IBM Support

IBM Enterprise Support and Preferred Care options for System Storage and Power Systems

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:

  1. 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
  2. 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
  3. 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
  • 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
1st year included with license
Support Line
  • USA only
  • Requires Hardware Warranty or Maintenance Support
Enhanced business protection, for sensitive production systems
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • Case severity assignment
  • Support access for Q&A
Product issues and Q&A:
  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
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
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 expedited access
  • Case severity assignment
  • Assigned account managers
  • Proactive support services
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
  • Onsite hardware repair or parts exchange
  • Cognitive issue resolution
  • Augmented reality fixes
Next business day, 9x5 Included with system
Warranty and Maintenance Service Upgrades (WSU/MSU) Strong business protection, for production systems
  • Extends/replaces warranty
  • Same day response
  • 24x7 response
  • Repair: Same day on-site, 24x7
  • Parts Exchange: next business day, 9x5
Custom pricing, 12 month minimum
Hard Drive Retention Additional business protection
  • Retain possession of replaced media components
  • Protect personal information
  • Improve regulatory compliance
N/A Custom pricing
Microcode Support Additional business protection
  • Preventive microcode analysis and proactive updates
  • Decrease hardware downtime
N/A Custom pricing

Learn more about the support offerings provided by Technology Support Services .


Additional references: