IBM Sustained Support
IBM Sustained Support provides support for products that have been withdrawn from market and the last supported version or release has reached its completion of Base Support.
- Provides up to 5 years of support after completion of Base Support of final version.
- Support access for usage, and known defects, no new security patches. IBM strongly recommends that customer is on the latest version.
- Sustained Support applies only to version/release(s) of the Program that were under active support at the time of the Program is not longer available to order.
- Sustained Support entitlement may include Red Hat Extended Update Support (EUS) or Red Hat Extended Lifecycle Support (ELS) Term 1 for select Red Hat products. Contact your Subscription and Annuity Representative for eligibility.
- This is an IBM option for customers to be supported and migrate to an IBM platform instead of opting to either run unsupported state, seek out replacement software or use 3rd party software support vendors.
- Keeps customers for life as we deliver usage and known issues support using IBM Software products and assist in migrating to next generation technologies.
- Support for routine Usage and How-to questions.
- Basic Troubleshooting
- Access to documentation, technical notes and other online product material.
- Standard SLO’s apply (example 24x7 severity 1).
- Unlimited number of technical support incidents.
- IBM will also provide existing code patches and fixes.
Product License
For Extended and Sustained Support assistance, please contact your Subscription and Annuity Representative. You can also use the email addresses provided below for assistance:
- NA: NASS@us.ibm.com
- Europe: europess@us.ibm.com
- AP: apss@us.ibm.com
- Japan: Japanss@ibm.com
Sustained Support - Comparison with Base and Extended Support
| S&S | Extended | Sustained | |
|---|---|---|---|
| Lifecycle Phase | Base Support | Transition Support for a Version/Release | Completion of Base Support of final Version. The product is no longer commercially available, and all versions are no longer support under Base Support |
| Prerequisites | Product License | Active S&S or Sustained | Product License |
| Length of time | 2/3/5 years based on Lifecycle | 4 years | 5 years |
| User need | Provides Customer full support during the base support period | Provides Customer additional time to migrate to a newer version of same product | Provides clients an option for support instead of choosing to go unsupported and go to a competitor |
| Enhancements | Yes | No | No |
| Unlimited Technical Support Case Access | Yes | Yes | Yes |
| New Defect Support | Yes | Includes Critical Defect Support 1st year only. | No |
| Usage & How to Support | Yes | Yes | Yes |
| New Security Fixes | Yes | Includes Critical Defect Support 1st year only | No |
| Access to Existing Fixes in FixCentral | Yes | Yes | Yes |
| Self-Help and Product Documentation | Yes | Yes | Yes |