Welcome to IBM Advanced Support
IBM Advanced Support is a premier support solution that delivers high value and a more comprehensive support experience on top of an active subscription. It offers 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.
With a designated Advanced Support Focal, your organization gains a support expert who is fluent in your product and will help you lead, orchestrate, and drive your support cases to resolution efficiently and confidently. Straight to solution.
Discover how Advanced Support can accelerate resolution, reduce risk, and unlock more value from your IBM investment. Talk to your IBM representative today.
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:
- Elevated Service Experience. Advanced Support gives your organization a higher tier of service beyond the Base Support included in the Support & Subscription model. You gain faster pathways to resolution, increased visibility, and a more proactive support relationship.
- Priority Handling When It Matters Most. For clients who need urgent hight-touch support, Advanced Support provides prioritized case handling and enhanced service-level objectives. Critical issues are prioritized for faster response times, helping you minimize down time, reduce operational risk and maintain business continuity.
- Insight-Driven, Proactive Guidance. By analyzing case patterns and understanding your environments, Advanced Support enables IBM Experts to 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.
- Support Experience Tailored to Your Business. Every organization has unique needs. Advanced Support delivers a differentiated experience shaped around your priorities, your technology stack, and your workflows.
Key Highlights:
- Increased Responsiveness with an initial Response (24x7) in 30 minutes for Sev 1s.
- Higher Support Case Prioritization
- 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.
- Advanced Support Focal
- Support Case Lifecycle Management.- Monitoring, managing and assisting in critical Support cases including engaging and driving the appropriate escalation process.
Support Case reporting and trends, clarity of status of priority cases on mutually agreed basis to ensure proper case prioritization with business alignment.
Prerequisites:
Active IBM Subscription & Support (S&S)
SaaS Subscription
Sustained Support
Pricing & Ordering
For Advanced Support assistance, please contact your Subscription & Annuity Representative.
You can also use the email address provided below for assistance:
Resources:
- Passport Advantage
- IBM Product Support Lifecycle
- IBM offers expanded support options for select software programs - Announcement Letter
- IBM Software Subscription and Support
- Optional Support Offerings Terms
- IBM Software and Cloud Services: Tiered Support