IBM Enterprise Support and Preferred Care options for IBM Z

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.

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
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • Case severity assignment
Product issues only:
  • Severity 1: 2 hours (24x7)
  • Severity 2: 4 business hours
  • Severity 3 and 4: next business day
 Custom pricing
MLC Support Strong business protection, for production systems
  • Fixes
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access for product issues
  • Case severity assignment
 Product issues only:
  • Severity 1: 2 hours (24x7)
  • Severity 2: 4 business hours
  • Severity 3 and 4: next business day
 Included with MLC license
Softwarexcel Enterprise Edition
(Prime and Full versions)
  • USA Only
  • Requires zIPLA Subscription and Support or MLC Support
 Enhanced business protection, for sensitive production systems
  • Fixes
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access for product issues
  • Case severity assignment
  • Premium response in prime shift for product issues
  • Support access for Q&A
  • Remote screen viewing

Product issues

1 business hour Premium Response

  • Severity 1: 2 hours (24x7)
  • Severity 2: 4 business hours
  • Severity 3 and 4: next business day
Q&A
Prime version: 2 business hours
Full version: 2 hours, 24x7
 Custom pricing
Support Line
  • Outside USA
  • Requires zIPLA Subscription and Support or MLC Support
 Enhanced business protection, for sensitive production systems
  • Fixes and upgrades
  • 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
Proactive for Z
  • Requires zIPLA Subscription and Support or MLC Support
 Ultimate proactive business protection, for mission critical systems
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 expedited access
  • Case severity assignment
  • Assigned account managers
  • Remote screen viewing
  • Support access for Q&A
 Severity 1: 30 min (24x7) Custom pricing
Enhanced Technical Support
  • Europe, Middle East, Africa Only
  • Requires zIPLA Subscription and Support or MLC Support
 Ultimate proactive business protection, for mission critical systems
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • Enhanced and committed response time for client-critical problems
  • Case severity assignment
  • Assigned Account Advocate
  • Proactive support services
  • Support access for Q&A
Product issues and Q&A:
  • Severity 1: 30 min (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours
 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
  • 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 services offerings provided by Technology Support Services .

Additional references:

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