IBM Extended Support Offering

Support Guide IBM Extended Support

IBM Extended Support

Add up to 4 additional years to your support coverage when your distributed software acquired through IBM Passport Advantage reaches completion of Base Support.

IBM Extended Support provides additional years of support once products have reached their completion of Base Support for a specific version or release.

Overview
  • Up to 4 years of support for specific product version or release that has reached its base support completion date
    • Year 1 of Extended Support (Initial Extended Support) includes: Support for usage, existing and new critical bug fixes unless stated otherwise in the Product Lifecycle for the Program or otherwise announced by IBM
    • Years 2-4 of Extended Support (On-Going Extended Support) includes: Support for usage and existing fixes only, no new security fixes
 Value
  • Allows additional time for a customer to migrate to a newer support version of the same product*
  • Standardize across IBM software product life cycle for a consistent experience
  • Enhance customer value by providing both existing and new fixes for mission critical workloads for the extended support period
 What's Provided
  • 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
  • Existing code patches and fixes
  • Critical defect fixes in the first year unless stated otherwise in the Product Lifecycle for the Program or otherwise announced by IBM
Prerequisites
  • Active IBM Subscription & Support (S&S)
  • Sustained Support
 Pricing & Ordering

For Extended and Sustained Support assistance, please contact your Subscription and Annuity Representative.  You can also use the email addresses provided below for assistance:

Resources IBM Software Support Lifecycle IBM offers expanded support options for select software programs - Announcement Letter Passport Advantage IBM Software Subscription and Support Optional Support Offerings Terms
Extended Support – Comparison with Base & Sustained Support
S&S Extended Sustained
Lifecycle Phase Base Support Transition Support for a Version/Release Completion of Base Support of Last Version. The product is no longer commercially available, and all versions are no longer supported under Base Support
Prerequisites Product License Active S&S or Sustained Support 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 Critical Defect Support 1st year only No
Usage & How to Support Yes Yes Yes
New Security Fixes Yes Includes Defect Support for First Year No
Access to Existing Fixes in FixCentral Yes Yes Yes
Self-Help and Product Documentation Yes Yes Yes

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