IBM Software Secure Support via USA Citizens
IBM United States
Software Announcement 209-208
June 16, 2009
 ENUS209-208.PDF (44KB)
|
(Corrected on July 21, 2009)
The Terms and conditions
section is revised.
IBM® Software
Secure Support via USA Citizens (Software Secure Support) provides a software
support option that is performed exclusively by U.S. citizens located in the
United States. Data analysis and call data will be contained in an isolated
network within a facility that meets U.S. Government security specifications.
It provides standard software support that complements your prerequisite base IBM software
support service.
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October 1, 2009
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IBM Software
Secure Support via USA Citizens provides the following support:
- Assists with routine, short duration installation and usage (how-to) questions
and code-related questions ("support").
- Begins when a problem record is created by IBM Entitlement (which may be international),
and the record shows up in the Software Secure Support queue.
- Provides assistance only to your IS technical support personnel during
the hours of 8 AM EST and 8 PM EST via telephone, Monday through Friday, but
excluding U.S. IBM and
public holidays.
- 24x7 software support for business critical outages is available though
a customer's standard support entitlement. Software Secure Support is only
guaranteed during the hours of 8 AM to 8 PM Monday through Friday, excluding
U.S. IBM and
public holidays.
- If the facility is down for any reason, Software Secure Support may be
unavailable and calls will be handled through standard Passport Advantage® or Operational
Support Services - SoftwareXcel Support (non-secure) until the facility is
back online.
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This offer is available to commercial and government customers.
Software Secure Support for a particular version or release of a program
is available only until IBM withdraws support for Software Secure Support on
that program's version or release.
The IBM Software
Support Lifecycle policy is available at:
- http://www-306.ibm.com/software/lotus/support/lifecycle/
When such Software Secure Support is withdrawn, you must upgrade to a supported
version or release of the program in order to continue to receive such support.
Software Secure Support begins on the date of acquisition and ends on the
last day of the corresponding month in the following year, unless the date
of acquisition is the first day of the month, in which case coverage ends
on the last day of the month, twelve months from the date of acquisition.
You may renew your expiring Software Secure Support option with written
authorization to renew before the expiration date, in accordance with the
terms of this Agreement. IBM will renew expiring support to the next anniversary
if IBM receives
an order within seven days after the anniversary. Otherwise, support will
be automatically terminated.
Software Secure Support obtained or renewed on the anniversary is renewable
for an additional period of 12 full months. Software Secure Support obtained
on a date other than the anniversary is renewable at the next anniversary
for an additional coverage period of less than 12 full months for a prorated
charge, thereby extending the coverage to the following anniversary.
If IBM withdraws
Software Secure Support:
- IBM will
provide a minimum of 12 months notice for such a withdrawal.
- IBM will
not make Software Secure Support renewal available for that program.
- If you renew Software Secure Support before the notice of withdrawal, IBM,
at its sole discretion, will either continue to provide secured support to
you for that Program license until the end of the then current coverage period
or you may obtain a prorated refund.
Trademarks
IBM and Passport Advantage are registered trademarks 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. 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/us/
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