DatasheetIBM Maintenance and Technical Support Services

IBM Enhanced Technical Support (ETS)Personal, integrated, proactive problem prevention and management

Waiting for a problem to happen is like sitting on a time bomb. Too late you discover a problem, which had it been addressed earlier, would have avoided the breakdown in the first place!

For organisations dependent on critical IT systems, assessing and engaging with the best technical support provider is a delicate balance between the needs of the business, the budget available and the service levels on offer.

You need an IT infrastructure you can rely on. But enterprise systems are becoming increasingly complex and resources are finite. Trying to manage multi-product and multi-vendor environments is a major challenge – let alone trying to pinpoint the problem when something goes wrong. In a critical situation, IT downtime can cost your business dearly.

What do you benefit from?

Primary Contact

Planned Outage Preparation

Problem Management

Review Calls

Performance Management

Proactive Tech Advice

Critical Call Monitoring

Regular Contact

Monthly Reports

30-Minute Response

Rapid PD Response

Base SupportH/W Break Fix

S/W Break Fix

Base Support ETS

Ser

vice

Priv

ilege

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Remote AccountAdvocacy

Enhanced Technical Support bridges the gap between hardware and software support, providing you with a dedicated account advocate who works for you and for your IT systems availability.

Proactive monitoring of your system allows your account advocate to pre-empt and resolve potential problems before they arise, saving you from system downtime and any associated costs and revenue loss.

Highlights

• DedicatedaccountadvocateworkingonyourbehalfwithinIBM

• 30-minuterapidresponsetoseverity1problems

• Scheduledoutagesupport,makingsureIBMtechnicalteamsareawareofyourscheduledchanges

• Monthlyreportswithproactivesysteminformationandsupportactivityspecifictoyourneeds

• SeamlessproblemdeterminationofyourproblemHardwareorSoftware

• Problemisolationassistanceonmulti-platformsormultipleITenvironments.

DatasheetIBM Maintenance and Technical Support Services

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IBM United Kingdom PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU.

Produced in the United Kingdom November 2011 All Rights Reserved

IBM, the IBM logo and ibm.com are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.com/legal/copytrade.shtml.

Other product, company or service names may be trademarks or service marks of others.

References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

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FAQs• Can I contact my Remote Account Advocate at any time? – Remote Account

Advocates (RAAs) operate within normal business hours (09:00 - 17:00, Mon - Fri). However, any severity 1 service request still has a 30-minutes response, 24x7.

• If I require assistance outside prime shift hours, who can I contact? – If your Account Advocate is already aware of the issue, they will have made arrangements as appropriate with you and IBM 1st or 2nd level support. If the issue has only just arisen, please call 0870 010 1952 (Software) or 0870 550 0900 (Hardware). If you need to escalate, please follow the Hardware or Software escalation routes. Your account advocate will contact you at the first opportunity during prime shift.

• My PMR is not a Severity 1 but business critical – can IBM help? – Issues such as time-critical updates within a strategic project can be just as important as a Severity 1 problem. If you find yourself in such a situation, please contact your RAA. He or she will ensure that all relevant support functions are aware of your particular PMR and handle it accordingly.

• Can I contact my RAA for issues not directly related to the IBM support? – Yes. Whilst your RAA might not be able to help directly, he or she will know where to channel your issue and who is the right person to contact you.

Why IBM?

The resilience of your infrastructure is paramount. It is therefore crucial to find a technology and service provider who will help you to pre-empt problems proactively, allowing you to concentrate on your core business processes.

For more informationPlease contact your IBM Business Partner or IBM Sales Representative.

Visit:

ibm.com/services/maintenance