107ff55b52155c4e0d33e2b089033ff4.ppt
- Количество слайдов: 3
Enhanced Technical Support (ETS) Definition Optional add on to standard Base Support (SWMA/Support Line, Warranty/HWMA) that delivers the following 1. Personalized account management, assistance with problem prevention and fast/efficient enhanced problem resolution for Storage plus Power Systems, p, i, x and x 86 OEM servers 2. A named Technical expert provides a technical support centric approach to account management of the support relationship and assistance with problem prevention 3. Includes all elements of AA & SC which ensures Enhanced problem resolution via a dedicated technical team of product support experts who accept all reported HW and SW problems Features § Assistance with Problem Prevention – § Product Support Experts who know your environment and who use that knowledge to provide advice on product optimization, tips/techniques and problem prevention Account Management – § Named IBM Product Support expert who owns the support relationship and who maintains regular contact via welcome call, Initial environment reviews (remote or onsite), electronic reports, status calls, etc. . Acts as an extension of client’s own in-house IT staff within the IBM Support structure Enhanced problem Resolution – Live call or max 30 min hold time 24 x 7, 365 via a unique code to a dedicated team of Product Support Experts that already know your environment and who only work with CTS clients for all HW/SW problems associated with an eligible machine. This team either directly resolves or ensures managed/coordinated resolution of all reported problems. ETS includes full ETS level support for Sev 1 HW problems reported on an eligible server or storage device Benefits 1. 2. Designed to provide comprehensive technical support for problem prevention and enhanced problem resolution 3. Consistent with enhanced services available for all Storage and Services products Designed to greatly enhance a client’s ability to AVOID the costs/business impact of a problem before it has occurred and MINIMIZE it when one has occurred plus lower overall operational costs by maximizing a client’s ability to leverage the efficiencies gained by utilizing IBM’s skills and resources 1 © 2011 IBM Corporation
US MTS Software Services – CTS enhanced with ESO (Dark Green) SWMA / SLine / Service. Pac SC (Note 1) No Potential for Live call NA CTS Enterprise Support Option ü ü ü ü ü Known and New Defect Support ETS ü ü How-To/Usage Support AA ü ü High Level assistance with Maintenance/Performance Priority Access to Support for SW/HW Dedicated Support Team üDeep System Level Skills Range of electronic reports and status calls ü Highly Standardized ü Pro-Active Support with assigned technical support manager ü Highly Standardized ü Customized to client need Full Coverage for reported Sev 1 HW ü ü Customized to client need ü Customized to client Senior Product Support Skills & Proweb & Custom Support Criteria All severity HW coverage ü Priority Engagement by Development Support environment ü Integrated HW/SW Support Specialist Support Days Note 2 Priority Problem Resolution Standard Note 1: available for Aix and i only Note 2 Note 3 Highest Priority Note 2: Purchased separately from main service Note 3: Purchase separately, minimum of 1 x SSD 2 © 2011 IBM Corporation
Software Services – Service Deliverables HWMA AA ETS CTS Enterprise Support Option (CTS/ESO) 30 min 24 x 7, 365 Initial Customer Contact Target w/Action Plan Prime Shift / Off Shift SWMA 1 Hour 2 hrs Prime 4 hrs Off 30 min 24 x 7, 365 Option: Sev 1: 15 Min Prime Shift 30 Min Off Shift Potential for live call Hours of Support Electronic Items Follow-up Target Response Problem Responsibility Yes Yes Maps to Base Support No 24 x 7 Sev 1 only; 8 x 5 NBD, 24 x 7 x 4, 8 x 5 all others, 24 x 7 x 2 upgrade available e. SA Remote Monitoring End of next business day Weekly alerts; End of next business maintenance level day reports; monthly service activity Sev 1: 4 hours, as agreed When info available IBM SSR and Remote Support When info available IBM- reactive help Clientimplement resolution Sev 2: daily, as agreed Sev 1: 4 hours, as agreed Sev 2: daily, as agreed Sev 3 and 4: as info available IBM- reactive help; periodic update Client- implement resolution 3 Standard = ETS Options: Additional Reports Report Frequency Detailed PM reports Sev 1: 4 hours, as agreed Sev 2: daily, as agreed Sev 3 and 4: when information available IBM- proactive help Client- implement resolution can request OS assistance Client- implement resolution Can request OS assistance © 2011 IBM Corporation