Enhanced Technical Support - gateway, a new version of the Enhanced Technical Support services, is tailored for IBM POWER, IBM System i, and IBM System p small and medium market clients

IBM Europe Services Announcement ZS08-0215
August 19, 2008

ENUSZS08-0215.PDF (13KB)

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At a glance	Description
Overview	Prices
Key prerequisites	Announcement countries
Planned availability date

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At a glance

Enhanced Technical Support (ETS) - gateway is a dedicated Web portal with advanced tools capability and a dedicated IBM remote team which provides a superior and low-cost proactive support experience.

Overview

Enhanced Technical Support - gateway is a service which complements and enhances the basic IBM support offerings, such as IBM Software Maintenance and IBM Hardware Maintenance, by providing a superior and low-cost proactive support experience.

ETS - gateway will provide a dedicated Web portal that allows you to access personalized notifications regarding maintenance, security, and performance of your IBM® POWER^tm, IBM System i^tm, or IBM System p^tm server, which will help you to maximize your IT infrastructure availability.

Through the ETS - gateway Web portal, you also have access to a dedicated team of IBM specialists who will assist you in the interpretation of the available reports and information and will provide related recommendations.

Key prerequisites

The eligible products must be under IBM Warranty, or you must have in place the following agreements, as applicable:

IBM Software Maintenance
IBM Support Line
IBM Hardware Maintenance

Planned availability date

September 3, 2008

Description

With Enhanced Technical Support - gateway, IBM will provide the following activities:

Remote Account Advocate Team
A team of IBM specialists you and your IBM Business Partners with the installation and configuration of the electronic tools and the interpretation of the related reports.
Enhanced support
Problems defined as "critical" by the client will receive priority handling. In case of such problems, the remote Account Advocate Team will coordinate all the technical activities to ensure effective support and will keep you informed on the progress of the problem resolution.
ETS - gateway Web portal
You will have access to a dedicated URL with the following services, enabled by eService Agent data:
- On-line or e-mail proactive notification regarding your system's maintenance, security, and performance.
- Graphs and detailed information on your server's performance and capacity to forecast performance bottlenecks before they happen.
- Reports that compare the fixes installed to the eligible server with the available HIPER, PE, and cumulative levels.
- Web views and reports with detailed information about configuration data of your servers.
- Electronic access to the Account Advocate Team, which will assist in the interpretation of the reports and information available and will provide the related recommendations.

Prices

For pricing information, contact your IBM representative.

Announcement countries

Availability date: September 3, 2008

Europe NE countries

Austria
Bulgaria
Croatia
Czech Republic
Denmark
Finland
Germany
Hungary
Ireland
Norway
Poland
Romania
Russia
Slovakia
Slovenia
South Africa
Switzerland
Sweden
United Kingdom¹

¹ UK mainland only

Europe SW countries

Belgium
France²
Israel
Italy
Luxembourg
Netherlands
Portugal
Spain
Turkey

² Except overseas territories

Trademarks

POWER, System i and System p are trademarks of IBM Corporation in the United States, other countries, or both.

IBM is a registered trademark of IBM Corporation 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. Reference to other products in this announcement does not necessarily imply those products are announced, or intend to be announced, in your country. Additional terms of use are located at:

http://www.ibm.com/legal/us/en/

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/

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