line offers technical assistance to questions and answers for usage, installation, technical questions and to address product compatibility and interoperability concern.
- IBM Supports with Support Line open a hardware case with machine type 4657 or IBM FlashSystem 7300 system and type Q&A.
- Warranty service upgrade same business day 24x7 onsite repair during the specified warranty period
- Predictive Support
- Provides predictive alerts to clients that enable Call Home and Storage Insights services.
- IBM provides predictive alerts, for performance, space capacity, and other problems if the client enables Storage Insights. Predictive alerts are collected by IBM support representatives regularly. If an immediate action is necessary to avoid or prevent an incident, an action plan is discussed with the client.
- Optional Committed Maintenance Service Levels (CMSL)
Warranty coverage years, models, and tier feature code information for Expert Care Advanced for IBM FlashSystem 7300 systems.
| Years | Machine Types | Models | Feature Code |
|---|---|---|---|
| 1 | 4657 | 924, U7D, 12G, 24G, 92G | ALK1 |
| 2 | 4657 | 924, U7D, 12G, 24G, 92G | ALK2 |
| 3 | 4657 | 924, U7D, 12G, 24G, 92G | ALK3 |
| 4 | 4657 | 924, U7D, 12G, 24G, 92G | ALK4 |
| 5 | 4657 | 924, U7D, 12G, 24G, 92G | ALK5 |
| Machine Type and Model (MTM) | Tier ID | Description |
|---|---|---|
| 4658-A01 | WTY0A01 | 1-year Expert Care Advanced for IBM FlashSystem 7300 systems |
| 4658-A02 | WTY0A02 | 2-year Expert Care Advanced for IBM FlashSystem 7300 systems |
| 4658-A03 | WTY0A03 | 3-year Expert Care Advanced for IBM FlashSystem 7300 systems |
| 4658-A04 | WTY0A04 | 4-year Expert Care Advanced for IBM FlashSystem 7300 systems |
| 4658-A05 | WTY0A05 | 5-year Expert Care Advanced for IBM FlashSystem 7300 systems |
Committed Maintenance Service Levels (CMSL) – Optional with Storage Expert Care
Committed maintenance can help reduce downtime by providing a committed time frame for callback, arrival on site, and repair. Unless IBM specifies, the Committed Maintenance Service Levels services apply only in the country in which the services were purchased. The CMSL services are available only in selected countries.
Committed maintenance enables hardware maintenance services to be included in addition to Storage Expert Care Premium.
- Warranty Service Upgrade with CMSL (WSUC)
- Maintenance Service Upgrade with CMSL (MSUC)
Description of Committed Maintenance Service Levels
Available CMSL, measured within the contractually agreed coverage hours.
Fix Time: IBM commits to serve eligible services within the selected fix time.
Onsite Response Time: IBM commits to arrive at the location of the eligible machine within the preselected onsite Response time.
Contact Time: IBM commits to contact client for initial problem determination within the selected contact time.