IBM Z and LinuxONE Support - Response Times

IBM Z and LinuxONE Support - Response Times

IBM Z Hardware and Software Support offers around-the-clock integrated hardware and software services backed by our global support infrastructure, product expertise, and proprietary analytics tools. Our flexible service options let you choose the right level of support for your IBM Z equipment to help prevent problems and resolve issues more quickly. The world's businesses run on IBM Z. Trust IBM to keep your business running.

Software

zIPLA Licensing - IBM Z software purchased via International Program License Agreements (IPLA) licensing includes an optional annual maintenance charge for Enterprise Support, called Subscription & Support. Subscription & Support provides you access to IBM technical support for product issues and enables you to obtain version upgrades at no charge. Problem source identification (beyond IBM defect), how-to and Q&A support is available separately.
 
MLC Licensing - IBM Z software licenses purchased via Monthly License Charge (MLC) licensing include preventive care from defect fixes, with the ability to log product issues. Problem source identification (beyond IBM defect), how-to and Q&A support is available separately. If you want to include the flexibility of multiple versions (including future upgrades) you may add Multi Version Management.
 
Our Proactive Care offerings for both zIPLA and MLC licensing introduce mission critical response times, and additional proactive assistance through assigned account advocates.
 

Summary of software support offerings for IBM Z

 
 Support optionsClient needFeaturesCase Severity Response Goals †Fee
  • zIPLA Subscription and Support
  • Strong business protection, for production systems
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • Case severity assignment
Product issues only:
  • Severity 1: 2 hours (24x7)
  • Severity 2: 4 business hours
  • Severity 3 and 4: next business day
  • Custom pricing
  • MLC Support
  • Strong business protection, for production systems
  • Fixes
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access for product issues
  • Case severity assignment
Product issues only:
  • Severity 1: 2 hours (24x7)
  • Severity 2: 4 business hours
  • Severity 3 and 4: next business day
Included with MLC license
  • Softwarexcel Enterprise Edition (Prime and Full versions)
    • USA Only
    • Requires zIPLA Subscription and Support or MLC Support
  • Enhanced business protection, for sensitive production systems
  • Fixes
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access for product issues
  • Case severity assignment
  • Premium response in prime shift for code related product issues
  • Support access for Q&A

Product issues:

  • 1 business hour Premium Response
  • Severity 1: 2 hours (24x7)
  • Severity 2: 4 business hours
  • Severity 3 and 4: next business day
 
Q&A:
 
  • Prime version: 2 business hours

  • Full version: 

    Severity 1: 2 hours

    Severity 2-4: 2 hours during business hours, 4 hours if offshift

  • Custom pricing
  • Support Line
    • Outside USA
    • Requires zIPLA Subscription and Support or MLC Support
  • Enhanced business protection, for sensitive production systems
  • Fixes and upgrades
  • 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
  • Custom pricing

Proactive Support Offerings

 
Proactive Support optionsClient needFeaturesCase Severity Response Goals †Fee
  • Proactive for Z
    • Requires zIPLA Subscription and Support or MLC Support
  • Ultimate proactive business protection, for mission critical systems
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 expedited access
  • Case severity assignment
  • Assigned account managers
  • Support access for Q&A
  • Severity 1: 30 min (24x7)
  • Custom pricing
  • Enhanced Technical Support
    • Europe, Middle East, Africa Only
    • Requires zIPLA Subscription and Support or MLC Support
  • Ultimate proactive business protection, for mission critical systems
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • Enhanced and committed response time for client-critical problems
  • Case severity assignment
  • Assigned Account Advocate
  • Proactive support services
  • Support access for Q&A
Product issues and Q&A:
 
  • Severity 1: 30 min (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
  • Custom Pricing

† 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.

Summary of Hardware support offerings for IBM Z and LinuxONE

 
Support optionsClient needFeaturesHardware Support GoalsFee
  • Basic business protection, non-critical care
  • Onsite hardware repair or parts exchange
  • Cognitive issue resolution
  • Augmented reality fixes
  • Same Day, 24x7
  • Included with system for Warranty
  • Custom pricing for Maintenance
  • Strong business protection, for production systems
  • Extends/replaces warranty
  • Same day response
  • 24x7 response
  • Repair: Same day on-site, 24x7
  • Parts Exchange: next business day, 9x5
  • Custom pricing, 12 month minimum


IBM LinuxONE

Applicable to IBM LinuxONE Emperor 4 3931-LA1

LinuxONE Expert Care Advanced
  • Machine maintenance, 24x7
  • 7x24 onsite repair. Same Day onsite response objective.

 

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 defects, freeing in-house IT staff to focus on business-critical activities. To explore the availability and terms of Service Extensions, contact your IBM representative.

 

Learn more about the support services offerings provided by Technology Lifecycle Services .

Additional references:

  • If you are a client in the United States looking for tighter security with your support interactions, review our US Secure 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 to code your applications, see IBM Support for Developers for available options.

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