IBM Storage Support - Response Times
IBM Storage 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.
Support for our IBM Storage products includes:
- 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, remote code load, and an assigned Technical Account Manager
- Software Maintenance – preventive care from product fixes, security patches,remote code load and updates; accelerated problem resolution via direct access to our deeply skilled, industry leading technical support professionals pulling in development if needed
- Support Line – configuration support and how to questions to augment Hardware Warranty and Maintenance
- 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.
Proactive and preventative support options are accessible either through the IBM Expert Care Premium tier when available, or through Proactive Support offerings. It adds predictive support for critical event prevention, expedited response time and an assigned remote technical account manager.
Find out more about IBM Expert Care tiers and the optional add-on offerings clients can choose from for IBM Storage.
IBM Expert Care
| IBM Storage Expert Care | ||
|---|---|---|
| Machine maintenance deliverables for Expert Care defined in the SOW / Agreement: | ||
| Applicable for all eligible Expert Care machines. See terms for Type-Models Exceptions 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 Support options section below. | |
Storage Expert Care Advanced
| Warranty Service Upgrade and/or Machine maintenance, 24x7 | 1. Initial contact target response time objective: 3. Clients in eligible locations may have the option to add committed service levels at an additional cost for Severity 1 and 2.* |
| 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: 3. Clients in eligible locations may have the option to add committed service levels at an additional cost for Severity 1 and 2.* |
| 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 | |
| TYPE MODEL EXCEPTIONS | ||
Storage Expert Care is applicable for the legacy type-models listed below: *Contracts signed before the Effective date, will be subject to the Type-Model exceptions and the listed support conditions. Contracts signed after the Effective date, will use the above support conditions. | ||
| Machine type | Model number | Effective date |
| FS7300* | 4657-924, 12G, 24G, 92G, U7D | April 23, 2024 |
| FS5200* | 4662-12G, 24G, 6H2, 92G, F12, F24, F92, UH6, Y12 | April 23, 2024 |
| FS9500* | 4666-A9F, AFF, AH8, UH8 | April 23, 2024 |
| DS8000* | 5341-993, 994, 996, 998, E96, 9031-FF8 | September 10, 2024 |
| SAN24B-6* | 8969-F24 | September 10, 2024 |
| SAN128B-7* | 8969-P96, R96 | September 10, 2024 |
| Storage Fusion* | 9155-C00, C01, C04, C05, F01, G01, R42, S01, S02, TF5 | August 23, 2022 |
| FS7200 | 4664-824, 12G, 24G, 92G, U7C | April 2, 2025 |
| FS9200 | 4666-A9F, AFF, AG8, UG8 | April 2, 2025 |
| SAN42B-R7 | 8969-R42 (No Expert Care Premium for SAN) | |
| Storage Expert Care Premium | Warranty Service Upgrade and/or Machines Maintenance, 24x7 | Enhanced Response Time (Severity 1 and Severity 2) 30 Minutes Clients in eligible locations may have the option to add Committed Fix times at an additional cost for Severity 1 and 2.* |
| Storage Expert Care Advanced | Warranty Service Upgrade and/or Machines Maintenance, 24x7 | 24x7 onsite repair. SD (Same Day) onsite response objective. Clients in eligible locations may have the option to add Committed Fix times at an additional cost for Severity 1 and 2.* |
| Storage Expert Care Basic | Warranty Service Upgrade and/or Machine maintenance, 9x5 | 9x5 onsite repair. NBD (Next Business Day) onsite response objective. |
Figure 1 *Committed Maintenance Service Levels for Severity 1 and 2 are available for eligible products and locations as follows:
Please contact your IBM representative for more information on your eligibility for CMSL. |
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, 9x5 | |
| Software maintenance (SWMA) / Support Line | As defined in Software Support opt
ions section below. | |
| Expert Care Remote Support and Parts Advanced | Remote Technical Support, 24x7 | Initial contact target response time objective: a) Sev 1 and 2 - 2 hours b) Sev 3 and 4 - 4 hours |
| Software maintenance (SWMA) / Support Line | As defined in Software Support options section below. | |
| Expert Care Remote Support and Parts Premium | Remote Technical Support, 24x7 | 1. Initial contact target response time objective: a) Sev 1 and 2 - 30 min b) Sev 3 and 4 - 4 hours |
| 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
| Support options | Hardware Support Goals |
|---|---|
| IBM Onsite Response objectives are product and service level dependent
OR
|
| Upgrades are available for
|
Upgrades are available for
|
*See Figure 1 above
Contact your IBM seller for pricing details.
Proactive Support Offerings
| Proactive support options | Features | Case Severity Response Goals † |
|---|---|---|
|
|
|
† 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.
*See Figure 1 above
Software Support
| Support options | Features | Case Severity Response Goals † |
|---|---|---|
|
|
|
|
| Product issues and Q&A:
|
Predictive Support for Expert Care - considerations
| Product family | Hardware/MAchine type - model | Notes |
|---|---|---|
| IBM Storage Area Networks(SAN) | 8635-F88, 8635-F84, 8634-F56 | Proactive support is offered Prerequisite: Client must have access to SANnav management tool that allows the Technical Account Managers (TAMs) to receive automated system alerts. |
| Product family | Hardware/MAchine type - model | Notes |
|---|---|---|
| IBM Storage Area Networks(SAN) | 8635-F88, 8635-F84, 8634-F56 | Remote Code Load is not available with IBM Storage Expert Care Premium for IBM SAN Networking products. |
Hardware and infrastructure software - transition to Extended Support
Clients can transition from standard support to extended support by requesting a Hardware or Software Service Extension. Hardware Service Extension provides skilled technicians to minimize business disruptions with covered repair parts and support for known hardware defects, freeing in-house IT staff to focus on business-critical activities. To explore the availability and terms of Service Extensions, contact your IBM Account Manager.
AI for Infrastructure Support Services with IBM Virtual Assistant
The IBM Support Virtual Assistant can speed up your IT support experience. IBM Technology Lifecycle Service customers often wonder how to get instant responses to technical questions. There is good news: the Virtual Assistant is available 24x7 to answer common technical support questions. It has been trained by support experts with IBM's vast product knowledge base and can deliver expert technical guidance when it's most needed.
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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 require additional services to augment your IT staff explore project based and premium services.
- If you are a developer looking for help with coding your applications, see IBM Support for Developers for available options.