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IBM Enterprise Support and Preferred Care options for Appliances

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
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 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
Onsite response and parts delivery before 5pm next business day 1st year included with appliance license
Appliance Hardware Business Critical Business critical hardware support
  • 24x7 onsite support for hardware issues
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
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • Case severity assignment
  • Prioritized case handling
  • Assigned account managers
  • Assigned technical specialists
Prioritized
  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
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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