IBM Proactive Entry and Full Proactive Price Summary
IBM Proactive Entry and ‘Full’ Proactive Price Summary Table 1
Base Support vs. Proactive Entry vs. Proactive Support: IBM Power Systems and IBM Storage Good Better Outstanding Base Proactive Entry Proactive You can view the Premier/Proactive Support video on You. Tube and/or download the video file from the Partner. World website Note: links are active in Slide Show mode Customization Range of additional customization options inc. ESO/TA Storage for clients who want TA to continue post free period included with product purchase who want TA US Delivery Proactive Problem Avoidance Expert Advice, suite of analytical tools & integrated use of Storage Insights (SI) if active US Delivery Managed Support Named US based Technical Solutions Manager who owns the support experience and acts as extension of client staff within IBM US Delivery Enhanced Problem Resolution Fast, efficient problem reporting/resolution by dedicated team of product support specialists – unique Direct Access Code, potential live/max 30 min 24 x 7, 365* International Delivery US Delivery International Delivery Enhanced Break/Fix Comprehensive Managed Proactive Support Basic Problem Resolution (Warranty/HWMA + SWMA/Support Line) Basic level of reactive support provided by non-US based product support specialists International Delivery Basic Break/Fix Proactive Entry Highlights Dedicated Team Dedicated team of non-US based product specialists who only work with clients in this program Direct Access Code (DAC) Bypass standard phone & electronic reporting and go directly to product support specialists Single Point of Entry & Fast Response 30 min max response for Sev 1 HW & SW reported issues 24 x 7, 365* Fast Resolution Fast diagnosis of issue & direct resolution whenever possible. Managed resolution of reported server OS and/or Storage HW/SW/Mcode issues Routing of Power HW & Middleware issues * Note • Sev 2, 3 and 4 are 8 x 5, M thru Fri only. Without WSU (and SWMA all Sev uplift when appropriate), Sev 2, 3 and 4 issues reported during off shift are next business day 2
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