IBM TSS – Software Services

IBM Enhanced Technical Support (ETS)

Technical Support Services – Enhanced Technical Support

What is ETS?

What platforms are covered?

What are the benefits?

What are the deliverables?

Who delivers ETS?

Technical Support Services – What is ETS?

Enhanced Technical Support complements and enhances the basic IBM

support offerings, such as IBM Software Maintenance, IBM Support Line

and IBM Hardware Maintenance.

Enhanced Technical Support

Base Maintenance

IBM Hardware Maintenance/Warranty

IBM Software Maintenance

IBM Support Line

Builds on IBMs ‘standard support’ and locks together IBMs hardware and software maintenance contracts.

Technical Support Services – Reactive, Proactive, Integrated

Enhancing the Reactive Response

*30 minute response to severity 1 (24x7)

*Critical Situation Management

*PMR Escalation

Reactive

Being Proactive

*Dedicated Remote Account Advocate

*Regular Review Calls

*ETS Monthly Review Reports

which includes call data and tailored

preventative maintenance info

Being Integrated

*No demarcation between

HW & SW Support Calls

*Seamless transfer between

IBM HW & SW Support Organizations

ETS strives to improve a customer’s service experience of

IBM in 3 key ways:

Technical Support Services – ETS Supported Products

AIX i/5OS z/OS Storage

Linux Windows VMware Pureflex

ETS Supported Products

Defect and Non-Defect

Technical Support Services – ETS Delivery

ETS Benefits

Dedicated Remote Account Advocate

30 minute Response of Severity 1

Planned Outage Notification

Critical Situation Monitoring

Problem Management

Monthly Review Reports

Regular Review Calls

Performance Management

Proactive Preventative Maintenance

Healthchecks

Customer Days

Base Hardware/Software

ET

S D

eliv

ery

Technical Support Services – Performance Management

PM for Power Systems :

http://www-03.ibm.com/systems/power/support/perfmgmt/

Supporting IBM i, IBM AIX® and the Linux® operating systems

ETS clients are entitled to full detail level PM reports, in addition to the non-chargeable option. Reports gather your system's current utilization and growth trends

O Electronic Service Agent

(ESA) needs to be activated or

have an IBM management

Console with the Call home

function Enabled in a Power

Systems Environment

O Secure data - clients are given

a registration key to access the

PM tool

O Wealth of information provided

to interpret your performance

data

O Pre-req ensure OS is running

at the latest version

O PM tool accessed via a web

browser

O Direct link to IBM Systems

Workload Estimator(WLE)

Technical Support Services – MLCRs

Maintenance Level Comparison Reports

IBMi/i5OS AIX

Technical Support Services – ETS v Base Support

Feature Base Support ETS

Remote Support for Defect and

Non Defect Questions and

Problems

Yes Yes

Unlimited Number of Calls Yes

Yes

Electronic Call Reporting and

Tracking

Yes

Yes

Responsiveness on Severity 1s 2 hours 30 mins

Critical Situation Management Yes

Problem status report Yes

Proactive Services - Monthly Review Reports

(current status on open calls)

- Full Performance Management

Entitlement (System i & p)

- MLCR - Maintenance Level Comparison

Reports

Yes

Account Advocate Team Yes

Technical Support Services – IBM ETS rAA Team

ETS Remote Account Advocate (rAA) Team

Team Details :

Core hours : 9 to 5pm (Mon-Fri)

Team taskID : etssupport@uk.ibm.com

Clients have access to the rest of the ETS team

Remote Account Advocates - Technical Support backgrounds

Delivery :

Main focal point to ETS customers

Follow up severity 1 calls

Problem escalation assistance

Monthly ETS reports including tailored preventative maintenance information.

Quarterly/Monthly Review calls

Organise entitlement for Performance Management and MLCRs

Technical Support Services – ETS - Solution for you?

ETS Spotters :

Do you require an enhancement to your base

support?

Do you require a quicker response time on your

critical calls?

Do you require a main focal point of contact in

Technical Support?

Would you like to bridge the gap between your

Software and Hardware support?

Do you require the latest preventative

maintenance against your given platform?

If the answer to any of these is "YES" then

Enhanced Technical Support is the solution for

you.

Technical Support Services – ETS Offering

If Enhanced Technical Support fits your business requirements -

Please contact your IBM Account Sales Representative