Support statement for IBM SAN Volume Controller and related software

Resolving The Problem

Abstract

This document provides information on IBM SAN Volume Controller and related software Customer Service and Support, Software Product Delivery Definitions, Software Upgrade Program information, Maintenance Information, a Support Matrix and IBM's Software Support Life Cycle Policy.

Content

The information in this document pertains to the following software products, which will be referred to as "SAN Volume Controller Software" in this document.

• IBM Storwize V7000 Unified
• Storwize V7000 for Lenovo
• Storwize V7000 for Lenovo External Virtualization
• Storwize V7000 for Lenovo Remote Mirroring
• IBM SAN Volume Controller SVC for XIV

Customer Service and Support

The primary goal of the SAN Volume Controller Software Customer Service and Support process is to offer superior support and service levels to customers through regular transitions from current versions or releases of SAN Volume Controller Software products to new deliveries of those products. These deliveries come in the form of new SAN Volume Controller Software versions and releases. The SAN Volume Controller Software products adhere to the IBM Software Support Life Cycle Policy (see below) for International Program License Agreement (IPLA) products.

Product Delivery Definitions

Product deliveries are categorized according to a Version.Release.Modification (V.R.M) format. A new product Version typically would indicate that the designated delivery would have significant new code, features or functions. A new product Release may indicate a new update of the same product Version, and may typically include changes to existing functions and features, or may include new minor product features. Features in a new product Release would customarily be smaller in scope than those provided in a new Version product delivery.

A new product delivery Modification would typically consist of minor upgrades to some of the current product functions and features. A Modification may consist of defect fixes, with no new function additions.

Upgrades

SAN Volume Controller Software intends to provide appropriate methodology for software transition (such as migration or upgrade paths) to the new product deliveries from all currently supported product deliveries. The objective is for customers to be able to concurrently upgrade from their current code level to the most recent code level in one step. However, it might be necessary for the customer to upgrade to an intermediate code level and then upgrade to the most recent code level, depending on the original level of SAN Volume Controller Software from which they are starting.

Maintenance

The SAN Volume Controller Software customer support objectives are to fix reported defects in the most current level of the product, and in earlier supported levels where feasible. Fixes for less severe defects may be deferred to the next product release, if it is not feasible to fix them in the current level of code. While the SAN Volume Controller Software Support team evaluates all problems and issues on currently supported software (that is, offer Level 2 support) the customer may be required to install the most current maintenance level to receive defect fix support.

If a supported SAN Volume Controller Software V.R.M is running with operating systems, storage controllers, or other SAN fabric elements that are no longer generally supported, SAN Volume Controller Software Support may be limited to defects that can be duplicated on fully supported configuration environments.

Support Matrix

Voice support is available for the following products by calling your country support phone number. When an "End of Service" date has been announced for a product release, it will be updated here and in the Software Support Life cycle Web page www.ibm.com/software/support/systemsstorage/lifecycle/ for Storage Software.

Table key:

VRM = Version Release Modification

PID = Product Identifier

EOS = End of Service

* Storwize for Lenovo V7000 External Virtualization and Storwize V7000 for Lenovo Remote Mirroring are for licensing only, they do not provide any code. All orders for those PIDs must be preceded or accompanied by the appropriate order(s) for the base Storwize V7000 for Lenovo software. Upgrades to the most current level of Storwize V7000 for Lenovo will update the Storwize for Lenovo V7000 External Virtualization and Storwize V7000 for Lenovo Remote Mirroring capabilities.

IBM Software Support Life Cycle Policy

The IBM Software Support Life cycle policy specifies the length of time support will be available for IBM software from when the product is available for purchase to the time the product is no longer supported. Full details are available from www.ibm.com/software/support/lifecycle

Affected configuration

Cross-reference information