IBM Software Secure Support via USA Citizens

IBM United States Software Announcement 209-208
June 16, 2009

 ENUS209-208.PDF (44KB)

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Planned availability date Planned availability date Terms and conditions Terms and conditions
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(Corrected on July 21, 2009)

The Terms and conditions section is revised.
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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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Planned availability date
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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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Terms and conditions
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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:

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.

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:

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


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