IBM Enterprise Support and Preferred Care options for System Storage and Power Systems
IBM System Storage and 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.
Enterprise Support for our System Storage and Power Systems products includes:
- IBM Expert Care - integrates and prepackages hardware and software support services into a tiered support model, helping organizations to choose the right fit of services – including the number of years of support, response times from initial contact to fix and potential to include proactive care
- 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 – provide remote technical support for problem determination and problem source identification. Access to product fixes and updates. Onsite technical resources, if necessary, for hardware defect resolution and part replacement where applicable.
Our Preferred Care offering is accessible either through the IBM Expert Care Premium tier when available, or through Proactive Support offerings. It adds expedited critical support response time and an assigned remote technical account manager. Additional support services designed to help prevent outages are also available – including, microcode analysis, media retention, and code upgrades.
IBM Expert Care
IBM Power
IBM Power Expert Care |
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Machine maintenance deliverables for Expert Care defined in the SOW / Agreement: | ||
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Power Expert Care Applicable for all eligible Expert Care machines from family : P10 |
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Power Expert Care Basic |
Warranty Service Upgrade and/or Machine maintenance, 9x5 |
1. Initial contact target response time objective for all severity levels is 4 hours. |
Software maintenance (SWMA) |
As defined in Software Enterprise Support options section below. |
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Power Expert Care Advanced |
Warranty Service Upgrade and/or Machine maintenance, 24x7 |
1. Initial contact target response time objective: |
Software maintenance (SWMA) |
As defined in Software Enterprise Support options section below. |
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Power Expert Care Premium |
Warranty Service Upgrade and/or Machine maintenance, 24x7 |
1. Initial contact target response time objective: |
Software maintenance (SWMA), 24x7 |
Enhanced Software Maintenance (SWMA) response. Initial contact target response time objective: |
IBM Storage
Storage Expert Care |
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Machine maintenance deliverables for Expert Care defined in the SOW / Agreement: | ||
Storage Expert Care Applicable for all eligible Expert Care machines. See terms for Type-Models Exceptions below. |
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Storage Expert Care Basic |
Warranty Service Upgrade and/or Machine maintenance, 9x5 |
1. Initial contact target response time objective for all severity levels is 4 hours. |
Software maintenance (SWMA)/ Support Line |
As defined in Software Enterprise Support options section below. |
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Storage Expert Care Advanced |
Warranty Service Upgrade and/or Machine maintenance, 24x7 |
1. Initial contact target response time objective: |
Software maintenance (SWMA)/ Support Line |
As defined in Software Enterprise Support options section below. |
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Storage Expert Care Premium |
Warranty Service Upgrade and/or Machine maintenance, 24x7 |
1. Initial contact target response time objective: |
Software maintenance (SWMA)/ Support Line, 24x7 |
Enhanced Software Maintenance (SWMA) / Support Line response. Initial contact target response time objective: |
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TYPE MODEL EXCEPTIONS | ||
Storage Expert Care is applicable for the legacy type-models listed below:
*Contracts signed before the Effective date, will be subject to the Type-Model exceptions and the listed support conditions. Contracts signed after the Effective date, will use the above support conditions.
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Machine type | Model number | Effective date |
FS7300* | 4657-924, 12G, 24G, 92G, U7D | April 23, 2024 |
FS5200* | 4662-12G, 24G, 6H2, 92G, F12, F24, F92, UH6, Y12 | April 23, 2024 |
FS9500* | 4666-A9F, AFF, AH8, UH8 | April 23, 2024 |
DS8000* | 5341-993, 994, 996, 998, E96, 9031-FF8 | September 10, 2024 |
SAN24B-6* | 8969-F24 | September 10, 2024 |
SAN128B-7* | 8969-P96, R96 | September 10, 2024 |
Storage Fusion* | 9155-C00, C01, C04, C05, F01, G01, R42, S01, S02, TF5 | August 23, 2022 |
FS7200 | 4664-824, 12G, 24G, 92G, U7C | |
FS9200 | 4666-A9F, AFF, AG8, UG8 | |
SAN42B-R7 | 8969-R42 | |
Storage Expert Care Basic |
Warranty Service Upgrade and/or Machine maintenance, 5x9 |
5x9 onsite repair. NBD (Next Business Day) onsite response objective. |
Storage Expert Care Advanced |
Warranty Service Upgrade and/or Machines Maintenance, 7x24 |
7x24 onsite repair. SD (Same Day) onsite response objective. |
Storage Expert Care Premium |
Warranty Service Upgrade and/or Machines Maintenance, 7x24 |
Enhanced Response Time (Severity 1 and Severity 2) 30 Minutes |
Remote Support and Parts
Machine maintenance deliverables for Expert Care defined in the SOW |
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IBM Power and Storage Expert Care Remote Support and Parts
Applicable for all eligible Expert Care machines for the selected countries
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Expert Care Remote Support and Parts Basic | Remote Technical Support and Parts replacement, 9x5 | 1. Initial contact target response time objective for all severities is 4 hours. 2. Parts replacement to the authorized warranty service provider identified, with a five (5) business day parts arrival time to the port of entry |
Software maintenance (SWMA) / Support Line | As defined in Software Enterprise Support options section below. | |
Expert Care Remote Support and Parts Advanced | Remote Technical Support and Parts replacement, 24x7 | 1. Initial contact target response time objective: a) Sev 1 and 2 - 2 hours b) Sev 3 and 4 - 4 hours 2. Parts replacement to the authorized warranty service provider identified, with a five (5) business day parts arrival time to the port of entry |
Software maintenance (SWMA) / Support Line | As defined in Software Enterprise Support options section below. | |
Expert Care Remote Support and Parts Premium | Remote Technical Support and Parts replacement, 24x7 | 1. Initial contact target response time objective: a) Sev 1 and 2 - 30 min b) Sev 3 and 4 - 4 hours 2. Parts replacement to the authorized warranty service provider identified, with a five (5) business day parts arrival time to the port of entry |
Software maintenance (SWMA) / Support Line |
Enhanced Software Maintenance (SWMA) / Support Line response. Initial contact target response time objective:
a) Sev 1 and 2 - 30 min b) Sev 3 and 4 - 2 business hours |
Learn more about the support offerings provided by Technology Lifecycle Services. Contact your IBM Seller for pricing details.
Legacy Hardware
Enterprise Support
Enterprise Support options | Features | Hardware Support Goals |
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Product and service level dependent
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Contact your IBM seller for pricing details.
Software
Enterprise Support
Enterprise Support options | Features | Case Severity Response Goals † |
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Product issues and Q&A:
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Proactive Support Offerings
Proactive support options | Features | Case Severity Response Goals † |
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† 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. Contact your IBM seller for pricing details.
Hardware End-of-Support
Per IBM Product Lifecycle Management, Hardware products that have reached end-of-support are subject to the following response goals. To explore the availability and terms of Service Extensions, contact your IBM Seller.
System Type | Response Goals |
Power | All service and support are provided on a commercially reasonable effort for all systems that have announced end-of-support. |
Storage | All service and support are provided on a commercially reasonable effort for all systems that have announced end-of-support. |
Additional references:
- If you are a client in the United States looking for tighter security with your support interactions, review our Country based support page.
- If you require a support solution across multiple vendors, review our Multi-vendor Support page.
- If you are a developer looking for help with coding your applications, see IBM Support for Developers for available options.
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