IBM Tivoli Capacity Process Manager V1.1 can help reduce costs and improve IT availabilityIBM United States Software Announcement 206-330
December 12, 2006
|At a glance|
IBM Tivoli Capacity Process Manager V1.1:
- Can help reduce costs and improve availability by supporting capacity management as a process discipline.
- Improves leverage of capacity management specialists by freeing them from simple data gathering tasks.
- Leverages investment in performance and capacity management tools.
- Supports capacity management across all ITIL and IBM Tivoli Unified Process Composer process steps.
- Helps deliver better business service by helping to capture business trends and goals.
- Improves productivity by integrating with IBM Service Management (ISM) capabilities.
For ordering, contact:
Your IBM representative, an IBM Business Partner, or IBM Americas Call Centers at
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IBM Tivoli® Capacity Process Manager, a new software offering, extends IBM Service Management (ISM) offerings. It adds the capability to manage a multitude of aspects of the capacity management discipline across an enterprise by providing an ISM process manager that enables the formal capture, data gathering, analysis, modeling, and approval of all capacity management activities. Based on the core concept of a capacity management request (CMR), Capacity Process Manager helps users to ensure that all aspects of capacity management are brought under management control, which can result in fewer capacity-related business service outages and better overall resource utilization.
Businesses today need to manage capacity carefully to balance the need to improve hardware utilization while avoiding potential performance bottlenecks. Although most IT organizations today have capacity management tools, expertise, and organizations in place, the problem is that these organizations, experts, and tools are disconnected from the day-to-day updating of IT infrastructure and are, therefore, less effective than they could be. Ideally, no infrastructure change would be made without going through a capacity planning step.
Tivoli Capacity Process Manager helps solve this problem. By supporting a process model for handling capacity management, Tivoli Capacity Process Manager enables IT organizations to implement, enforce, and track capacity management activities and ensure that they are completed before potentially wasteful or insufficient upgrades or changes are made. Three critical process steps are supported: the capture of work requests that might lead to an infrastructure upgrade, the support of data capture of both business requirements and IT metrics based on policy and best practices, and the integration of multiple tools into one management process flow to enable the effective handling of all capacity management requests. Capacity Process Manager also integrates into other ISM processes, notably change and release management.
With a capacity management process under active control, IT organizations can reap the benefits of
applying capacity management planning in all circumstances. This results in better resource
utilization across the enterprise and, therefore, reduced costs, and the reduction of the incidence
of capacity-related performance problems and their associated business impact.
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Requires IBM Tivoli Change and Configuration Management Database (CCMDB) V1.1.
|Planned availability dates|
- December 15, 2006: Electronic software delivery
- January 10, 2007: Media and documentation
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IBM Tivoli Capacity Process Manager is an IBM Service Management (ISM) process manager that automates the workflow supporting multiple types of capacity management requests (CMRs). Installing this process manager adds the following to an existing ISM foundation:
- A set of new customizable process templates that support common capacity management scenarios such as sizing a new application, tuning an existing deployment, and monitoring deployed infrastructure.
- A library of customizable best-practice workload profiles for capturing and modeling common application types such as eCommerce, online shopping, and so on.
- Integration with other ISM process managers (release and change).
- A library of task-specific expert advice for enabling a non-specialist to be guided through the capacity management process.
- A set of capacity and performance-related reports available in both Tivoli Enterprise Portal and using IBM Alphablox technology within the process manager.
The process manager task flow is customizable (like other process managers). On installation, two major templates are available that cover the capacity management processes common to most IT organizations.
Sizing a new application
This template captures the need to size new business applications and supports the discipline of doing so in a timely fashion that helps users to ensure the right infrastructure capacity is available to meet business needs once an application goes live. Who submits a CMR will vary from organization to organization but might typically be an application development manager or other development representative. Once a CMR is received, it is routed to a capacity management coordinator for review, possible clarification, and acceptance.
Once a CMR is accepted, it is routed to the appropriate functional areas depending on the workload profile. Each area specialist in areas such as business liaison, applications, server, storage, and network management is presented with an application-dependent set of questions to answer about key application characteristics. As these are gathered, a complete profile of the planned application is built up, and critical performance and capacity metrics are captured. Once all the data are gathered, the complete request is passed to a capacity planning subject matter expert.
The subject matter expert uses the captured data and their capacity modeling tool of choice to provide a capacity estimate of the resources needed for the new application to meet its service level targets for its projected workload. Any tool may be appropriate at this time. In this release, the process manager will support direct integration to Microsoft Excel.
Once the capacity plan is created, it may be routed to other subject matter experts or management personnel for review and approval. The manager can also track the progress of capacity management work items across their lifecycle. The end of the process sees the CMR closed and, in most cases, the change manager will now create a change or release request around the agreed capacity requirements.
Monitoring an existing application
This template supports the process of managing capacity of existing applications and services. CMRs for this kind of request could originate from external inputs, such as management asking for a review of one or more applications, or from other ISM processes. An example of the latter might be that availability management has determined that the root cause of a particular issue might be capacity and the situation should be investigated.
Once the CMR is created, the capacity manager can assess the request, clarify if necessary, and route it to the appropriate subject matter expert, assigning the request to the relevant workload template. The template contains details of the relevant performance and capacity metrics for the application and, as a first step, the availability of the appropriate monitoring is determined. Should monitoring not be available, the CMR can be routed to the change manager to create a request for change (RFC) that monitoring is established.
Monitoring, once available, is then used to determine the performance and resource utilization of the target application. This can be done using any tool, but specifically for TEP-based monitors (IBM Tivoli Monitoring, IBM Tivoli Composite Application Manager, and IBM Tivoli OMEGAMON®), launch in context to the TEP can be used to speed the workflow. TEP reports can then be used to examine the application, its performance against preset objectives, and to look for current or potential bottlenecks.
Once the review is complete, the capacity subject matter expert (SME) updates the CMR with their findings and any recommendation for change. This can then be routed to other experts and/or managers for review and approval and, where appropriate, finally routed to change and release management to undertake the required infrastructure upgrade.
This process flow unites a number of different business and IT functions, and integrates a number of service delivery functions. This is important to a number of different audiences:
- Business managers and end users, as it can help to reduce cost of delivering IT by improving utilization of IT assets, and helps avoid capacity-related performance and availability problems.
- IT managers as it can help them deliver better, more reliable services to end users and business customers at reduced cost. It also can help to further enhance the return on investment in an ISM, Change and Configuration Management Database (CCMDB), change, and release management solution.
- Applications development managers as it can help them in efforts to ensure that the need to size new or updated applications is captured in a formal way and a closed-loop process is implemented that avoids day one performance firefighting.
- Capacity management SMEs as it can help them in their efforts to ensure that all capacity requests are captured and properly tracked while also delegating some of the more mundane aspects of capacity management such as data collection to operations staff, thus freeing up time to do more thorough capacity planning work.
- IT Operations Managers as it can help enforce process discipline, ensuring capacity planning tasks are not skipped, eliminates capacity guesswork, and enables control over and continuous improvement of the capacity management process.
IPLA and subscription and support considerations
IPLA licenses can be transferred from one machine to another within, but not limited to an enterprise. You may aggregate the capacity for all the processors the product is operated on to achieve a more economic price. This will result in a single Proof of Entitlement (PoE). It is your responsibility to manage the distribution of Value Units within the limits of the entitlement of the product license.
Subscription and Support must cover the same capacity as the product license entitlement.
Subscription and Support will be available in the country in which the agreement is made.
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IBM Tivoli Capacity Process Manager is not a capacity planning tool. It is a tool designed to help
to maximize the effectiveness of such tools and their users by enabling process discipline and tool
integration. As such, it is a part of the Tivoli ISM solution family and will typically be
installed by customers who have already established change and configuration management tools. It
is, therefore, complementary to other management tools both from IBM and third-party vendors.
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|Availability of national languages|
IBM Tivoli Capacity Process Manager is enabled for worldwide availability on the date shown below:
Product description Language GA date Tivoli Capacity Multilingual (English January 10, 2007 Process Mgr International, French V1.1.0 Russian, Korean, Chinese -- Simplified, Spanish, Portuguese-Brazilian, German, Japanese, Chinese -- Traditional, Hungarian, Czech, Italian, Polish)
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Comprehensive education for IBM Tivoli® products is offered through worldwide Tivoli Education Delivery Services. A wide range of training options are available, including classes led by instructors, learning on demand, on-site training, and blended learning solutions.
For additional information, visit
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Product information is available via the Offering Information Web site
Also, visit the Passport Advantage® Web site
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The IBM Publications Center
The Publications Center is a worldwide central repository for IBM product
publications and marketing material with a catalog of 70,000 items.
Extensive search facilities are provided. Payment options for orders are
via credit card (in the U.S.) or customer number for 20 countries. A
large number of publications are available online in various file
formats, and they can all be downloaded by all countries.
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Specified operating environment
In support of the Change and Configuration Management Database (CCMDB) Process Management server:
- Two to four CPUs running a minimum processor speed of 2 GHz
- Two to four GB of memory
- 100 GB of available disk space
Tivoli CCMDB V1.1.1 is required and it is supported on the following operating system platforms:
- Red Hat Linux Advanced Server Version 3
- Windows Server 2003 SP1
- AIX® V5.2 and V5.3
For each platform, install the latest available service packs. In particular, a Microsoft hotfix is required before beginning the installation on Windows 2003 Server.
Software Maintenance is included with licenses purchased through Passport Advantage and Passport Advantage Express. Installation and technical support is provided by the Software Maintenance offering of the IBM International Passport Advantage Agreement. This fee service enhances your productivity, with voice and electronic access into IBM support organizations.
IBM Tivoli Capacity Process Manager V1.1 is distributed with:
- International Program License Agreement (Z125-3301)
- License Information document
- Product CD-ROM
- Publications (refer to the Publications section)
Security, auditability, and control
IBM Tivoli Capacity Process Manager V1.1 uses the security and auditability features of the operating system software.
The customer is responsible for evaluation, selection, and implementation of security features,
administrative procedures, and appropriate controls in application systems and communication
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|Global Technology Services|
IBM Software services has the breadth, depth, and reach to manage your services needs. You can leverage the deep technical skills of our lab-based, software services team and the business consulting, project management, and infrastructure expertise of our IBM Global Services team. Also, we extend our IBM software services reach through IBM Business Partners to provide an unmatched portfolio of capabilities. Together, we provide the global reach, intellectual capital, industry insight, and technology leadership to support any critical business need.
To learn more about IBM software services or to contact a software services sales specialist, visit
To locate an IBM Business Partner, visit
IBM Tivoli Enhanced Value-Based Pricing terminology
IBM Tivoli Enhanced Value-Based Pricing: IBM Tivoli software products are priced using IBM Tivoli's Enhanced Value-Based Pricing. The Enhanced Value-Based Pricing system is based upon the IBM Tivoli Environment-Managed Licensing Model, which uses a managed-environment approach whereby price is determined by what is managed rather than the number and type of product components installed.
For example, all servers monitored with IBM Tivoli monitoring product (IBM Tivoli Monitoring) require entitlements sufficient for those servers. Other IBM Tivoli products may manage clients, client devices, agents, network nodes, users, or other items, and are licensed and priced accordingly.
Unlike typical systems management licensing models that require entitlements of specific software components to specific systems, the IBM Tivoli Environment-Managed Licensing Model provides the customer flexibility to deploy its IBM Tivoli software products within its environment in a manner that can address and respond to the customer's evolving architecture. That is, as the architecture of a customer's environment changes, the customer's implementation of IBM Tivoli software can be altered as needed without affecting the customer's license requirements (as long as the customer does not exceed its entitlements to the software).
Under Enhanced Value-Based Pricing, licensing and pricing of server-oriented applications are determined based upon the server's use in the customer's environment. Typically, such applications are licensed and priced in a manner that corresponds to each installed and activated processor of the server managed by the IBM Tivoli application to help correlate price to value while offering a simple solution.
Where a server is physically partitioned, this approach is modified. This partitioning technique is the approach used with systems that have either multiple cards or multiple frames, each of which can be configured independently. For servers capable of physical partitioning (for example, IBM's pSeries® Scalable POWERparallel® Systems servers, Sun Ultra servers, and HP Superdome servers), an entitlement is required for each processor in the physical partition being managed by the IBM Tivoli application. For example, assume that a server has 24 processors installed in aggregate. If this server is not partitioned, entitlements are required for all 24 processors. If, however, it is physically partitioned into three partitions each containing eight processors, and Tivoli products were managing only one of the three partitions, then entitlements would be required for the eight processors on the physical partition managed by the IBM Tivoli application.
For servers with virtual or logical partitions, entitlements are required for all installed and activated processors on the server. For each IBM Tivoli application managing a clustered environment, licensing is based on the cumulative number of installed and activated processors on each server in the cluster for each IBM Tivoli application managing the cluster. Where the cluster includes physically partitioned servers, the considerations described above concerning physically partitioned servers apply as well.
Enhanced Value-Based Pricing recognizes the convergence of RISC/UNIX® and Microsoft Windows/Intel® technologies, in order to simplify the customer's licensing requirements, and to provide a smoother, more scalable model. Pricing and licensing does not differentiate between non-zSeries® server platforms or operating systems. For some products, this platform neutrality extends to zSeries and other host servers as well.
IBM Tivoli Enhanced Value-Based Pricing terminology definitions
Client device or client
A client device is a computer system that requests the execution of a set of commands, procedures, or applications from another computer system that is typically referred to as a server. Multiple client devices may share access to a common server. A client device generally has some processing capability or is programmable to allow a user to do work. Examples include, but are not limited to, notebook computers, desktop computers, deskside computers, technical workstations, appliances, personal digital assistants, automated teller machines, point-of-sale terminals, tills and cash registers, and kiosks.
An enterprise is a person or single entity and the subsidiaries owned by more than 50%.
A server's resources (CPU, memory, I/O, interconnects, and buses) can be divided according to the needs of the applications running on the server. This partitioning can be implemented with physical boundaries (physical partitions) or logical boundaries (logical partitions).
Physical partitions are defined by a collection of processors dedicated to a workload and can be used with systems that have either multiple cards or multiple frames, each of which can be configured independently. In this method, the partitions are divided along hardware boundaries and processors, and the I/O boards, memory, and interconnects are not shared.
Logical partitions are defined by software rather than hardware and allocate a pool of processing resources to a collection of workloads. These partitions, while separated by software boundaries, share hardware components and run in one or more physical partitions.
Standby or backup systems
For programs running or resident on backup machines, IBM defines three types of situations: cold, warm, and hot. In the cold and warm situations, a separate entitlement for the copy on the backup machine is normally not required and typically no additional charge applies. In a hot backup situation, the customer needs to acquire license or entitlement sufficient for that server. All programs running in backup mode must be solely under the customer's control, even if they are running at another enterprise's location.
As a practice, the following actions are allowed concerning the copy of the program used for backup purposes.
A copy of the program may reside for backup purposes on a machine as long as the program is not started. There is no additional charge for this copy.
A copy of the program may reside for backup purposes on a machine that is started, but is idling, and is not doing any work of any kind. There is no additional charge for this copy.
A copy of the program may reside for backup purposes on a machine that is started, and is doing work. The customer must acquire a license or entitlements for this copy and there will generally be an additional charge.
Doing work includes, for example, production, development, program maintenance, and testing. It also could include other activities such as mirroring of transactions, updating of files, synchronization of programs, data, or other resources (for example, active linking with another machine, program, database, or other resource, and so on), or any activity or configurations that would allow an active hot switch or other synchronized switch over between programs, databases, or other resources to occur.
If a program or system configuration is designed to support a high-availability environment by using various techniques (for example, duplexing, mirroring of files or transactions, maintaining a heartbeat, actively linking with another machine, program, database, or other resource, and so on), the program is considered to be doing work in the hot situation and a license or entitlement must be purchased.
A Value Unit is a pricing charge metric for program license entitlements which is based upon the quantity of a specific designated measurement used for a given program. Each program has a designated measurement. The most commonly used designated measurements are processor cores, MSUs, and severs. However, for select programs, there are other designated measurements such as users, client devices, and messages. The number of Value Unit entitlements required for your specific implementation of the given program must be obtained from a conversion table associated with the program. You must obtain a PoE for the appropriate number of Value Unit entitlements for your implementation. The Value Unit entitlements of a given program cannot be exchanged, interchanged, or aggregated with Value Unit entitlements of another program. Whenever the designated measurement is a processor core, not all processors require the same number of Value Unit entitlements. To determine the number of Value Unit entitlements required, refer to the processor Value Unit conversion table on the Passport Advantage Web Site
Product Web site
For a complete list of Tivoli products, visit
Licensing Web site
For IBM Tivoli product licensing documents, visit
Passport Advantage: Through the Passport Advantage Agreement, customers may receive discounted pricing based on their total volume of eligible products, across all IBM brands, acquired worldwide. The volume is measured by determining the total Passport Advantage points value of the applicable acquisitions. Passport Advantage points are only used for calculating the entitled Passport Advantage discount.
To determine the required Tivoli product configuration under Passport Advantage, the Tivoli Enhanced Value-Based Pricing Model applies. The customer's environment is evaluated on a per-product basis.
Use the following two-step process to determine the total Passport Advantage points value:
- Analyze the customer environment to determine the number of Tivoli Management Points or other charge unit for a product. The quantity of each product's part numbers to be ordered is determined by that analysis.
- Order the Passport Advantage part numbers. A Passport Advantage point value, which is the same worldwide for a specific part number regardless of where the order is placed, is assigned to each Tivoli product part number. The Passport Advantage point value for the applicable part number multiplied by the quantity for that part number will determine the Passport Advantage points for that Tivoli product part number. The sum of these Passport Advantage points determines the Passport Advantage point value of the applicable Tivoli product authorizations which then may be aggregated with the point value of other applicable Passport Advantage product acquisitions to determine the total Passport Advantage points value.
The discounted pricing available through Passport Advantage is expressed in the form of suggested volume prices (SVPs), which vary depending on the SVP level. Each SVP level is assigned a minimum total Passport Advantage point value, which must be achieved, in order to qualify for that SVP level.
Media packs and documentation packs do not carry Passport Advantage points and are not eligible for SVP discounting.
For additional information on Passport Advantage, visit
The following Passport Advantage part number categories may be orderable:
- License and Software Maintenance 12 Months this is the product authorization with maintenance to the first anniversary date.
- Annual Software Maintenance Renewal this is the maintenance renewal for one anniversary that applies when a customer renews their existing coverage period prior to the anniversary date at which it expires.
- Software Maintenance Reinstatement 12 Months this is for customers who have allowed their Software Maintenance to expire, and later wish to reinstate their Software Maintenance.
- Media packs these are the physical media, such as CD-ROMs, that deliver the product's code.
- Documentation packs these contain printed documentation such as the User's Guide and Release Notes.
- Custom Build Registration this is used with products that have an IBM eServer zSeries component. Ordering this part number results in a process to enable the customer to receive the zSeries code via the z/OS® Customized Offerings packaging techniques, that is, ServerPac, SystemPac®, or the Custom Build Product Delivery Option (CBPDO).
IBM Tivoli Capacity Process Manager V1.1
In order to realize better resource utilization across the enterprise, a customer wishes to purchase IBM Tivoli Capacity Process Manager to enable their IT organization to implement, enforce, and track capacity management activities. Licensing requirements are for an environment of 550 servers and 150 clients. The customer must obtain entitlements for the Capacity Process Manager as follows:
Quantity in Devices customer managed environment Servers 550 Clients 150
The following scalable usage table is used to determine the required number of Value Units:
Minimum devices Maximum devices (device = 1 (device = 1 Usage level, server or 100 server or 100 Value Units cumulative clients) clients) per x use 1 1 100 20 2 101 500 18 3 501 1,000 8 4 1,001 10,000 4 5 10,001 25,000 2 6 25,001 1
Clients round up to the nearest hundred.
Value Units Value Servers per server Units Tier 1 = 100 20 2,000 Tier 2 = 400 18 7,200 Tier 3 = 50 8 400 Total = 550 9,600
Clients Value Units Value (100 clients = 1 server) per server Units Tier 1 = 2 20 40 Total = 2 40
In this example, the customer must license 9,640 Value Units for Capacity
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This product is only available via Passport Advantage. It is not available as shrinkwrap.
Licensed Product Product function title group category IBM Tivoli Capacity Tivoli IT Tivoli Change Process Manager Service and Management Configuration Management Database
PID Charge unit Program name number description IBM Tivoli Capacity Process Manager 5724-R08 Value Unit
Charge metrics definitions
A Value Unit is a pricing charge metric for program license entitlements which is based upon the quantity of a specific designated measurement used for a given program. Each program has a designated measurement. The most commonly used designated measurement is a processor core. However, for select programs, there are other designated measurements such as users, client devices, and messages. The number of Value Unit entitlements required for a program depends on how the program is deployed in your environment and must be obtained from a Value Unit table. You must obtain a PoE for the calculated number of Value Unit entitlements for your implementation. The Value Unit entitlements are specific to a program and may not be exchanged, interchanged, or aggregated with Value Unit entitlements of another program.
Processor (Value Unit)
A processor core is a functional unit within a computing device that interprets and executes instructions. A processor core consists of at least an instruction control unit and one or more arithmetic or logic unit. With multicore technology, each core is considered a processor. Not all processor cores require the same number of Value Unit entitlements. To calculate the number of Value Unit entitlements required, refer to the value unit table on the following Web site
With full capacity licensing, a PoE must be acquired for the appropriate number of value units based on all activated processor cores available for use on the server.
Passport Advantage customer: Media pack entitlement details
Customers with active maintenance or subscription for the products listed are entitled to receive the corresponding media pack.
Tivoli Capacity Process Manager V1.1.0
Entitled maintenance Media packs Part offerings description description number Tivoli Capacity Process IBM Tivoli Capacity BJ0JLML Manager Value Units Process Manager V1.1.0 CD Media Pack Multiplatform ML
Orders for new licenses will be accepted now.
Shipment will begin on the planned availability date.
Ordering information for Passport Advantage: Passport Advantage allows you to have a common anniversary date for Software Maintenance renewals, which can simplify management and budgeting for eligible new versions and releases (and related technical support) for your covered products. The anniversary date, established at the start of your Passport Advantage Agreement, will remain unchanged while your Passport Advantage Agreement remains in effect. New software purchases will initially include twelve full months of maintenance coverage. Maintenance in the second year (the first year of renewal) can be prorated to be coterminous with your common anniversary date. Thereafter, all software maintenance will renew at the common anniversary date and include twelve full months of maintenance.
Refer to the IBM International Passport Advantage Agreement and to the IBM Software Maintenance Handbook for specific terms relating to, and a more complete description of, technical support provided through Software Maintenance.
The quantity to be specified for the Passport Advantage part numbers in the following table is per number of required Value Units. To order for Passport Advantage, specify the desired part number and quantity.
Passport Advantage program licenses
IBM Tivoli Capacity Process Manager
Part Part description number IBM Tivoli Capacity Process Manager IBM Tivoli Capacity Process Manager E033CLL Value Unit Annual SW Maint Rnwl IBM Tivoli Capacity Process Manager D59PWLL Value Unit LIC+SW Maint 12 Mo IBM Tivoli Capacity Process Manager D59PXLL Value Unit SW Maint Reinstate 12 Mo
To order a media pack for Passport Advantage, specify the part number in the desired quantity from the following table:
Part Description number IBM Tivoli Capacity Process Manager V1.1.0 BJ0JLML CD Media Pack Multiplatform ML
IBM Tivoli Capacity Process Manager is also available via Web download from Passport Advantage.
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|Terms and conditions|
The information provided in this announcement letter is for reference and convenience purposes only. The terms and conditions that govern any transaction with IBM are contained in the applicable contract documents such as the IBM International Program License Agreement, IBM International Passport Advantage Agreement and the IBM Agreement for Acquisition of Software Maintenance.
Licensing: IBM International Program License Agreement including the License Information (LI) document and PoE govern your use of the program. PoEs are required for all authorized use.
Part number products only, offered outside of Passport Advantage, where applicable, are license only and do not include Software Maintenance.
This software license includes Software Maintenance, previously referred to as Software Subscription and Technical Support.
License Information form number
Program Program name number Form number IBM Tivoli Capacity 5724-R08 L-LMAN-6SRQB4 Process Manager
The program's LI will be available for review on the IBM Software License Agreement Web site
Limited warranty applies: Yes
Warranty: IBM warrants that when the program is used in the specified operating environment it will conform to its specifications. The warranty applies only to the unmodified portion of the program. IBM does not warrant uninterrupted or error-free operation of the program or that IBM will correct all program defects. You are responsible for the results obtained from the use of the program.
IBM provides you with access to IBM databases containing information on known program defects, defect corrections, restrictions, and bypasses at no additional charge. Consult the IBM Software Support Guide for further information at
IBM will maintain this information for at least one year after the original licensee acquires the program (warranty period).
Program technical support: Technical support of a program product will be available for a minimum of three years from the general availability date, as long as your Software Maintenance is in effect. This technical support allows you to obtain assistance (via telephone or electronic means) from IBM for product-specific, task-oriented questions regarding the installation and operation of the program product. Software Maintenance also provides you with access to updates, releases, and versions of the program. You will be notified, via announcement letter, of discontinuance of support with 12 months' notice. If you require additional technical support from IBM, including an extension of support beyond the discontinuance date, contact your IBM representative or IBM Business Partner. This extension may be available for a fee.
Money-back guarantee: If for any reason you are dissatisfied with the program and you are the original licensee, return it within 30 days from the invoice date, to the party (either IBM or its reseller) from whom you acquired it, for a refund.
For programs acquired under the IBM International Passport Advantage Agreement, this term applies only to your first acquisition of the program.
Copy and use on home/portable computer: No
Usage restriction: Yes. Usage is limited to the number of Value Units licensed.
For additional information, refer to the License Information Document that is available on the IBM Software License Agreement Web site
Passport Advantage applies: Yes, and through the Passport Advantage Web site at
This product is only available via Passport Advantage. It is not available as shrinkwrap.
Agreement for Acquisition of Software Maintenance
The following agreement applies for maintenance and does not require customer signatures:
- IBM Agreement for Acquisition of Software Maintenance (Z125-6011)
Software Maintenance is included with licenses purchased through Passport Advantage and Passport Advantage Express. Product upgrades and Technical Support are provided by the Software Maintenance offering as described in the Agreements. Product upgrades provide the latest versions and releases to entitled software and technical support provides voice and electronic access to IBM support organizations, worldwide.
IBM includes one year of Software Maintenance with each program license acquired. The initial period of Software Maintenance can be extended by the purchase of a renewal option, if available.
While your Software Maintenance is in effect, IBM provides you assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. IBM provides assistance via telephone and, if available, electronic access, to your information systems (IS) technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your end users.) IBM provides Severity 1 assistance 24 hours a day, 7 days a week. For additional details, consult your IBM Software Support Guide at
Software Maintenance does not include assistance for the design and development of applications, your use of programs in other than their specified operating environment, or failures caused by products for which IBM is not responsible under the applicable agreements.
For additional information about the International Passport Advantage Agreement and the IBM International Passport Advantage Express Agreement, visit the Passport Advantage Web site at
Volume orders (IVO): No
iSeries Software Maintenance applies: No
Educational allowance available:
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|IBM Electronic Services|
IBM Global Services has transformed its delivery of hardware and software support services to put you on the road to higher systems availability. IBM Electronic Services is a Web-enabled solution that provides you with an exclusive, no-additional-charge enhancement to the service and support available on the IBM eServer® platform. These services provide the opportunity for greater system availability due to faster problem resolution and preemptive monitoring. IBM Electronic Services is comprised of two separate but complementary elements: IBM Electronic Services news page and IBM Electronic Service Agent.
IBM Electronic Services news page provides you with a single Internet entry point that replaces the multiple entry points traditionally used by customers to access IBM Internet services and support. The news page enables you to gain easier access to IBM resources for assistance in resolving technical problems.
The IBM Electronic Service Agent is no-additional-charge software that resides on your IBM eServer system. It is designed to proactively monitor events and transmit system inventory information to IBM on a periodic, customer-defined timetable. The IBM Electronic Service Agent tracks system inventory, hardware error logs, and performance information. If the server is under a current IBM maintenance service agreement or within the IBM warranty period, the Service Agent automatically reports hardware problems to IBM. Early knowledge about potential problems enables IBM to provide proactive service that may result in higher system availability and performance. In addition, information collected through the Service Agent will be made available to IBM service support representatives when they are helping answer your questions or diagnosing problems.
To learn how IBM Electronic Services can work for you, visit
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Information on charges is available at Web site
In the Electronic tools category, select the option for "Purchase/upgrade tools".
For Passport Advantage information and charges, contact your IBM representative or authorized IBM Business Partner. Additional information is also available at
Business Partner information
If you are an IBM Business Partner Distributor for Workstation Software acquiring products from IBM, you may link to Passport Advantage Online for resellers where you can obtain Business Partner pricing information. An IBM ID and password are required.
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To order, contact the Americas Call Centers, your local IBM representative, or your IBM Business Partner.
To identify your local IBM representative or IBM Business Partner, call 800-IBM-4YOU (426-4968).
Phone: 800-IBM-CALL (426-2255) Fax: 800-2IBM-FAX (242-6329) Internet: email@example.com Mail: IBM Americas Call Centers Dept. Teleweb Customer Support, 9th floor 105 Moatfield Drive North York, Ontario Canada M3B 3R1 Reference: YE001
The Americas Call Centers, our national direct marketing organization, can add your name to the mailing list for catalogs of IBM products.
Note: Shipments will begin after the planned availability date.
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