Overview of Three Support Offerings

Support GuideIBM Software Support

IBM Software Support Advanced, Extended, Sustained

IBM Tiered Software Support and Services help protect your software investment throughout the entire product lifecycle.  See for yourself.

Review the IBM Product Lifecycle

IBM Tiered Software Support and Services: Product Lifecycle and Base, Extended, and Sustained Support
Explore Product Lifecycle Support Offerings.
SubscriptionandSupportOverviewIBM Software Subscription & Support (Base Support) Renewable S&S provides real-time access to new software versions, releases, and fixes plus 24x7x365 technical support to help maximize software performance. Learn more. IBM Extended Support IconExtended SupportIdeal when the software you are using has reached its end-of-support date – provides you more time to migrate to a newer version, release or modification (VRM) on your schedule. Learn moreIBM Sustained Support IconSustained SupportEssential when you are running the last supported version, release or modification (VRM) of software withdrawn from marketing – provides up to 5 additional years of IBM Support to plan for what's next. Learn more.
Looking for a higher level of support or personalized services?
White Glove Support and Services: On top Advanced Support and Expertise Connect Services
Explore Advanced Support and Expertise Connect Services.
IBM Advanced Support IconAdvanced SupportA perfect addition to your purchase of new distributed software or SaaS offerings – provides prioritized case handling and shorter response time objectives on top of base Subscription & Support (S&S). Learn more.Expertise Connect ServicesExpertise ConnectHelps speed deployment, optimize the health and performance of your software, maximize ROI and minimize risks – with proactive technical assistance from a Technical Account Manager. Learn more.
Compare Support Offerings
S&S (Base) Advanced Extended Sustained
Prerequisites Product License S&S, SaaS Subscription, Sustained S&S or Sustained Product License
Length of time 2/3/5 years (based on Lifecycle) Based on Lifecycle 4 years (1+3) 5 years
New Defect Support Yes Yes Critical Defect Support 1st year only No
Enhancements Yes No No No
New Security Updates Yes Yes 1st year ONLY No
Existing Fixes (FixCentral Yes Yes Yes Yes
Documentation: Usage, how-to’s, self-help information Yes Yes Yes Yes
Unlimited Technical Support Case Access Yes Yes Yes Yes
Pricing & Ordering

For Extended and Sustained Support assistance, please contact your Subscription and Annuity Representative. You can also use the email addresses provided below for assistance:

For Advanced Support assistance, please contact your Technology Expert Labs Representative or HyperCare_Team-dg@ibm.com.

ResourcesIBM Product Support Lifecycle IBM offers expanded support options for select software programs - Announcement Letter Passport Advantage IBM Software Subscription and Support Advanced Support Terms Extended and Sustained Support Terms

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