IBM Platinum Support Offering

Support Guide IBM Platinum Support

IBM Platinum Support

IBM Platinum Support is for Clients with eligible IBM Programs and IBM Cloud Services acquired under IBM Passport Advantage or IBM Cloud Service Agreement terms. For all IBM Programs and IBM Cloud Services supported by Platinum Support, Client must have and maintain active IBM Software Subscription and Support (S&S), S&S and Extended Support, or Cloud Service subscriptions.

IBM Platinum Support is offered to provide an enhanced experience with prioritized case handling and shorter response time objectives.

New to Platinum Support?

Platinum Support (01:54)

Unlock the full potential of your support experience with Platinum Support from IBM, a premium service that elevates your care beyond the standard Subscription and Support offerings.

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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
  • One Offering across all IBM Software Products*
  • Automation and AI Based Support
  • Proactive and Holistic Support
  • Accelerated Reactive Support
  • Personalized Concierge Support
 Key Highlights
  • Increased Responsiveness
  • Higher Support Case Prioritization
  • Utilize IBM Concert to Proactively address Security Vulnerabilities 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
  • Priority Access to Subject Matter Expert
  • Periodic Business Reviews
  • 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 SoftwareXcel
  • Active Proactive Support for Z

 Pricing & Ordering

For Platinum Support assistance, please contact your Subscription & Annuity Representative. You can also use the email addresses provided below for assistance:



  Resources Passport AdvantageIBM Platinum Support Announcement LetterIBM Software Subscription and SupportOptional Support Offerings Terms

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