IBM's remote support services are known around the world for quality and timeliness. Our support centers are here to help you get the most out of our IBM software and systems. No matter what service you use, our expert technical engineers are ready to assist.
We provide telephone and electronic access to highly trained specialists as well as account management services and consultation services. For business critical applications we offer complete, specialized services tailored around your specific needs.
Users have direct access to a team of technical specialists. These specialists are available 24 hours a day, 7 days a week to answer your questions about the operation of your IBM system and current releases of eligible programs. IBM's trained specialists have years of experience. They are up to date on technical function and operations, have access to the programmers and engineers who developed the system, and use the latest tools and databases to respond quickly and accurately to your questions.
Whether you choose to communicate by phone or electronically, our integrated call management system will get you to the correct team. Plus, you have access to more electronic services.
Suppport Line is very flexible to meet your specific needs. It comes in one-, three-, and five-year terms. You can pay by the month for unlimited usage or pay by the hour. You can also choose whether you would like prime shift or around-the-clock coverage.
Business Critical Operational Support provides you with the highest level of remote support available by IBM. This service is tailored to meet the unique needs of your company's business critical systems.
With this service you receive personalized service from your personal advocate. We will assist you with problem determination and problem source identification as well as ensure that all your calls into the support center are being handled properly.
Consult Line leverages your skills by using IBM's technical expertise to analyze your situation and give you the recommendations that you need. A Consult Line analyst is only a phone call away.
When you purchase your IBM software, we provide you with phone support on installation, usage and initial configuration during an introductory period. This service is provided through our Complimentary Introductory Support.
When your complimentary support has expired and you choose not to become an AIX Support Line member, we provide a free, limited problem reporting service called Program Services. When you use this service, you are limited to reporting suspected software defects in IBM products, and phone support is not available. You can report suspected software defects to us through email, fax, or U.S. Postal Service.
Keep your business running at all times
The environment:
Today's business environment is tough, competitive, and fast. If you skip a beat, you do not get another chance. Every second counts and is worth hundreds of dollars. Your information system plays a crucial role in managing your business and should be protected from downtime by the experts who know it the best - IBM.
Business Critical Operational Support provides you with the highest level of remote support provided by IBM, 24 hours per day, 365 days per year. This service is tailored to meet the unique needs of your company's business critical systems, because you know your requirements better than anyone.
The service:
IBM's Business Critical Operational Support helps you keep your crucial systems up and running and helps you manage your business. This service is available for your IBM RS/6000 environment. It provides:
The options:
Based on your requirements, we offer many options to further enhance this unique offering. Some examples include:
What you need:
IBM Support Line (24X7) or Support Line Premium for your environment is required in order to participate in this offering.
Personalized technical support when you need it:
You want support for your operations from someone who knows your system environment. With IBM Customer Technical Advocate Service, a specialist is assigned to your account, providing a single source of support from the time you report a problem until the problem is resolved.
Receive personal support from a technical advocate:
Customer Technical Advocate Service for IBM RS/6000 Systems is like having a technical advocate on your support team to ensure your calls receive the correct level of attention and priority.
With Technical Advocate Service, an IBM specialist who is a member of a Technical Advocate team is assigned to your account and becomes thoroughly familiar with your business and system environments.
Your Technical Advocate helps answer how-to questions and assists you with problem determination and problem source identification. In addition, your Technical Advocate works with you from the time you place the call until your questions are answered or your problem is resolved.
Your Technical Advocate is available during prime shift from 8 a.m. to 5 p.m. in your time zone, Monday through Friday, excluding holidays. If you have the full-shift Support Line option (24 hours, 7 days per week), your calls outside of prime shift hour are handled by Suport Line personnel and are reviewed by the technical advocate team the next business day.
Simplify and accelerate the support process:
Because your Technical Advocate is thoroughly familiar with your system environment and because a profile of your account is maintained and kept up-to-date, your calls receive response without the initial start-up questions you usually answer when you place a service call. To further expedite problem resolution, your Technical Advocate can access your system remotely if your system is set up for electronic access.
Proactive support:
Your Techical Advocate calls you once a month to help maintain a close working relationshp and to review your support requirements. You have peace of mind knowing that your Technical Advocate will work on your problems to help save you time and money.
Leveraging your skills with our expertise:
It takes time, skill, and response availability to efficiently manage your computer operations. To get the most out of your I/S technology often takes expertise that is not available in most shops. And, even when it is, you often want that resource to be working on something else - like your business! With Consult Line, IBM's world-class technical experts are just a phone call away.
Leverage your skills:
Consult Line leverages your skills by using IBM's. IBM provides the state-of-the-art technology. IBM provides 800-number access. IBM provides the technical expertise you need to analyze your situation and provide recommendations. All you provide is a liaision who can describe the situation and provide information as requested.
Easy access to world-class experts
Call IBM to schedule a conference call with you and just the experts you need. Consult Line experts have a vast wealth of knowledge and experience in I/S technological issues. Many of them are well known by customers through user groups and media articles as "world experts" on their subjects. Areas of expertise include:
What you need:
IBM Support Line (24X7) or Support Line Premium for your environment is required in order to participate in this offering.