IBM Enterprise Support and Preferred Care options for IBM Z
IBM Z Hardware and Software Support offers around-the-clock integrated hardware and software services backed by our global support infrastructure, product expertise, and proprietary analytics tools. Our flexible service options let you choose the right level of support for your IBM Z equipment to help prevent problems and resolve issues more quickly. The world's businesses run on IBM Z. Trust IBM to keep your business running. Learn more
Software
zIPLA Licensing - IBM Z software purchased via International Program License Agreements (IPLA) licensing includes an optional annual maintenance charge for Enterprise Support, called Subscription & Support. Subscription & Support provides you access to IBM technical support for product issues and enables you to obtain version upgrades at no charge. Problem source identification (beyond IBM defect), how-to and Q&A support is available separately.
MLC Licensing - IBM Z software licenses purchased via Monthly License Charge (MLC) licensing include preventive care from defect fixes, with the ability to log product issues. Problem source identification (beyond IBM defect), how-to and Q&A support is available separately. If you want to include the flexibility of multiple versions (including future upgrades) you may add Multi Version Management.
Our Preferred Care offerings for both zIPLA and MLC licensing introduce mission critical response times, and additional proactive assistance through assigned account advocates.
Here is a summary of the software support offerings for IBM Z
Enterprise Support
| Enterprise Support options | Client need | Features | Case Severity Response Goals † | Fee |
|---|---|---|---|---|
|
zIPLA Subscription and Support
|
Strong business protection, for production systems |
|
Product issues only:
|
Custom pricing |
| MLC Support | Strong business protection, for production systems |
|
Product issues only:
|
Included with MLC license |
| Softwarexcel Enterprise Edition
(Prime and Full versions)
|
Enhanced business protection, for sensitive production systems |
|
Product issues 1 business hour Premium Response
Q&A
Prime version: 2 business hours
Full version: 2 hours, 24x7
|
Custom pricing |
|
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 |
|---|---|---|---|---|
|
Proactive for Z
|
Ultimate proactive business protection, for mission critical systems |
|
Severity 1: 30 min (24x7) | Custom pricing |
|
Enhanced Technical Support
|
Ultimate proactive business protection, for mission critical systems |
|
Product issues and Q&A:
|
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 |
|---|---|---|---|---|
| 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 services 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