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Expanded Enterprise Support Option (ESO) service features for Custom Technical Support are now available

IBM United States Services Announcement 614-008
April 15, 2014

Table of contents
OverviewOverviewDescriptionDescription
Key prerequisitesKey prerequisitesPricesPrices
Planned availability datePlanned availability date 


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At a glance
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Enterprise Support Option (ESO) expands Custom Technical Support (CTS) level coverage to include all hardware problems reported via the CTS Direct Access Code (DAC) and Severity 1 hardware problems reported via other channels for eligible Power Systems™ and System x® servers and expands the depth of support skills assigned to partnering with you under CTS for Power Systems, System x, and Storage. In addition, ESO for Storage clients will also receive tracking of all hardware problems reported to the CTS team and routed to the field plus full Technical Advisor services for all Storage products.



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Overview
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The most cost effective way to achieve a resilient IT infrastructure is to supplement your in-house technical resources with highly skilled IBM® product support specialists. Custom Technical Support (CTS) service is an add-on to standard Base support services for hardware (warranty and/or HWMA) and software/product usage (SWMA or Support Line). CTS combined with Base Hardware and Software Support is called Premium Support. It provides comprehensive support from IBM support specialists that includes account management, assistance with problem prevention, and enhanced problem resolution for Power Systems and System x servers as well as external Storage devices. CTS is primarily an operating system and storage software/product usage service enhancement but it also includes service enhancements for server and storage hardware problems reported to the CTS team via the CTS Direct Access Code (DAC). These hardware service enhancements include the ability to report hardware problems directly to the CTS team via the unique CTS DAC, potential for Live Call or maximum 30-minute response times 24 x 7, initial problem determination, direct resolution if possible or, if not possible, routing to hardware on your behalf. The CTS team will also provide problem coordination/management assistance to the hardware team for any Severity 1 hardware problem routed to them and escalation for Severity 2, 3, and 4 problems on your behalf as needed.

Enterprise Support Option (ESO) is an optional add-on to standard CTS that provides you with the pricing and service flexibility to further enhance the level of support provided by standard CTS in two key areas.

  • ESO Integrated Hardwareexpands CTS coverage for Severity 1 hardware problems reported via the DAC to include Severity 2, 3, and 4 problems as well. In addition, the CTS team will monitor and become engaged as needed for Severity 1 hardware problems reported via other channels, for example, directly to hardware or automated Call Home problems that are raised to a Severity 1.
  • ESO Integrated Priority Development Support Team (PDST)supplements your CTS team by integrating additional IBM skilled product support personnel into day-to-day CTS support services. This includes additional resources focused on providing assistance with problem prevention and ensuring priority response to critical reported problems at all levels of the IBM Support and Development infrastructure.

This new enhancement to ESO will further increase the value and effectiveness of IBM support for clients who want to maximize the efficiency and resiliency of their business-critical Storage, Power Systems, and System x IT environments. This enhancement is focused on ESO for Storage and delivers two additional service features.

  • ESO for Storage Integrated Hardware:The CTS Storage team will now track all Severity hardware problems in which they have become engaged and subsequently transferred to the field. They will provide updates to the client on problem status and become engaged as needed to ensure such problems are driven to fast, efficient resolution by IBM field personnel.
  • ESO for Storage Integrated PDSTfunction will now be performed by the Technical Advisor (TA) team. This change will provide CTS-ESO for Storage clients with all the benefits of CTS and TA in one comprehensive service package that delivers seamlessly managed day-to-day technical support for Storage hardware/software reported problems and assistance with problem prevention/maximization of product usage that includes Change Management, reports, advice, and consultation.

Adding ESO to CTS and Base Hardware and Software support provides a level of service from IBM that is ideally suited to meeting the needs of business-critical IT environments that will maximize IT availability and lower overall IT operational costs.



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Key prerequisites
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  • IBM Maintenance for the entitled Hardware products
  • Software Maintenance (SWMA), Support Line (SL), or Passport Advantage® (PA) services for the entitled Software products


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Planned availability date
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April 15, 2014



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Description
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Custom Technical Support (CTS) enterprise support options (ESO)

US CTS is a customizable service offering designed to provide the highest level of remote support available for Power Systems, System p®, System i®, System x, x86 OEM, and external Storage servers/devices. It is focused on operating system and storage software support but includes service enhancements for hardware that expand its coverage beyond the core software products. It is provided by an assigned software product support specialist and a dedicated team of similar product support experts. It is focused on managed problem prevention and fast, efficient resolution of any problems that do occur. It provides a range of regular electronic and voice communication designed to achieve these goals, and exclusive access to an analytical tool that provides diagnostic/management information for servers with installed AIX®, Windows™, and Linux™ operating systems and external Storage attached to them. In addition, it can be customized to meet the specific service needs of a customer.

Current ESO

The current implementation of Enterprise Support Option is a package of two additional service features which, when added to standard CTS, is designed to take CTS to a higher level of comprehensive support for IT environments that clients deem to be business critical.

Enterprise Support Option (ESO) includes the following components.

Integrated Hardware/Softwareenhances the comprehensive support provided by CTS by including additional service features for hardware associated with eligible servers/storage devices. This service component provides full CTS level service for all severity hardware problems reported directly to the CTS dedicated team, monitoring/assistance of Severity 1 hardware problems reported via other channels (reported directly to hardware, automated hardware call-home problems that are rated as Severity 1), and inclusion of all such hardware problems worked by the CTS team in the scheduled Service Activity Report.

Integrated Priority Development Support Teamensures fast, reliable access to deep product skills for problem prevention and resolution by formalizing engagement of deep Product Development for software and field engineering-level skills into daily CTS support.

The ESO bundle makes it easy to enhance CTS in a significant and highly valuable way at an attractive price.

ESO requires that the customer have a valid CTS contract in effect for any product that requires ESO and that they purchase a minimum of one x Specialist Support Day (SSD) when they purchase ESO.

2014 ESO Enhancement

ESO for Storage Products: Integrated Priority Development Support Team (PDST)

By utilizing the Technical Advisor Team to provide the PDST service element of ESO for all storage products, you get assistance when you have a problem. In-depth advice/consultation aimed at problem prevention complements CTS and maximizes your current and future ROI from your IBM Storage products. Standard ESO PDST for Storage is provided remotely but the standard CTS onsite review options can be utilized to allow the assigned TA to perform onsite assistance as needed and mutually agreed.

ESO for Storage Products: Integrated Hardware

The CTS team will monitor/track into the field any hardware problems reported to IBM and in which the CTS has been actively engaged before the issue was routed to the field. The CTS team will provide status updates to the client as needed and will provide assistance in reaching problem resolution when appropriate.



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Business Partner information
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If you are a Direct Reseller - System Reseller acquiring products from IBM, you may link directly to Business Partner information for this announcement. A PartnerWorld® ID and password are required (use IBM ID).

BPAttachmentforAnnouncementLetter614-008


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Prices
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For pricing information, contact your IBM representative or IBM Business Partner.

IBM Global Financing

IBM Global Financing offers competitive financing to credit-qualified customers to assist them in acquiring IT solutions. Offerings include financing for IT acquisition, including hardware, software, and services, from both IBM and other manufacturers or vendors. Offerings (for all customer segments: small, medium, and large enterprise), rates, terms, and availability can vary by country. Contact your local IBM Global Financing organization or visit

http://www.ibm.com/financing

IBM Global Financing offerings are provided through IBM Credit LLC in the United States, and other IBM subsidiaries and divisions worldwide to qualified commercial and government customers. Rates are based on a customer's credit rating, financing terms, offering type, equipment type, and options, and may vary by country. Other restrictions may apply. Rates and offerings are subject to change, extension, or withdrawal without notice.

For more financing information, visit

http://www.ibm.com/financing
Trademarks

Power Systems is a trademark of IBM Corporation in the United States, other countries, or both.

System x, IBM, AIX, Passport Advantage, System p, System i and PartnerWorld are registered trademarks of IBM Corporation in the United States, other countries, or both.

Windows is a trademark of Microsoft Corporation in the United States, other countries, or both.

Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.

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

Terms of use

IBM products and services which are announced and available in your country can be ordered under the applicable standard agreements, terms, conditions, and prices in effect at the time. IBM reserves the right to modify or withdraw this announcement at any time without notice. This announcement is provided for your information only.Additional terms of use are located at:

Termsofuse

For the most current information regarding IBM products, consult your IBM representative or reseller, or visit the IBM worldwide contacts page

http://www.ibm.com/planetwide/us/

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