Essentials and Virtualized Essentials Support

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IBM Maintenance and Technical Support Services

Essentials and Virtualized Essentials Support World-class support for your IBM System x hardware In a world where the server has become key to the ongoing success of a business, the need for a high level of availability and a highly responsive support solution is of paramount importance. You’ve already invested in IBM System x hardware. Now you can get high-quality, professional support from IBM that helps you to get the most out of that investment. By taking advantage of IBM’s highly responsive and reliable System x support services, you can resolve

Highlights

problems more quickly – or even before they occur. As a result you

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Integrated hardware and software support for IBM System x hardware in one ServicePac Options for Virtualized and NonVirtualized environments

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Unlimited calls for defect and operational “how to” support

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Quick access to highly skilled technical professionals

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Electronic support and problem submission saves time and allows you to track your open support issues

24-hour 7-day a week support for critical situations Support for leading operating systems and virtualisation software

can: • Increase system availability through shorter resolution time and associated downtime • Drive productivity • Increase revenue • Protect budget integrity • Free your IT staff to focus on new business opportunities

Essentials or Virtualized Essentials? Simply choose the right ServicePac based on your system environment. When using the leading virtualization software, choose the Virtualized Essentials ServicePac or, alternatively, for nonvirtualized environments, select the Essentials ServicePac. Both enhance your system warranty and provide support for leading operating systems.

Essentials • 24 x 7 mission-critical support • 4-hour hardware on-site target response1 • 2-hour target voice response2 • Unlimited support calls for Microsoft Windows, Linux (Red Hat and SUSE Enterprise Linux), and IBM Systems Director

Virtualized Essentials All the features of Essentials PLUS • Support for VMware and other leading virtualization software. (such as Hyper-V, KVM, and Xen) • Support for Microsoft applications (for example, SQL, Exchange, and Office)

IBM’s premier technical support

additionally offers support for VMware

IBM has long set the standard for high

and other leading virtualization

quality, response time and

software (for example, Hyper-v, KVM,

professional hardware and software

and Xen).

support.

Mission-critical support

With our structured service processes

Both our Essentials and Virtualized

and client-focused measurements, we

Essentials ServicePacs offer 24x7

have the ability to provide smooth

mission-critical support. When you

service and support, time after time.

need support for your System x

We’ve already integrated serviceability

hardware, you can rely on IBM for fast

IBM Ireland Limited

into the design of your System x

response and prompt resolution of

hardware. With our Essentials and

your system problems.

Oldbrook House 24/32 Pembroke Road Ballsbridge Dublin 4

Virtualized Essentials ServicePacs, we can provide you with: • Single call and single

Our inclusive software support offers both defect and non-defect “how-to”

IBM United Kingdom Limited PO Box 41 North Harbour Portsmouth Hampshire P063AU

IBM South Africa 70 Rivonia Road Sandhurst 2196

support. Complementing your IT staff

The IBM home page can be found at Ibm.com

accountability for support for both

with the ability to place unlimited calls

IBM and non-IBM products

to assist with system configuration

IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corporation in the United States, other countries, or both.

• Access to extensive alliances and

questions or general software issues.

broad experience with non-IBM

Remote and proactive support

products

Support is available through telephone

• Service levels designed to meet the needs of each of your products cost effectively • Integrated hardware and software

UNIX is a registered trademark of The Open Group in the United States and other countries.

When you enable IBM Electronic

Linux is a reg istered trademark of Linus Torvalds in the United States, other countries, or both

Service Agent, which is available at no additional charge, your system can call home to submit diagnostic

contract

information and system statistics,

• Single fixed price for parts and

report a problem, and, if a fix is

Labour – no unexpected bills

available download the solution

should your system break

immediately. Hardware problems can

• Unlimited calls

be identified and an engineer

• Responsive service delivered by

dispatched before you even know you

and locally based field engineers • A maximized return on investment for your System x hardware • Ease of purchase and simple registration

have a problem.

Total solutions through comprehensive services You can count on IBM for the most comprehensive software services and technical support for IBM System x.

Integrated support

Total solutions through

Our Essentials and Virtualized

comprehensive services, IBM

Essentials ServicePacs offer a 24x7x4

provides the most extensive array of

warranty service upgrade and

IT services in the industry. We offer

software support for leading operating

product support services through both

systems and virtualization software.

pre-packaged and customized solutions, supporting both IBM and

Essentials offers support for both

multi-vendor systems.

Linux (Red Hat and SUSE Enterprise Linux) and Microsoft operating

To learn more, visit our Internet

systems. IBM Systems Director is also

website at: www.ibm.com/services or

supported.

contact your IBM sales representative or Business Partner (if applicable).

For virtualized environments our Virtualized Essentials ServicePac

Intel is a trademark or registered trademark of Intel Corporation or its subsidiaries in the United States and other countries.

and electronic access.

support in a unified maintenance

trained IBM support technicians

Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.

Other company, product and service names may be trademarks, or service marks of others. References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBM operates. Any reference to an IBM product, program or service is not intended to imply that only IBM products, programs or services may be used. Any functionally equivalent product, program or service may be used instead. IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may have been previously installed. Regardless, IBM warranty terms apply. Thls publication is for general guidance only. Information is subject to change without notice. Please contact your local IBM sales office or reseller for latest information on IBM products and services. Photographs may show design models. © Copyright IBM Corporat ion 2010 All Rights Reserved.