IBM Storage Expert Care

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IBM® Storage Expert Care is designed to simplify and standardize the support approach on the IBM FlashSystem® portfolio. The simple service tiers and pricing facilitate straightforward support for Storage products.IBM FlashSystem 7300 systems, machine type 4657, offers IBM Storage Expert Care service and support options in combination with IBM Spectrum® Virtualize software, IBM FlashCore® Modules, IBM Storage Insights, and storage-class memory to deliver a Non-Volatile Memory Express® (NVMe) accelerated, hybrid cloud-enabled storage system.

IBM Spectrum Virtualize version 8.5 or later delivers support for IBM IBM FlashSystem 7300 system, machine type 4657 released alongside IBM Storage Expert Care Premium, Advanced, and Basic options.

Overview

IBM Storage Expert Care is a simplified method of selecting services and support for storage systems at the time of the system purchase. Storage Expert Care is designed to simplify and standardize the support approach for IBM IBM FlashSystem 7300 systems with simple straightforward pricing and selection of services.

On acquiring a IBM FlashSystem 7300 system, you are offered with the base warranty, which covers Parts Only, HW CRU (Onsite limited 9x5 Next Business Day), Remote Technical Support included with limited onsite support.

All IBM FlashSystem 7300 systems have premium tier, advanced tier and basic tier of IBM Storage Expert Care available to select. You can select one of the services or support tiers based on your needs and 1 - 5 years coverage choice during product sales and ordering process.
  • Storage Expert Care Premium
  • Storage Expert Care Advanced
  • Storage Expert Care Basic
IBM FlashSystem 7300 Machine Type (MT) 4657 offerings consist of two control enclosures and three expansion enclosure models.
  • IBM FlashSystem 7300 MT 4657control enclosure Model 924 and U7D
  • IBM FlashSystem 7300 MT 4657 expansion enclosure models 12G, 24G, and 92G

Key requirements

IBM FlashSystem 7300 systems, requires IBM Spectrum Virtualize licensed machine code level 8.5, or later, for operation. FlashSystem 7300 control enclosures support external storage virtualization. Use of the external virtualization capability is entitled through the acquisition of IBM Spectrum Virtualize Software for SAN Volume Controller (PID 5641-VC8 in AAS and PID 5725-M19 in Passport Advantage®).

A three-month registration for software maintenance (SWMA) for 5639-F7K or 5639-EC1 is required if IBM Storage Expert Care is not ordered with the system. For a comprehensive list of supported environments, devices, and configurations, go to the IBM System Storage® Interoperation Center (SSIC).

Warranty services

IBM provides repair or exchange services, which depends on the types of warranty service that is specified for the MTM. IBM attempts to resolve your problem over the telephone, or electronically through an IBM website. Certain MTM contains remote support capabilities for direct problem reporting, remote problem determination, and resolution with IBM. You must follow the problem determination and resolution procedures that IBM specifies. Following problem determination, if IBM determines that onsite service is required, scheduling of service depends upon the time of your call, technology and redundancy, and availability of parts. If applicable to your product, parts considered Client Replaceable Units (CRUs) to be provided as part of the unit's standard warranty service. Service levels are response-time objectives and are not promised. The specified level of warranty service cannot be available in all worldwide locations. Extra charges can apply outside IBM's normal service area. Contact your local IBM representative or your reseller for country-specific and location-specific information.