IBM Support

IBM Enterprise Support and Preferred Care options for Open Source Software

IBM Enterprise Support and Preferred Care options for Open Source Software

IBM provides comprehensive support options for open source software. In collaboration with Rogue Wave Software, we offer how-to, usage, configuration, installation, compatibility and troubleshooting support on approximately 100 open source software packages – running in the cloud or on IBM x86, IBM Power, IBM Z technology and other vendor equipment.

Enterprise Support

Open Source distribution Enterprise Support options Client need Features Case Severity Response Goal † Fee
Commercial open source (e.g. Red Hat, Docker)

Support Line
 Strong business protection, for production workloads
  • Fixes and updates
  • IBM Support Community
  • Embedded Watson features
  • 24x7 remote support access
  • Case severity assignment
  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
(custom Severity Response Goals are available)
 Custom pricing
Community open source Cloud Open Source Support Strong business protection, for production workloads
  • Workarounds
  • IBM Support Community
  • Embedded Watson features
  • 24x7 remote support access
  • Case severity assignment
  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
(custom Severity Response Goals are available)
 Custom pricing
Select no-charge / open IBM distributions Selected Support Basic to Strong business protection
  • Fixes and updates
  • IBM Support Community
  • Embedded Watson features
  • 24x7 remote support access
  • Case severity assignment
  • Developer incidents (optional)
 9x5 or 24x7 options Custom pricing

Preferred Care

Open Source distribution Preferred Care options Client need Features Case Severity Response Goal † Fee
Linux Premier Care Ultimate proactive business protection, for mission critical systems
  • Fixes and updates
  • IBM Support Community
  • Embedded Watson features
  • 24x7 remote mission-critical support access
  • Case severity assignment
  • Prioritized case handling
  • Assigned account managers
  • Assigned technical specialists
 Expedited response (varies) 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.

Some open source cloud services implementations may also introduce a Client Success Manager (CSM) to help you adopt, nurture, and grow your investment. They will work closely with your support professionals (and account managers with select Preferred Care offerings) to help clear hurdles for the success of your Cloud services.

Additional references:

  • If you are looking for support options for non-open source IBM Software, review our On-premise Software Support page.
  • If you require a support solution across multiple vendors, review our Multivendor Support page.
  • If you are a developer looking for help to code your applications, see expand the IBM Support for Developers section below for more details.

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