IBM Storage Expert Care provides committed maintenance for IBM FlashSystem 5200

IBM Europe Services Announcement ZS21-0010
March 16, 2021

Table of contents
OverviewOverviewPricesPrices
Planned availability datePlanned availability dateCountry availabilityCountry availability
DescriptionDescription


(Corrected on May 10, 2021)

Country availability has been updated in the Description section.


(Corrected on April 8, 2021)

The table headings and country availability in the Description section have been updated.



At a glance

Top rule

IBM® Storage Expert Care provides committed maintenance for IBM FlashSystem® 5200 to help reduce repair costs and revenue loss while increasing consumer confidence and shareholder trust by making sure your products are protected.

IBM Storage Expert Care is designed to simplify and standardize support for the FlashSystem portfolio with simplified tiers and hardware pricing, delivering a straightforward quote from a single system.



Back to topBack to top

Overview

Top rule

When it comes to maintaining your systems and devices, you want to procure critical services as easily as possible. With Storage Expert Care Tiers, you have easy access to IT services that can help you avoid longer procurement and contracting processes by enabling the procurement of tiers during the product purchase transaction.

Storage Expert Care Basic

  • Hardware Maintenance Support with next business day onsite response time to 9x5 next business day onsite repair.
  • Software Support and Services for non-software maintenance agreement (SWMA) products, this service is called Support Line; otherwise it is standard SWMA. Support Line offers technical assistance to answer usage, installation, and technical questions and to address product compatibility and interoperability concerns.

Storage Expert Care Advanced

  • Hardware Maintenance Support with enhanced response time: 24x7 same day onsite repair.
  • Software Support and Services for non-SWMA products, this service is called Support Line; otherwise it is standard SWMA. Support Line offers technical assistance to answer usage, installation, and technical questions and to address product compatibility and interoperability concerns.
  • Predictive Support:
    • Provides predictive alerts to clients that enable Call Home and Storage Insights services.
    • Sends predictive alerts related to performance, lack of storage space, and best practices so that clients can take action to prevent problems from occurring and more quickly and easily troubleshoot problems when they occur.

Committed maintenance can help reduce downtime by providing a committed time frame for call back, arrival on site, and repair. Committed maintenance is recommended to be included in addition to the Storage Expert Care Advanced Tier.



Back to topBack to top

Planned availability date

Top rule

March 23, 2021



Back to topBack to top

Description

Top rule

IBM Hardware Maintenance Services - committed maintenance offers a smarter way to manage the support requirements for your IBM Storage Systems. When you need increased support above and beyond Storage Expert Care Advanced Tier, committed maintenance provides increased hardware maintenance support options to meet individual client needs.

The various committed service options have been designed to give you greater flexibility to select either response or fix-based service levels according to the criticality of the system, reducing the potential downtime in the event of an incident.

The following services are available only in select countries.

The following tables include tier information:

Machine Type/Model (MTM) Tier ID Description
4663-AS1 WTY0AS1 1 year, Advanced Expert Care, 4hr Committed On-Site
4663-AS2 WTY0AS2 2 year, Advanced Expert Care, 4hr Committed On-Site
4663-AS3 WTY0AS3 3 year, Advanced Expert Care, 4hr Committed On-Site
4663-AS4 WTY0AS4 4 year, Advanced Expert Care, 4hr Committed On-Site
4663-AS5 WTY0AS5 5 year, Advanced Expert Care, 4hr Committed On-Site

Country availability: France, Austria, Italy, Germany, Luxembourg, Spain, Portugal, Switzerland, Netherlands, United Kingdom, Denmark, Ireland, and Belgium.

The 4 hour Committed On-site Fix tier service will be available for Special Bid requests only and requires local TSS country approvals before it can be approved.

Machine Type/Model (MTM) Tier ID Description
4663-A61 WTY0A61 1 year, Advanced Expert Care, 6hr Committed Fix
4663-A62 WTY0A62 2 year, Advanced Expert Care, 6hr Committed Fix
4663-A63 WTY0A63 3 year, Advanced Expert Care, 6hr Committed Fix
4663-A64 WTY0A64 4 year, Advanced Expert Care, 6hr Committed Fix
4663-A65 WTY0A65 5 year, Advanced Expert Care, 6hr Committed Fix

Country availability: France, Austria, Italy, Germany, Luxembourg, Spain, Portugal, Switzerland, Netherlands, United Kingdom, Ireland, and Belgium.

Machine Type/Model (MTM) Tier ID Description
4663-A81 WTY0A81 1 year, Advanced Expert Care, 8hr Committed Fix
4663-A82 WTY0A82 2 year, Advanced Expert Care, 8hr Committed Fix
4663-A83 WTY0A83 3 year, Advanced Expert Care, 8hr Committed Fix
4663-A84 WTY0A84 4 year, Advanced Expert Care, 8hr Committed Fix
4663-A85 WTY0A85 5 year, Advanced Expert Care, 8hr Committed Fix

Country availability: France, Austria, Italy, Germany, Luxembourg, Spain, Portugal, Switzerland, Netherlands, United Kingdom, Ireland, and Belgium.

Machine Type/Model (MTM) Tier ID Description
4663-AH1 WTY0AH1 1 year, Advanced Expert Care, 12hr Committed Fix
4663-AH2 WTY0AH2 2 year, Advanced Expert Care, 12hr Committed Fix
4663-AH3 WTY0AH3 3 year, Advanced Expert Care, 12hr Committed Fix
4663-AH4 WTY0AH4 4 year, Advanced Expert Care, 12hr Committed Fix
4663-AH5 WTY0AH5 5 year, Advanced Expert Care, 12hr Committed Fix

Country availability:

  • France, Austria, Italy, Germany, Luxembourg, Spain, Portugal, Switzerland, Netherlands, United Kingdom, Denmark, Ireland, and Belgium

Machine Type/Model (MTM) Tier ID Description
4663-AF1 WTY0AF1 1 year, Advanced Expert Care, 24hr Committed Fix
4663-AF2 WTY0AF2 2 year, Advanced Expert Care, 24hr Committed Fix
4663-AF3 WTY0AF3 3 year, Advanced Expert Care, 24hr Committed Fix
4663-AF4 WTY0AF4 4 year, Advanced Expert Care, 24hr Committed Fix
4663-AF5 WTY0AF5 5 year, Advanced Expert Care, 24hr Committed Fix

Country availability:

  • Pakistan, Belgium, Hungary, Austria, Tunisia, Denmark, France, Finland, Poland, Switzerland, Romania, Italy, Sweden, Spain, Latvia, Slovakia, Germany, Lithuania, Estonia, Netherlands, Slovenia, Turkey, Bulgaria, Czech Republic, United Kingdom, Ireland, Luxembourg, Portugal, South Africa, Croatia, and Serbia
  • Russia and Ukraine available April 13, 2021
  • Vietnam, Republic of Korea, Sri Lanka, Malaysia, Singapore, Indonesia, Australia, New Zealand, Philippines, Taiwan, Hong Kong, India, People's Republic of China, and Thailand

Machine Type/Model (MTM) Tier ID Description
4663-A21 WTY0A21 1 year, Advanced Expert Care, 48hr Committed Fix
4663-A22 WTY0A22 2 year, Advanced Expert Care, 48hr Committed Fix
4663-A23 WTY0A23 3 year, Advanced Expert Care, 48hr Committed Fix
4663-A24 WTY0A24 4 year, Advanced Expert Care, 48hr Committed Fix
4663-A25 WTY0A25 5 year, Advanced Expert Care, 48hr Committed Fix

Country availability:

  • Pakistan, Belgium, Hungary, Austria, Tunisia, Denmark, France, Poland, Switzerland, Romania, Italy, Sweden, Spain, Latvia, Slovakia, Germany, Lithuania, Estonia, Netherlands, Slovenia, Bulgaria ,Czech Republic, United Kingdom, Ireland, Luxembourg, Portugal, South Africa, Croatia, Serbia, Turkey, Finland, and Norway
  • Russia and Ukraine available April 13, 2021
  • Vietnam, Korea, Republic of Sri Lanka, Malaysia, Singapore, Indonesia, Australia, New Zealand, Philippines, Taiwan, Hong Kong, India, The People's Republic of China, and Thailand
  • Brazil

Machine Type/Model (MTM) Tier ID Description
4663-A31 WTY0A31 1 year, Advanced Expert Care, 72hr Committed Fix
4663-A32 WTY0A32 2 year, Advanced Expert Care, 72hr Committed Fix
4663-A33 WTY0A33 3 year, Advanced Expert Care, 72hr Committed Fix
4663-A34 WTY0A34 4 year, Advanced Expert Care, 72hr Committed Fix
4663-A35 WTY0A35 5 year, Advanced Expert Care, 72hr Committed Fix

Country availability:

  • Pakistan, Belgium, Hungary, Austria, Tunisia, Denmark, France, Poland, Switzerland, Romania, Italy, Sweden, Spain, Latvia, Slovakia, Germany, Lithuania, Estonia, Netherlands, Slovenia, Bulgaria, Czech Republic, United Kingdom, Ireland, Luxembourg, Portugal, South Africa, Croatia, Serbia, Russia, and Ukraine
  • Vietnam, Republic of Korea, Sri Lanka, Malaysia, Singapore, Indonesia, Australia, New Zealand, Philippines, Taiwan, Hong Kong, India, The People's Republic of China, and Thailand
  • Brazil

Machine Type/Model (MTM) Tier ID Description
4663-AC1 WTY0AC1 1 year, Advanced Expert Care, 1hr Committed Contact
4663-AC2 WTY0AC2 2 year, Advanced Expert Care, 1hr Committed Contact
4663-AC3 WTY0AC3 3 year, Advanced Expert Care, 1hr Committed Contact
4663-AC4 WTY0AC4 4 year, Advanced Expert Care, 1hr Committed Contact
4663-AC5 WTY0AC5 5 year, Advanced Expert Care, 1hr Committed Contact

Country availability:

  • France, Austria, Italy, Germany, Sweden, Luxembourg, Spain, Portugal, Switzerland, Netherlands, United Kingdom, Denmark, Ireland, Belgium, Finland, Norway, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Greece, Hungry, Israel, Kenya, Latvia, Lithuania, Morocco, Nigeria, Pakistan, Poland, Romania, Russia, Saudi Arabia, Serbia, Slovakia, Slovenia, South Africa, Tunisia, Turkey, United Arab Emirates, and Ukraine
  • Argentina, Chile, Colombia, Ecuador, Peru, and Uruguay

If a desired service support level is not available in your country, contact your IBM representative.

For information about IBM FlashSystem 5200, see Hardware Announcement ZG21-0005, dated February 9, 2021.

For information about IBM Storage Expert Care, see Services Announcement ZS21-0002, dated February 9, 2021.

Accessibility by people with disabilities

Accessibility Compliance Reports (previously known as a VPAT) containing details on accessibility compliance to standards, including the Worldwide Consortium Web Content Accessibility Guidelines, European Standard EN 301 349, and US Section 508, can be found on the IBM Accessibility Conformance Report Request website.



Back to topBack to top

IBM Electronic Services

Top rule

Electronic Service Agent and the IBM Electronic Support web portal are dedicated to providing fast, exceptional support to IBM Systems clients. The IBM Electronic Service Agent tool is a no-additional-charge tool that proactively monitors and reports hardware events, such as system errors, performance issues, and inventory. The Electronic Service Agent tool can help you stay focused on your company's strategic business initiatives, save time, and spend less effort managing day-to-day IT maintenance issues. Servers enabled with this tool can be monitored remotely around the clock by IBM Support, all at no additional cost to you.

Now integrated into the base operating system of AIX® V5.3, AIX V6.1, and AIX V7.1, Electronic Service Agent is designed to automatically and electronically report system failures and utilization issues to IBM, which can result in faster problem resolution and increased availability. System configuration and inventory information collected by the Electronic Service Agent tool also can be viewed on the secure Electronic Support web portal, and used to improve problem determination and resolution by you and the IBM support team. To access the tool main menu, simply type smitty esa_main, and select Configure Electronic Service Agent. In addition, ESA now includes a powerful web user interface, giving the administrator easy access to status, tool settings, problem information, and filters. For more information and documentation on how to configure and use Electronic Service Agent, go to the IBM Electronic Service Agent website.

The IBM Electronic Support portal is a single internet entry point that replaces the multiple entry points traditionally used to access IBM internet services and support. This portal enables you to gain easier access to IBM resources for assistance in resolving technical problems. The My Systems and Premium Search functions make it even easier for Electronic Service Agent tool-enabled clients to track system inventory and find pertinent fixes.

Benefits

Increased uptime: The Electronic Service Agent tool is designed to enhance the Warranty or Maintenance Agreement by providing faster hardware error reporting and uploading system information to IBM Support. This can translate to less wasted time monitoring the symptoms, diagnosing the error, and manually calling IBM Support to open a problem record. Its 24x7 monitoring and reporting mean human intervention is not required to report errors.

Security: The Electronic Service Agent tool is designed to be secure in monitoring, reporting, and storing the data at IBM. The Electronic Service Agent tool is designed to securely transmit through either the internet (HTTPS or VPN) or modem to provide clients a single point of exit from their site. Communication is one way. Activating Electronic Service Agent does not enable IBM to call into a client's system.

For additional information, go to the IBM Electronic Service Agent website.

More accurate reporting: Because system information and error logs are automatically uploaded to the IBM Support Center in conjunction with the service request, you are not required to find and send system information, decreasing the risk of misreported or misdiagnosed errors. Once inside IBM, problem error data is run through a data knowledge management system and knowledge articles are appended to the problem record.

Customized support: Using the IBMid entered during activation, you can view system and support information in the My Systems and Premium Search sections of the IBM Electronic Support page.

My Systems provides valuable reports of installed hardware and software using information collected from the systems by Electronic Service Agent. Reports are available for any system associated with your IBMid. Premium Search combines the function of search and the value of Electronic Service Agent information, providing advanced search of the technical support knowledge base. Using Premium Search and the Electronic Service Agent information that has been collected from your system, you are able to see search results that apply specifically to your systems.

For more information on how to utilize the power of IBM Electronic Services, contact your IBM Systems Services Representative, go to the IBM Electronic Support website.



Back to topBack to top

Prices

Top rule

For pricing information, contact your IBM representative.



Back to topBack to top

Country availability

Top rule

Country Planned availability date
Europe
Austria March 23, 2021
Belgium March 23, 2021
Bulgaria March 23, 2021
Croatia March 23, 2021
Czech Republic March 23, 2021
Denmark March 23, 2021
Estonia March 23, 2021
Finland March 23, 2021
France March 23, 2021
Germany March 23, 2021
Hungary March 23, 2021
Ireland March 23, 2021
Italy March 23, 2021
Latvia March 23, 2021
Lithuania March 23, 2021
Luxembourg March 23, 2021
Netherlands March 23, 2021
Norway March 23, 2021
Poland March 23, 2021
Portugal March 23, 2021
Romania March 23, 2021
Serbia March 23, 2021
Slovakia March 23, 2021
Slovenia March 23, 2021
Spain March 23, 2021
Sweden March 23, 2021
Switzerland March 23, 2021
United Kingdom March 23, 2021
Middle East and Africa
Pakistan March 23, 2021
South Africa March 23, 2021
Tunisia March 23, 2021
Turkey March 23, 2021
Trademarks

IBM, IBM FlashSystem and AIX 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. Reference to other products in this announcement does not necessarily imply those products are announced, or intend to be announced, in your country. Additional terms of use are located at

Terms of use

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

IBM Directory of worldwide contacts