IBM Advanced Support Offering

Support Guide IBM Advanced Support

IBM Advanced Support

Provides a higher tier, priority care support beyond that provided with the standard Subscription and Support.

IBM Advanced Support is for clients with select IBM programs acquired through IBM Passport Advantage and active IBM Software Subscription and Support (S&S) and/or an active SaaS subscription and/or active Sustained Support.

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

Overview
  • Increased responsiveness and higher support case prioritization
  • Priority Access to Senior Technical Support Professionals
  • Holistic approach of advising clients based on case patterns
 Value
  • Provides a higher level of service above the base Support & Subscription model
  • Allows clients that require a higher priority level of support to receive special case handling and enhanced SLO’s
  • Provides a holistic approach of advising clients based on case patterns
  • Differentiated Support experience for customers based on their needs
  • Support Case Lifecycle management - Monitoring, managing and assisting in critical Support cases including engaging appropriate escalation processes
  • Support Case reporting and trends, clarity of status of priority cases on a mutually agreed basis to ensure proper case prioritization with business alignment
 What's Provided
  • Increased Responsiveness
  • Higher Support Case Prioritization
  • Priority Access to Senior Technical Support Professionals
  • Mutually agreed Critical Severity 2’s will be worked 24x7 if Customer agrees to work 24x7 as well
  • Single Software Support Executive Sponsor for Hyper-care situations
Prerequisites
  • Active IBM Subscription & Support (S&S)
  • SaaS Subscription
  • Sustained Support 
 Pricing & Ordering

For Advanced Support assistance, please contact your Subscription & Annuity Representative or HyperCare_Team-dg@ibm.com.

 Resources IBM Product Support Lifecycle IBM offers expanded support options for select software programs - Announcement Letter Passport Advantage IBM Software Subscription and Support Optional Support Offerings Terms
Advanced Support – Comparison with Base Support
Features Tier 1 Base Support Tier 2 Advanced Support
S&S Stands for:
Support: Problem resolution via access to deeply skilled, industry leading technical support professionals
Subscription: preventive care from product fixes, security patches, and updates
                         Yes                                  Yes
Access to 24x7 Sev 1 response
Digital Self Service Community, Chatbot, Cognitive search and chat, Expert community forums
Online documents & best practices
                         Yes                                  Yes
Response Time Goals Initial Ongoing Initial Ongoing
             Severity 1 2 hours (7*24) N/A 30 min (7*24) 1 hour or as agreed
             Severity 2 2 business hours N/A 1 business hour 8 business hours or as agreed
             Severity 3 2 business hours N/A 1 business hour 2 business days or as agreed
             Severity 4 2 business hours N/A 1 business hour 3 business days or as agreed
Higher Support Case Prioritization                          No                                    Yes
Mutually agreed Critical Support Sev 2 cases will be worked 24x7 if Customer agrees to work 24x7 as well                          No                                    Yes
Single Software Support Executive Sponsor for Hyper-care Support situations                          No                                    Yes
Priority access to Senior Technical Support Professionals                          No                                    Yes
Support Case Lifecycle management - Monitoring, managing and assisting in critical Support cases including engaging appropriate escalation processes                          No                                    Yes
Support Case reporting and trends, clarity of status of priority cases on a mutually agreed basis to ensure proper case prioritization with business alignment                          No                                    Yes
*New Feature* Proactive review of known issues                                   Yes
*New Feature* Walk thru of IBM Support processes.  Self help features and 'Best Practices' to get the most out of the IBM support experience.                                    Yes
*New Feature* New Mobile app for Advanced Support- To explore, visualize, create or escalate your support case on the go.                                    Yes

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