IBM Tivoli Service Automation Manager V7.2.2 delivers a carrier grade engine for IT service delivery in both private and public cloud environments

IBM United States Software Announcement 211-256
July 26, 2011


Table of contents
Overview Overview Publications Publications
Key prerequisites Key prerequisites Technical information Technical information
Planned availability date Planned availability date Ordering information Ordering information
Description Description Terms and conditions Terms and conditions
Product positioning Product positioning Prices Prices
Program number Program number Order now Order now


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At a glance
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IBM® Tivoli® Service Automation Manager V7.2.2:

  • Can leverage existing hardware investments and build a customized cloud solution
  • Enables a more modern and dynamic data center to rapidly deploy a turnkey environment with little to no customization (via IBM CloudBurst™)
  • Includes an enhanced administrator GUI, scheduled reservation of resources, additional image management functions and hypervisor support, a simplified software stack, and new reports
For ordering, contact Your IBM representative or an IBM Business Partner.
For more information contact the Americas Call Centers at
800-IBM-CALL (426-2255).
 
Reference: YE001


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Overview
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IBM Tivoli Service Automation Manager V7.2.2 provides the capability to help transform IT service delivery to the cloud model where users can request a virtual environment, roll it out automatically, and manage it throughout the entire IT service life cycle. Content can be deployed and the cloud management platform can be adapted to your business context needs across various hypervisors and platforms. IBM Tivoli Service Automation Manager allows you to start small, while retaining the ability to grow into integrated service management step-by-step.

With IBM Tivoli Service Automation Manager V7.2.2, IT service providers, whether internal or public, can deploy IT services very quickly, maintain superior service level agreements (SLAs), and help maximize their IT resource utilization.



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Key prerequisites
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Refer to the Hardware requirements and Software requirements sections.



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Planned availability date
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July 29, 2011: Electronic download

August 19, 2011: Physical media



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Description
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IBM Tivoli Service Automation Manager V7.2.2 is a robust platform for large scale, high-performance cloud solutions for production environments.

IBM Tivoli Service Automation Manager V7.2.2 enhancements include:

  • Simplified stack adding extensible model for network and storage configurations enabling service providers, clients, and ISVs to leverage, adopt, and contribute content and integration for their specific computing center topologies
  • Core network and storage use cases ready for immediate use
  • Service provider enabled for multi-tenancy with an improved on-boarding process
  • Resource isolation for a segregated cloud service management platform
  • Quotas and limits that allow for better control and that leverage your cloud infrastructure
  • Flexible role and security model for administrator, restricting actions to specific roles such as cloud administrator, customer administrator, approver, and others
  • Increased time-to-value through new configuration application wizard
  • Continuously running workloads while upgrading your integrated cloud service management solution within your service window
  • Simplified image import of images into cloud by customer administrator
  • Automated tasks that can be combined with the process workflow for complete runbook automation
  • Drag-and-drop graphical utilities for constructing runbooks
  • Automation workflows that can be easily integrated through prebuilt graphical utilities, without the need for scripting skills
  • Well-defined extension points for your specific adaptations that allow seamless release-to-release migration
  • Extensible metering records for advanced cloud analytics, chargeback and capacity management integration
  • Integration with IBM Workload Deployer for Platform as a Service (PaaS) and Software as a Service (SaaS) software pattern deployments
  • Additional platform support, such as IBM AIX® V7 managed-to environments

IBM Tivoli Service Automation Manager continues to deliver these valued capabilities:

  • Isolation capabilities of environments by supporting multiple Virtual Local Area Networks (VLANs) and pooling of subnets
  • Ability to select additional software to be installed on the image to be deployed in an effort to provide more flexibility
  • Ability to change service requests before and after deployment to modify allocations for CPU, memory, disk space, and reservation of an already reserved project in an effort to better utilize the cloud and respond to changing needs of users

Accessibility by people with disabilities

A U.S. Section 508 Voluntary Product Accessibility Template (VPAT) containing details on accessibility compliance can be requested at

http://www.ibm.com/able/product_accessibility/index.html


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Product positioning
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IBM Tivoli Service Automation Manager enables the data center to accelerate the creation of service platforms for a wide spectrum of workload types with a high degree of integration and flexibility. It provides an enhanced request-driven user experience, while aiding efforts to help drive down costs and help accelerate time-to-market for the business. This solution can help simplify the intricacies of implementing a cloud computing model and can help enable organizations to quickly realize the benefits and business potential of a dynamic infrastructure. Cloud computing is a services acquisition and delivery model for IT resources that can help improve business performance to help control the costs of delivering IT resources to an organization.

IBM Tivoli Service Automation Manager is the core of integrated service management solutions for cloud computing such as:

  • IBM Service Delivery Manager
  • IBM CloudBurst
  • IBM's various public and private cloud offerings that integrate with a large set of IBM's service management portfolio and other products including:
    • IBM Tivoli Usage and Accounting Manager that can help enable chargeback for cloud services to optimize system usage
    • IBM Tivoli Monitoring for integrated monitoring and management of IT resources for faster problem resolution
    • IBM Workload Deployer for advanced PaaS and SaaS deployment patterns
    • IBM Tivoli Change and Configuration Management Database to allow for process change-driven deployments


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Program number
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Program                Program
number         VRM     name
 
5724-W78      7.2.2    IBM Tivoli Service Automation Manager


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Education support
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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

http://www-306.ibm.com/software/tivoli/education/


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Offering Information
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Product information is available via the Offering Information Web site

http://www.ibm.com/common/ssi

Also, visit the Passport Advantage® website

http://www.ibm.com/software/passportadvantage


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Publications
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Displayable softcopy publications

IBM Tivoli Service Automation Manager Quick Start Guide will be delivered on the Quick Start CD in PDF and HTML format.

At general availability, the English publication IBM Tivoli Service Automation Manager Installation and User's Guide (SC34-2563) may be downloaded from

http://www.ibm.com/software/tivoli/library

The IBM Publications Center

http://www.ibm.com/shop/publications/order

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, free of charge.



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Technical information
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Specified operating environment

Hardware requirements

The following are minimum required values for memory and disk space for IBM Tivoli Service Automation Manager V7.2.2.

Administrative System

  • Number of processors: 1
  • Memory: 4 GB
  • Disk: 60 GB

Linux® on System z® - Management Server

  • Number of processors: 1
  • Memory: 8 GB
  • Disk: 90 GB

AIX - Management Server

  • Number of processors: 1
  • Memory: 8 GB
  • Disk: 90 GB

Linux on System x® - Management Server

  • Number of processors: 1
  • Memory: 8 GB
  • Disk: 90 GB
Software requirements

IBM Tivoli Service Automation Manager V7.2.2 supports the following operating systems.

Administrative System

  • Windows® Server 2003 SP2 (Standard or Enterprise) (32 bit, 64 bit)
  • Windows 2008 R2
  • SUSE Linux (SLES) 10 Enterprise Server SP2 (64 bit)
  • Red Hat Enterprise Linux v5 (update 4 and update 5) (64 bit)
  • IBM AIX V6.1 (64 bit)

Management Server

  • Linux on System z
    • SUSE Linux (SLES) 10 Enterprise Server System z SP2 (64 bit)
    • SUSE Linux (SLES) 11 Enterprise Server System z SP2 (64 bit)
    • Red Hat Enterprise Linux v5 (update 4 and update 5) (64 bit)
  • AIX
    • IBM AIX V5.3 TL6 SP2 (64 bit)
    • IBM AIX V6.1 TL2 SP2 (64 bit)
  • Linux on System x
    • Red Hat Enterprise Linux v5 (update 4 and update 5) (Intel, 64 bit)
    • SUSE Linux (SLES) 10 Enterprise Server SP2 (64 bit)
    • SUSE Linux (SLES) 11 Enterprise Server (64 bit)

The program's specifications and specified operating environment information may be found in documentation accompanying the program, if available, such as a readme file, or other information published by IBM, such as an announcement letter. Documentation and other program content may be supplied only in the English language.

Planning information

Packaging

IBM Tivoli Service Application Manager V7.2.2 is distributed with:

  • International Program License Agreement (Z125-3301)
  • License Information document
  • CDs and DVDs
  • Publications (refer to the Publications section)

This program, when downloaded from a Web site, contains the applicable IBM license agreement and License Information, if appropriate, and will be presented for acceptance at the time of installation of the program. For future reference, the license and License Information will be stored in a directory such as LICENSE.TXT.

Security, auditability, and control

IBM Tivoli Service Automation Manager 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 facilities.



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Software Services
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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 extensive portfolio of capabilities. Together, we provide the global reach, intellectual capital, industry insight, and technology leadership to support a wide range of critical business needs.

To learn more about IBM Software Services or to contact a Software Services sales specialist, visit

http://www.ibm.com/software/sw-services/


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Licensing metric definitions and pricing examples
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Licensing metric definitions

Resource Value Unit (RVU)

RVU is a unit of measure by which the program can be licensed. RVU Proofs of Entitlement (PoE) are based on the number of units of a specific resource used or managed by the program. Licensee must obtain entitlements for this program sufficient to cover the resources managed by the program. Licensee must obtain sufficient entitlements for the number of RVUs required for licensee's environment for the specific resources as specified in the resource table found in the program's announcement or License Information document. RVU entitlements are specific to the program and the type of resource and may not be exchanged, interchanged, or aggregated with RVU entitlements of another program or resource.

Standby or backup systems

For programs running or resident on backup machines, IBM defines three types of situations: cold, warm and hot. In 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 other licenses or entitlements sufficient for that server. All programs running in backup mode must be solely under the customer's control, even if running at another enterprise's location.

As a practice, the following are definitions and allowable actions concerning the copy of the program used for backup purposes.

Cold: 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.

Warm: A copy of the program may reside for backup purposes on a machine, and is started, but is idling, and is not doing any work of any kind. There is no additional charge for this copy.

Hot: A copy of the program may reside for backup purposes on a machine, and 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.

In the case of a program or system configuration that is designed to support a high availability environment by using various techniques (for example, duplexing, mirroring of files, or transactions, maintaining a heartbeat, active linking with another machine, program, database, or other resource), the program is considered to be doing work in the hot situation and a license or entitlement must be purchased.

Product and licensing websites

A complete list of IBM Tivoli products is available at

http://www.ibm.com/software/tivoli

IBM Tivoli product licensing documents are available at

http://www.ibm.com/software/tivoli/products/licensing.html

Passport Advantage

Through the Passport Advantage Agreement, you 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 IBM Tivoli product configuration under Passport Advantage, the IBM 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:

  1. Analyze your environment to determine the number of charge units for a product. The quantity of each product's part numbers to be ordered is determined by that analysis.
  2. 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 IBM 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 IBM Tivoli product part number. The sum of these Passport Advantage points determines the Passport Advantage point value of the applicable IBM 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, refer to the following

http://www.ibm.com/software/passportadvantage

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.

Pricing example

The resource for the purpose of the RVU calculation is Activated Processor Cores managed by the program. An Activated Processor Core is a processor core that is available for use in a physical or virtual server, regardless of whether the capacity of the processor core can be or is limited through virtualization technologies, operating system commands, BIOS settings, or similar restrictions. Licensee can deploy the program using either full capacity licensing or virtualization capacity (sub-capacity) licensing according to the Passport Advantage Sub-Capacity Licensing Terms (refer to the webpage below). If using full capacity licensing, each Activated Processor Core in the physical hardware environment managed by the program must be counted, except for those servers from which the program permanently no longer manages. If using virtualization capacity licensing, the Virtualization Capacity License Counting Rules that defines how many Activated Processor Cores must be counted, is located at

http://www.ibm.com/software/lotus/passportadvantage/Counting_Software_licenses_using_specific_virtualization_technologies.html

The RVU table for Activated Processor Cores on RVUs is below:

Tier   From quantity  To quantity   Factor
 
 1                 0        2,500     1.00
 
 2             2,501       10,000     0.80
 
 3            10,001       50,000     0.60
 
 4            50,001      150,000     0.40
 
 5           150,001            -     0.20

The RVU table for Client Devices on RVUs is below:

Tier From quantity  To quantity   Factor
 
 1               0        2,500     1.00
 
 2           2,501       10,000     0.90
 
 3          10,001       25,000     0.80
 
 4          25,001       50,000     0.70
 
 5          50,001            -     0.50

Pricing examples

Pricing example 1

A customer wishes to utilize Tivoli Service Automation Manager to integrate user requests for an IT offering with the rapid automated coordination of specific IT tasks necessary to satisfy fulfillment of the offering. The customer's environment consists of 101 servers, 75 end users, and 10 IT professionals who handle management of all tasks required to fulfill requested service offerings.

Of the 101 servers, 1 is the managing server, and the other 100 servers are those which are to be managed via Tivoli Service Automation Manager.

  • 1 2-way server (managing server)
  • 5 uniprocessors (managed by IBM Tivoli Service Automation Manager)
  • 20 2-way servers (managed by IBM Tivoli Service Automation Manager)
  • 65 4-way servers (managed by IBM Tivoli Service Automation Manager)
  • 10 8-way servers (managed by IBM Tivoli Service Automation Manager)

The customer must obtain Resource Value Unit entitlements for Tivoli Service Automation Manager Base licenses associated with 385 processors as shown in the following table:

Processors    Function performed      Number of servers  Processors to
per server                                               be licensed
 
2-way         Managing Server          1                   0
1-way         Managed Servers          5                   5
2-way         Managed Servers         20                  40
4-way         Managed Servers         65                 260
8-way         Managed Servers         10                  80
 
Total processors to be licensed                          385

The end users (sometimes called self-service requestors) are the people who request that an available IT service be delivered. There is no charge for the end users. Likewise, there is no separate charge associated with the IT professionals who utilize the components of the Tivoli Service Automation Manager to define, approve, deploy or track fulfillment of offering requests.

Pricing example 2

The same customer described in example 1 also wishes to manage the automated deployment and consistent configuration specific to the use of IBM WebSphere® Application Server. Of the customer's 101 servers, a subset (the 20 2-way servers) are running WebSphere Application Server.

In addition to the Resource Value Unit entitlements described in example 1 (for Base licenses), the customer must obtain Resource Value Unit entitlements for Tivoli Service Automation Manager for WebSphere Application Server licenses associated with the 20 2-way servers as shown in the following table:

 
Processors    Function performed    Number of servers  Processors to
per server                                             be licensed
 
2-way         Managed Servers       20                 40
 
Total processors to be licensed                        40

There are no charges for the end users or the IT professionals in this example.

Notes on Tivoli Service Manager Automation for WebSphere Application Server:

  • Entitlement for Tivoli Automation Service Manager Base licenses is a prerequisite to entitlement for the optional Tivoli Service Manager for WebSphere Application Server licenses.
  • Customer may purchase up to (but no more than) the number of entitlements for the Base license, and can only be used for the same machines with Base license entitlement.


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Ordering information
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This product is only available via Passport Advantage. It is not available as shrinkwrap.

Product group:  Tivoli IT Service Management
Product:  IBM Tivoli Service Automation Manager V7.2.2 (5724-W78)
 
Product category: Tivoli Service Automation Manager

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.

IBM Tivoli Service Automation Manager Base V7.2.2
entitled maintenance offerings description
 
Tiv Service Automat Mgr Base 10 PVU
Tiv Svc Auto Mgr Base LxSysz 10 PVU
TSAMB Per RVU
TSAMB Per RVU for Linux on sys z
TSAMB FTL Per RVU
TSAMB FTL Per RVU for Linux on sysz
 
Media packs
description                                          Part number
 
IBM Tivoli Service Automation Manager Base V7.2.2    BJ0YUML
Media Pack MP ML
IBM Tivoli Service Automation Manager for WAS V7.2.2
entitled maintenance offerings description
 
Tiv Service Auto Mgr for WAS 10 PVU
Tiv Svc Auto Mgr f WAS LSysz 10 PVU
TSAMW Per RVU
TSAMW Per RVU for Linux on sys z
TSAMW FTL Per RVU
TSAMW FTL Per RVU for Linux on sysz
 
Media packs
description                                          Part number
 
IBM Tivoli Service Automation Manager for WAS        BJ0YVML
V7.2.2 Media Pack MP ML

Current licensees

Current licensees of Tivoli Service Automation Manager can order the new media pack.

New licensees

Orders for new licenses will be accepted now.

Shipment will begin on the planned availability date.

Basic license

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 Software Maintenance. Software 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 for twelve full months of maintenance.

Refer to the IBM International Passport Advantage Agreement and to the IBM Software Support 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 required number of Processor Value Units. To order for Passport Advantage, specify the desired part number and quantity.

The following license part numbers were previously announced.

IBM Tivoli Service Automation Manager
Description                                       Part number
 
Base
 
- RVU License and SW S&S 12 Months                D0I3PLL
- RVU Annual SW S&S Renewal Annual Renewal        E0BIJLL
- RVU SW S&S Reinstatement 12 Months              D0I3RLL
 
Base for Linux on System z
 
- RVU License and SW S&S 12 Months                D0I3QLL
- RVU Annual SW S&S Renewal Annual Renewal        E0BIKLL
- RVU SW S&S Reinstatement 12 Months              D0I3SLL

To order a media pack for Passport Advantage, specify the part number in the desired quantity from the following table:

IBM Tivoli Service Automation Manager Base
Description                                            Part number
 
IBM Tivoli Service Automation Manager Base V7.2.2      BJ0YUML
Media Pack MP ML

The following license part numbers were previously announced.

IBM Tivoli Service Automation Manager for
WebShpere Application Server
Description                                       Part number
 
for WebSphere Application Server
 
- RVU License and SW S&S 12 Months                D0I41LL
- RVU Annual SW S&S Renewal Annual Renewal        E0BISLL
- RVU SW S&S Reinstatement 12 Months              D0I42LL
 
for WebSphere Application Server for Linux on System z
 
- RVU License and SW S&S 12 Months                D0I43LL
- RVU Annual SW S&S Renewal Annual Renewal        E0BITLL
- RVU SW S&S Reinstatement 12 Months              D0I44LL

To order a media pack for Passport Advantage, specify the part number in the desired quantity from the following table:

 
IBM Tivoli Service Automation Manager for
WebSphere Application Server
Description                                            Part number
 
IBM Tivoli Service Automation Mgr for WAS V7.2.2       BJ0YVML
Media Pack MP ML

IBM Tivoli Service Automation Manager is also available, via web download, from Passport Advantage.

Subscription and Support

Subscription and Support must be ordered to receive voice technical support via telephone during normal business hours, and future releases and versions, at no additional charge. The capacity of Subscription and Support (for example, Value Units or number of processors) must be the same as the capacity ordered for the product licenses.

To order, specify the Subscription and Support program product number and the appropriate license or charge option.

IBM is also providing Subscription and Support for these products, via a separately purchased offering, under the terms of the IBM International Agreement for Acquisition of Support Maintenance (IAASM). This offering:

  • Includes and extends the support services provided in the base support to include technical support via telephone during normal business hours.
  • Entitles customers to future releases and versions, at no additional charge. Note that the customer is not entitled to new products.

When Subscription and Support is ordered, the charges will automatically renew annually unless cancelled by the customer.



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Terms and conditions
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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.

This product is only available via Passport Advantage. It is not available as shrinkwrap.

Licensing

IBM International Program License Agreement including the License Information 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.

These programs are licensed under the IBM Program License Agreement (IPLA) and the associated Agreement for Acquisition of Software Maintenance, which provide for support with ongoing access to releases and versions of the program. IBM includes one year of Software Subscription and Support (also referred to as Software Maintenance) with the initial license acquisition of each program acquired. The initial period of Software Subscription and Support (also referred to as Software Maintenance) can be extended by the purchase of a renewal option, if available. These programs have a one-time license charge for use of the program and an annual renewable charge for the enhanced support that includes telephone assistance (voice support for defects during normal business hours), as well as access to updates, releases, and versions of the program as long as support is in effect.

License Information form number

L-DSCT-8FHHF3.

The program's License Information will be available for review on the IBM Software License Agreement website

http://www.ibm.com/software/sla/sladb.nsf
Limited warranty applies

Yes

Limited 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. For further information, consult the IBM Software Support Handbook found at

http://www.ibm.com/support/handbook

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 version or release will be available for a minimum of five years from the general availability date, as long as your Software Subscription and Support (also referred to as 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 Subscription and Support (Software Maintenance) also provides you with access to updates (modifications or fixes), 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, you may obtain a refund of the amount you paid for it, if within 30 days of your invoice date you return the program and its PoE to the party from whom you obtained it. If you downloaded the program, you may contact the party from whom you acquired it for instructions on how to obtain the refund.

For clarification, note that (1) for programs acquired under the IBM International Passport Advantage offering, this term applies only to your first acquisition of the program and (2) for programs acquired under any of IBM's On/Off Capacity on Demand (On/Off CoD) software offerings, this term does not apply since these offerings apply to programs already acquired and in use by you.

Other terms
Volume orders (IVO)

No

IBM International Passport Advantage Agreement
Passport Advantage applies

Yes, and through the Passport Advantage Web site at

http://www.ibm.com/software/passportadvantage
Usage restriction

Yes. Usage is limited to the quantity of Resource Value Units licensed.

For additional information, refer to the License Information document that is available on the IBM Software License Agreement website

http://www.ibm.com/software/sla/sladb.nsf
Software Subscription and Support (Software Maintenance) applies

Yes. Software Subscription and Support (also referred to as Software Maintenance) is included with licenses purchased through Passport Advantage and Passport Advantage Express®. Product upgrades and Technical Support are provided by the Software Subscription and Support (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 Subscription and Support (Software Maintenance) with each program license acquired. The initial period of Software Subscription and Support (Software Maintenance) can be extended by the purchase of a renewal option, if available.

While your Software Subscription and Support (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, only 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 Handbook at

http://www.ibm.com/support/handbook

Software Subscription and Support (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 website at

http://www.ibm.com/software/passportadvantage
IBM Operational Support Services - SoftwareXcel

No

System i Software Maintenance applies

No

Variable charges apply

No

Educational allowance available

Not applicable.



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IBM Electronic Services
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IBM has transformed its delivery of hardware and software support services to help you achieve higher system availability. Electronic Services is a web-enabled solution that offers an exclusive, no-additional-charge enhancement to the service and support available for IBM servers. These services are designed to provide the opportunity for greater system availability with faster problem resolution and preemptive monitoring. Electronic Services comprises two separate, but complementary, elements: Electronic Services news page and Electronic Services Agent.

The Electronic Services news page is a single Internet entry point that replaces the multiple entry points traditionally used 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 Electronic Service Agent™ is no-additional-charge software that resides on your server. It monitors events and transmits system inventory information to IBM on a periodic, client-defined timetable. The Electronic Service Agent automatically reports hardware problems to IBM. Early knowledge about potential problems enables IBM to deliver proactive service that may result in higher system availability and performance. In addition, information collected through the Service Agent is made available to IBM service support representatives when they help answer your questions or diagnose problems. Installation and use of IBM Electronic Service Agent for problem reporting enables IBM to provide better support and service for your IBM server.

To learn how Electronic Services can work for you, visit

http://www.ibm.com/support/electronic


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Prices
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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.

https://www.ibm.com/software/howtobuy/passportadvantage/paoreseller

Information on charges is available at website

http://www.ibm.com/support

In the Electronic tools category, select the option for Purchase/upgrade tools.

Passport Advantage

For Passport Advantage and charges, contact your IBM representative or your authorized IBM Business Partner. Additional information is also available at

http://www.ibm.com/software/passportadvantage

Authorization to resell IBM software products is achieved at the Reseller Authorization Group level. You must be authorized in the IT Service Management group to sell this product. To register an opportunity for this product in the Global Partner Portal, you may use Product Family - Software: Tivoli Service Automation Manager For information on how to become an Authorized Business Partner in IBM Software ValueNet®, go to the following website

https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/svp


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Order now
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To order, contact your local IBM representative or your IBM Business Partner.

To identify your local IBM Business Partner or IBM representative, call 800-IBM-4YOU (426-4968). For more information, contact the Americas Call Centers.

Phone:     800-IBM-CALL (426-2255)
Fax:       800-2IBM-FAX (242-6329)

For IBM representative: callserv@ca.ibm.com


For IBM Business Partner: pwswna@us.ibm.com
 
Mail:      IBM Teleweb Customer Support
           ibm.com® Sales Execution Center, Americas North
           3500 Steeles Ave. East, Tower 3/4
           Markham, Ontario
           Canada  L3R 2Z1
 
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.

Trademarks

CloudBurst and Electronic Service Agent are trademarks of IBM Corporation in the United States, other countries, or both.

IBM, Tivoli, AIX, Passport Advantage, System z, System x, WebSphere, Express, ValueNet and ibm.com are registered trademarks of IBM Corporation in the United States, other countries, or both.

Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.

Windows is a registered trademark of Microsoft 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/

Terms of use