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WebSphere DataPower 9235 and 7993 Extended Maintenance and Support Services

 Product lifecycle
 
Abstract
WebSphere DataPower 9235 and 7993 Extended Maintenance and Support Services offer simple yet flexible support to supplement your IT support staff skills.
 
Content
With Technical Support, your IT staff will receive:
  • Electronic access to IBM's technical support knowledge bases search including enhanced self-help and search capabilities available via the IBM Software Support Web site
  • Access to technical product specialists for answers to WebSphere DataPower products.
  • Access to latest firmware upgrades.



Technical Support highlights


Technical Support provides you with:
  • Remote problem analysis and assistance based on maintenance offering purchased
  • Assistance with identifying the failing product/component
  • Support for firmware and hardware problems including firmware updates, firmware fault fixing, and hardware replacement service
  • Support for routine, short duration installation and usage questions



Accessing Technical Support
Refer to specifics for your model of appliance in Contacting IBM WebSphere DataPower SOA Appliance Support.




Extended Maintenance Offerings

WebSphere DataPower offers the following levels of extended hardware and firmware support and is available in one or three year coverage periods.
7x24x4-hour: Machine Type 9235
Hardware renewal termsFirmware renewal Terms
  • 24x7 emergency contact
  • machine exchange support
  • Four hour (target) same business day machine replacement based on parts availability and address confirmation. IBM will bring the machine and place it in the rack for you.
  • Support is available for 24x7 emergency calls
  • electronic (SR) PMR creation/access
  • country telephone support
  • firmware upgrades
  • limited usage support


7x24x1: Machine Type 9235
Hardware renewal termsFirmware renewal Terms
  • 24x7 emergency contact
  • machine exchange support
  • Next business day (target) shipment of hardware replacement or parts based on parts availability and address confirmation. Parts are installed by customer.
  • Support is available for 24x7 emergency calls
  • electronic (SR) PMR creation/access
  • country telephone support
  • firmware upgrades
  • limited usage support



7x24x4-hour: Machine Type 7993
Hardware TermsFirmware Terms
  • 24x7 emergency call
  • e-mail/telephone support with machine exchange support
  • Four hour (target) same business day machine replacement based on parts availability and address confirmation. IBM will bring the machine and place it in the rack for you.
  • Support is available for 24x7 emergency calls
  • e-mail/telephone support, firmware upgrades, and limited usage support

7x24x1: 7993
Hardware termsFirmware Terms
  • 24x7 emergency call
  • e-mail/telephone support with machine exchange support
  • Next business day (target) shipment of hardware replacement or parts based on parts availability and address confirmation. Parts are installed by customer.
  • Support is available for 24x7 emergency calls
  • e-mail/telephone support, firmware upgrades, and limited usage support

5x12x2: 7993
Hardware termsFirmware Terms
  • 12x5 call
  • e-mail/telephone support with machine exchange support
  • Two business day (target) shipment of hardware replacement or parts based on parts availability and address confirmation. Parts are installed by customer.
  • 8am to 8pm your timezone support Monday to Friday.
  • e-mail/telephone support, firmware upgrades, and limited usage support
Note: The hardware replacement process starts once the IBM WebSphere DataPower Appliance support team determines an appliance failure is due to a failed DataPower hardware component and shipping information with serial number has been confirmed by IBM.
Additional Support resources
 

IBM GetStarted with WebSphere DataPower.pdf
 
Cross Reference information
Segment Product Component Platform Version Edition
Business IntegrationWebSphere DataPower Integration Appliance XI50Not ApplicableFirmware3.7.2, 3.7.1, 3.6.1Edition Independent
Business IntegrationWebSphere DataPower XML Security Gateway XS40Not ApplicableFirmware3.7.2, 3.7.1, 3.6.1Edition Independent
Business IntegrationWebSphere DataPower XML Accelerator XA35Not ApplicableFirmware3.7.2, 3.7.1, 3.6.1Edition Independent
 
 

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Document information
 Product categories:
 Software
 Business Integration and Optimization
 Application Integration and Connectivity
 WebSphere DataPower SOA Appliances
 General
 Operating system(s):
  Firmware
 Software version:
  3.6.1, 3.7.1, 3.7.2, 3.7.3
 Software edition:
  Edition Independent
 Reference #:
  1254180
 IBM Group:
 Software Group
 Modified date:
 2009-10-29

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