IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
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Assistance with identifying the failing appliance/component.<br />
Provided in local language for most major countries.<br />
Electronic access via the Web or Telephone (voice) access, in countries where it is available.<br />
<strong>Support</strong> for routine, short duration installation and usage questions.<br />
7 day, 24 hour support for mission-critical emergencies (Severity 1) during off-shift hours.<br />
Available by voice in most countries.<br />
Provided in English, with the local language accommodated when possible.<br />
Response time objective of two hours during prime shift for electronic and voice problem<br />
submissions.<br />
Response objective of two hours for critical/emergency problems during off-shift hours is<br />
two hours.<br />
Unlimited number of technical support incidents.<br />
On-Site problem analysis (if necessary) and assistance for hardware issues during normal<br />
country business hours in your time zone once a hardware issue has been identified.<br />
2.5 APPLIANCE SERVICE AND SUPPORT SINGLE POINT OF ENTRY (SPOE)<br />
The entry point for your request for assistance with your appliance is via the Single Point of<br />
Entry (SPOE). The <strong>IBM</strong> Planetwide link provides the details of contacting <strong>IBM</strong> in your specific<br />
country or region.<br />
http://www.ibm.com/planetwide<br />
When you contact <strong>IBM</strong> you should choose the 'Software' support option. This can be done<br />
when you contact <strong>IBM</strong> electronically or by phone. <strong>IBM</strong> <strong>Appliance</strong> Service and <strong>Support</strong> is<br />
delivered via our Software Technical <strong>Support</strong> centers.<br />
Whether your issue is with the 'hard' part of the appliance or the 'soft' part of the appliance,<br />
the <strong>IBM</strong> appliance technical support expert will be able to help you.<br />
Our target for initial, remote response objectives are as follows:<br />
Severity Impact Response Objective<br />
1 Critical business impact 1 Within two(2) hours<br />
2 Significant business impact Within two (2) business hours<br />
3 Some business impact Within two (2) business hours<br />
4 Minimal business impact Within two (2) business hours<br />
Table 1: <strong>Appliance</strong> <strong>Support</strong> Response Objectives<br />
1 <strong>Appliance</strong> Warranty Service Upgrade offerings and <strong>Appliance</strong> Service Upgrade offerings are available to address<br />
issues related to business critical systems.<br />
<strong>IBM</strong> <strong>Passport</strong> <strong>Advantage</strong> <strong>Appliance</strong> <strong>Support</strong> <strong>Handbook</strong> v2.1.1 Page 11 of 67
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