IBM Advanced Support Offering

Created by Bill Penny on Mon, 04/10/2023 - 18:16

Published URL:

https://www.ibm.com/support/pages/node/6982807

6982807

Support Guide

IBM Advanced Support

Provides a higher tier, priority care support beyond that provided with the standard Subscription and Support.

IBM Advanced Support is for clients with select IBM programs acquired through IBM Passport Advantage and active IBM Software Subscription and Support (S&S) and/or an active SaaS subscription and/or active Sustained Support.

IBM Advanced Support is offered to provide an enhanced experience with prioritized case handling and shorter response time objectives.

Overview

Increased responsiveness and higher support case prioritization
Priority Access to Senior Technical Support Professionals
Holistic approach of advising clients based on case patterns

Value

Provides a higher level of service above the base Support & Subscription model
Allows clients that require a higher priority level of support to receive special case handling and enhanced SLO’s
Provides a holistic approach of advising clients based on case patterns
Differentiated Support experience for customers based on their needs
Support Case Lifecycle management - Monitoring, managing and assisting in critical Support cases including engaging appropriate escalation processes
Support Case reporting and trends, clarity of status of priority cases on a mutually agreed basis to ensure proper case prioritization with business alignment

What's Provided

Increased Responsiveness
Higher Support Case Prioritization
Priority Access to Senior Technical Support Professionals
Mutually agreed Critical Severity 2’s will be worked 24x7 if Customer agrees to work 24x7 as well
Single Software Support Executive Sponsor for Hyper-care situations

Prerequisites

Active IBM Subscription & Support (S&S)
SaaS Subscription
Sustained Support

Pricing & Ordering

For Advanced Support assistance, please contact your Technology Expert Labs Representative or HyperCare_Team-dg@ibm.com.

Resources

IBM Product Support Lifecycle IBM offers expanded support options for select software programs - Announcement Letter Passport Advantage IBM Software Subscription and Support Advanced Support Terms Extended and Sustained Support Terms

Advanced Support – Comparison with Base Support

Features	Tier 1 Base Support		Tier 2 Advanced Support
S&S Stands for: Support: Problem resolution via access to deeply skilled, industry leading technical support professionals Subscription: preventive care from product fixes, security patches, and updates	Yes		Yes
Access to 24x7 Sev 1 response Digital Self Service Community, Chatbot, Cognitive search and chat, Expert community forums Online documents & best practices	Yes		Yes
Response Time Goals	Initial	Ongoing	Initial	Ongoing
Severity 1	2 hours (7*24)	N/A	30 min (7*24)	1 hour or as agreed
Severity 2	2 business hours	N/A	1 business hour	8 business hours or as agreed
Severity 3	2 business hours	N/A	1 business hour	2 business days or as agreed
Severity 4	2 business hours	N/A	1 business hour	3 business days or as agreed
Higher Support Case Prioritization	No		Yes
Mutually agreed Critical Support Sev 2 cases will be worked 24x7 if Customer agrees to work 24x7 as well	No		Yes
Single Software Support Executive Sponsor for Hyper-care Support situations	No		Yes
Priority access to Senior Technical Support Professionals	No		Yes
Support Case Lifecycle management - Monitoring, managing and assisting in critical Support cases including engaging appropriate escalation processes	No		Yes
Support Case reporting and trends, clarity of status of priority cases on a mutually agreed basis to ensure proper case prioritization with business alignment	No		Yes