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IBM Advanced Support
IBM Support Reimagined — Redefining the Support Experience.
A premier support solution that delivers high value
IBM Advanced Support offers a more comprehensive support experience on top of an active subscription, with prioritized case handling, shorter response time objectives, and faster, more effective communication with IBM.
Beyond the traditional support experience, IBM Advanced Support connects you with IBM Support experts who understand your business and technology landscape. They help deliver meaningful solutions to your support needs and proactively guide you to avoid future incidents.
Discover how Advanced Support can accelerate resolution, reduce risk, and unlock more value from your IBM investment.
The Advanced Support difference
Peace of mind comes from predictability.
Holistic, pattern-based guidance
By analyzing case patterns and understanding your environment, IBM Advanced Support experts offer strategic advice — not just fixes. This holistic approach helps you address root causes, prevent repeat issues, and build a more resilient, predictable system landscape.
A named IBM expert in your corner
Your Advanced Support Focal is a designated IBM professional who gets to know your environment, your priorities, and your team — so when something critical happens, you're not starting from zero.
24×7 commitment for critical issues
Mutually agreed Critical Severity 2's will be worked 24x7 if Customer agrees to work 24x7 as well — backed by a single Software Support Executive Sponsor for Hyper-care situations.
Speed when it matters most
For clients who need urgent high-touch support, IBM Advanced Support provides prioritized case handling and enhanced service-level objectives — helping you minimize downtime and maintain business continuity when it matters most.
Support tailored to your business.
Every organization has unique needs. IBM Advanced Support delivers a differentiated experience shaped around your priorities, your technology stack, and your workflows — giving your organization the confidence and reliability it needs to thrive.
What Advanced Support offers
Responsiveness
Higher support case prioritization and direct access to Senior Technical Support Professionals — so the right expertise is engaged faster, every time.
Your Advanced Support Focal
A designated Focal monitors and manages critical support cases, orchestrates the right escalation path, and delivers regular case reporting and trend analysis — keeping your priorities front and center throughout.
Insight-Driven Guidance
Advanced Support enables IBM experts to go beyond resolving tickets — understanding your environment means IBM can proactively guide you to avoid future incidents and unlock more value from your IBM investment.
Prerequisites for IBM Advanced Support
IBM Advanced Support is available to clients with an active IBM support subscription. One or more of the following prerequisites must be met.
Active IBM Subscription & Support (S&S)
SaaS Subscription
Sustained Support
Start with IBM Advanced Support today
For Advanced Support assistance, please contact your Subscription & Annuity Representative. You can also use the email addresses below for assistance.
