IBM Enterprise Support and Preferred Care options for Appliances
IBM Appliances provide a complete solution of integrated hardware and software. All IBM Appliances include the same Enterprise Support and Preferred Care options as outlined in the On-premises Software page; however, we have additional hardware upgrades available.
Here is a summary of our Appliance support offerings
Enterprise Support
Enterprise Support options | Client need | Features | Response Goals † | Hardware Support Goals | Fee |
---|---|---|---|---|---|
Subscription and Support | Strong business protection, for production workloads |
|
|
Onsite response and parts delivery before 5pm next business day | 1st year included with appliance license |
Appliance Hardware Business Critical | Business critical hardware support |
|
N/A | Onsite response and parts delivery within 4 hours of dispatch, 24x7 | Priced by appliance |
Appliance Hardware Media Retention | Media retention | You retain the replaced Hardware Security Module (HSM) hard disk drive (HDD), solid-state drive (SSD) or flash memory. | N/A | N/A | Priced by appliance |
Preferred Care
Preferred Care options | Client need | Features | Response Goals † | Hardware Support Goals | Fee |
---|---|---|---|---|---|
Expertise Connect
|
Ultimate proactive business protection, for mission critical workloads |
|
Prioritized
|
Onsite response and parts delivery before 5pm next business day | Priced by appliance |
† 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.
Renew your Appliance Subscription and Support with Passport Advantage Online .
For a complete overview of IBM Appliances, including migration, quickstart, health check, configuration and management services, review the Appliance Support Guide .
Additional references:
- If you are a client in the United States looking for tighter security with your support interactions, review our US Secure 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 IBM Support for Developers for available options.
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