tss offering flipbook - blog.techdata.de · service extension mvs hwma wsu / msu support line swma...

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA

Hard Drive Retention

CommittedServices

TMS

ETS

PSC

PAA

MTSS

Total SupportSAP HANA

EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

© 2015 IBM Corporation

Technical Support ServicesOffering Flipbookfor IBM Business Partners

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

PLA

TA

IMS

V2.0(Build 20151126)

Three steps to find the right solution ...

SolutionSoftwareby topic: HardwareGeneral

UNDERSTANDthe client business and needs

What is the client doing today and why? (i.e. How is the client operating his IT Infrastructure?) Why is the client doing it today in that way? What does the client would like to do and need? What does the client expect from a support provider (from us)?

EXPLORE Options and Explore

What would you personally recommend and do differenty? Why would you do it differently?

Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment

Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at

Step 2 – Identify the solution (at the right) for related pain points

Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at

Step 0 - How to identify an opportunity?

Use the Client Value Methode:

Ask the following questions related to your specific task:

Step 1 – Select (at the top) the topic the client pain point belongs to

Solution Finder

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

PLA

TA

IMS

V2.0(Build 20151126)




Step 2 – Identify the solution (at the right), for hardware related pain points

Client need support for a machine not covered by an IBM maintenance contract for defect support … HWMA

Client need support for a machine not covered by an IBM maintenance contract to download a firmware … HWMA

Client need a higher service level than the standard warranty terms to i.e. get support at weekends … WSU / MSU

Client wants IBM to replace Customer Replaceable Units (CRU) … WSU / MSU

Client needs support for non-IBM devices ... MVS or IMS

Client is unhappy with his current support provider for non-IBM devices … MVS or IMS

Client would like to have one Service Provider for all devices … MVS or IMS

Client needs fast problem resolution to maximize availability … CS

Client needs to keep replaced parts containing sensitive data for security and confidentiality HDR

Client asks for a recommendation which firmware / microcode to install in the environment … TMS

Client faced an incident / outage due to an old or wrong firmware / microcode … TMS

Client had general Storage system configuration issues, which could have been avoided PSC

Client had general Storage system issues, which could have been avoided with a proper system management PSC

SolutionSoftwareby topic: HardwareGeneral

Solution Finder

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

PLA

TA

IMS

V2.0(Build 20151126)




Step 2 – Identify the solution (at the right), for software related pain points

Client need support for a software not covered by an IBM maintenance contract to get defect support … SWMA or SE

Client need to get access to software updates ... SWMA or SE

Client asks for Support on non-IBM Operating Systems like Windows, Linux or VMWare … Support Line

Client needs How-To Support / has questions which are related to product usage and configuration of his products Support Line

Client has problems to understand the manual or to follow instructions … Support Line

Client need How-To Support … ETS

Client request cross platform analysis of his IT Environment … ETS

Client asks for a named focal point in the support for coordinating critical incidents … ETS

Client asks for regular information related to his IT environment … ETS

Client received the Technical Advisor service during warranty for free and wants to get continuous support ... TA

Client has a need for deep technical advises for his storage infrastructure (SONAS, XiV, ProtecTier) ... TA

Client had general configuration issues with his AIX, PowerVM or PowerHA systems … PAA

Client had general issue with his AIX, PowerVM or PowerHA systems … PAA

Client has large LOGRECs and difficulties to analyze all events … PLA

Solutionby topic: HardwareGeneral Software

Solution Finder

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

PLA

TA

IMS

V2.0(Build 20151126)




Step 2 – Identify the solution (at the right), for environment related pain points

Client is operating a SAP HANA appliance and wants to get an integrated support for the hardware and software SAP HANA

Client is unsatisfied with the existing support model for the SAP HANA system SAP HANA

Client needs one vendor being responsible overall for all service level expectations. MTSS

Client needs simplified processes for all service requests. MTSS

Client needs an Inventory, reporting and invoice management. MTSS

Clients needs to move the support and operation from a box-centric model to an IT infrastructure model EAM

Client has a critical outage with a huge business impact, which required a redesign of the maintenance strategy EAM

Softwareby topic: HardwareGeneral Solution

Solution Finder

Service Extension

MVS

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Hardware Maintenance Services

Offering - overview

Access to a knowledge pool of support specialists Provide hardware defect support for IBM products Help minimize costly downtime and protect against outages Provides access to IBM Intellectual Property

(e.g. Firmware updates - please note: systems, where the hardware related code is sold under the Software License agreement, must have SWMA to get access to product updates)

Provides capabilities for automated monitoring and service ticket opening („Call Home“ functionality)

Enable accelerate recovery

Value for the client

Client asks for support for a machine not covered by an IBM maintenance contract

client needs defect support client wants to download a firmware / microcode

Trigger Events

General Business Rules

Pricing depends on the product with different methodologies: price per machine, price per Feature Codes or both

The lowest post-warranty service level corresponds to the service level offered during the warranty period (as defined by the product Brand)

Exception: for products with a 24x7 warranty, TSS EMEA also offers IOR SBD 9x5 (IBM On-site Repair, Same Business Day, 9 hours 5 days)

There is no list price for the 24x7 service. This service level is calculated as an country specific uplift of the IOR SBD 9x5.

General Pricing Rules

Platform Indicator

System z Power Storage non-IBM

X X X

Service Product ID : 6948-79K The Hardware Maintenance of IBM products being the base

Maintenance offering, there is no prerequisite to selling it to our customers.

However, while there is no specific requirement offer a maintenance contract that takes over from the warranty period, a maintenance win-back from a TPM (Third Party Maintainer) or a self-maintained customer requires the execution of an MSQ (Maintenance Service Qualification) by the local Service Delivery Team (perform safety inspection, run tests, check configuration, connection to IBM, …)

HWMA

IBM Hardware Maintenance is a post-warranty offering, which provides continuity of service for post warranty is the foundation for enhanced services helps clients achieve timely problem resolution

The base maintenance service associated with machine type/model is defined by a combination of: The applicable Service Delivery Method (SDM) A target Response Time Period of coverage in days per week and hours per day

Service Extension

MVS

HWMA

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Offering - overview

ensured support for required business hours reduced local efforts as Customer Replaceable Units will be

installed by IBM specialists


Client has a need for higher service level than the standard warranty terms to i.e.

get support on weekends (WSU 7x24) get replacements done by IBM for Customer Replacable

Units (CRU)

Trigger Events


MSU : There is no List Price for services above IOR SBD 9x5. Prices for the IOR SBD 18x6 and 24x7 service levels are calculated as an uplift to the IOR SBD 9x5.

WSU : List Prices obey to 2 different scenarios depending on the product categorization

1. WSU prices are calculated as a country specific percentage of the annual post-warranty maintenance price

or

2. WSU prices are those available in Sales Manual. Note that, depending on the product, there may be a maintenance charge on the Model, Feature Codes or both.


Warranty & Maintenance Service Upgrade (WSU/MSU)

Platform Indicator


X X X

MSU Service Product ID : 6942-85R Prerequisite to MSU: HWMA

WSU Service Product ID : 6942-85P Prerequisite to WSU: machine under warranty The WSU duration is aligned to the warranty duration

Warranty Service Upgrade (WSU) and Maintenance Service Upgrades (MSU) enhance the level of service from the base service offered during warranty and post-warranty respectively for a given machine type/model. Upgrade service delivery method : entitlement to full onsite

part replacement of customer replaceable units (CRU) by IBM. Higher level of target response time (next day to same day) Extend coverage hours (5x9 to 7x24) Client can tailor the service level to his needs

WSU / MSU

Service Extension

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Multi-vendor Support Services (MVS)

Maintenance Services for non-IBM Products offer customized services to help simplify the complexity of managing maintenance within clients multivendor environment. single price, single contract and single invoice for IBM and non-

IBM systems End to end support covering the entire data center(IBM & non

IBM) : network, Servers, Storage, Cloud Consolidated performance tracking and reporting Transition management services (OEM storage, servers to IBM

world) Project management for integrated maintenance activitiesIBM provides a single point of contact and support for a comprehensive solution that helps optimize clients investments.

Offering - overview

Single point of contact, one problem owner and one contract Significant lower maintenance cost with higher SLAs and

efficiency Reduced local efforts for procurement and IT operation team


primary target clients are clients with a current IBM inventory client is unhappy with his current support provider client would like to have one Service Provider for all brands. client needs to renew his contract within 8 months clients non-IBM inventory is >3 years old (servers and storage)

Not looking for OS support as their systems are stable clients having a large Wintel servers install base (high SLAs) clients who are not having on going development projects on

their systems (in terms of: SW and HW Upgrade or Expansion) clients where STG are trying to displace Oracle/HP the clients networking inventory is mainly composed but not

limited to Cisco, Juniper, Avaya, ADVA , F5, Riverbed, Polycom equipment

Trigger Events


For MVS our prices are mainly dependent on Alliances partners or vendors quotations: • Important to have a right inventory with machines types & SLAs• Important to take in account quotation delays from partners.• Important to understand partners pricing models & systems


IBM as a leading service provider, with proven structures and capabilities available 24 x 7 (Same support structure used for non-IBM systems as for IBM machines)

Broad product know how, due to world wide support capabilities

MVS support is already provided to huge number of clients including all Strategic Outsourcing clients

Why IBM

Platform Indicator


X

Business/Engagement rules are mainly linked to OEMs business/ engagement rules policies

Work closely with local alliance partner & partner customer rep In case of direct OEM maintenance win back please always

contact your local IBM representative as partners policies are not easily allowing it (F5, Riverbed, NetApp,…)

As TSS provide mainly HW support and respect OEM IP protection please check that customers are not expecting access to firmware and/or SW patches access

MVS

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

V2.0(Build 20151126)

Integrated Multi-vendor Support (IMS)

Platform Indicator


X

IMS

Primary target Clients are those with a current IBM inventory, server and storage, supported by IBM

Client is dissatisfied with his current support provider Client is looking for simplification, one single contract for IBM

and non-IBM inventory Client is looking to simplify IT Support Client is looking for reducing his OPEX Clients’ non-IBM inventory is 4 years or more after initial

product announcement (servers & storage) Clients’ non-IBM inventory going EoL/EoSL by Manufacturer Clients planning to replace non IBM equipment with IBM

equipment – STG winback sales

Trigger Events

IMS is a global hardware maintenance service offering for selected non-IBM Storage, Servers and Networking equipment.IMS has a simplified go to market model, pre-qualified & pre-priced to make selling MVS easier:• Speed to pricing with a quotable price • No Special Bid required• Fixed price - minimal to no configuration required

IMS takes advantage of the concept maintenance life cycle management, allowing the IBM sellers to become the Clients’ trusted maintenance adviser. Recommendations to help Clients to determine and manage their maintenance needs.IMS is one offering of the MVS offering portfolio

Offering - overview

Single point of problem ownership for IBM & non IBM equipment

Extend life of the equipment at a lower price than the Manufacturer Optimize ROI and reduce cost

Value for the Client

IBM is the leading service provider, with proven structures and capabilities available 24 x 7 (same support structure and systems used for non-IBM and IBM products)

Broad product know how, due to world wide support capabilities expertise in-house and in partnership with the best of breed suppliers on the market

More than 30 years experience with MVS support

Why IBM


For MVS our prices are mainly dependent on Alliances partners or vendors quotations : Important to have a right inventory with machines types & SLAsImportant to take in account quotation delays from partners.Important to understand partners pricing models & systems


Business/Engagement rules are mainly linked to OEMs business/engagement rules policies Alliances partners Work closely with local alliance partner & partner client rep In case of direct OEM maintenance win back please always

contact your MVS offering team as partners policies are not easily allowing it (F5, Riverbed, NetApp,…)

Unix/X86 Servers, Storage As TSS provide mainly HW support and respect OEM IP

protection please check that customers are not expecting access to firmware and/or SW patches access

Service Extension

MVS

HWMA

WSU / MSU

Support Line


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Software Maintenance (SWMA)

IBM Software Maintenance is a remotely delivered support service to help diagnose and

resolve common problems with operating systems and application software on IBM and specific non-IBM products

one-stop access to highly-skilled IBM specialists with direct links to both IBM and vendor skilled development labs to help ensure swift problem resolution

Expert technical support for routine and business critical “severity 1” issues

IBM is a single source of support for a broad range of technical support issues thereby reducing the need for internal client resources skilled in system and software implementation allowing the client to concentrate on day-to-day business projects

Offering - overview

Access to a knowledge pool of support specialists Enhanced software availability by delivering timely problem

resolution Ability to upgrade to the latest eligible software

(please note: systems, where the hardware related code is sold as firmware, must have HWMA to get access to firmware updates)

Flexible and easy way to purchase SWMA, consolidating multiple systems and offering multiyear options in a combined rolling contract.


Need to increase availability Increase system availability while not losing or slowing

down end user and client accessibility Increase availability to decrease risk

Need to reduce costs Shrinking IT budgets put a new level of focus on your IT

departments ability to take-on new projects while tasked with the existing mission-critical ones.

need to protect your budget without impacting your mission-critical production applications

Speed return on investment while driving productivity

Trigger Events


Pricing methodology may vary from product to products Mainly it’s priced per processor, but may also have following

units: per server, per install, per device, per user, per socket, per TB, etc.

Specific pricing rules should be discussed directly with your local IBM representative


Platform Indicator


X X

TSS is responsible for SWMA renewals on eligible Power and Storage products after initial SWMA contract expired

No direct prerequisites for SWMA, but it’s highly recommended to have HWMA and base SWMA if add. options are available

SWMA renewals cover software support and subscription (fixes, new versions)

Entitlement can be based on hardware serial number or customer number for specific products

SWMA is available mainly through all channels and can be contracted via ESA, SSU or standalone (at list price, no discount)

SWMA

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Service Extension (SE)

Platform Indicator


X X

Service Extension (SE) provides extended support for IBM Software that has been announced End of Service (EOS).

SE can provide extended support for upto 3 years after the official EOS date depending on the policy defined in the SW lifecycle:

• If the lifecycle shows policy type S (Standard) then typically SE is available for 2 years after EOS

• If the lifecycle shows policy type E (Enhanced) then typically SE is available for 3 years after EOS

• If the lifecycle shows policy type O (Other) then typically SE is not available

Depending on the age of the product, skills available and client requirements, there are usually 2 levels/types of support available:

• Usage, Known & New Defect (this includes fixes for new defects)• Usage & Known Defect (this does not include fixes or support

for new defects)

Offering - overview

Enables clients to run their end-of-service IBM software with continued access to highly skilled specialists

Provides support for an almost unlimited number of calls for your usage , configuration, implementation and defect-support questions

Provides around the clock support for customer critical problems

Helps avoid costly downtime by providing more consistent service and faster problem resolution

Offers flexible service options to support your needs


Need for continued access to IBM technical support to handle “how to,” usage and defect questions for end-of-service IBM software

Need to avoid extended downtime due to slow problem resolution

Need to reduce total cost of ownership and have more flexible technical support options to support your unique needs

Trigger Events

Service Extension


• Usage & Known Defect (UKD) support is not an externally announced offering

• TSS must advise Clients that IBM do not recommend continued use of EOL software versions

• TSS must advise Clients that it is the Client’s responsibility for maintaining the security of their systems

• TSS sellers should set expectation with Clients about what is/isn’t included (see Wiki)


For many STG products pricing has been agreed at a global level. Currently, pricing is available for the following:

In many countries, this pricing is implemented in CHIS (or equivalent). If this is not the case for your country please refer to your local contact. For these products revenue is shared between TSS and STG.

For all SWG (Middleware) Service Extensions a request must be created in the Special Bid Management Tool.

http://www-01.ibm.com/software/support/lifecycle/

Service Extension

MVS

HWMA

WSU / MSU

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Support Line (SL)

Provides support for those operating systems and associated products that are not available with the Software Maintenance like Windows, Linux, VMware, Storage, System z

Support Line offers remote assistance and answers to usage and installation questions product compatibility and interoperability questions interpretation of product documentation

Offering - overview

Reduced operational environment downtime and enhanced availability.

Reduced cost of supporting the IT environment Support is available 24x7 for business critical issues. Helps speed resolution with a single vendor taking ownership

from initial problem report through resolution


Client asks for Support on non-IBM Operating Systems like Windows, Linux or VMware

Client needs How-To Support / has questions which are related to product usage and configuration of his products

Client has problems to understand the manual or to follow the instructions

Client wants to get support from a single vendor taking ownership – HW and SW support in one responsibility

Trigger Events



Platform Indicator


X X X X

Why IBM

IBM support personnel is cross-trained in Linux/Windows operating systems, IBM server hardware and IBM storage

Experience with VMware integration problems related to SANs Competitive pricing, support groups allow clients flexibility Unlimited calls, unlimited callers, unlimited hours of support HW and SW Support available from IBM, taking ownership

Offering ID: 6942-62D - Support Line

Offering Component IDs:• 6942-98E - SL for Linux Cluster per server• 6948-M96 - SL for Linux PC / x86 per server/chassis• 6948-M95 - SL for Linux Power per server+size category• 6948-B72 - SL for zLinux per IFL• 6948-N01 - SL for Vmware per server/chassis• 6948-M97 - SL for Windows per server/chassis• 6948-M98 - SL for z/OS support groups MTM• 6948-M99 - SL for z/VM support groups MTM• 6948-N04 - SL for Disk & Tape • 6948-N03 - SL for SAN & NAS

• Prerequisites: product subscription from vendor/IBM• Direct and BP channels

• Eligible to term discount• Contract types: ESA, SSU• Offering not linked to customer’s inventory

Support Line

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Committed Services (CS)

Offering - overview

service level options tailored to client business needs Helps to provide rapid problem resolution, improving hardware

availability across complex IT infrastructures Helps to save costs by reducing lost productivity


Client needs rapid problem resolution to maximize availability. Client needs to reduce cost by minimizing lost IT productivity Client needs customized Service Level Agreements Client needs to optimized delivery structure to fulfill service

obligations

Trigger Events


Prices for Committed Services vary by country

General rules are :

1. The Maintenance Service Upgrade Committed (MSUC) service is the committed post-warranty service and is calculated as a percentage of the standard (non-committed) post-warranty service

2. The Warranty Service Upgrade Committed (WSUC) price includes the standard WSU price and is calculated as a percentage of the standard (non-committed) post-warranty service


Committed Services is an offering which significantly enhances IBM Hardware Support and Multi Vendor Support. Service levels Options currently available within the Committed Services portfolio include: guaranteed fix time guaranteed response

on site with parts guaranteed call-back time

Platform Indicator


X X X X

WSUC = WSU with Committed service level WSUC Service Product ID: 6942-85Q Prerequisite to WSUC: machine under warranty

MSUC = MSU with committed service levels MSUC Service Product ID : 6942-85S Prerequisite to MSUC: HWMA

STANDARD

OFFERINGS

Contact Time Onsite Response with

parts

Committed Fix Time

Response Time 2H 4H 6H8H

12H

24H

CommittedServices

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA

CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Hard Drive Retention (HDR)

For clients that want to retain failed hard drives that contain highly sensitive data, rather than having to return them to IBM as used returnable parts or purchasing the failed drives at their retail price.

The hard drive retention option is available for IBM System i, System p, System x and System z platforms as well as IBM storage products.

Unlike competitive services, the hard drive retention option is a reasonably priced enhancement to product warranty and maintenance service agreements.

Offered as an annuity contract available during warranty or post-warranty periods on IBM server and storage products

simplifies asset tracking, depreciation and budget planning by embedding hard drive retention into the support expense.

Offering - overview

Keeps highly sensitive data in house, supporting compliance with security and privacy laws

Integrates data security compliance into system support processes

Simplifies asset tracking, depreciation and budget planning by embedding hard drive retention into the support expense


Client has sensitive IT information stocked on disks. Client needs to keep old parts containing data after

maintenance action for security and confidentiality. Client needs to keep highly sensitive data in house, supporting

compliance with security and privacy laws

Trigger Events


locally priced by country

with individual calculation methods

prices are sourced in country CHIS tables


Platform Indicator


X X X

• follow local rules by country


Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Enhanced Technical Support Services deliver an integratedsupport with fast and committed response times and proactive services. Proactive services

Reports, analysis, and advices aimed to maximize the availability across client’s HW & SW IT infrastructure

Installation, usage and configuration remote assistance SAN & Storage Maintenance Level Check-up

Integrated service Designated technical team for each client’s organization single point of contact and accountability for clients'

support needs. Integrated, cross-brand and cross-platform support

Rapid response committed response time of 30 minutes for Severity 1

conditions faster response times for non-critical incidents

For general business (small and medium) clients a low price option is available Power Systems (i, p): ETS Gateway

proactive services are provided through a web portal

Offering - overview

resilient infrastructure with minimized risk of disruption Maximized availability of complex IT infrastructures Proactive advice and guidance to pre-empt problems Timely access to collective IBM expertise and support Rapid, onsite software support for emergency situations An effective way of managing TCO and unlocking resources


Client needs How-To Support Client requests cross platform analysis in his IT Environment Client asks for a named focal point in the Support for the

important incidents Client asks for regular information about his IT environment Client deployed a business critical application Client faced several critical outages or experienced performance

issues

Trigger Events


Offering ID: 6942-73J – Enhanced Technical Support

Offering Component IDs:• 6948-L05 - ETS for system I per processor group• 6948-L06 - ETS for System p per processor group• 6948-L07 - ETS for Z/OS per MSU • 6948-L09 - ETS for SAN & Storage per complexity code• 6948-L79 - ETS for Networking MV per complexity code• 6948-L20 to 23 - ETS for GDPS per software product• 6948-L11 to 14 - ETS for Linux per server’s range• 6948-L15 - ETS for Windows per server’s range • 6948-L16 - ETS for Vmware per socket number • 6948-L18 - ETS Technical Assistance per number of days


Enhanced Technical Support (ETS, ETS Gateway)

Platform Indicator


X X X X

• Prerequisites: HWMA or Warranty, SWMA on Power & Storage• Direct and BP channels• Eligible to term discount• Contract types: ESA, SSU, SBO• linked to customer’s inventory on Power & System z • linked to customer number on Storage, Network, Windows/Linux

ETS

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

IMS

V2.0(Build 20151126)

Technical Advisor for Storage

Offering - overview

Increased IT-staff efficiency through support-process protocols and high-severity problem management

Faster resolution and more effective support process to manage complex problems

In-depth knowledge to help increase internal resource availability


Client received the Technical Advisor service during warranty for free and wants to get continuous support

Client has a need for deep technical advises for his storage infrastructure (SONAS, XiV, ProtecTier)

Trigger Events

• Prerequisite: HWMA and SWMA • Direct and BP channels• Eligible to term discount• Contract types: ESA, SSU• linked to customer’s inventory TSS is responsible for TA renewals on eligible Storage products

after initial TA from warranty period expired


•Offering ID: 6948-16E – Technical Advisor for Storage

•Offering Component IDs: 6948 – L43

General Pricing RulesOur service is designed to:

Provide continued technical-advisor

assistance to help improve storage

availability and reduce high-severity

problem resolution time

Help avert problems with proactive IT

planning and preventative-support advice

Promote staff efficiency through support

protocols and critical-problem management

With extensive knowledge of storage products and support infrastructure, our highly skilled

advisors can provide proactive guidance to help address complex storage solution

problems and preempt future issues.

With extensive knowledge of storage products and support infrastructure, our highly skilled advisors can provide proactive guidance to help address complex storage solution problems and preempt future issues.

Our service is designed to: Provide continued technical advisor

assistance to help improve storage availability and reduce high-severity problem resolution time

Help avert problems with proactive IT planning and preventative support advice

Promote staff efficiency through support protocols and critical problem management

Platform Indicator


X

TA

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Total Microcode Support provides an analysis and updatesupport for key components of the client’s IBM systems.

is a cross-platform hardware capability. Support Specialists with deep product skills analyses the

installed microcode on all contracted systems and create a report with the recommended target state of the microcode in relation to the IT architecture.

includes the installation of the recommended Microcode by an IBM System Service Representative (optionally).

Offering - overview

Increased availability due to optimized and matched microcode level for the IT infrastructure

frees up client resources to focus on clients core competencies Faster problem solving in the event of a malfunction IBM Technical Relationship Manager as a dedicated contact


client asks for a recommendation which firmware / microcode to install in the environment

client faced an incident / outage due to an old or wrong firmware / microcode

client complains that IBM is releasing a lot of new firmware / microcodes regularly and client is not able or hasn't the time to check all the new codes

client requests a recommendation on a regular basis as part of his own change management

Trigger Events

• 6948-E35 – Total Microcode Support (TMS)• Prerequisite: HWMA, SWMA (for Storwize & XiV products)

• Directly linked to customer’s inventory• Eligible to term discount and volume discounts

• Special handling if you Insert TMS into existing “non-standard-period” proposals (different to 12,24,36,48 … 60 or multiples)

• Special handling at contract cancellation• Please contact your IBM Representative in case of special

handling!


TMS prices are calculated per machine type/model and Service Level codes (SLCs) and are available in CHIS/ISAT.

TMS prices are including a “volume discount at machine level” for:

SLC= ST1 TMS - 1 analysis per yearSLC= ST2 TMS - 2 analyses per yearSLC= ST5 TMS - 1 analysis & update per yearSLC= ST6 TMS - 2 analyses & updates per year

Additional “volume discount at engagement level” can be granted via Special Bid for

<20 Machines = 0% <50 Machines = -5%<100 Machines = -10% <200 Machines = -15%>200 Machines = -20%


Total Microcode Support (TMS - previously GTMS)

Platform Indicator


X X

TMS

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Proactive AIX Analysis (PAA)

Proactive AIX Analysis (PAA) will provide clients with the ability to control their AIX, Power VM and Power HA systems.

It provides monthly status reports on clients AIX system. Clients only have to send their snap files to IBM and will automaticallyreceive a status report for each LPAR, whether it is AIX, PowerVM or PowerHA.

The reports are provided in pdf format on a monthly basis and contain information about: installed software performance tuning settings Availability Serviceability log analysis

Offering - overview

Prevent outages by proactively manage the infrastructure Eliminate client internal efforts for system analysis and

operating reduced education efforts Flexible usage of internal IT staff, because of reduced efforts for

regular system analysis and reactive support


Client suffers from system downtime Client has outages due to back level Client has performance issues related to incorrect parameter

settings Client asks for a specific analysis of AIX, PowerVM and/or

PowerHA systems

Trigger Events


Offering and prices available in CHIS / ISAT

Prices are based on packages for 10 logical partitions (LPARS) per year including

– status reports for up to 10 LPARS per month

– LPARs can be different month over month


Platform Indicator


X

• 6948-M64 - proactive AIX analysis for System p and System Power

• Prerequisites: HWMA, SWMA• Direct and BP channels

• Eligible to term discount• Contract types: ESA, SSU, Standalone• Offering not linked to customer’s inventory

PAA

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

TA

IMS

V2.0(Build 20151126)

Proactive Log Analysis (PLA)

Proactive LOG Analysis is monitoring and analyzing the LOGREC information and delivers a customized and individual action plan

Client only has to send the LOGRECs via FTP to IBM IBM uses an automated and intelligent LOGREC Scanner to pre-

analyze LOGRECs quickly and precisely by eliminating duplicates and by identifying system critical alerts

IBM software support specialists analysis pre-analyzed critical data for the different products (e.g. z/OS, IMS, CICS; DB2, MQ, WebSphere etc.)

IBM develops action plan for critical alerts and provides the information via Web Interface

Client reviews action plan and follow up with IBM recommendations

Offering - overview

Reduced risk of IT downturns because of recommendations right in time

Continuous control of his environment by IBM Extensive and time consuming analysis will be done by IBM SW

Experts Action Plan with recommendations on every analyzed problem

also for OEM- and User errors in his z/OS environment Customer’s IT specialists get more time to do strategically

more important tasks


Client suffers from availability issues, system disruptions or outages

Client opened a lot of PMRs Client has large LOGRECs and is not analyzing them Client has lack of skills or time to analyze all events in LOGREC Client has difficulties to filter the important and unimportant

events in LOGREC

Trigger Events


• Customized pricing

• Manually entered in CHIS


Platform Indicator


X

• 6948-L33 – Proactive Log Analysis for z/OS

• Prerequisite: Support Line for z/OS

• Not linked to customer’s inventory

• Eligible to term discount

PLA

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PAA

MTSS


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Proactive System Check (PSC)

Proactive System Check for Storage (PSC) is designed to avoid system down time and to allow optimal performances byperforming regular proactive checks of the system and configuration. It is composed of 3 basic check routines for each supported Storage product: a health check to validate the functional integrity of the

machine a configuration check to validate the set-up of the machine in

its environment a communication check to validate the connections of the

machine with its environmentClients do get a report on a system level about the health of their key storage components

Offering - overview

PSC prices are calculated per machine type/model and Service Level codes (SLCs) and are available in CHIS/ISAT.

PSC prices are including a “volume discount at machine level” for:

SLC= SP1 - PSC – 1 annual check 0% SLC= SP2 - PSC – 2 annual checks -10% SLC= SP3 - PSC – 3 annual checks -15% SLC= SP4 - PSC – 4 annual checks -20%

Additional “volume discount at engagement level” can be granted via Special Bid as for:

2 Machines = -10% 3-6 Machines = -15% 7+ Machines = -20% Discount based on the number of overall machines

covered with PSC per contract/engagement


Client had general configuration issues, which could have been avoided

Client had general issue, which could have been avoided with a proper system management


Trigger Events

Prevent outages by proactively manage the infrastructure Eliminate client internal efforts for system analysis and

operating reduced education efforts Flexible usage of internal IT staff, because of reduced efforts for

regular system analysis and reactive support


• 6948-K51 – Proactive System Check• Prerequisites: HWMA, SWMA (for Storage Software products)

• Directly linked to customer’s inventory• Eligible to term discount and volume discounts• Expansion units or sub-memories will be added with a Zero PSC

price (included within the PSC price of the hosted machine)

• Special handling if you Insert PSC into existing “non-standard-period” proposals (different to 12,24,36,48 … 60 or multiples)

• Special handling at contract cancellation• Please contact your IBM Representative in case of special

handling!

Platform Indicator


X

PSC

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS

EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Total Support for SAP HANA

Platform Indicator


X

Total Support for SAP HANA is designed to support clients running the IBM System solution for SAP HANA. A specialized team has been established to act as a single point of contact(SPOC) for all technical issues and questions of the complexInfrastructure stack. The combination of fast problem resolution and proactive services for avoiding downtime help clients to achieve maximum availability for their systems.It includes: Single Point of Contact A dedicated Technical Support team skilled for the STG solution

for SAP HANA is acting as focal point for all customer interactions

Optimized Reactive Services Fast response time of 30 minutes Escalation and coordination to worldwide IBM L2 and Labs Fix recommendation in sync with appliance restrictionsProactive Service Health check with detailed analysis and recommendations Analysis of SW stack Yearly configuration planning

Offering - overview

An effective way of managing total cost of ownership and freeing up customer resources

Focal point for support all related activities (e.g. problem resolution, support critical situation management, ‘how to’, project services )

Improved availability through proactive planning, advices and guidance


Client is operating a SAP HANA appliance and wants to get an integrated support for the hardware and software.

Many clients focussing on application and database layer in the early phase applying this new solutions and want help in the operation of the infrastrcuture.

Clients have no or low skills for the specialized infrastructure stack (GPFS).

Clients tend to see appliances (solutions) asblack boxes avoiding to much investment in skills for operating the infrastructure stack

Trigger Events

Offering prerequisites:

HWMA 24x7 Passport Advantage for GPFS Support Line for Linux (SUSE Linux Enterprise Edition)

Service offering details: Service Offering: 6950-95C - IBM Solution Support Services Service Product: 6948-19J - Total Support Service Component: 6948-M87 - for SAP HANA


Total Support for SAP HANA pricing is loaded in CHIS. Pricing relates to the configuration of the SAP HANA system:

# of systems and kind of systems (productive or non-productive)

# of nodes per system Memory used per node

Options: addition Health Checks / person days (where available)



Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA


EAM

Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

IBM Managed Support Services - managed technical support provides: A single point of contact and accountability Simplified contract structure designed to deliver efficient

invoicing and consistent service levels Faster problem resolution supporting multi-vendor products

and peripherals A solution tailored to your business objectives and availability

requirements Key Elements are:

Hardware and Software Delivery Management Availability Management Change Management Electronic Link Option Vendor Management / Eligible Service Provider

Management Inventory Management Reports and Reviews Tailored Invoicing Warranty Management

Offering - overview

Reduced downtime — even improve availability — via proactive reporting and analysis

Reduced cost of maintenance, service and support Focus IT resources on strategic business initiatives


Client needs one single point of contact. Client needs one vendor being responsible overall for all service

level expectations. Client needs simplified processes for all service requests. Client needs inventory and reporting management. Client need to monitor support vendors and related contracts. Client has many subsidiaries and not a clear view on IT

expenditures.

Trigger Events


Customized pricing


Managed Technical Support Services(MTSS)

Platform Indicator


X X X X

Prerequisite: HWMA, Recommended HWMA + Support Line

Consultative selling with customized contract (Special bid)

Offering ID: 6950-95E IBM Managed Support Services

Offering Component IDs: 6948-74R – managed technical support 6948-G66 – hardware & software delivery management 6948-G67 – inventory management 6948-G68 – availability management 6948-G69 – change management 6948-G70 – reports & reviews 6948-G71 – vendor management 6848-G72 – warranty management 6948-G73 – electronic link option 6948-G74 – tailored invoicing 6948-G75 – remote monitoring

MTSS

Service Extension

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


Solution Finder

PLA

TA

IMS

V2.0(Build 20151126)

Enterprise Availability Management

Enterprise Availability Management helps our clients to design, implement and manage their IT processes and environments using IBM's experience, skills and ITIL V3 best practices. EAM provides a holistic view of IBM hardware, software and

multi vendor EAM focuses on availability, sustainability and pro-activeness EAM provides a dedicated Client Availability Leader (CAL) with

ITIL v3 certification and experience who will: deliver best of breed industry availability experience help the Client to design, implement and deliver to ITIL v3

standards manage the Client's environment to agreed ITIL v3

structured KPI's provide a pro-active approach assisting the Client to

maximize IT

Offering - overview

Maximized the return of IT Investments Improved business continuity and availability Improved innovation and protection of investment Improved Business Processes with 100% transparency of

business process and KPIs Reduced Total Cost of Operations through standardized and

automated operation


Client has high availabilty demand Client recently suffered from critical outage with a huge

business impact Clients needs to move the support and operation from a box-

centric model to an IT infrastructure model

Trigger Events


• Offering available in CHIS / ISAT with a fixed prices per service

• Offering ID: 6950-95E IBM Managed Support Services

• Offering Component IDs: – 6948-M42 – EAM on Request– 6948-M43 – EAM Continuous Presence– 6948-M44 – EAM Deep Engagement

• Within each of the 3 base offerings, the following optional modules can be selected:

– 7x24 Availability Management– Extended Service Management (ESM)– New Product Introduction (NPI)

• Note: “ESM” and “NPI” can be selected multiple times (as price is based on 5 days),

– e.g. if client requires 10 days, the optional module has to be selected twice in CHIS to reflect the correct price.


Platform Indicator


X X X X

• Contract vehicles: ESA and SSU• Prerequisites: HWMA, SWMA• Optional modules are only available if the Customer has

selected an EAM base contract (EAM On Request, EAM Continuous Presence or EAM Deep Engagement).

EAM

MVS

HWMA

WSU / MSU

Support Line

SWMA


CommittedServices

TMS

ETS

PSC

PAA

MTSS


EAM

Solution Finder

PLA

TA

Service Extension

IMS

V2.0(Build 20151126)

© 2015 IBM Corporation

Trademarks and notes

IBM Corporation 2015

IBM, the IBM logo, ibm.com are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. Other product, company or service names may be trademarks or service marks of others. A current list of IBM trademarks is available on the web at "Copyright and trademark information" at ibm.com/legal/copytrade.shtmlOther company, product and service names may be trademarks or service marks of others.References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

http://www.ibm.com/legal/copytrade.shtml

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