IBM Enterprise Support and Preferred Care options for System Storage and Power Systems

IBM Enterprise Support and Preferred Care options for System Storage and Power Systems

IBM System Storage and Power Systems Hardware and Software Support Services provide around-the-clock integrated hardware and software services backed by our global support infrastructure, product expertise and proprietary analytics tools.

Enterprise Support for our System Storage and Power Systems products includes:

  1. IBM Expert Care - integrates and prepackages hardware and software support services into a tiered support model, helping organizations to choose the right fit of services – including the number of years of support, response times from initial contact to fix and potential to include proactive care
  2. Software Maintenance – preventive care from product fixes, security patches, and updates; aggressive problem resolution via direct access to our deeply skilled, industry leading technical support professionals
  3. Support Line – configuration support to augment Hardware Warranty and Maintenance, aggressive problem resolution via direct access to our deeply skilled, industry leading technical support professionals
  4. Hardware Warranty and Maintenance – provide remote technical support for problem determination and problem source identification. Access to product fixes and updates. Onsite technical resources, if necessary, for hardware defect resolution and part replacement where applicable.

Our Preferred Care offering is accessible either through the IBM Expert Care Premium tier when available, or through Proactive Support offerings. It adds expedited critical support response time and an assigned remote technical account manager. Additional support services designed to help prevent outages are also available – including, microcode analysis, media retention, and code upgrades.


IBM Expert Care

IBM Power

IBM Power Expert Care
Machine maintenance deliverables for Expert Care defined in the SOW / Agreement:

 

 

 
Power Expert Care

Applicable for all eligible Expert Care machines from family : P10

Power Expert Care Basic

Warranty Service Upgrade and/or Machine maintenance, 9x5

1. Initial contact target response time objective for all severity levels is 4 hours.
2. If onsite is still required after remote support, onsite target objective is:
    a) Severity 1 and 2 - Next Business Day
    b) Severity 3 and 4 - a scheduled call upon mutual agreement

Software maintenance (SWMA)

As defined in Software Enterprise Support options section below.

Power Expert Care Advanced

Warranty Service Upgrade and/or Machine maintenance, 24x7

1. Initial contact target response time objective:
    a) Severity 1 and 2 - 2 hours
    b) Severity 3 and 4 - 4 hours
2. If onsite is still required after remote support, onsite target objective is:
    a) Severity 1 - 4 hours
    b) Severity 2 - Next Day
    c) Severity 3 and 4 - a scheduled call upon mutual agreement

Software maintenance (SWMA)

As defined in Software Enterprise Support options section below.

Power Expert Care Premium

Warranty Service Upgrade and/or Machine maintenance, 24x7

1. Initial contact target response time objective:
    a) Severity 1 and 2 - 30 min
    b) Severity 3 and 4 - 4 hours
2. If onsite is still required after remote support, onsite target objective is:
    a) Severity 1 and 2 - 4 hours
    b) Severity 3 and 4 - a scheduled call upon mutual agreement

Software maintenance (SWMA), 24x7

Enhanced Software Maintenance (SWMA) response. Initial contact target response time objective:
    a) Severity 1 and 2 - 30 min
    b) Severity 3 and 4 - 2 business hours

IBM Storage

Storage Expert Care
Machine maintenance deliverables for Expert Care defined in the SOW / Agreement:
Storage Expert Care

Applicable for all eligible Expert Care machines.
See terms for legacy type-models below.

Storage Expert Care Basic

Warranty Service Upgrade and/or Machine maintenance, 9x5

1. Initial contact target response time objective for all severity levels is 4 hours.
2. If onsite is still required after remote support, onsite target objective is:
    a) Severity 1 and 2 - Next Business Day
    b) Severity 3 and 4 - a scheduled call upon mutual agreement

Software maintenance (SWMA)/ Support Line

As defined in Software Enterprise Support options section below.

Storage Expert Care Advanced

Warranty Service Upgrade and/or Machine maintenance, 24x7

1. Initial contact target response time objective:
    a) Severity 1 and 2 - 2 hours
    b) Severity 3 and 4 - 4 hours
2. If onsite is still required after remote support, onsite target objective is:
    a) Severity 1 - 4 hours
    b) Severity 2 - Next Day
    c) Severity 3 and 4 - a scheduled call upon mutual agreement

Software maintenance (SWMA)/ Support Line

As defined in Software Enterprise Support options section below.

Storage Expert Care Premium

Warranty Service Upgrade and/or Machine maintenance, 24x7

1. Initial contact target response time objective:
    a) Severity 1 and 2 - 30 min
    b) Severity 3 and 4 - 4 hours
2. If onsite is still required after remote support, onsite target objective is:
    a) Severity 1 and 2 - 4 hours
    b) Severity 3 and 4 - a scheduled call upon mutual agreement

Software maintenance (SWMA)/ Support Line, 24x7

Enhanced Software Maintenance (SWMA) / Support Line response. Initial contact target response time objective:
    a) Severity 1 and 2 - 30 min
    b) Severity 3 and 4 - 2 business hours
LEGACY MODEL SUPPORT
Storage Expert Care is applicable for the legacy type-models listed below:
          FS7300*           4657-924, 12G, 24G, 92G, U7D
          FS5200*           4662-12G, 24G, 6H2, 92G, F12, F24, F92, UH6, Y12

FS7200

4664-824, 12G, 24G, 92G, U7C

FS9200

4666-A9F, AFF, AG8, UG8

FS9500

4666-A9F, AFF, AH8, UH8

DS8000

5341-993, 994, 996, 998, E96

SAN24B-6

8969-F24

SAN128B-7

8969-P96, R96
           SAN42B-R7             8969-R42

DS8000

9031-FF8
Storage Fusion*           9155-C00, C01, C04, C05, F01, G01, R42, S01, S02, TF5

Storage Expert Care Basic

Warranty Service Upgrade and/or Machine maintenance, 5x9

5x9 onsite repair. NBD (Next Business Day) onsite response objective.

Storage Expert Care Advanced

Warranty Service Upgrade and/or Machines Maintenance, 7x24

7x24 onsite repair. SD (Same Day) onsite response objective.

Storage Expert Care Premium

Warranty Service Upgrade and/or Machines Maintenance, 7x24

Enhanced Response Time (Severity 1 and Severity 2) 30 Minutes
7x24 onsite repair. SD (Same Day) onsite response objective.

*The legacy support model for FS5200, FS7300 and Storage Fusion is applicable for all contracts signed prior to 16th of May 2024. The New Support Model for those machine type models applies for contracts signed from 17th of May 2024 onwards.

Remote Support and Parts


IBM Power and Storage Expert Care Remote Support and Parts

Machine maintenance deliverables for Expert Care defined in the SOW
IBM Power and Storage Expert Care Remote Support and Parts
Applicable for all eligible Expert Care machines for the selected countries
Expert Care Remote Support and Parts Basic Remote Technical Support and Parts replacement, 9x5 1. Initial contact target response time objective for all severities is 4 hours.
2. Parts replacement to the authorized warranty service provider identified, with a five (5) business day parts arrival time to the port of entry
Software maintenance (SWMA) / Support Line As defined in Software Enterprise Support options section below.
Expert Care Remote Support and Parts Advanced Remote Technical Support and Parts replacement, 24x7 1. Initial contact target response time objective:
    a) Sev 1 and 2 - 2 hours
    b) Sev 3 and 4 - 4 hours
2. Parts replacement to the authorized warranty service provider identified, with a five (5) business day parts arrival time to the port of entry
Software maintenance (SWMA) / Support Line As defined in Software Enterprise Support options section below.
Expert Care Remote Support and Parts Premium Remote Technical Support and Parts replacement, 24x7 1. Initial contact target response time objective:
    a) Sev 1 and 2 - 30 min
    b) Sev 3 and 4 - 4 hours
2. Parts replacement to the authorized warranty service provider identified, with a five (5) business day parts arrival time to the port of entry
Software maintenance (SWMA) / Support Line
Enhanced Software Maintenance (SWMA) / Support Line response. Initial contact target response time objective:
    a)  Sev 1 and 2 - 30 min
    b)  Sev 3 and 4 - 2 business hours

Learn more about the support offerings provided by Technology Lifecycle Services. Contact your IBM Seller for pricing details.

Legacy Hardware

Enterprise Support

Enterprise Support options Features Hardware Support Goals
  • Onsite hardware repair or parts exchange
  • Cognitive issue resolution
  • Augmented reality fixes
Product and service level dependent
  • Same day, 24x7
  • Next business day, 9x5
  • Extends/replaces warranty
  • Same day response
  • 24x7 response
  • Repair: Same day onsite, 24x7
  • Parts Exchange: next business day, 9x5
  • Retain possession of replaced media components
  • Protect personal information
  • Improve regulatory compliance
  • N/A
  • Preventive microcode analysis and/or updates
  • Decrease hardware downtime
  • N/A

Contact your IBM seller for pricing details.


Software

Enterprise Support

Enterprise Support options Features Case Severity Response Goals †
  • Software Maintenance (SWMA)
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • Case severity assignment
  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
  • Support Line
    • Requires Hardware Warranty or Maintenance Support
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • Case severity assignment
  • Support access for Q&A
Product issues and Q&A:
  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours

Proactive Support Offerings

Proactive support options Features Case Severity Response Goals †
  • Proactive Support
  
  • Assigned technical account managers
  • Welcome call / Initial Review
  • Incident management and escalation
  • Monthly reports and quarterly touchpoints
  • Proactive warning for known issues
  • Proactive support services
  • Severity 1: 30 min (24x7)
  • Severity 2 / 4 / 4: 2 business hours
  • For regional response goals, consult SOW

† Review the Severity Descriptions guidelines for business impact associated to each severity level. Response Goals are intended to describe IBM's goals only and do not represent a guarantee of performance. Contact your IBM seller for pricing details.


Hardware End-of-Support

Per IBM Product Lifecycle Management, Hardware products that have reached end-of-support are subject to the following response goals. To explore the availability and terms of Service Extensions, contact your IBM Seller.

System Type Response Goals
Power All service and support are provided on a commercially reasonable effort for all systems that have announced end-of-support.
Storage All service and support are provided on a commercially reasonable effort for all systems that have announced end-of-support.

Additional references:

  • If you are a client in the United States looking for tighter security with your support interactions, review our Country based support page.
  • If you require a support solution across multiple vendors, review our Multi-vendor Support page.
  • If you are a developer looking for help with coding your applications, see IBM Support for Developers for available options.

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