IBM Enterprise Support and Preferred Care options for System Storage and Power Systems
IBM System Storage or Power Systems Hardware and Software Support Services provide around-the-clock integrated hardware and software services backed by our global support infrastructure, product expertise and proprietary analytics tools. Learn more
Enterprise Support for our System Storage and Power Systems products include:
- Software Maintenance – preventive care from product fixes, security patches, and updates; aggressive problem resolution via direct access to our deeply skilled, industry leading technical support professionals
- Support Line - configuration support to augment Hardware Warranty and Maintenance, aggressive problem resolution via direct access to our deeply skilled, industry leading technical support professionals
- Hardware Warranty and Maintenance – onsite service to debug, repair or replace parts
Our Preferred Care offering called Premier Care adds expedited critical support response time and an assigned remote account manager. It also includes additional proactive support services designed to help prevent outages – including integrated hardware/software support, microcode analysis, media retention, and code upgrades.
Software
Enterprise Support
| Enterprise Support options | Client need | Features | Case Severity Response Goals † | Fee |
|---|---|---|---|---|
| Software Maintenance (SWMA) | Strong business protection, for production systems |
|
|
1st year included with license |
|
Support Line
|
Enhanced business protection, for sensitive production systems |
|
Product issues and Q&A:
|
Custom pricing |
Preferred Care
| Preferred Care options | Client need | Features | Case Severity Response Goals † | Fee |
|---|---|---|---|---|
| Premier Care | Ultimate proactive business protection, for mission critical workloads |
|
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.
Hardware
Enterprise Support
| Enterprise Support options | Client need | Features | Hardware Support Goals | Fee |
|---|---|---|---|---|
| Hardware Warranty and Maintenance (HWMA) | Basic business protection, non-critical care |
|
Next business day, 9x5 | Included with system |
| Warranty and Maintenance Service Upgrades (WSU/MSU) | Strong business protection, for production systems |
|
|
Custom pricing, 12 month minimum |
| Hard Drive Retention | Additional business protection |
|
N/A | Custom pricing |
| Microcode Support | Additional business protection |
|
N/A | Custom pricing |
Learn more about the support offerings provided by Technology Support Services .
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.
- Review the eBook Simplify IT Support Management with IBM Technology Support Services on all services available for your IT systems