1. IBM TSS – Software Services
IBM Enhanced Technical Support (ETS)
2. Technical Support Services – Enhanced Technical Support
What is ETS?
What platforms are covered?
What are the benefits?
What are the deliverables?
Who delivers ETS?
3. Technical Support Services – What is ETS?
Enhanced Technical Support complements and enhances the basic IBM
support offerings, such as IBM Software Maintenance, IBM Support Line
and IBM Hardware Maintenance.
Enhanced Technical Support
Base Maintenance
IBM Hardware Maintenance/Warranty
IBM Software Maintenance
IBM Support Line
Builds on IBMs ‘standard support’ and locks together IBMs hardware and software maintenance contracts.
4. Technical Support Services – Reactive, Proactive, Integrated
Enhancing the Reactive Response
*30 minute response to severity 1 (24x7)
*Critical Situation Management
*PMR Escalation
Reactive
Being Proactive
*Dedicated Remote Account Advocate
*Regular Review Calls
*ETS Monthly Review Reports
which includes call data and tailored
preventative maintenance info
Being Integrated
*No demarcation between
HW & SW Support Calls
*Seamless transfer between
IBM HW & SW Support Organizations
ETS strives to improve a customer’s service experience of
IBM in 3 key ways:
5. Technical Support Services – ETS Supported Products
AIX i/5OS z/OS Storage
Linux Windows VMware Pureflex
ETS Supported Products
Defect and Non-Defect
6. Technical Support Services – ETS Delivery
ETS Benefits
Dedicated Remote Account Advocate
30 minute Response of Severity 1
Planned Outage Notification
Critical Situation Monitoring
Problem Management
Monthly Review Reports
Regular Review Calls
Performance Management
Proactive Preventative Maintenance
Healthchecks
Customer Days
Base Hardware/Software
ETSDelivery
7. Technical Support Services – Performance Management
PM for Power Systems :
http://www-03.ibm.com/systems/power/support/perfmgmt/
Supporting IBM i, IBM AIX® and the Linux® operating systems
ETS clients are entitled to full detail level PM reports, in addition to the non-chargeable option.
Reports gather your system's current utilization and growth trends
O Electronic Service Agent
(ESA) needs to be activated or
have an IBM management
Console with the Call home
function Enabled in a Power
Systems Environment
O Secure data - clients are given
a registration key to access the
PM tool
O Wealth of information provided
to interpret your performance
data
O Pre-req ensure OS is running
at the latest version
O PM tool accessed via a web
browser
O Direct link to IBM Systems
Workload Estimator(WLE)
9. Technical Support Services – ETS v Base Support
Feature Base Support ETS
Remote Support for Defect and
Non Defect Questions and
Problems
Yes Yes
Unlimited Number of Calls Yes Yes
Electronic Call Reporting and
Tracking
Yes Yes
Responsiveness on Severity 1s 2 hours 30 mins
Critical Situation Management Yes
Problem status report Yes
Proactive Services
- Monthly Review Reports
(current status on open calls)
- Full Performance Management
Entitlement (System i & p)
- MLCR - Maintenance Level Comparison
Reports
Yes
Account Advocate Team Yes
10. Technical Support Services – IBM ETS rAA Team
ETS Remote Account Advocate (rAA) Team
Team Details :
Core hours : 9 to 5pm (Mon-Fri)
Team taskID : etssupport@uk.ibm.com
Clients have access to the rest of the ETS team
Remote Account Advocates - Technical Support backgrounds
Delivery :
Main focal point to ETS customers
Follow up severity 1 calls
Problem escalation assistance
Monthly ETS reports including tailored preventative
maintenance information.
Quarterly/Monthly Review calls
Organise entitlement for Performance Management and MLCRs
11. Technical Support Services – ETS - Solution for you?
ETS Spotters :
Do you require an enhancement to your base
support?
Do you require a quicker response time on your
critical calls?
Do you require a main focal point of contact in
Technical Support?
Would you like to bridge the gap between your
Software and Hardware support?
Do you require the latest preventative
maintenance against your given platform?
If the answer to any of these is "YES" then
Enhanced Technical Support is the solution for
you.
12. Technical Support Services – ETS Offering
If Enhanced Technical Support fits your business requirements -
Please contact your IBM Account Sales Representative
