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Enhanced ServiceSuite Highlights
Enhanced ServiceSuite is a single contract providing key services to meet the support needs of small and medium-sized enterprises and departments within larger organizations.
Enhanced ServiceSuite is enabled to be directly sold by IBM or via the IBM Business Partner channel.
Enhanced ServiceSuite delivers fundamental support of hardware and software, with the option to add “Selectable” annuity offerings to complement the base services, such as Enhanced Technical Support.
Enhanced ServiceSuite offers:
- Service packages customized to core business needs
- Single point of contact for simplified service
- Price protection plans
- Pricing incentives based on term of services
- Convenient financing and renewal terms
- Quarterly, annual or term prepaid invoicing
- Easy-to-read statements
- Flexible equipment inventory and movement.
Enhanced ServiceSuite covers all major IBM platforms:
- System z,
- System i,
- System p
- System x,
- BladeCenter
- Networking,
- Storage,
- Printing Systems
- and a range of supported non-IBM products
Enhanced ServiceSuite provides simplicity. It represents one contract, one signature and a consolidated invoice. ServiceSuite is easy to purchase, understand and maintain.
Enhanced ServiceSuite Benefits
A total maintenance solution with one simple contract, IBM Enhanced ServiceSuite:
Helps minimise system downtime and interruption to business processes
- Reduces complexity and support overheads through single point of contact for managed multiplatform, mixed-vendor environment
- Helps companies anticipate and respond faster to new problems and challenges
- Helps reduce costs by optimising availability of IT infrastructure and preventing unplanned disruptions
- Protects IT investment and limits total cost of ownership by getting the most out of the available IT infrastructure.
Enhanced ServiceSuite Base
This consists of IBM Maintenance Services for Hardware covering one or more of the System z, System p, System I, System x and BladeCenter platforms.
Components of IBM Maintenance Services for Hardware include:
- Machine repair
- Machine preventative/predictive maintenance
- Error analysis/remote support facility
- Problem management
- Engineering change management
- Maintenance of approved non-IBM machines
- System defect voice support.
Enhanced ServiceSuite Additional Options
Complementing the base offering, Enhanced ServiceSuite has available a portfolio of service options which can be selected to build a comprehensive support contract supporting the most complex of Customer requirements. Selected options can include SupportLine, Software Maintenance, Enhanced Technical Support and Enhanced Account Advocate
Software Support (SupportLine)
A single, integrated, remote software support solution, Support Line supports complex, distributed environments. Support Line provides remote assistance for product specific questions regarding product installation and operation.
For supported products, SupportLine provides you with access to one consistent source for all your remote software support needs, as well as prompt answers to operational problems.
SupportLine’s innovative architecture offers increased flexibility and precision when choosing the ‘support groups’ (selected operating systems, software and/or hardware products) for which coverage is required.
SupportLine covers IBM operating systems and selected IBM software applications, as well as most popular multi-vendor platforms, including Microsoft Windows**, VMware and Linux. Support for Storage Area Networks (SAN) and Network Attached Storage (NAS) is also available. Remote assistance is available via telephone access and electronic access (where possible).
Software Maintenance
Software Maintenance includes the software support and Subscription services for System i and System p. Our clients receive all the benefits of our Software Support service plus the provision of Program updates (including new versions and releases)
Enhanced Technical Support
ETS offers several new and enhanced remote software support capabilities on top of the standard annuity support offerings. These capabilities are designed to answer your increasing need for higher software availability, and cost-effective support. ETS delivers the following capabilities:
- Assistance in problem isolation at multiple IT environment level
- Access to an Account Advocate Team who will coordinate your problems towards resolution by phone or e-mail
- Enhanced Response Criteria offering 30 minute response time for critical severity 1 problems
- Critical Situation Management through which IBM will designate the focal point for handling of this problem and for progress reports
- On site software support for severity 1 problems where problems cannot be resolved remotely
- Remote assistance with fix application
- Interpretation of the output of preventive maintenance reports
- CustomPac (System z/zSeries/S390 only) IBM software installation and upgrade packages, including ProductPac, RefreshPac, Selective Follow-on Service and On-line Maintenance Information System.
Enhanced Account Advocate
EAA is designed to complement the standard support offerings by providing named IBM personnel who will work with the client to understand the client environment. The named personnel will combine this understanding with their knowledge of IBM to provide assistance with client reported problems.
Performance Management Offerings
Performance Management (PM) for System i and System p.
For further information on ServiceSuite and specific Enhanced Servicesuite options please contact your local IBM Business Partner or IBM sales team.
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