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Definition

Enhanced Technical Support (ETS). Definition Optional add on to standard Base Support (SWMA/Support Line, Warranty/HWMA) that delivers the following

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  1. Enhanced Technical Support (ETS) Definition Optional add on to standard Base Support (SWMA/Support Line, Warranty/HWMA) that delivers the following • Personalized account management, assistance with problem prevention and fast/efficient enhanced problem resolution for Storage plus Power Systems, p, i, x and x86 OEM servers • A named Technical expert provides a technical support centric approach to account management of the support relationship and assistance with problem prevention • Includes all elements of AA & SC which ensures Enhanced problem resolution via a dedicated technical team of product support experts who accept all reported HW and SW problems Features • Assistance with Problem Prevention • Product Support Experts who know your environment and who use that knowledge to provide advice on product optimization, tips/techniques and problem prevention • Account Management • Named IBM Product Support expert who owns the support relationship and who maintains regular contact via welcome call, Initial environment reviews (remote or onsite), electronic reports, statuscalls, etc.. Acts as an extension of client’s own in-house IT staff within the IBM Support structure • Enhanced problem Resolution • Live call or max 30 min hold time 24 x 7, 365 via a unique code to a dedicated team of Product Support Experts that already know your environment and who only work with CTS clients for all HW/SW problems associated with an eligible machine. This team either directly resolves or ensures managed/coordinated resolution of all reported problems. ETS includes full ETS level support for Sev 1 HW problems reported on an eligible server or storage device Benefits • Designed to provide comprehensive technical support for problem prevention and enhanced problem resolution • Designed to greatly enhance a client’s ability to AVOID the costs/business impact of a problem before it has occurred and MINIMIZE it when one has occurred plus lower overall operational costs by maximizing a client’s ability to leverage the efficiencies gained by utilizing IBM’s skills and resources • Consistent with enhanced services available for all Storage and Services products

  2. US MTS Software Services – CTS enhanced with ESO (Dark Green) Note 1: available for Aix and i only Note 2: Purchased separately from main service Note 3: Purchase separately, minimum of 1 x SSD

  3. Software Services – Service Deliverables

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