IBM United States
Services Announcement 601-023
July 10, 2001
Revised Support Line Terms and Conditions Complement the New Acquisition Model for Distributed Software
At a Glance
IBM is simplifying and streamlining its premier remote support offering IBM Operational Support Services Support Line. Benefits include:
IBM is simplifying and streamlining its premier remote support offering, IBM Operational Support Services Support Line and associated offerings. These revised support offerings complement IBM's announcement of the enhancement and simplification of its software licensing, software subscription, and technical support model for IBM distributed software.
The revised IBM Operational Support Services Support Line offering will provide support for those operating systems and associated products that are not available with the newly announced Software Maintenance offering. This will ensure total support coverage for your enterprise needs, including IBM and selected non-IBM products.
Support Line enhancements include:
In addition, individual countries may choose to offer additional country-specific features.
For additional information on the revised Support Line offering, including transitioning for current Support Line customers, refer to the Description section of this announcement.
IBM Operational Support Services Support Line
IBM Operational Support Services Support Line is a single integrated remote support offering that supports your operating systems environment across all platforms consistently, in a single contract. This service provides you with remote voice and electronic (where available) assistance from IBM for product-specific, task-oriented questions regarding the installation and operation of currently supported IBM and specified non-IBM operating systems and associated sofware products. The revised Support Line also offers usage and configuration assistance for selected hardware products. IBM Operational Support Services Support Line complements support provided by "Program Services" and Software Maintenance for IBM software products and for selected non-IBM software products.
Base support includes prime shift coverage, where prime shift is defined to be a country's normal business hours, excluding national holidays. The support delivery centers will respond within a target of two hours during prime shift with support being in the national language of the caller's primary support center. If you require support beyond that of prime shift, IBM offers extended/full shift coverage, 24 hours per day, seven days per week for an additional fee at the support group level. During offshift, IBM will aim to respond to your critical, voice submitted problems within two hours.
The stand-alone Support Line contract term is a minimum of one year. If Support Line is included in an integrated services package (for example, ServiceSuite), the Support Line term will be the integrated services package term.
The following are the changes to Support Line effective September 1, 2001:
Support Groups: Support for an operating system and associated products will be sold as a single support group. Support groups may also consist of selected software and hardware products. The support groups available in the revised Support Line offering include:
OS/2 operating system support is now available with the acquisition of a product license including Software Maintenance via Passport Advantage.
Support for DYNIX/ptx for NUMA-Q and DYNIX®/ptx for Symmetry is available within a ServiceSuite Advanced or ServiceElect contract.
The operating systems and associated products, excluding distributed middleware products and the OS/2 operating system, that were in these product groups have been placed in the support groups listed above.
IBM Distributed Software Support: Support for currently marketed IBM distributed software products will no longer be available in this revised Support Line offering. This support is available as Software Maintenance (software subscription and technical support) through IBM Passport Advantage, from IBM Business Partners who remarket iSeries and pSeries, and from IBM directly. For additional information on IBM Passport Advantage, refer to
Information on IBM distributed software sold through IBM Business Partners who remarket iSeries and pSeries can be obtained from:
Remote support for the AIX and OS/400 operating systems continues to be available via Support Line.
Support procurement is much easier. Customers simply select the support groups required to meet their needs. Customers may purchase support groups for their entire enterprise via the Enterprise Support option, a revised version of Total Systems Software Support.
Named Callers: Currently in Support Line, questions or problems are submitted by named callers which are limited in number depending upon your selected contract options. With the revised Support Line, named callers have been eliminated. IBM will accept calls from any of your skilled IS technical support personnel and they do not need to be previously identified to IBM.
Current Support Line Contracts
Current Support Line (or equivalent) contracts will be honored until October 10, 2002, or until IBM contacts you to transition to the revised Support Line terms and conditions on your contract renewal date, whichever occurs first. The transition to revised Support Line will begin on October 10, 2001.
For additional information or questions regarding the transition of your Support Line contract to the revised Support Line offering, contact your IBM representative.
Support Line Supported Products List
For complete lists of products supported under both the current and revised Support Line offering, refer to our Web site at:
IBM reserves the right to add or remove products supported under Support Line at any time.
Other Remote Support Offerings
IBM Operational Support Services Account Advocate
This optional fee feature provides you with remote access (via telephone or electronic access) to an account advocate team which will assist you with coordination and escalation of reported problems for products you have covered by Support Line. Account Advocate support will now also extend to distributed middleware products supported on the operating systems covered by Account Advocate, and covered by IBM Software Maintenance. This feature is available during prime shift only.
IBM Operational Support Services Support Line for Business Partners
This service is designed to meet the software support needs of Business Partners for their own systems or for the support of their end users' systems. Support Line for Business Partners complements IBM Operational Support Services Support Line that you sell to your customers as part of the total solution.
IBM Operational Support Services Support Line Hourly
Designed for the customer with less frequent support needs, IBM Operational Support Services Support Line Hourly provides the same type of support as the annuity offering, but is priced on an hourly basis. Support is cross-platform and is defined by the Support Line product list. IBM reserves the right to add or remove products supported under the Support Line offering at any time. For a complete list of products supported under this offering, visit our Web site at:
Hourly services are charged for the actual time IBM is working on the problem, including voice and/or electronic time interacting with you, and any research time, regardless if the problem is related to product usage, code-related, or isolation of the problem cause. For prime shift calls, there will be a charge for each hour at the current rate. For off-shift calls, there will be a 35% premium added to the current rate. Response time for Support Line Hourly is the same as defined for the annuity offering.
Contact your IBM representative for additional information.
For pricing information, contact your IBM representative, your IBM Business Partner, or call 800-IBM-4YOU (426-4968), or call IBM Global Services Inside Sales at 888-426-4343.