ibm support of ramsan and flashsystem products

© 2013 IBM Corporation

IBM Support of RamSan and FlashSystem products

23 July 2013


Document purpose

As you may be aware, IBM acquired Texas Memory Systems, Inc. (“TMS”) in the fall of 2012, and we want to communicate to you IBM’s current process for delivery of support and where applicable IBM hardware maintenance for TMS legacy and related IBM products.

This document is intended to provide a general summary and descriptions, but in all cases, the applicable contractual terms alone govern and control. IBM reserves the right to change, modify or withdraw its offerings, policies and practices at any time.

© 2013 IBM Corporation3

Product Support Matrix

TMS Legacy Products

TMS 7XX/8XX and

IBM FlashSystem

Products

RamSan system or product family: XPxx 10/20 120 3XX 4XX 500 6XX 70/80 7XX/8XX

If your system is …

In-warranty (subject to terms and conditions in the warranty)

Parts replacement Y Y Y Y Y Y Y Y Y

24x7 remote phone support N Y Y Y Y Y Y Y Y1

Business hours remote phone support Y Y Y Y Y Y Y Y Y1

Solution support [See Description Below]

Y Y Y Y Y Y Y Y N

Firmware Y Y Y Y Y Y Y Y Y

Out-of-warranty

Post Warranty Support through IBM Hardware Maintenance Service Agreements

N N N N Y2 Y2 N N Y2

1 Provided by IBM local and regional call centers.2 Contact your IBM sales representative or IBM business partner to obtain information about post-warranty IBM Hardware Maintenance Service Agreements that may be available for these systems.


Obtaining TMS Legacy Product Support

RamSan Support

Serial number under warran

ty?

System working

?

MA available

& purchas

ed?

OTC Parts Sales via IBM.com

Problem determination

Parts

Firmware

Solution support

SSR dispatched

FW provided

Provided via phone or email

END

Yes

No No

No

End User

On the IBM.com site, follow the path: Products>>Upgrades, accessories and parts>>Obtain maintenance parts.IBM does not guarantee the availability of replacement parts for purchase.

Phone: 713-266-3200 (9am-5pm, CST) or Afterhours Dispatch (provided to 24x7 customers)

Email: [email protected] or [email protected]


Obtaining RamSan and FlashSystem 7XX/8XX Product Support

End User

END

IBM local country call

center

US and Canada: 1-800-IBM-SERV, 24x7For other geographies, reference country-specific support contact numbers at www.ibm.com/planetwide. Native language support provided. Hours based on local business practices.

Warranty Entitlement Check

What is your machine type &

serial?

RamSan Product

Machine Type

Model

710 9833 AS1

810 9833 AE1

720 9834 AS2

820 9834 AE2

If your system has a TMS or RamSan logo

If your system has an IBM FlashSystem logo

Gather the machine type and serial number from the serial number label on the back of the system.

Serial number under warran

ty?

Problem determination

L1/L2/L3

System working?

Parts dispatched

FW posted to FixCentral

MA purchase

d?

OTC Parts Sales via IBM.com

No

No No

Yes


Frequently Asked Questions

I previously contracted for and received 24x7 phone support from TMS. Has this changed?

For customers with in-warranty support contracts that provided 24X7 telephone support, eligible customers should continue to utilize the 24X7 support telephone numbers provided in the Texas Memory Systems warranty support documentation for TMS Legacy products. 24x7 in-warranty telephone support for FlashSystem and RamSan 7xx/8xx products will be provided by the IBM call centers.

How do I receive in-warranty technical support on FlashSystem and RamSan 7xx/8xx?

Contact: 1-800-IBM-SERV or the local/country equivalent phone support (www.ibm.com/planetwide)

Communicate to the call center operator which machine-type-model you have. It is particularly important that you identify the logo on the bezel before giving the product name.

How is my warranty entitlement checked by IBM?

Calls for support, whether to the TMS RamSan support phone number or to the IBM support call centers, will always start with an entitlement check. This check is intended to validate the level of support the customer has paid for as well as basic information such as the location of the system and the relevant contact names and phone numbers. This check relies on the serial number, and when calling the IBM support centers, also requires the machine type and model information.

If calling for a TMS legacy product, this will be known to the RamSan technical support contact. If calling for FlashSystem support, gather the machine type and serial number from the serial number label. If calling for a RamSan 7XX/8XX product, use the table in the slide entitled “Obtaining RamSan and FlashSystem 7XX/8XX Product Support” to correctly identify your machine type and model for the IBM call center operator.

In the event that a local country entitlement check team does not recognize a customer request, the customer will be asked to provide the purchase invoice, also known as proof of purchase, which establishes the warranty start date.



What solution support does IBM provide?

In support of warranty claims for TMS Legacy Products, IBM personnel may attempt to diagnose and resolve issues related to other components in a customer’s environment that may be impacting the performance of the RamSan product, including but not limited to database tuning and application bottleneck analysis. If necessary, IBM personnel may relay support cases to other providers via TSAnet. Solution support is at the sole discretion of IBM, and is not a guarantee or warranty that any issues will be resolved. Solution support is provided on an “as available” and “AS IS” basis with no warranties, express or implied, including no warranty of merchantability or of fitness for a particular purpose.

Solution support for the IBM FlashSystem and RamSan-7XX/8XX products may be available as a fee-based service. Contact your IBM sales representative or IBM business partner to obtain more information.

How are firmware updates provided? Firmware updates for the TMS Legacy Products, as available, will be made available at no additional charge. The most current firmware updates can be requested via telephone at the numbers provided above or email at [email protected].

For IBM FlashSystem and RamSan-7XX/8XX products under warranty and IBM Hardware Maintenance Service Agreements, Machine Code updates, are made available at http://www-933.ibm.com/support/fixcentral/. Access to Machine Code is conditioned on entitlement and license validation in accordance with IBM policy and practice. IBM may verify entitlement through customer number, serial number, electronic restrictions, or any other means or methods employed by IBM in its discretion.

Can I purchase replacement parts for out-of-warranty products?

Replacement parts may be obtained through over the counter sales (OTC) via IBM.com. Contact RamSan support to identify the IBM FRU part number. On the IBM.com site, follow the path: Products>>Upgrades, accessories and parts>>Obtain maintenance parts.

IBM does not guarantee the availability of replacement parts for purchase.



Does IBM offer migration incentive programs?

Periodically, IBM offers programs to help customers migrate to the latest technology. The availability of these programs can be discussed with your sales representatives.

Does IBM offer a direct parts repair option?

IBM does not offer direct parts repair, but may offer credit on parts purchased when an out-of-warranty failed part is returned.

My RamSan product is no longer under warranty. Can I buy a Maintenance Agreement from IBM to extend the original terms?

IBM currently offers IBM Hardware Maintenance Service Agreements on the product families identified as eligible in the Product Support Matrix above. Contact your IBM sales representative or IBM business partner for availability, terms and conditions.

What actions can I take if my out-of-warranty [and not on IBM maintenance] system fails?

For TMS Legacy Products, call the regular support number to determine if a FRU replacement part is required. With this part number information, you can check part pricing and inventory availability with OTC sales via IBM.com

Will the RamSan 24x7 phone support still be available for existing RamSan clients, and if so, for how long?

Yes. Products identified in the Product Support Matrix as TMS Legacy Products, and still under warranty or IBM Hardware Maintenance Service Agreement, will maintain the current 24x7 support service through RamSan Support directly until that warranty expires.

RamSan-7XX/8XX and FlashSystem products will receive 24x7 support from IBM call centers.

Will RamSan Support still provide email access?

IBM personnel are available to provide support via e-mail Monday – Friday, 9:00 AM – 5:00 PM Central Standard Time and will seek to reply to customer emails by the next business day. Customers may contact IBM at [email protected] or at [email protected].



Are there any differences in how the TMS 24x7x4 Onsite Hardware Service will be provided under IBM?

Customers who purchased 24 X7x 4 Onsite Hardware Service from Texas Memory Systems will receive this service from IBM. IBM is in the process of transitioning support from TMS’ previous service provider to our own service delivery organizations. If IBM determines that the problem is a hardware issue that can be resolved using a customer purchased spares kit, IBM will dispatch a technician (targeting within four hours). If IBM determines that the problem is a hardware issue that requires shipping additional parts or a new system, IBM will ship a replacement part for delivery the next business day.

Can a customer still buy a RamSan product Spares Kit?

The TMS Spares Kits are no longer available. Spare parts availability is product or product family dependent. Over the counter sales of spare parts for out-of-warranty systems is based on parts availability.

Will the Black Hole warranty still be available?

IBM may offer the Flash Memory Retention offering in lieu of what was formerly known as the Black Hole warranty offering from Texas Memory Systems. The Flash Memory Retention will be governed by IBM terms and conditions. Contact your IBM sales representative or IBM business partner for availability, terms and conditions

Will IBM renew TMS Black Hole terms and conditions?

No.



Are there other support options available from IBM?

There are a number of Premium Support options available to integrate cross-platform, cross-brand hardware and software support into comprehensive coverage of environments for products. IBM’s proactive, integrated delivery of support can help you increase the availability of your environment cost-effectively. Contact your IBM sales representative or IBM business partner for availability, terms and conditions.

Flash Memory Retention - a data protection solution enabling a customer to retain replaced failed Flash Memory cards containing sensitive information.

Support Line for Storage (Mid-Range Disk) - provides how-to, question and answer support for installation and configuration problems.

Solution Support - Integrated support based on customer requirements and includes direct access to the expertise required, single point of entry for support to address technical issues that may be rooted in a variety of sources. IBM personnel will attempt to diagnose and resolve issues related to the customer’s environment affecting the IBM contracted machine. IBM will point identify a possible source of the problem and will advise the customer to engage the non-IBM Servicers in the Problem Determination. IBM personnel will assist in the further diagnosis for a fee when the failure has been identified as not in the IBM supported product. As a fee Service, IBM will participate with other providers via TSAnet. Solution support is available exclusively for reasonable requests, always at the discretion of IBM. Solution support is not a guarantee or warranty that any issues will be resolved, nor is it a substitute for support contracts with other providers.

ibm support of ramsan and flashsystem products

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