IBM Platinum Support
IBM Support Reimagined
Unlock the full potential of a true partnership between you and IBM Software.
Welcome to IBM Platinum Support
Unlock the full potential of your IBM Software experience with Platinum Support from IBM, a premium partnership that aligns IBM Software with your goals and requirements.
In today’s fast-paced digital world, every second counts. Your business depends on technology that performs to the highest standards - because downtime isn’t just inconvenient, it’s costly. That’s why IBM Platinum Support is more than a service; it’s a strategic advantage.
With Platinum Support, you gain priority access to IBM’s top-tier experts, accelerated response times, and proactive insights that help prevent issues before they impact your operations. Our dedicated team works alongside you to help ensure your systems remain optimized, secure, and ready to meet the demands of your business—24/7, 365 days a year.
Whether you’re looking to minimize risk, maximize uptime, or empower your IT team with world-class support, Platinum Support delivers the confidence and reliability your organization needs to thrive.
Invest in peace of mind. Invest in Platinum.
Overview:
- One Offering across all IBM Software Products*
- Take Support from reactive to proactive
- Leverage AI & Automation technologies to deliver the enhanced support experience
Value:
- Platinum Support Advocate - A single focal in IBM Software who facilitates direct relationships and access to subject matter experts across IBM Software Support and Engineering
- Proactive and Holistic Understanding - A complete end to end understanding of your usage of IBM Software, topology, critical applications, end points, and business milestones.
- Security and Resiliency Posture - Get unified vulnerability visibility via AI-Driven risk prioritization and actionable reports, enhancing system resiliency and security. Powered by IBM Concert.
- Real Time Incident Awareness - Leveraging IBM Instana to synthetically monitor critical end points, enabling quicker support response to potential incidents.
- Notifications - Via email or Slack powered by IBM On Call Manager (OCM) Incident alerting and management system.
- Offers IBM's Fastest response, highest prioritization - to align with your operational hours and needs.
- Rapid Tiger Team Deployment - for high impact incident live troubleshooting and expedited resolution of critical issues, reducing the risk and impact to your business.
Key Highlights:
- Increased Responsiveness with an initial response in 15 mins for Sev 1s !
- Utilize IBM Concert to Proactively address Security Vulnerability across your end-to-end applications
- Proactive Support Experience - Business Continuity Review and SaaS offering on-boarding
- Rapid Deployment of Tiger Team for High Impact Incidents
- Dedicated Slack Channel
- Platinum Focal and Designated Support Teams
- Priority Access to Subject Matter Experts
- Periodic Business Reviews and Event Readiness
- Proactive Support Experience powered by IBM Instana*
* Up to 5 critical application endpoints
Prerequisites:
For IBM Programs governed by Passport Advantage:
- Active IBM Subscription & Support (S&S)
- Active IBM Subscription & Support (S&S) and Extended Support
For IBM Cloud Services governed by Cloud Service Agreement:
- Cloud Service Subscription
For IBM program Components of IBM appliances governed by Passport Advantage
- Active IBM Subscription & Support (S&S)
For IBM programs that run on IBM zOS:
- Active Proactive Support for Z
Pricing & Ordering
For Platinum Support assistance, please contact your Subscription & Annuity Representative.
You can also use the email address provided below for assistance:
Resources:
- Passport Advantage
- IBM Platinum Support Announcement Letter
- IBM Software Subscription and Support
- Optional Support Offerings Terms
- IBM Software and Cloud Services: Tiered Support