IBM Support

Heightened Support for Change Management with Informix and DB2

Database applications are frequently living, breathing environments, with ongoing changes to:
  • Expand functionality
  • Migrate to newer hardware
  • Upgrade to newer software versions
  • Adapt to changing business requirements from the user community

For DBA's with strong knowledge of the Informix or DB2 software and project management experience, change management in these environments is reasonably straightforward.
 
However, some may find it helpful to use the IBM Software Premium Support service to bring proactive advice and preparation assistance to the process. IBM can assist with:
  • Sounding Board. Some DBA's are confident of their skills, but would value access to a specialist for occasional technical input throughout the project.
  • High Availability Situations. A high-availability application requires special care in mitigating risk. An IBM support specialist can provide advice on best practices and avoiding known issues.
  • Project Management Input. Some DBA teams are comfortable managing day-to-day database maintenance and fixpack application, but would value some help in the project management of major changes.
  • Complex Issues. Some applications involve moving from older hardware to newer, or revising applications to suit planned changes. 

IBM Software Premium Support covers a wide range of customer requirements for Information Management products, from ongoing routine assistance with maintaining optimal production system behavior to assisting with short-term initiatives such as upgrades. Short-term pricing options are available for such special projects, such as the Informix 7-to-11 upgrade.
 

Types of Assistance Available


Depending on customer needs, Premium Support can be adapted to being delivered using some combination of the following:
  • Telephone conversations and remote review of documents.
    • Ad hoc technical questions
    • Participate in project planning meetings
    • Review of project plans by a specialist with appropriate subject matter expertise
    • Project checkpoints
    • Technical advice on implementing unfamiliar product features
    • Review application code to identify modifications needed by the migration effort.
    • Review proposed application architecture to determine compatibility with product design.
    • Management of support incidents related to pre-migration testing or deployment
    • Stabilization of environment after changes deployed into production
  • Planned on-site visits.
    • Participation in major kickoff meetings or checkpoint reviews
    • Review application code to identify modifications needed by the migration effort.
    • Review proposed application architecture to determine compatibility with product design.
    • Mentoring staff in use of new features
    • On hand during key test periods or at deployment time for rapid response to unforeseen issues.
    • Stabilization of environment after changes deployed into production
  • Emergency on-site visits.
    • Diagnostic work in the event unanticipated problems arise.

Pricing


Pricing depends on several factors, including how much of a Premium Support representatives' time is required and how much on-site time is requested. Each customer's project is priced individually, taking into account the customer requirements.
 

Examples of Packaging


These examples illustrate some common configurations for how a customer can pick and choose Premium Support deliverables to create a package tailored to specific requirements.
 
Ask
  • 40 hours of remotely-delivered technical assistance.

Advise
  • 40 hours of remotely-delivered technical assistance.
  • 3 on-site visits, including 7 days of on-site time.

Guide
  • 175 hours of remotely-delivered technical assistance.
  • 3 on-site visits, including 7 days of on-site time.
  • 1 emergency on-site visit.

Analyst
  • Portion of Premium Support resource's time dedicated to customer for duration of contract term
  • 3 on-site visits, including 7 days of on-site time.
  • 1 emergency on-site visit.

For More Information


For more information on IBM Software Premium Support for your DB2 or Informix environment, contact us as follows:

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