IBM Advanced Support Offering

Created by Jeff Gray 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.

New to Advanced Support?

Base Support vs. Advanced Support (03:41)

Unlock the full potential of your support experience with Advanced Support from IBM, a premium service that elevates your care beyond the standard Subscription and Support offerings.

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

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

Advanced Support Focal

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

Prerequisites

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

Pricing & Ordering

For Advanced Support assistance, please contact your Subscription & Annuity Representative. You can also use the email addresses provided below for assistance:

Resources

IBM Product Support Lifecycle IBM offers expanded support options for select software programs - Announcement Letter Passport Advantag IBM Software Subscription and Suppor Optional Support Offerings Terms

Base Support / Advanced Support / Platinum Support Offering Comparisons