overview of ibm technical support structure · web viewthis solution for the aix 6.1 operating...
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Prepared for: IBM CSP for Multiplatform US and CA
Document includes: Mainframe & System z, Power, System Storage,
Processed on December 11,
© International Business Machines Corporation 2014
Disclaimer: IBM reserves the right to change specifications or other product information without notice. This publication may include typographic errors and technical inaccuracies. The content is provided as is, without express or implied warranties of any kind, including the implied warranties of merchantability or fitness for a particular purpose. Some jurisdictions do
not allow disclaimers of implied warranty so this disclaimer might not apply to you. Although the IBM-approved version of this document's information is currently accurate, be aware that contracts, terms, and conditions, support procedures, and assigned personnel can change at any time. This document does not modify or replace any contract in place between you and IBM and is subject to change based on the terms and conditions of the contracts in place between you and IBM.
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IBM Customer Support Plan – Technical Support Overview (U.S. and Canada)
verview of IBM technical support structure From the largest IBM® customer to the individual IBM consumer, the Web enables e-relationships any time, day or night. Access the IBM Support Portal (http://support.ibm.com) to find the support you need. The following chart gives you an overview of IBM's technical support structure for customers:
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IBM Customer Support Plan – Technical Support Overview (U.S. and Canada)
IBM Support Portal: Your first stop for support The IBM Support Portal is a unified, customizable view of all technical support tools and information for all IBM systems, software, and services. For more information about the IBM Support Portal and other electronic support offerings, please visit the IBM Support Portal (http://support.ibm.com ).
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IBM Customer Support Plan – Web Support (U.S. and Canada)
Reports problems to IBMIncreases availabilitySecure Faster fixes Avoids downtime Enables custom IT
management tools Saves you time with secure
access to your system information
Accurate solutions for your unique environment
Electronic Service Agent™ (shttp://www-01.ibm.com/support/esa/)can increase system availability and help you stay focused on your company’s strategic business initiatives.
Avoid DowntimeDo your IBM systems call IBM Support when they need service? They can with IBM Electronic Service Agent! IBM Electronic Service Agent is a monitoring tool that proactively reports hardware events as soon as they are detected. A service request is electronically routed directly to the appropriate IBM Support Engineer, with no intervention needed from you. The result? Higher availability and faster fix delivery for your environment.
Accurate FixesElectronic Service Agent’s call home functionality is fully integrated with IBM’s hardware support centers. When an error is reported to IBM, it contains essential technical detail and is routed to the appropriate Support Engineer.In addition, extended error information -- error logs, system snapshots, etc.-- is sent to IBM Support with the problem description. This means that the Support Engineer can immediately start working on resolving the problem. Not only does this save valuable time in the problem diagnosis process, it ultimately speeds up resolution time. In some cases, your IBM Customer Engineer is automatically paged with specific replacement parts information.
Customized FeaturesAssociating your IBM ID when activating Electronic Service Agent gives you access to valuable capabilities in the IBM Electronic Services portfolio. These include:My Systems lets you check any of your systems, anywhere in the world. With it, you can see what firmware, Operating System, and fix levels are installed. It enables you to better manage your datacenter, and helps you in deploying relevant fixes and technical updates across your IT infrastructure. My Systems gives you the control to compare and optimize your environment and avoid unplanned outages.
My Notifications is another valuable service to help you avoid system downtime and maintain the best performance for your IT assets. This new service can notify you of critical and required fixes, product support updates, and other custom recommendations that are tailored to your IT environment. It’s like having a proactive IBM Support Rep at your fingertips with knowledge of the latest technical support guidelines. These recommendations are based on your system configuration, collected and submitted by Electronic Service Agent and delivered to you via the Web and/or e-mail.
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©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 4
Superior support and service
Optimize your IT environment
Reports system errors and information
IBM Customer Support Plan – Web Support (U.S. and Canada)
Electronic Service Agent, continued…
Secure TransmissionIBM is committed to security. Communication can only be initiated by your system, and your business data is never transmitted. You also have the option to grant authority to your trusted IBM Business Partner through an IBM ID. Information that you would manually upload to IBM support is automatically sent to IBM for you.IBM Electronic Service Agent uses strong data encryption protocols that are utilized by leading financial institutions worldwide. HTTPS (SSL and TLS), VPN, and the AT&T Global Network Fenced Internet dial service are supported. IBM recommends high speed connectivity for faster reporting.Specific IBM platforms have advanced connectivity options, including gateway and proxy server configurations. Additional connectivity information can be found in the appropriate IBM publication for your operating environment.For HMC users, IBM has published a security whitepaper describing connectivity methods and transfer protocols. Access the white paper in the Technical documents (http://www.ibm.com/support/electronic) section.
Using Electronic Service AgentElectronic Service Agent is included at no additional cost for products that are covered under IBM Warranty and/or IBM Maintenance Agreements. It supports virtually all IBM systems: IBM Power® Systems family (including System p® and System i®) System x®
BladeCenter®
Electronic Service Agent is integrated in IBM AIX® and IBM i® operating systems, as well as the Hardware Management Console (HMC). For IBM System x, it can be downloaded for Windows, Linux, and Systems Director environments.
Activation on your system can be done by your company’s support team or by IBM.
Support Flow Chart for IBM Hardware using Electronic Service AgentTM
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Elap
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1 m
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15
min
Immediate Event Detection24x7 Monitoring discovers serviceable events that trigger the Electronic Service
Agent™ automated support process
Performs DiagnosticsIn addition to error text, ESA collects additional data associated with specific errors
Notifies SupportYou are electronically notified of the event after ESA automatically verifies support
information and securely uploads diagnostic data to IBM Support
Creates IBM Problem TicketESA automatically creates an IBM Problem Ticket and routes it to the support expert
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IBM Contacts YOUSupport expert contacts you with solution
IBM Customer Support Plan – Web Support (U.S. and Canada)
Electronic Service Agent, continued…
For more information
Visit the IBM Electronic Services web site (http://www-01.ibm.com/support/esa) or talk to your local IBM representative. See what IBM Electronic Service Agent can do for your business! Submit a service request for hardware or softwareEntitled customers* with software contracts, maintenance agreements, and/or warranties may submit a service request for hardware or software problems directly to IBM without having to call 1-800-IBM-SERV. The Electronic Service Call Plus (ESC+) service allows you to track the service request's progress, update the problem ticket, and close the ticket. The link to “Open a Service Request” is located on the IBM home page (http://ibm.com) under "Get support". You can get to your country’s home page by clicking on the [change] button in the upper right hand corner of the above URL and selecting your country. *All IBM clients and Business Partners in the US and Canada plus some Latin American countries
Offering information
Search for offerings from IBM (http://www.ibm.com/common/ssi)-- announcement letters, Sales Manual, press releases, white papers, and more.
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IBM Customer Support Plan - Web Support (U.S. and Canada)
IBM Mainframe Web SupportIBM Mainframes Support Web site(http://www.ibm.com/servers/eserver/support/zseries/)
This year, System z will join together with thousands of clients, Business Partners, ISVs and IBMers to commemorate the golden anniversary of the IBM mainframe -- on April 7. Throughout the entire year, we will celebrate the innovations that the mainframe has driven and the innovations that are yet to be explored!
IBM Resource Link (http://www.ibm.com/servers/resourcelink/) is a technical support web site included in the comprehensive set of tools and resources available for IBM Systems from the IBM Systems technical support. No more searching! Resource Link places the information and support you need at just a click away!
IBM Resource Link includes:Planning - Perform pre-installation planning for products on order.
Machine Information - Sensed inventory call home information / status
Customer Initiated Upgrade and On/Off Capacity On Demand (CoD)
Education - Learn using multimedia product education modules.
Library - View and print product libraries, red books, and white papers.
Technical Support - Access hardware and software related technical support information.
Group Discussions - Participate in user discussions with other product owners.
Personal Folders - Set up and manage subscriptions to site content.
IBM Mainframe Weekly: In 2014, we launched a new weekly digital newsletter, IBM Mainframe Weekly (http://paper.li/IBM_System_z/1386866312). Subscribe today!
Please take advantage of the resources featured within this newsletter. The IBM Mainframe Weekly will highlight all of the latest IBM mainframe news, collateral and more! This is an external publication so I encourage you to subscribe today to keep up with the mainframe.
Join System z Social Venues:
IBM System z Twitter Page (https://twitter.com/ibm_system_z)
IBM System z Mainframe Facebook Page (https://www.facebook.com/IBMsystemz)
IBM System z Advocates LinkedIn Page (http://www.linkedin.com/groups/System-z-Advocates-155723)
IBM Mainframe Insights Blog (https://www-304.ibm.com/connections/blogs/systemz/?lang=en_us)
IBM System z Flicker Page (http://www.flickr.com/photos/ibm_systemz/)
IBM System z YouTube Channel (http://www.youtube.com/ibmsystemz)
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IBM Customer Support Plan – Web Support (U.S. and Canada)
IBM System Storage and TotalStorage Web SupportIBM Systems Storage Support Web site(http://ibm.com/servers/storage/support/index.html)Find support for all your IBM System Storage™ and TotalStorage® products:
About DS3200…
http://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5348412&taskind=1
About DS3300…
http://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5356498&taskind=1
About DS3400…
http://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5348409&taskind=1
About DS4000…
https://www-304.ibm.com/systems/support/supportsite.wss/selectproduct?brandind=5000028&familyind=0&oldbrand=5000028&oldfamily=0&oldtype=0&taskind=1&psid=bm&continue.x=12&continue.y=16
About DS5100…
http://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5368955&taskind=1
About DS5300…
http://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5368957&taskind=1
About DS5020…
http://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5382801&taskind=1
Don’t forget to STAY INFORMED by registering for MY NOTIFICATIONS (http://www-01.ibm.com/software/support/einfo.html) (Sign in and then scroll down to System Storage and click on “System Storage support notifications”) for your DS3000, DS4000, and DS5000. Sign up to be notified of critical and required fixes, product support updates, and other custom recommendations that are tailored to your IT environment.If you purchased one or more software solutions, Premium Features or Software Feature Packs for your DS3000, DS4000, or DS5000, you will need to activate the feature(s) or feature packs or register an expansion module. You can obtain your license key at the activation and registration Web site (http://www-912.ibm.com/PremiumFeatures/).If you lose your license key, you will need to place a service call to 1-800-IBM-SERV.
About DS6000…
http://www.ibm.com/servers/storage/support/disk/ds6800/
About DS8100…
http://www.ibm.com/servers/storage/support/disk/ds8100/
About DS8300…
http://www.ibm.com/servers/storage/support/disk/ds8300/
The data storage feature activation (DSFA) application provides feature activation codes to technically activate licensed functions acquired for your DS6000 and DS8000 series machine. To access DSFA, you must enter information about your machine. You can find this information on the storage unit general properties page in the IBM TotalStorage DS6000 or DS8000 Storage Manager application (https://www.ibm.com/storage/dsfa/index.jsp). To activate functions on a DS6000 machine, an order confirmation code is required. This code is printed on the DS6000 order confirmation code reference document. You cannot activate functions until you have received your DS6000 series order confirmation code reference document from IBM or an authorized IBM Business Partner.About N series… http://www.ibm.com/support/docview.wss?uid=ssg1S1003659
It is imperative that all N series customers click on the "About N series..." link above to read the "Important Information for N series support" which contains information such as:
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IBM Customer Support Plan – Web Support (U.S. and Canada)
Instructions for accessing N series code downloads via unique Web Access Keys assigned to machine type model and serial numbers.
Instructions for accessing N series technical support publications. The AutoSupport Overview for information on the automated problem detection and diagnostics function available on all N
series models. Other N series product resources for Sales / Marketing technical documentation which include interoperability documents,
data sheets, product overviews, case studies, solutions papers, Redbooks, and so forth.
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IBM Customer Support Plan – Web Support (U.S. and Canada)
IBM System Storage / TotalStorage Support, continued…
About Real Time Compression…
http://www-947.ibm.com/support/entry/portal/Overview/Hardware/System_Storage/Network_Attached_Storage_%28NAS%29/Real-time_Compression_for_NAS/Real-time_Compression_Appliances_STN6500-STN6800_%282452-650,680%29
Real-time Compression Appliance is a virtualization solution for the N series / NAS environment. It provides online storage optimization through real-time data compression without performance degradation. The STN6500 and STN6800 transparently compress data in primary storage.
Basic HW Warranty: One year, 9 hours per day, Monday through Friday, excluding holidays, 4-hour average, same-business-day response, IOR. Warranty Service Upgrades to 24x7 are available.
SW Support: All RtCA Software licenses include Software Subscription and Support (also referred to as Software Maintenance) for a period of 12 months from the date of acquisition. While your Software Subscription and Support (Software Maintenance) is in effect, IBM provides you telephone support for problem resolution and defects as well as assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. SWMA Renewals are available. Standard support (response time) is provided during normal business hours (Monday through Friday) Severity 1 issues are handled 24x7.
About IBM Storwize V7000… About Storage Virtualization…
http://www.ibm.com/systems/storage/disk/storwize_v7000/index.htmlhttp://www.ibm.com/systems/storage/virtualization/index.html
Support pages: http://www.ibm.com/support/entry/portal/Overview
"How to" and usage support for the following storage virtualization hardware and software, as well as software break/fix support, are provided through the software path and require an active software maintenance contract (SWMA).
Hardwareo SVC, SVC Entry Edition, and SVC for XIV (2145-4F2, 2145-8F2, 2145-8F4, 2145-8G4, 2145-8A4, 2145-CF8, ,
2145-CG8)o Storwize V7000 (2076-112, 2076-212, 2076-124, 2076-224, 2076-312, 2076-324)o Storwize V7000 File Module* (2073-700)
Softwareo SVC (5369-VC5, 5639-VC6)o SVC Entry Edition (5639-VW2)o SVC for XIV (5639-SX1)o SVC Real-time Compression (5641-CP1)o Storwize V7000 (5639-VM1)o Storwize V7000 External Virtualization (5639-EV1)o Storwize V7000 Remote Mirroring (5639-RM1) o Storwize V7000 File Module* (5639-VF1)o Storwize V7000 Real-time Compression (5639-CP1)
*Note that Storwize V7000 Unified consists of two Storwize V7000 File module devices with associated software licenses, and one Storwize V7000 device with associated software license.
When calling in for software support under SWMA for:
SAN Volume Controller SAN Volume Controller Entry Edition SAN Volume Controller for XIV SVC Real-time Compression Storwize V7000 External Virtualization Storwize V7000 Remote Mirroring Storwize V7000 Real-time Compression
please ensure that you provide the correct customer number and ask for support the specific product name above “through Passport Advantage". This will help the call center locate your entitlement more quickly.
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IBM Customer Support Plan – Web Support (U.S. and Canada)
IBM System Storage / TotalStorage Support, continued…When calling in for software support under SWMA for Storwize V7000 base software, provide your 2076 device type and serial number for software entitlement.
When calling in for software support under SWMA for Storwize V7000 File Module, provide your 2073 device type and serial number for software entitlement.
Defect support for the hardware is covered by warranty or hardware maintenance.
Please review the IBM Software Support Handbook (http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html) for additional information that you should have available before calling IBM support.
About TotalStorage Productivity Center (TPC)… http://www-03.ibm.com/systems/storage/software/center/Support for the TPC products, TPC for Data, TPC for Disk, TPC for Fabric, and TPC for Replication, require an active software maintenance contract (SWMA).
About Storage Software… http://www.ibm.com/systems/storage/software/
Support pages: http://www.ibm.com/support/entry/portal/Overview
From this page, you'll have access to support information for products such as Tivoli Storage Manager, TPC, and SSPC (System Storage Productivity Center), as well as links to other resources.
About IBM XIV Storage System…
http://www.ibm.com/systems/storage/disk/xiv/
Support pages: http://www.ibm.com/support/entry/portal/Overview
View product documentation (http://publib.boulder.ibm.com/infocenter/ibmxiv/r2/index.jsp) Information Center for the IBM XIV Storage System.
Hardwareo XIV 1 year Warranty: 2810-A14, 2810-114o XIV 3 year Warranty: 2812-A14, 2812-114
Softwareo XIV Software (for the model A14 systems) : 5639-XXA o XIV Software (for the model 114 systems): 5639-YYB
About IBM Scale Out Network Attached Storage (SONAS)…
http://www.ibm.com/systems/storage/network/
Support pages: http://www.ibm.com/support/entry/portal/Overview
To receive proactive notifications of code updates and other support, don’t forget to add your IBM Storage products to your subscription service profile.To register for the subscription service or to add your IBM Storage product to your profile, perform the following steps:
1. Log in at the following Web site(https://www.ibm.com/systems/support/myview/subscription/css.wss/folders?methodName=listMyFolders)2. If you do not have an IBM registration ID, on the My IBM registration Step 1 of 2 page, fill in the required information. Items with an asterisk (*) are required fields. Click Continue.3. On the My IBM registration Step 2 of 2 page, fill in the required information. Items with an asterisk (*) are required fields. Click Submit. Click Continue.4. On the Sign in page, enter your IBM ID and password and click Submit.5. On the My Notifications page, click the Subscribe tab.6. Select the appropriate Storage product group, 7. Select the desired product(s) within the group8. You can specify any name for the individual subscriptions as well as create folders to organize your subscriptions. Specify the name and folder of the new subscription, and select your preferred notification method(s).9. Click Submit.
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IBM Customer Support Plan - Web Support (U.S. and Canada)
IBM Power (System p) Web Support IBM System p Support Web site(http://www-03.ibm.com/systems/p/)
Highlights include:
What’s new in Power (System p)
http://www-03.ibm.com/systems/power/news/index.html
Power (System p) Hardware http://www-03.ibm.com/systems/power/hardware/systemp.html
Support and Services http://www-03.ibm.com/systems/power/support/index.html
Resources http://www-03.ibm.com/systems/power/resources/index.html
For Developers http://www.ibm.com/developerworks/aix/
Power Community http://www-03.ibm.com/systems/power/community/index.html
Message Center - database you can search for information about AIX error messages, LEDs, and error identifiers
http://publib.boulder.ibm.com/infocenter/pseries/v5r3/index.jsp?topic=/com.ibm.aix.messagecenter/messagecenter.htm
Hardware documentation http://publib16.boulder.ibm.com/pseries/index.htm
AIX Documentation http://publib.boulder.ibm.com/infocenter/systems/scope/aix/index.jsp
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IBM Customer Support Plan - Web Support (U.S. and Canada)
IBM System i5 / eServer iSeries (Midrange Servers) Web SupportIBM System i Support Web site(http://www.ibm.com/systems/i/)
For the quickest access to IBM® System i5™ / eServer™ iSeries® support, always start with the following System i site, which has current product information, timely updates and articles, and links to all your System i support. Several navigation portals are on this site. On the left are the major category and support areas. Another portal has links to key iSeries resources. A snapshot of these portals is shown here.
Midrange ServersAbout System i / iSeries http://www.ibm.com/systems/i/
Hardware http://www-03.ibm.com/systems/power/hardware/systemi.html
Support http://www.ibm.com/servers/eserver/support/iseries/
Services http://www-03.ibm.com/systems/i/support/
Software http://www.ibm.com/systems/i/software/
Solutions http://www.ibm.com/systems/i/solutions/
Education http://www.ibm.com/systems/power/education/
Library http://www.ibm.com/systems/i/resources/
Success Stories http://www.ibm.com/systems/i/success/
ResourcesHardware:
Information Center http://publib.boulder.ibm.com/iseries/
High Availability http://www.ibm.com/systems/power/software/availability/
Capacity Backup http://www.ibm.com/systems/i/hardware/cbu/Operating systems: i5/OS® http://publib.boulder.ibm.com/infocenter/iseries/v5r4/index.jsp
Linux® for IBM i Platform http://www.ibm.com/systems/i/os/linux
AIX 5L http://www.ibm.com/systems/i/os/aix/Software and solutions:
i5/OS-ready ISV Solutions http://www-03.ibm.com/systems/power/solutions/Related information:
Capacity on Demand http://www.ibm.com/systems/i/cod/
Logical Partitioning http://www.ibm.com/servers/eserver/iseries/lpar/Service and support:
Leasing / Financing http://www.ibm.com/financing/
Machine Warranty Information http://www.ibm.com/servers/support/machine_warranties/
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IBM Customer Support Plan - Support for Hardware (U.S. and Canada)
Support Flow Chart for IBM Hardware and Software In the following chart, green boxes indicate customer actions; blue boxes indicate IBM actions.Note: These products are exceptions to the following flowchart: Cisco and N series. Details on support for each of these products can be found in that product’s section in this document.
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IBM Customer Support Plan - Support for Hardware (U.S. and Canada)
IBM SERV: Your Next Stop….Opening a Service Call with IBM SUPPORTFirst, make sure you have searched hardware Web support. Our IBM Support Portal (http://support.ibm.com) offers you self-service 24 x 7 x 365, with its powerful, cross-IBM offering knowledge base. You have options when it comes to requesting service from IBM:
1. Call IBM Support at 1 800 IBM SERV (800 426 7378)2. Configure automated “call home” tools for your system hardware requests.3. Submit an online request using ESC+ (hardware) or SR (software)
Before contacting IBM supportTo help IBM support technicians more quickly determine/resolve your problem, please have the following information handy: Your server’s machine type, model, and serial number Firmware and microcode revisions (if appropriate) Error messages that you have received A definition of the problem: Being able to articulate the problem and
symptoms before contacting support will help expedite the problem solving process. Helpful background information might include:
Has the problem happened before?What steps led up to the failure? Can the problem be recreated?
The problem's business impact (severity). To the right are guidelines for choosing the correct severity.
Ensure someone is available to work with IBM support at the machines physical location.
Placing the callAfter you have gathered the appropriate information, you are ready to place a call. Dial 1-800-IBM-SERV and select the appropriate option:
HARDWARE: Use Option 2 (HW) for warranty-related hardware issues. Resolving these types of calls may involve updating or replacing microcode/device drivers to assist problem determination. SOFTWARE: Use Option 2 (SW) for fee-based software support, including questions on installing, using, and configuring both the software and the hardware. You will also want to use this option for support with the SAN Volume Controller (SVC).After you have selected your option, your call will be passed through to an entitlement agent. You will be asked for entitlement information, such as your system serial number or your customer number, so that we can verify your entitlement to the service. Once confirmed, we will then ask you a few questions to help document the problem you are experiencing then transfer you directly to a technical specialist. (For most System Storage products, a specialist will call you back.)
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Severity 1 CRISIS
The system (or a major application or component) goes down, critically impacting a client’s ability to do acceptable business. No bypass alternatives are available. Severity 1 requires total commitment of equipment and personnel by the client and vendors to resolve the problem.
Severity 2MAJOR
A problem that causes a severe operational impact. Bypassing the problem is possible but not feasible. Severity 2 requires that the failing component be made available for repair.
Severity 3MINOR
Any problem causing restricted function or minor impact on performance. Bypassing the problem is both possible and feasible. Deferred maintenance may be acceptable.
Severity 4BYPASSED
A circumvented problem. The problem’s impact is non-critical and does not affect operation. Deferred maintenance is acceptable.
IMPORTANT: Record your case number then verify it with the IBM support staff, who can dispatch a hardware Customer Service Representative if necessary. IBM may request that you provide log information.IBM is not responsible for lost data or software and is not required to advise or remind you of appropriate backup, security, or other procedures. Before IBM repairs your IBM Systems™ or System Storage™ device, it is your responsibility to:• back up all data and software on the system• remove any removable media• reload data and software
IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
Your Next Stop, continued…
Customer Replaceable Unit (CRU) partsIBM Service provides replacement CRUs (Customer Replaceable Units) to you for you to install. CRU information and replacement instructions are shipped with your Machine and are available from IBM at any time on your request. CRUs are designated as being either Tier 1 or a Tier 2.
Installation of a Tier 1 CRU (no tools and minimal technical expertise) is your responsibility. For more FAQs on installing CRUs, visit the CRU FAQs Web site (http://www-947.ibm.com/support/entry/portal/docdisplay?brand=5000008&lndocid=MIGR-5074420).
Many CRU service part installation and removal training movies are available. (http://www-947.ibm.com/support/entry/portal/docdisplay?brand=5000008&lndocid=SERV-MOVIES).
EscalationThe National Duty Manager (NDM) is responsible for delivering maintenance and support to IBM customers 7 x 24 x 365, including service delivery outside of normal business hours. The NDM also works to ensure IBM efficiently and effectively coordinates available resources. You may reach the National Duty Manager at 1-800-IBM-SERV (426-7378).
Machine warranties and license informationAll IBM Servers http://www.ibm.com/servers/support/machine_warranties/sbp_servers.html
IBM System Storage™ http://www.ibm.com/servers/support/machine_warranties/sbp_storage.html
In-Warranty Upgrades / ServicePac® OptionsIBM provides base warranty coverage and in-warranty service upgrades (http://www-935.ibm.com/services/us/en/it-services/servicepac-for-warranty-and-maintenance-options.html) for all IBM products. Available for IBM machines purchased in the U.S., in-warranty service upgrades must be purchased during the original product warranty period and MUST BE REGISTERED TO ACTIVATE. The service period begins with the equipment purchase date.
Option Coverage hours Technician on site24 x 7 x 2 24 x 7 x 365 Scheduled within 2 hours*
24 x 7 x 4 24 x 7 x 365 Scheduled within 4 hours*/6 hours**
9 x 5 x 4 8am-5pm, Mon-Fri in customer’s time zone Scheduled within 4 hours** After completing problem determination with IBM Remote Technical Support (1-800-IBM-SERV) 2 Hour response only available in certain metropolitan areas in the US. These are response objectives, not guarantees.
**After call registration with IBM Remote Technical Support (1-800-IBM-SERV). These are response objectives, not guarantees.
Post-Warranty Maintenance Agreement (MA) / ServicePacsFor many IBM products you can extend the duration of the service with a maintenance agreement. If your system is outside its warranty period, IBM offers a variety of post-warranty options (http://www-935.ibm.com/services/us/en/it-services/post-warranty-maintenance-agreement-servicepac.html) with coverage for both parts and labor.
…Continued
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM Mainframe Operating System Software Support
SoftwareXcel enterprise edition and basic edition for IBM System z®
IBM's world-class software support is now available under SoftwareXcel enterprise edition. This service combines the interactive, real-time, online functions of IBMLink®/ServiceLink with enhanced support, monthly problem management reports, and remote screen viewing -- a comprehensive solution for daily support activities for your System z system software.SoftwareXcel is offered in addition to the defect support provided via 1-800-IBM-SERV. Details on SoftwareXcel enterprise edition(http://www-1.ibm.com/services/us/index.wss/so/its/a1000185)Details on SoftwareXcel basic edition(http://www-1.ibm.com/services/us/index.wss/so/its/a1000177)
Offered by IBM Global Services, SoftwareXcel provides: Resolve for System z (the ability to report problems and routine installation and "how to" questions
electronically) Alert for System z (the ability to be notified of high impact fixes) Electronic access to Frequently Asked Questions Electronic download of fixes by linking to IBM's support database Premium response (usually less than 1 hour) during prime shift for suspected defect problems
We cover most IBM System z software products, with SoftwareXcel. Linux support is provided via Support Line for Linux (http://www-1.ibm.com/services/us/index.wss/so/its/a1000030), which provides both defect and usage support via 1-800-IBM-SERV.
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM System Storage and TotalStorage Hardware and Software SupportDS3000 Support... http://www-947.ibm.com/systems/support/supportsite.wss/selectproduct?
brandind=5000028&familyind=0&oldbrand=5000028&oldfamily=0&oldtype=0&taskind=1&psid=bm&continue.x=12&continue.y=16
For usage and how-to support for your DS3000, DS4000, and DS5000 products, a Support Line contract is required. To purchase a Support Line contract, call: 1-888-426-4343. Visit the Support Products List site (http://www.ibm.com/services/sl/products/) for a complete list of products supported by Support Line.
DS4000 Support… http://www-304.ibm.com/systems/support/supportsite.wss/selectproduct?brandind=5000028&familyind=0&oldbrand=5000028&oldfamily=0&oldtype=0&taskind=1&psid=bm&continue.x=18&continue.y=19
The support philosophy for DS4000 products is remote support. That is, before an SSR (Systems Services Representative) is dispatched, the client is responsible for working through problem determination with the IBM Support Center. (When a customer calls for service, a remote technician will attempt to make an initial diagnosis of the problem and help to resolve it over the telephone. The customer must follow the problem determination and resolution procedures that the remote technician specifies.)You may want to consider IBM Maintenance Services – on-site problem determination option (OPD). OPD offers a priority call handling process, available 24 hours a day, 7 days a week. IBM will dispatch a trained service technician to your location and the technician will perform all problem determination, problem source identification, and repair or exchange tasks required to restore the machine to conformance with its published specifications. The service technician will also install Machine Code updates if required to correct the reported problem or separately at your request.OPD can be added as an upgrade to the standard base warranty or maintenance contract of certain storage products (currently DS4000, DS6000, and N series) to provide a comprehensive level of service. NOTE: Same day, 24x7x4-hour support for eligible IBM storage products is a prerequisite for OPD. Current ServicePac clients are ineligible for this service. Find out more by visiting the On-site Problem Determination option Web site(http://www-935.ibm.com/services/us/index.wss/offering/its/a1026909) or call Inside Sales at 1-888-426-4343.
DS5000 Support…
http://www-304.ibm.com/systems/support/supportsite.wss/selectproduct?brandind=5000028&familyind=0&oldbrand=5000028&oldfamily=0&oldtype=0&taskind=1&psid=bm&continue.x=18&continue.y=19
IBM System Storage DS5100 and DS5300 are designated to be installed by IBM service personnel. Warranty for the DS5100 and DS5300 is 1 year with the service level being 24 hours per day, 7 days a week, 4-hour average, same-day response. During the warranty period for the DS5100 and DS5300 and upon customer request, IBM will update the licensed machine code. The DS5020 is designated as Customer Set-up (CSU). The DS5020 has a 3 year warranty with the service level being 9 hours per day, Monday through Friday, excluding holidays, next-business-day response, IBM On-site Repair. On the DS5020, it is a customer responsibility to install licensed machine code. If you would prefer, you may request IBM to install downloadable Machine Code changes; however, you may be charged for that service.Please see the announcement letter for the DS5020 (http://www-01.ibm.com/common/ssi/ShowDoc.jsp?docURL=/common/ssi/rep_ca/7/897/ENUS109-537/index.html&breadCrum=DET001PT022&url=buttonpressed=DET002PT005&specific_index=DET001PEF502&DET015PGL002=DET001PEF011&submit.x=7&submit.y=8&lang=en_US#h2-tcx) for a list of parts designated as Tier 1 Customer Replaceable Units (CRUs).
For usage and how-to support for DS5000 products, a Support Line contract will be necessary. To purchase a Support Line contract, call: 1-888-426-4343. For a complete list of products supported by Support Line, visit the Supported Product List site (http://www.ibm.com/services/sl/products/).
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM System Storage and TotalStorage Support, continued…
IBM Implementation Services for DS5000 disk systems are available both as a standard services offering that can be ordered through IBM Global Services Inside Sales and as a ServicePac offering. These services assist with the planning, configuration, standard implementation, testing and basic skills instruction for IBM System Storage DS5000 disk systems. For more information, call IBM Inside Sales at 1-888-426-4343 or visit the Implementation Services for disk systems site (http://www-935.ibm.com/services/us/en/it-services/implementation-services-for-disk-systems.html).IBM Remote Support Manager for Storage provides alert notification and remote service access for DS3000, DS4000, and DS5000 storage systems. DS Remote Support Manager (DS-RSM 1818-RS2) is an integrated IBM offering designed to manage problem reporting and help analyze alert notifications. Logs and status information are sent along with the alert to IBM for faster problem resolution. It also allows IBM service to dispatch inquiries for additional information and logs to aid problem determination and speed problem resolution. For more information, visit the RSM Web site (http://www.ibm.com/storage/disk/rsm/).The System Storage DS® Remote Support Manager for Storage (DS-RSM) is shipped with the Novell SUSE Linux® Enterprise Server operating system preloaded. The installed DS-RSM applications are supported by IBM during the product's one-year warranty period. The preloaded SUSE Linux Enterprise Server operating system has a one-year basic subscription that allows access to product updates throughout this period and a 30-day trial of electronic standard support. Extensions to the basic support for the SUSE Linux operating system must be obtained from Novell (http://www.novell.com/products/server/howtobuy.html).
For additional information on DS-RSM, review Announcement Letter #109-079 (http://www-01.ibm.com/common/ssi/ShowDoc.jsp?docURL=/common/ssi/rep_ca/9/897/ENUS109-079/index.html&breadCrum=DET001PT022&url=buttonpressed=DET002PT005&specific_index=DET001PEF502&DET015PGL002=DET001PEF011&submit.x=7&submit.y=8&lang=en_US).
DS6000 Support…
http://www-304.ibm.com/systems/support/supportsite.wss/selectproduct?brandind=5000028&familyind=5329629&osind=0&oldbrand=5000028&oldfamily=5329629&oldtype=0&taskind=1&psid=bm&continue.x=17&continue.y=18
Similar to the DS4000, the DS6000 is supported via remote support. The DS6000 contains parts that are considered Customer Replaceable Units (CRU). CRUs are designated as being either a Tier 1 or a Tier 2 CRU. Installation of Tier 1 CRUs is a customer responsibility. If IBM installs a Tier 1 CRU at your request, you will be charged for the installation. For machines with on-site, same-day response service, IBM will replace a Tier 1 CRU part at your request, at no additional charge. For a list of DS6000 parts that are designated as Tier 1 CRU parts, please review the DS6000 announcement letter.
DS6000 / DS8000 Support…
http://www-947.ibm.com/support/entry/portal/overview/hardware/system_storage/disk_systems/enterprise_storage_servers/ds6800
Hardware defect support on the DS6000 and DS8000, as well as defect support for copy services/GUI/SDD, can be obtained by calling 1-800-IBM-SERV and selecting the option for hardware. You will need to enter the machine type of the device you are working on: i.e., 1750 for the DS6000, 2107 for the DS8000, etc. At this point, you will need to tell the representative if you are calling about copy services, GUI, and so forth.For usage and how-to support for DS6000 and DS8000 products, a Support Line contract will be necessary. To purchase a Support Line contract, call: 1-888-426-4343. For a complete list of products supported by Support Line, visit the Supported Product List site (http://www-03.ibm.com/services/supline/products/).IBM Storwize V7000 Support…
http://www.ibm.com/systems/storage/news/center/storwize_v7000/index.html
Defect support for Storwize V7000 hardware is covered by warranty or HW maintenance.Software support requires SWMA for both defect and How To questions. If it is clearly a hardware issue, customers should take the hardware VRU path. If unsure, or if it is clearly a software issue, or for how-to/usage questions, customers should take the software VRU path. When calling in for support under SWMA, please ensure that you provide the correct customer number. For Storwize V7000 base software support, provide your 2076 machine type and serial number.
N series Support… https://www-304.ibm.com/systems/support/supportsite.wss/allproducts?brandind=5000029&taskind=1
Note: Some models of the N series boxes are customer setup (CSU). Others are installed by IBM. Please check the announcement letter for your particular model.Hardware defect support for the N series products can be obtained by calling 1-800-IBM-SERV and selecting the option for hardware support. These products are supported via remote support. They contain Tier 1 and Tier 2 CRU
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM System Storage and TotalStorage Support, continued…(customer replaceable unit) parts. Installation of Tier 1 CRUs is a customer responsibility. If IBM installs a Tier 1 CRUat your request, you will be charged for the installation. For machines with on-site same-day response service, IBM will replace a Tier 1 CRU part at your request, at no additional charge. For a list of N series parts that are designated as Tier1 CRU parts, please review the product announcement letter.On N Series, it is a customer responsibility to install licensed machine code. If you would prefer, you may request IBM to install downloadable Machine Code changes; however, you may be charged for that service.N series software defect support, with the exception of Virtual File Manager (VFM), can also be obtained by calling 1-800-IBM-SERV and selecting the option for hardware support. For VFM support, whether defect or usage/howto/configuration assistance, call 1-800-IBM-SERV and select the option for software support.For usage, how-to, and configuration assistance on N series (again, with the exception of VFM), you will need a Support Line contract. If you already own a Support Line contract with N series coverage, select the software optionfor this type of assistance. To purchase a Support Line contract, call: 1-888-426-4343. For a complete list of products supported by Support Line, visit the Supported Product List site (http://www-03.ibm.com/services/supline/products/). Autosupport is an event-driven logging agent featured in the IBM System Storage N series Data ONTAP operating system that continuously monitors the functions of your system. As necessary, IBM Service and Support will contact customers based on the contact information in the customer’s record for resolution of potential system problems.
Therefore, please ensure the data is accurate for the end user customer. For more information, visit the N series AutoSupport Overview site (http://www-1.ibm.com/support/docview.wss?rs=573&uid=ssg1S7001625).DCS9550 / DCS9900 Support…
DCS9550... https://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5369397&taskind=1DCS9900... http://www-947.ibm.com/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5370792&taskind=1
Defect support, as well as usage and how-to support, for the DCS9550 and DCS9900 (Machine Type 1269) can be obtained by calling 1-800-IBM-SERV and selecting the option for hardware support.SAN Volume Controller (SVC) and SVC for XIV Support…
http://www-947.ibm.com/support/entry/portal/Overview/Hardware/System_Storage/Storage_software/Storage_virtualization/SAN_Volume_Controller_(2145)
Defect support for SVC hardware is covered by warranty or HW maintenance Software support requires SWMA for both defect and How To questions. If it is clearly a hardware issue, customers should take the hardware VRU path. If unsure, or if it is clearly a software issue, or for how-to/usage questions, customers should take the software VRU path. When calling in for support under SWMA, please ensure that you provide the correct customer number.IBM XIV Storage System Support… http://www.ibm.com/systems/support/storage/XIV
Defect support for XIV hardware is covered by warranty or HW maintenance. Software support requires SWMA for both defect and How To questions. If it is clearly a hardware issue, customers should take the hardware VRU path. If unsure, or if it is clearly a software issue, or for how-to/usage questions, customers should take the software VRU path. When calling in for support under SWMA, please ensure that you provide the correct customer number or the XIV machine type (2810/2812) and serial number. IBM Scale Out Network Attached Storage (SONAS)…
http://www-947.ibm.com/systems/support/supportsite.wss/selectproduct?brandind=5000029&familyind=5388917&oldbrand=5000029&oldfamily=5388917&oldtype=0&taskind=1&psid=bm&continue.x=8&continue.y=12
HW and SW support for Scale Out Network Attached Storage can be obtained by calling 1-800-IBM-SERV (HW or SW). HW installation is done by an IBM SSR with Implementation Services available for a fee. Call Home is under a single M/T (2851). SW code load is a customer responsibility.
Switch Support…
For IBM purchased switch support but manufactured by Brocade, Cisco, or McDATA, call IBM at 1-800-IBM-SERV. For former McDATA products: Intrepid, Eclipse, Sphereon, EFCM, and SANavigator, you will need to call Brocade support at the following numbers:
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM System Storage and TotalStorage Support, continued . .
For mission critical problems, contact customer support center at: US and Canada: 800-752-4572 option 1International: 720-558-3910 option 1 E-mail: [email protected]
For other technical issues, contact: 720.558.3910 or E-mail support at: [email protected] Have a technical or sales question about Brocade? Contact the DEDICATED IBM response team below: For SALES-
related questions contact: [email protected] For TECHNICAL-related questions contact: [email protected]
For all IBM Cisco SAN problems, call 1-800-SERV and select the option for Hardware support: Call 1-800-IBM-Serv with all HW & firmware problems on an IBM Cisco SAN Director.
When calling in for support, the corresponding machine type should be used for each of the following products: Cisco Description IBM Cisco IBM
9216A Cisco MDS 9216A Multilayer Fabric Switch 2054-D1A 9124 Cisco MDS 9124 Fabric Switch 2053-4249216i Cisco MDS 9216i Multilayer Fabric Switch 2054-D1H 9134 Cisco MDS 9134 Fabric Switch 2053-4349222i Cisco MDS 9222i Multilayer Fabric Switch 2054-E01 DS-PAA-2 Cisco MDS 9000 Port Analyzer Adapter PA2 2053-PA29506 Cisco MDS 9506 Multilayer Director 2054-E04 9120 Cisco MDS 9120 Multilayer SAN Switch 2061-0209509 Cisco MDS 9509 Multilayer Director 2054-E07 9140 Cisco MDS 9140 Multilayer SAN Switch 2061-0409513 Cisco MDS 9513 Multilayer Director 2054-E11 9020 Cisco MDS 9020 Fabric Switch 2061-4209506 Cisco MDS 9506 Multilayer Director 2062-D04 DS-PAA Cisco MDS 9000 Port Analyzer Adapter 2061-PA19506 Cisco MDS 9506 Multilayer Director - Telco
2062-T04 DS-PAA-2 Cisco MDS 9000 Port Analyzer Adapter PA2 2061-PA2
9509 Cisco MDS 9509 Multilayer Director 2062-D07 9216 Cisco MDS 9216 Multilayer Fabric Switch 2062-D019509 Cisco MDS 9509 Multilayer Director - Telco
2062-T07 9216A Cisco MDS 9216A Multilayer Fabric Switch 2062-D1A
9513 Cisco MDS 9513 Multilayer Director 2062-E11 9216i Cisco MDS 9216i Multilayer Fabric Switch 2062-D1H CWDM Cisco Coarse Wavelength-Division
Multiplexer 2062-CW1
Data Center Networking (DCN) ...
http://www-947.ibm.com/systems/support/supportsite.wss/brandmain?brandind=5375876
The IBM Ethernet switches and IP achieve the performance needed to create a dynamic infrastructure and transform physical and digital assets into more relevant services. The IBM Ethernet router and switch family was engineered to manage risk, improve service and reduce costs from desktop-to-server: IBM Ethernet Switch c-series multi-service edge and aggregation switch for carrier-class Ethernet solutions (Machine-type
4002 Models C4A, C4B, C5A, C5B) - Announcement letter 109-209(http://www-01.ibm.com/common/ssi/ShowDoc.jsp?docURL=/common/ssi/rep_ca/9/897/ENUS109-209/index.html&breadCrum=DET001PT022&url=buttonpressed=DET002PT005&specific_index=DET001PEF502&DET015PGL002=DET001PEF011&submit.x=7&submit.y=8&lang=en_US)
IBM Ethernet Switch g-series standalone or stackable access layer switches with Power over Ethernet capability (Machine-type 4002 Models G4A, G5A) - Announcement letter 109-208 (http://www-01.ibm.com/common/ssi/ShowDoc.jsp?docURL=/common/ssi/rep_ca/8/897/ENUS109-208/index.html&breadCrum=DET001PT022&url=buttonpressed=DET002PT005&specific_index=DET001PEF502&DET015PGL002=DET001PEF011&submit.x=7&submit.y=8&lang=en_US)
IBM Ethernet Router m-series advanced switching routers for the network infrastructure (Machine-type 4003 Models M04, M08, M16) – Announcement letter 109-184(http://www-01.ibm.com/common/ssi/ShowDoc.jsp?docURL=/common/ssi/rep_ca/8/897/ENUS109-208/index.html&breadCrum=DET001PT022&url=buttonpressed=DET002PT005&specific_index=DET001PEF502&DET015PGL002=DET001PEF011&submit.x=7&submit.y=8&lang=en_US)
IBM Ethernet Switch s-series high performance switches for network convergence (Machine-type 4003 Models S08, S16) - Announcement letter 109-185(http://www-01.ibm.com/common/ssi/ShowDoc.jsp?docURL=/common/ssi/rep_ca/5/897/ENUS109-185/index.html&breadCrum=DET001PT022&url=buttonpressed=DET002PT005&specific_index=DET001PEF502&DET015PGL002=DET001PEF011&submit.x=7&submit.y=8&lang=en_US)
The Data Center Networking products are Customer Set-Up (CSU). The basic warranty service is 9 hours per day, Monday - Friday, excluding holidays; next business day response (NBD) - calls must be received by 5 p.m. local time.
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM System Storage and TotalStorage Support, continued…These products contain Customer Replaceable Unit parts. (See the earlier section on CRU parts.) Included in the list of Tier 1 parts are: Management module, Switch Fabric modules, PCMCIA ATA flash memory, Transceivers, Serial cable, Power cords, Power supplies, Grounding kit, Blank panels for modules and power supplies, Rack mount kit. You may install a Tier 2 CRU yourself or request IBM to install it at no additional charge. CRUs will be shipped for next business day (NBD) delivery (based upon availability). Warranty service upgrades are available to allow IBM to install CRU parts.To find out more about these upgrades or to learn about additional Premium Services Special Bids (e.g., How To Support/Account Advocate/ETS), contact IBM at: 1-888-426-4343. When calling for support, call 1-800-IBM-SERV and request Hardware support.Tape Support ... IBM’s Tape Storage Systems range from tape drives to linear tape to libraries and virtualization. Among the products designated as Customer set-up are: TS2230, TS2240, TS3100, TS3200, and TS3310. The TS3500 Tape Library is installed by an IBM SSR, however, the TS1030 and TS1040 Tape Drives, which are designed for installation in the TS3500, are designated as CSU machines.The TS7500 (TS7520 or TS7530) is a tape virtualization solution made up of several components. An IBM SSR will install the hardware, however, the customer is responsible for the setup and customization of the TS7500 software. It is highly recommended that the IGS Services Team be engaged to setup and configure the TS7500 system. For additional information on these services, call 1-888-426-4343. When calling in for support, the corresponding machine type should be used for each of the following products
Name Machine Type Name Machine Type Name Machine Type
TS1030 3588 TS2900 3572 TS7530 3954
TS1040 3588 TS3100 3573 TS7650G 3958 DD1
TS1120 3592 TS3200 3573 TS7680 3958 DE2
TS1130 3592 TS3310 3576 TS7720 3957
TS2230 3580 TS3400 3577 TS7740 3957**
TS2240 3580 TS3500 3584
TS2340 3580 TS7520 3954
When calling IBM for support for the TS7500 Virtualization Engine (TS7520 or TS7530), follow these guidelines:If you are certain the problem involves the TS7520 software, or if you are uncertain whether the problem involves the TS7520 hardware or software, choose the Software option. Then identify the TS7520 as your product and supply your customer number as proof of purchase.Choose the Hardware option only if you are certain the problem involves solely the TS7520 hardware. After you select Hardware, enter the appropriate 4–digit Machine Type for the hardware component that displays a problem (3954 for the TS7520 Server; 3955 for the TS7520 Cache Module or the TS7520 Cache Controller)and the S/N for that component.Note: For US Customers calling 1(800) IBM SERV, you are asked to select a Hardware or Software option. Unless you are certain the problem involves the TS7520 hardware, choose the Software option. ** For the TS7740, machine type 3957 should be used. If you know that the failing component is cache, you may use machine type 3956. If the failing component is the subsystem frame, use 3952. The TS7600 ProtecTIER Family combines IBM Hardware Machine Types and features with IBM Software features. It is important to follow these guidelines when calling for support.If you are certain the problem involves the TS7600 software, or if you are uncertain whether the problem involves the TS7600 hardware or software, choose the Software option. Then identify ProtecTIER as your product and supply your customer number as proof of purchase.Choose the Hardware option only if you are certain the problem involves solely the TS7600 hardware. After you select Hardware, enter the appropriate 4–digit Machine Type for the hardware component that displays a problem (3958 for the TS7650(G) Server or Frame; 3959 for the TS7610 3959-SM1.The TS7650G ProtecTIER De-duplication Gateway is comprised of the IBM System Storage™ TS7650G Server (Machine type/model 3958 DD1, DD3, DD4) combined with IBM System Storage ProtecTIER Enterprise Edition software.
Continued . . .
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IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM System Storage and TotalStorage Support, continued…
ProtecTIER Gateway’s attach to a variety of separately sold Storage devices, including IBM sold Machine Types. Service for Attached Storage is not implied or included with 3958 supportThe TS7650 ProtecTIER Appliance combines ProtecTIER Servers and Repository Storage in a single IBM 3958-AP1 Frame. ProtecTIER Appliance edition software and the repository are pre-configured prior to shipment. All contents of AP1 frames are supported under the frame’s MT/SN. The TS7680 ProtecTIER Deduplication Gateway for System z® (3958-DE2) hardware and the IBM System Storage ProtecTIER Deduplication Gateway for System z V1.1 software are designed to help address the tape processing needs of System z data centers. TS7680 systems are essentially a Frame Based Gateway, e.g. a Pre-configured frame with ProtecTIER Servers and Mainframe Controller features, that attach to separately sold Storage, including IBM sold Machine Types. Support for attached Storage is via the attached storage MT/SN. The TS7610 ProtecTIER SMB Appliance combines ProtecTIER Server hardware and Repository storage in a small 3U(w/Mounting Tray) form factor. ProtecTIER Entry edition software and the repository are pre-configured by manufacturing. The TS7610 is a Customer Set-up machine, is the only ProtecTIER Machine type with a mix of FRU and CRU. ProtecTIER "How to" and usage support, as well as defect support for the ProtecTier software is provided through the software support path and requires an active software maintenance contract (SWMA). Defect support for the TS7560G, TS7650 Appliance, TS7680 Gateway for System z or the TS7610 hardware is covered by warranty or maintenance for the affected Machine Type.The data storage feature activation (DSFA) application provides feature activation codes to technically activate licensed functions acquired for your TS2900, TS3100 and TS3200 machines. To access DSFA, you must enter information about your machine. You can find this information on the label affixed to the front bezel of your machine. The DSFA application can be found at the Data storage feature activation site (https://www.ibm.com/storage/dsfa/index.jsp).
Storage Services… http://www-935.ibm.com/services/us/en/it-services/storage-and-data-services.html
Support Line… http://www.ibm.com/services/us/index.wss/so/its/a1000030
For usage and how-to support, many storage products require a Support Line contract. For a complete list of products supported by Support Line in the U.S., visit the Supported Product List site (http://www-03.ibm.com/services/supline/products/)To purchase a Support Line contract, call: 1-888-426-4343IBM Remote Technical Support Services—enhanced technical support (ETS) (http://www-935.ibm.com/services/us/en/it-services/software-support-services-enhanced-technical-support.html)ETS is a premium remote service offering, available in the U.S., that helps provide proactive support, priority, enhanced response for severity one calls and an assigned IBM focal point to help keep your IT environment operating at peak efficiency. With ETS, you’ll have the convenience of priority access through a technical, single point of contact available 24x7x365. This service is available for many storage products as well as for some system servers and operating systems. See a current list of ETS supported products (http://www-03.ibm.com/services/sl/products/javaETS.html) Implementation Services(http://www-935.ibm.com/services/us/index.wss/offerfamily/gts/a1027724)IBM offers services ranging from installation and implementation to storage management, data migration, disaster recovery, and data security. The DS4000, FlashCopy® on the DS4000, DS6000, DS8000, and NAS are among the products for which IBM offers Implementation Services. Consider taking advantage of these services so that your equipment will be up and running smoothly and quickly, with limited interruption to your business. For more information visit the Index of Services site (http://www.ibm.com/services/us/index.wss/offerfamily_services/its/a1000437)Note: Some services may not be available in Canada but may be performed under a custom contract. For assistance with these services in Canada, call: 1-800-426-2255
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IBM Customer Support Plan - Support for Software (U.S. and Canada)
IBM Software Group (SWG) software support for DB2 Information Management, Lotus, Rational, Tivoli, and WebSphere products
What is IBM Customer Software Support?IBM's software support strategy combines information and processes designed to help you successfully use the IBM software you have acquired, including: Web-based and voice access
options Global network of support centers
with expertise across our broad portfolio
Local language support in major countries
Fixes to known problems Ability to help customers find
solutions to problems in their unique environment
Key Points to Remember IBM strives for high quality software, but because of complexity, it may not be not totally defect free. Problems need to be reported. The most cost-effective software support offering is remote support, but higher level service is available at additional cost. Problem determination and resolution is a joint effort, combining IBM expertise and your expertise as our customer. IBM has common names for three types of support questions: "Defects", "How To" and "New Features"
For detailed information, see the IBM Software Support Handbook (http://ibm.com/support/handbook)
Program / Warranty Services and Self Help Basic self-help capabilities (http://ibm.com/software/support) Search for known defects (APARs), corrections, and download software fixes (PTFs) Information on how to purchase enhanced and premium support Links to useful technical information (white papers, RedbooksTM, etc.) For Distributed (IPLA) Software and One Time Charge:
o No voice support access, including defect & "how-to"o No electronic support to report new problems including defect and "how to"o No performance tuning assistance
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 25
IBM Customer Support Plan - Support for Software (U.S. and Canada)
For Mainframe (zSeries®) Software (MLC [monthly license charge]):
Attention: Using only Self-Help is not recommended if you have a mission-critical deployment of IBM software in your environment.
Enhanced SupportEnhanced Support offers voice and electronic access to report defect and "how to" questions: Self-help A 2-hour response goal 24/7 coverage for Severity 1 problems Normal business hour coverage for Severity 2 to Severity 4 problems View and manage problem status on the Internet With no limits on number of IT Professionals who can call A worldwide infrastructure: support in native languages and time zones
Enhanced Support does NOT include:
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 26
Voice support - defect only Severity 1 issues, 24 x 7 available
No usage or "how-to" assistance. No performance tuning assistance.
On-site support Network design Support for products past their End of Support
(EOS) date Analysis of customer's program code (i.e., exits,
applications)
Data/database design and recovery Diagnosis and analysis of non-IBM products Application or product integration help Performance and tuning
IBM Customer Support Plan - Support for Software (U.S. and Canada)
What is "My Notifications"?
Passport Advantage®Software Subscription and SupportPassport Advantage® (PA) is the method for obtaining "Enhanced Support" on distributed software products:
Software SupportIBM is encouraging customers to open all severity 2, 3 and 4 service requests using the Service Request tool (http://www.ibm.com/support/entry/portal/Open_service_request). In the case of severity 1 service requests, which can be opened using voice support, phone numbers are different for other countries and can be found under Technical Support contacts in the online Planetwide directory (http://www.ibm.com/planetwide/).
Summary of Included SupportDistributed Software (IPLA)* and Operating Systems zSeries (S/390) MLC** zSeries (S/390) OTC***
Included With First Year Of Purchase---Included In Subsequent Years---SW Subscription and Support Renewal
Defect Support+ "How To" Questions+ Self Help+ Enhanced Support
Defect Support("How to" fee based)+ Self Help+ Enhanced Support
Defect Support("How To" fee based)+ Self Help+ Enhanced Support
Available For Additional Fee Premium Support Premium Support Premium Support
* IPLA = international program license agreement** MLC: monthly license charge*** OTC: one time charge
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 27
A subscription service you sign up for It is customized to you
Products you are interested in Information you want to have at your
fingertips Links to the latest software downloads for interim
fixes or fix packs View events (for example, WebSphere®, DB2®
Information Management, Lotus®)
Weekly e-mail notification options Flashes Important information Problems and how to avoid them New information available and where to
find it Best Practices
Includes upgrades (subscription) during life of agreement
Notification by e-mail of new releases ready for download or when media pack available for purchase
Electronic Access must be Authorized through PA Primary Contact
Must designate a Site Technical Contact (STC) Customer-assigned individual - usually a technical manager STC coordinates the information provided to callers (IBM
Customer Number and products covered) Manages authorized caller list for electronic support access Callers can be both internal to your company or BP you
authorize Multiple Site Technical Coordinators can be assigned, if
needed
Help for STCs is available (http://ibm.com/software/support) in the "Help" section of
IBM Customer Support Plan - Support for Software (U.S. and Canada)
IBM Software Premium SupportPremium support service offerings are targeted at customers who want a proactive partnership level of support services to complement enhanced support. There is increased communications with the customer, providing a better relationship on support issues and overall with IBM. Builds an intimate knowledge of customer's environment with IBM
Consistent, ongoing relationship Works as extended member of customer IT team Looks for ways to represent customer support needs within IBM
Focused on proactive and preventative services Customer knowledgeable resources focus on preventing problems from occurring
Executive reporting to help with ongoing activity and future planning On-site services available for technical issues
Improves Customer IT staff efficiency By giving access to the latest updated information & technology By allowing contact with Developers and Senior Engineers on the phone or face to face, thus benefiting from
high expertise and from other customers' experiences
Additional extra fee offerings may be offered by IBM Global Services. See the Maintenance and Technical Support Services Web site (http://www-935.ibm.com/services/us/en/it-services/maintenance-and-technical-support-services.html).
IBM Premium Support Services Now Available
Overview of Offering One (tiered) offering structure all software brands Tied to key solutions and customer needs vs. brands or
products Common Terms and Conditions, contracting,
entitlement Common delivery strategy with worldwide consistency Complementary to IBM Global Services offerings
Deliverables Proactive Support Access to deeper technical Skills Account Management Knowledge Sharing Problem Management and Reporting Premium Telephone and Electronic Support Services On-site Services Emergency Response Services Support Extensions (available for a minimum of two years
after "end of support")
Geo-Specific IBM Software Premium Support Services Contacts(http://www.ibm.com/software/support/premium/contactus.html)
Americas: Alex Lewis at: [email protected] APAC: Hwee Leo Yeo: [email protected] Europe (North East): Ricard Voaden: [email protected] Europe (South West): Bruno Goirand: [email protected]
Complete information about IBM's Software Premium Support Services can be found at Software Premium Support Web site (http://www-01.ibm.com/software/support/acceleratedvalue/).
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 28
IBM Customer Support Plan - Support for Software (U.S. and Canada)
IBM Support Lifecycle PolicyIBM's goal is to give customers a reasonable amount of time to purchase, install, productively use and migrate to the next product release. The IBM IPLA Software Support Lifecycle 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. IBM currently has 2 support lifecycle policies in effect, depending on the individual product. These are called the “standard” and “enhanced” IBM IPLA Support Lifecycle Policies. They are alike except for the length of time technical support will be available.
Announced on February 19, 2008, the elements of the enhanced Support Lifecycle Policy for selected Information Management, IBM Lotus, IBM Rational, IBM Tivoli and WebSphere products are:
• Provide a minimum of 5 years of product technical support beginning at the planned availability date of the version/release of the product.
• Ensure support is available for all IBM components of a product or until the product or bundle is withdrawn from support. In addition, all components of a bundle have a common End of Service date.
• Publish a notice of support discontinuance (“End of Service”) for a product at least 12 months prior to the effective date.
• Align the effective date of support discontinuance (“End of Service”) to occur on common dates either in the months of April or September.
• Make support extensions available, for an additional fee, for a minimum period of three (3) years following the product's effective support discontinuance date. Support extensions are designed to allow migration to the current release to be successfully completed.
Products that are not currently covered by the enhanced IBM Support Lifecycle policy above continue to have the existing standard support lifecycle policy, which includes:
• Provide a minimum of 3 years of product technical support beginning at the planned availability date of the version/release of the product.
• Ensure support is available for all IBM components of a product or until the product or bundle is withdrawn from support. In addition, all components of a bundle have a common End of Service date.
• Publish a notice of support discontinuance (“End of Service”) for a product at least 12 months prior to the effective date.
• Align the effective date of support discontinuance (“End of Service”) to occur on common dates either in the months of April or September.
• Make support extensions available, for an additional fee, for a minimum period of two (2) years following the product's effective End of Service (EOS) date. Support extensions are designed to allow migration to the current release to be successfully completed.
Please refer to the End of Support (EOS) link on the Software Support Lifecycle Web site (http://www.ibm.com/software/support/lifecycle/) for the support period that applies.
How to find details about IBM Software SupportIf you need further information about the different software support options IBM offers, what the responsibilities are of the Site Technical Contact, phone numbers of support sites around the world, or any other support information, you can go to one source -- The IBM Software Support Handbook (http://www.ibm.com/support/handbook).
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 29
IBM Customer Support Plan - Support for Hardware and Operating Systems
IBM Power (System p) Operating System Software SupportIBM Software Maintenance for AIX 6.1 Operating SystemsIBM® world-class Software Support is available under the Power® Software Maintenance (SWMA) Solution. This Solution for the AIX 6.1 Operating System takes IBM's software subscription for upgrade entitlement and IBM's world-class technical support organization, and combines them into a single offering for IBM Power™ systems running AIX 6.1.
The SWMA offering provides prime shift coverage during normal country business hours with off-shift coverage for emergency (severity 1) problems. An open authorized caller list will provide access on demand to IBM product specialists. Automatic notification and online updates on demand will provide the latest versions and releases to your eligible software.
In the U.S., a 24x7 all severity option is also available for purchase.
SWMA also lets you take advantage of both telephone and electronic access to IBM's service specialists, who can address a wide variety of questions and concerns, including: Usage and installation Product compatibility and interoperability Interpretation of product documentation Diagnostic information review to help isolate the cause of a problem Configuration samples IBM and multi-vendor database searches Assistance with problem source identification and problem resolution.
The AIX® SWMA and upgrade center is your online ordering tool to purchase software maintenance and support. Whether you are buying new software, upgrading or renewing, this is the fast and foolproof way to shop.Contact a product specialist — If you would like a trained ibm.com product specialist to assist you with your purchase, choose from the following options and we will help you place your order. Call 1-866-426-0472.
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 30
IBM Customer Support Plan - Support for Hardware and Operating Systems
IBM System i Operating System Software Support IBM Software Maintenance for System iEntitlement to software upgrades and access to IBM's world-class software support is now available under a single offering -- "Software Maintenance (SWMA) for IBM System i™ / iSeries OS/400®, i5/OSTM, and Selected Products." This new solution service for the IBM i5/OS and OS/400 operating systems (and their associated select group of products) and takes IBM's software subscription for upgrade entitlement plus access to IBM's world-class technical support organization, and combines them into a single offering for IBM System i systems running OS/400 and i5 systems running i5/OS.The SWMA offering provides prime shift coverage during normal country business hours with off-shift coverage for emergency (severity 1) problems. An open authorized caller list will provide access on demand to IBM product specialists. Automatic notification and online updates on demand will provide the latest versions and releases to your eligible software. SWMA also lets you take advantage of both telephone and electronic access to IBM's service specialists, who can address a wide variety of questions and concerns, including: Usage and installation Product compatibility and interoperability Interpretation of product documentation Diagnostic information review to help isolate the cause of a problem Configuration samples
IBM and multi-vendor database searchesIBM offers assistance with problem source identification and problem resolution. SWMA is included, with its appropriate price with new iSeries and i5 systems configured with OS/400 and i5/OS. All current upgrade entitlement and support contracts will be honored through their expiration. Your IBM representative can provide information about your options for migrating to SWMA.
IBM Software Support HandbookAnother source of information on IBM's software support is found in the Software Support Handbook (http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html)
System i Information CenterA great source of information for planning and implementing solutions using System I servers can be found in the IBM i and System i Information Center (http://publib.boulder.ibm.com/eserver/ibmi.html).
System i Home PageRemember, all IBM i related information can always be reached from the main System i home page (http://www.ibm.com/systems/i/). Be sure to "start here."
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 31
IBM Customer Support Plan - IBM Global Services (U.S. and Canada)
The Works ... the full range of Support and Services from IBM Global ServicesWe recognize that you need support that goes beyond resolving hardware problems. To succeed, your business needs support that offers solution optimization, maximum availability, proactive care, and access to experts. IBM service and support does all that -- including quick response throughout your systems' life cycle. Visit the IT Services Web site (http://www-935.ibm.com/services/us/en/it-services/gts-it-service-home-page-1.html).
For IBM Servers -- the Technical Support Advantage The Technical Support Advantage helps you gain competitive advantage and allows for expandability as you grow, whether you have a small or large IT shop. It helps to provide for things like reliability, availability, serviceability with confidence in your solution.
IBM Sales Representatives or Business Partners can help you with the right IBM solution for your needs by using key leading-edge IBM centers, which can tap the full strength of the IBM Corporation for you and draw on the right technical expertise you need. Experienced IBMers are available to partner with you to design and test your solution before implementation. These centers are powered by the breadth and depth of our leadership, skills, and experience with IT infrastructures.
Visit the IBM Support Portal (http://support.ibm.com).
Each key area gives you powerful reasons for buying and using IBM Server systems:
Skills enablement - http://ibm.com/training Exclusive documentation - http://www.redbooks.ibm.com/
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 32
Maximize your IT investment with IBM technical training(http://ibm.com/training)IT Education Services is the world's largest IT training provider.In the U.S. or Canada, call 1-800-IBM-TEACH (426-8322)
IBM Customer Support Plan -- The Works (IBM Global Services) -- for the U.S. and Canada
IBM "How To" and Software Services (Fee-Based)(US) 1-888-IBM-4343 or (CAN) 1-800-426-2255Prevent outages, accelerate issue resolution and meet service level requirements with consolidated onsite and remote software support. IBM Software Support Services (http://www-935.ibm.com/services/us/en/it-services/services-a-to-z.html) can help you: Reduce operating costs and increase efficiency Improve availability and reduce downtime Reduce complexity Ease resource and skills constraints.
IBM Operational Support Services:In addition to Support Line (see sidebar) IBM Integrated Technology Services offers:
IBM Remote Technical Support Services: Account Advocate
(http://www-935.ibm.com/services/us/en/it-services/software-support-services-account-advocate.html) This premium remote support service features a single source technical support interface for remote support. Highlights include: personalized management for your software support problems through an assigned priority support team, a single source of support throughout problem resolution for operating system problems, operating system problem escalation assistance, cross-platform assistance through interfacing with other IBM departments for problem resolution, and help determining problems involving other support resources.
IBM Software Support Services: Enhanced Technical Support
(http://www-935.ibm.com/services/us/en/it-services/software-support-services-enhanced-technical-support.htmlThis service is designed to provide an integrated, proactive approach to support high-availability, complex IT environments. A designated team of technical support specialists can work as a remote extension of your IT staff. Using proprietary analytical tools, the team monitors your IT environment, including hardware, software and systems, and provides direction and advice based on ongoing reports.
End User Support Services (http://www-935.ibm.com/services/us/en/it-services/end-user-services.html)
This integrated set of preventive, self-enablement and assisted-support technologies—as well as on-site support—designed to provide one-on-one assistance to users. Leveraging these autonomic methods and technologies, you can reduce the number of help desk support requests and shorten the duration of help desk calls to lower costs and improve the overall productivity and satisfaction of end users. And with the ability to avoid problems before they occur, you can simplify your support organization, better manage expenses by avoiding escalating costs associated with multiple service desks, and achieve greater system reliability and availability.
Note: Some services may not be generally available in Canada but may be done as a custom contract. For additional information in Canada, please contact: 1-800-426-2255
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 33
Support Line(http://www-935.ibm.com/services/us/en/it-services/software-support-services-base-software-support-for-support-line.html)Get telephone or electronic access to our highly-trained technical support specialists, who can serve as your one source for remote software support services. High-quality technical
support for IBM and select multi-vendor software, including Linux (and Linux clusters), Microsoft, SAN/NAS, and Disk/Tape.
A supplement to your internal staff with IBM's skilled services specialists
Fast, accurate problem resolution to help keep your IT staff productive
Options for enhanced coverage and a single interface for remote support
Software support for non-IBM platforms
Includes software defect support
Leverages IBM alliances with Red Hat and Novell
Support for your international environment
IBM Customer Support Plan -- The Works (IBM Global Services) -- for the U.S. and Canada
A summary of IBM Services Details on any of the services below are available at the Services Web site (http://www.ibm.com/technologyservices/us/en/).
Integrated technology services
Business continuity and resiliencyEnd userIntegrated communicationsIT strategy and architectureMaintenance and technical supportMiddleware
OutsourcingSecurity and privacyServerSite and facilitiesStorage and data
IT strategy and architecture services
IT management consultingIT transformation and optimization consulting
SOA infrastructure consulting
Business consulting services
Customer relationship managementFinancial managementHuman capital management
Strategy and changeSupply chain management
Application services
Application developmentWireless applicationsEnterprise integrationPortals, content, and e-commerceCustomer experience, branding and usability design
Staff augmentationApplication out-taskingDesign-build-managePortfolio outsourcingCo-management
Product-specific services
Implementation servicesServices for System z, Power, and System x serversBusiness Intelligence E-mail and collaborationEnterprise application solutions /supply chain managementImplementation servicesLife sciencesOn Demand BusinessProduct life cycle management Scientific and technicalServer consolidation
TotalStorage Services AssessmentCentralized backup/restoreConnectivityInfrastructureMigration/implementationManaged ops / supportNetworking/network integrationPerformance managementPlanning and designSecurityTestingTivoli
Software ServicesEnhanced ServicesSupport LineElectronic Service Agent (no charge)SmoothStartInstallationMigration/implementationData managementNetworking/communicationsOperating systemsSystems managementWeb application serversPassport AdvantageStorage Implementation Services(http://www-935.ibm.com/services/us/en/it-services/storage-and-data-product-services.html)
Outsourcing Applications on Demand™Data center outsourcinge-mail archive and records managementEntrust Hosted Services
Global expense reportingManaged hostingManaged storageNetwork outsourcing
Output managementVirtual Hosting – Linux virtual servicesWorkforce mobility
IBM Global Financing
Business PartnersCommercialInternational financing
IT products and servicesFinancing toolsLow rate financing
Medical imaging equipment buy-back Project financing
Asset recovery IBM Express Asset Recovery Solutions
Large quantity services for recycling and disposal
Engineering services
Semiconductor solutionsEngineering solutions
Cell Broadband Engine technology
Deep computingIntellectual property
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 34
IBM Customer Support Plan - Support for Hardware and Operating Systems (U.S. and Canada)
IBM Inventory Online – U.S. OnlyIBM Inventory Online (http://www.ibm.com/support/operations/us/en/invol.html) lets you access IBM inventory information for your company via the Internet.
This will enable you to view inventory information quickly, including: Hardware maintenance and software maintenance, including
expiration data Warranty information IGF contract information ServicePac information Eliminate the need to request this data from your IBM sales or
support contact Reduce the need to handle paper reports (You can also request
updates to inventory records electronically)
No additional charge! There are no IBM charges associated with Inventory Online. No special software is required. The only requirement is an Internet browser and connection.
Register for access. To assure the privacy of your IBM inventory data, each Inventory Online user must register with IBM to receive a user ID and password. A specific list of IBM customer numbers will be associated with each user, to ensure that each user sees only the inventory data for which authorization has been received. New users are authenticated; that is, before giving anyone access to the inventory for a particular company or organization, IBM will verify that the new user is indeed employed by that company or organization.
Registration Instructions:1. Access the Inventory Online URL
(https://www.ibm.com/support/operations/inventory)2. If you have previously registered with IBM Registration, type in your user
ID and password and click "Sign In". On the next panel, click the link to "Update Profile." You will be asked to re-enter your user ID and password. Skip to Step 4.
3. If you have NOT previously registered with IBM Registration, please click the "Register" button. Complete the registration form that is provided.
4. Review the information in the form for accuracy, make any necessary updates, then click "Continue".
5. Review the acknowledgment, then click “Continue".6. Indicate how you would like to be authorized for Inventory OnLine
access -- by customer number(s) or enterprise number. Indicate your account type -- IBM Business Partner, Federal, Commercial or State & Local Government, then click "Submit."
The next screen is the confirmation. You will receive an e-mail from IBM within two business days informing you that your registration has been processed
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 35
Designate a customer number or machine type search. The first screen lets you search for: data by customer number a customer number by location enterprise-wide data a specific type-serial data by system type and system number
Select inventory search criteria. This screen lists the inventory search tabs available to you – Product, Hardware, Software, IGF Lease and Warranty expirations. View IBM Products. IBM servers, peripherals, associated software, and selected PC hardware products are available for viewing in Inventory OnLine. Also included are IBM products purchased from an IBM Business Partner. View the inventory detail. You will see the same inventory information that is reflected in IBM's inventory databases.Print. As long as your browser has a print function, you can only print from the initial display panel screen. There is also an enhanced printing option in which you can designate specific pages of data to print in a report format.Download. When an inventory inquiry results in multiple line items of data, you can request the information be downloaded to a spreadsheet on your workstation. This will provide easier manipulation of the data for inventory reconciliation purposes.Update Request. An update request form is also available in the Inventory OnLine tool. This will enable you to submit inventory changes electronically. When you submit the completed form, it will be sent to the IBM Customer Support Operations team for processing.Navigate. It is easy to jump back to review customer numbers again, to select a different option from the inventory search criteria panel, to designate a different customer number, etc. Just click the appropriate area on the navigation bar. Get help. Although users find Inventory OnLine easy to use, there may be occasions when you need assistance. From any screen you can click on "Help" to bring up additional information about Inventory OnLine. Communicate with us. Inventory OnLine’s feedback function allows you to electronically communicate with us if you have a question or comment regarding the tool. You can also click “CHAT NOW.”Questions? Dial 1-877-504-8930.
IBM Customer Support Plan -- IBM Global Services -- for the U.S. and Canada
IBM ServicePac (fee-based prepackaged services) can help you make the most of your IT investment Each prepackaged service (http://www-1.ibm.com/services/us/index.wss/summary/its/a1002451) includes a specific statement of scope, service agreement terms and conditions, plus easy-to-follow instructions. In each row, products with red check marks are supported.
ServicePac Name Description System xxSeries
Blade Intelli-Station
Storage
ServicePac for Essential Support for System x and BladeCenter(http://www-935.ibm.com/services/us/en/it-services/servicepac-for-essential-support-for-system-x-and-bladecenter.html)
Provides a single source for your IBM System x and IBM BladeCenter® hardware and software support needs. Through this integrated support contract you now have access for your hardware break-fix needs as well as support for your how-to, usage and configuration questions.
ServicePac for Remote Technical Support Services (http://www-935.ibm.com/services/us/en/it-services/servicepac-for-remote-technical-support-services.html)
Unlimited hardware and software phone support
ServicePac for Hard Drive Retention (http://www-935.ibm.com/services/us/en/it-services/system-x-servicepac-for-hard-drive-retention.html)
Helps you retain your hard drive—and all its vital data—with one comprehensive support contract
ServicePac for Post-Warranty Maintenance Agreement(http://www-935.ibm.com/services/us/en/it-services/post-warranty-maintenance-agreement-servicepac.html)
Options for service response and duration times designed to fit business needs
ServicePac for Warranty and Maintenance Options(http://www-935.ibm.com/services/us/en/it-services/servicepac-for-warranty-and-maintenance-options.html)
Stay up and running around the clock with enhanced hardware support.
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 36
IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers
Customer Support OnLine – US Did you ever: Want to view an IBM invoice, pay an invoice, or ask a question about it -- on the Internet?
Our "Invoices On-Line" eTool (http://www.ibm.com/customersupport/us) is free and easy to use. NOTE: These options may not be available if you purchased your IBM systems from an IBM Business Partner.
Register for Invoices On-Line (http://iol.dbexpress.net/am/us/en/ ).
For registration assistance, call 1-877-504-8930, option 2 or e-mail [email protected] Want to see your inventory or ask a question about a machine's maintenance status -- on the Internet?
Register for Inventory OnLine (http://ibm.com/support/operations/inventory/ ).For registration assistance, call 1-877-504-8930, option 1. Want to check the status of an order?If you are a large enterprise client with an IBM Easy Access site, Integrated Order Status, with all of its robust reporting capability, is available to you. Please contact your Web Sales Manager for assistance.For all of our other clients, Order Status OnLine provides users access to order information including pertinent dates, carrier and invoicing information throughout the life cycle of any order.
View your order status (http://ibm.com/account/orderstatus/us /).For assistance, call 1-877-504-8930, option 3. Want to process your IBM contracts quickly and securely on-line? Contracts OnLine is a secure web based application that supports the
entire contracting life cycle management.
Register for Contracts OnLine (http://ibm.com/support/operations/contracts ).Please contact our Customer Support OnLine team prior to registration atl 1-877-504-8930, option 4 Interested in taking advantage of any of IBM's other electronic invoice delivery or payment options? Ask your Sales Rep, Customer Relationship Rep, or Sales Relationship Rep about any of these topics:E- invoicing allows automated integration between IBM and your Accounts Payable or Supplier Network. Electronic Data Interchange (EDI), for the electronic delivery and payment of invoicesInvoice consolidation, to combine multiple accounts on one invoiceDirect Debit, to save .25% by allowing auto-withdrawal of IGF invoices from your bank accountProcurement "P-"cards (credit card) payment options for miscellaneous small purchases for which the PO process is too cumbersome.
Commercial & State & Local Government Customers 1-877-426-6006US Federal Government Customers 1-800-333-6705IBM Business Partners 1-800-426-9990
We welcome your questions, comments, and feedbac©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 37
Customer Fulfillment provides the following types of non-technical support: Order entry and order management for hardware,
software, and publications
Scheduling and delivery coordination
Contract management for IBM maintenance, services, purchases, and software licensing
Inventory record keeping
Billing and invoicing reconciliation and customization
Collection and reconciliation of accounts receivable
Customer Support OnLine ( www.ibm.com/customersupport/us )
CSOL can help you understand and clarify many non-technical queries you may have involving: Order entry and order management for hardware, software, and publications
Invoices and payments -- including billing options, payment methods, and terms, plus dispute resolution
Tracking of hardware and software type/model/serial numbers
Administrative support for maintenance and service contracts, including billing
Order information status
SW order management, contract management, inventory management, billing, disputes, and expiration/renewal management
If you are calling, depending on the type of inquiry, please have the following available:
Customer number
Order confirmation number
Contract number
Invoice number
Make Contact! You may also contact CSO via the phone numbers below:
IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers
Customer Support OnLine - CanadaCustomer Support Online Web sitehttp://www.ibm.com/customersupport/ca
Do you want to view or print an IBM invoice, or ask a question about it -- on the Internet? Our "Invoices On-Line" eTool is free and easy to use.
Register for Invoices On-Line (http://iol.dbexpress.net/am/ca/en )
For more information call 1-877-504-8930
Want to check the status of an order online? If you are a large enterprise client with an IBM Easy Access site, Integrated Order Status, with all of its robust reporting capability, is
available to you. Please contact your Web Sales Manager for assistance. For all of our other clients, Order Status OnLine provides users access to order information including pertinent dates, carrier and
invoicing information throughout the life cycle of any order.
View the status of your order (http://www.ibm.com/account/orderstatus/myorders/login?cc=ca&lc=en )
For assistance, call 1-877-504-8930
Want to view your receivables position with IBM – on the Internet? Our Statements OnLine eTool makes this possible
This includes IBM invoices, credits, payments and disputes The powerful filter (search) tool allows users personalize their results A built in link to Invoices On-Line will show the invoice details
Register to view Statements (http://www.ibm.com/support/operations/statement )
For more information, call 1-877-504-8930
Do you have other administrative questions about your account and inventory?
For information or to initiate service requests, please visit our Web site (http://www.ibm.com/customersupport/ca).You may also contact CSO by phone at 1-866-880-CSOL or 1-866-880-2765.We welcome your questions, comments, and feedback.
©International Business Machines Corporation, 2014 Customer Support Plan . . . . . Page 38
Customer Fulfillment provides the following types of non-technical support: Order entry and order management for hardware, software,
and publications Scheduling and delivery coordination Contract management for IBM maintenance, services,
purchases, and software licensing Inventory record keeping Billing and invoicing reconciliation and customization Collection and reconciliation of accounts receivable
Customer Support OnLine (CSOL) can help you understand and clarify many non-technical queries you may have involving: Invoices and payments -- including billing
options, payment methods, and terms, plus dispute resolution
Tracking of hardware and software type/model/serial numbers
Administrative support for maintenance and service contracts
Order information status
Make Contact!
If you are calling, depending on the type of inquiry, please have the following relevant information available, which may include your: Customer number
Order confirmation number
Contract number
Invoice number
IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers
IBM Support Web SitesGeneral Support Corporate Home Page http://ibm.com/
Global Financing http://www.ibm.com/financing/
Products and Services/Shop IBM http://www.ibm.com/products/us
Redbooks http://www.redbooks.ibm.com
Techdocs, the Technical Sales Library
http://www.ibm.com/support/techdocs/atsmastr.nsf/Web/TechDocs
Technical Support Directory (Global)
http://www.ibm.com/planetwide
Technical Support Directory (Canada)
http://www.ibm.com/planetwide/ca/
Technical Support Directory (U.S.)
http://www.ibm.com/planetwide/us/
Technical Support / Downloads Home
http://www.ibm.com/supportportal
Administrative Support - Orders, Inventory, Accounting…more Customer Support Operations Home Page
http://www.ibm.com/jct03004c/support/operations/us/en/
Inventory Online https://www.ibm.com/support/operations/inventory/
Invoices Online https://secure2.iolportal.com/ibmiolus/
Canada: https://secure2.iolportal.com/ibmiolcanada/
Can. French:https://secure2.iolportal.com/IBMIOLCanada/EBPP/Company/IBMCANADA/index.cfm?fuseaction=loginform&company=IBMCANADA&language=fr-ca
Order Status Online https://www.ibm.com/account/orderstatus/us/
Canada: https://www.ibm.com/account/orderstatus/ca/en
Canada French: https://www.ibm.com/account/orderstatus/ca/fr
ServicePac Options: Warranty/ Maintenance
http://www-935.ibm.com/services/us/en/it-services/servicepac-for-warranty-and-maintenance-options.html
Electronic SupportIBM Electronic Support http://www.ibm.com/electronicsupport
IBM Support Portal http://support.ibm.com
Fix Central http://www.ibm.com/support/fixcentral
Services (IBM Global Services)IBM Global Services Home http://www.ibm.com/services/
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Services A to Z http://www.ibm.com/services/us/index.wss/allservices
ITS Technical Training http://www.ibm.com/training
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SSystem Storage and TotalStorage
Disk Systems Home Pagehttp://www.ibm.com/systems/storage/disk/DFSMS Family of Products
http://www.ibm.com/systems/storage/software/sms/index.html
Storage and Data Serviceshttp://www-935.ibm.com/services/us/en/it-services/storage-and-data-services.htmlIBM System Storage N series
http://www.ibm.com/storage/support/nseries/
Storage Area Network (SAN) http://www.ibm.com/systems/storage/san/index.html
Storage Software http://www.ibm.com/systems/storage/software/index.html
Tape Systems http://www.ibm.com/systems/storage/tape/index.html
System Storage Technical Support http://www.ibm.com/supportportal
System Storage Education http://www.ibm.com/jct03001c/services/learning/ites.wss/zz/en?pageType=page&c=a0011023
System Storage Virtualization http://www.ibm.com/systems/storage/software/virtualization/index.html
Tivoli® Storage Mgmt. Solutions http://www.ibm.com/software/tivoli/
System Storage / TotalStorage http://www.ibm.com/systems/storage/index.html
Power (System p)
System p Support Home http://www-03.ibm.com/systems/power/support/index.html
System p Education http://www14.software.ibm.com/webapp/set2/sas/f/genunix3/elearningdocs.html
IBM PureSystems Servers IBM PureSystems Support http://ibm.com/supportportal
IBM PureSystems Home Page http://ibm.com/puresystems
IBM PureSystems Training http://www.ibm.com/services/learning/ites.wss/zz/en?pageType=page&c=D257112B43423S41
IBM ToolsCenter https://www.ibm.com/support/entry/myportal/docdisplay?brand=5000016&lndocid=TOOL-CENTER
IBM FlexSystem Product Guides http://www.redbooks.ibm.com/abstracts/sg247984.html?Open
PureSystems Redbooks http://www.redbooks.ibm.com/Redbooks.nsf/portals/puresystems?Open&count=20
IBM Flex System Products and Technology
http://www.redbooks.ibm.com/abstracts/sg247984.html
IBM Flex System p260 and p460 Planning and Implementation
http://www.redbooks.ibm.com/abstracts/sg247989.html
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Guide
IBM Flex System Networking in an Enterprise Data Center
http://www.redbooks.ibm.com/abstracts/redp4834.html
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System z – MainframeSystem z Home http://www-03.ibm.com/systems/z/
Resource Link http://www.ibm.com/servers/resourcelink/
System z Education http://www.ibm.com/training
System z Software http://www-306.ibm.com/software/os/systemz/en_US/index.html
System z Operating Systems http://www-03.ibm.com/systems/z/os/
System z Networking http://www-03.ibm.com/systems/z/networking/
System z I/O Connectivity http://www-03.ibm.com/systems/z/connectivity/
System z Support http://www.ibm.com/supportportal
IBM Systems DirectorEditions http://www-03.ibm.com/systems/software/director/editions/index.html
Management Servers http://www-03.ibm.com/systems/software/director/downloads/mgmtservers.html
Agents http://www-03.ibm.com/systems/software/director/downloads/agents.html
Extensions (Plug-ins) http://www-03.ibm.com/systems/software/director/downloads/plugins.html
Partner Integration http://www-03.ibm.com/systems/software/director/downloads/integration.html
Updates http://www-933.ibm.com/support/fixcentral/
On-line Info Center http://publib.boulder.ibm.com/infocenter/director/v6r2x/index.jsp?topic=%2Fcom.ibm.director.main.helps.doc%2Ffqm0_main.html
Community-based support http://www.ibm.com/developerworks/forums/forum.jspa?forumID=759
Wikis https://www.ibm.com/developerworks/mydeveloperworks/wikis/home?lang=en#/wiki/W3e8d1c956c32_416f_a604_4633cd375569/page/IBM%20Systems%20Director
Best practices http://www.ibm.com/developerworks/wikis/display/WikiPtype/IBM+Systems+Director+Best+Practices+Wiki
Knowledge-base http://www-01.ibm.com/support/search.wss?rs=0&tc=SGZ2Z3&r=100&sort=desc
Demos http://publib.boulder.ibm.com/infocenter/director/v6r2x/index.jsp?topic=%2Fcom.ibm.director.main.helps.doc%2Ffqm0_c_elearning_getting_started.html
Service and Training http://www-03.ibm.com/systems/services/labservices/index.htmlhttp://www-304.ibm.com/jct03001c/services/learning/ites.wss/us/en?pageType=page&c=G365650T66033R15
Redbooks and White papers http://www-03.ibm.com/systems/software/director/resources.html
Electronic Service Agent http://www-947.ibm.com/support/entry/portal/docdisplay?lndocid=TOOL-ESA
SoftwareSoftware Support http://ibm.com/supportportal
Search for product names, error code, APAR number or phrase; Submit and track problems; Access Trials and betas; Link to product support pages and the Software Support Handbook
Open Service Requests https://www.ibm.com/jct03004c/support/electronic/portal/upr?category=2&locale=en_us
Passport Advantage® http://www.ibm.com/software/lotus/passportadvantage/
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Software License Agreements http://www.ibm.com/software/sla/sladb.nsf
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IBM Phone Numbers Customer Service Center............................................................................................................1-800-IBM-4YOU (426-4968)
A single point of contact if you do not know who to call at IBM Assists with information on IBM products and services, seminars and classes, marketing assistance, and more
Customer Support Operations (CSO) NumbersUS Commercial plus State and Local Government Customers................................................1-877-426-6006US Federal Government Customers.........................................................................................1-800-333-6705US Business Partners................................................................................................................1-800-426-9990
CSO provides the following types of non-technical support:Order entry and order management for hardware, software, and publicationsScheduling and delivery coordinationContract management for IBM maintenance, services, purchases, and software licensingInventory record keepingBilling and invoicing reconciliation and customizationCollection and reconciliation of accounts receivable
Customer Support Online Team...............................................................................................1-877-504-8930Canada Customer Support Online..............................................................................1-866-880-CSOL (2765)
CSOL -- Customer Support OnLine -- can help you understand and clarify many non-technical queries you may have involving: Order entry and order management for hardware, software, and publications Invoices and payments -- including billing options, payment methods, and terms, plus dispute resolutionTracking of hardware and software type/model/serial numbersAdministrative support for maintenance and service contracts, including billingOrder information status, and SW order management, contract management, inventory management, billing, disputes, and expiration/renewal management
Global Services' Integrated Technology Services (ITS) Sales..........................................US: 1-888-426-4343.................................................................................................................................. Canada: 1-800-426-2255
Can help you create systems, networks, and application infrastructures that support e-business on demand • networked functionality. Includes IT planning, implementation, support, and management services to help you maximize performance/availability, improve productivity, reduce costs, and increase your IT investments value
Hardware Technical Support Center........................................................................................1-800-IBM-SERV (426-7378)Serves as the primary contact for hardware problem reporting Accepts repair calls for hardware covered by an IBM Maintenance Agreement or Support ContractNotifies local IBM management if customer requests to contact them
ibm.com Sales Center.................................................................................................................................US: 1-888-426-4343.................................................................................................................................. Canada: 1-800-426-2255
Customers or IBMers can call this line to obtain information and order IBM products.
Parts Order Center (Boulder)............................................................................................................................1-800-388-7080To place a parts order for PCs, call between 8 AM - 7 PM, EST Monday - Friday. NOTE: Please be prepared to provide the IBM part number.
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Passport Advantage® Customer Care................................................................................................................1-800-978-2246
Printing Systems Service and Support .............................................................................(US) 1-800-IBM-SERV (426-7378)Printer Selection Center for presales assistance Technical Support for IBM Workgroup Laser Printers and MFPs (multifunction printers)
Publication Orders (including Redbooks®) and SLSS (System Library Subscription Services) Support .......................................................................US: 1-800-879-2755.......................................................................................................................................Canada: 1-800-IBM-4YOU (426-4968)
To order publications or to receive System Library Subscription Service (SLSS)
Software Subscription and Support Agreement (SWMA) Purchases............................................................1-866-426-0472This is the line customers can call for SWMA sales assistance
Software Technical Support Center (Support Line; fee-based, US & Canada)....................1-800-IBM-SERV (426-7378)Accepts calls for software tech support covered by IBM Licensing Agreement and Support ContractNotifies local IBM assistance if customer requests to contact themRemote customer technical support offering for all IBM operating systems & select non-IBM operating systemsAvailable for software that is not available through the Software Maintenance offering
Technical Training...................................................................................................................1-800 IBM-TEACH (426-8322)Classroom and on-site training, technical conferences, certification, and e-LearningTo receive information and/or enroll, call between 7 AM - 7 PM CST Monday - Friday.
Warranty Service.........................................................................................................................1-800-IBM-SERV (426-7378)
Warranty Sales....................................................................................................................................................1-866-723-7951
© International Business Machines Corporation 2014
IBM reserves the right to changes specifications or other product information without notice. This publication may include typographic errors and technical inaccuracies. The content is provided as it, without express or implied warranties of any kind, including the implied warranties of merchantability or fitness for a particular purpose. Some jurisdictions do not allow disclaimers of implied warranty so this disclaimer might not apply to you. NOTE: Although this document's information is currently accurate, be aware that contracts, terms, and conditions, support procedures, and assigned personnel can change at any time. This document does not modify or replace any contract in place between you and IBM and is subject to change based on the terms and conditions of the contracts in place between you and IBM.
IBM, the IBM logo, and ibm.com are trademarks of IBM Corporation in the United States and/or other countries. Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. Lenovo is a registered trademark of Legend Ltd Corporation in China and other countries. Linux is a registered trademark of Linus Torvalds. Other company, products, and services names may be trademarks or service marks of other companies.
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