IBM Passport Advantage Appliance Support Handbook

3.6 IBM SOFTWARE ACCELERATED VALUE PROGRAM FOR APPLIANCES
The Accelerated Value Program was designed to serve the needs of customers who use their
appliances for mission-critical applications with a requirement to be highly or continuously
available. This personalized service provides a trusted advisor to work with you on a long-term,
ongoing basis to minimize operational cost and risk, and to maximize your team’s efficiency and
productivity in working with the appliance.
The Accelerated Value Program upgrade assigns you an advocate to bring focused attention to
problem management, status updates, and escalation for issues where you feel such attention
is required.
3.6.1 WHAT THE SERVICE INCLUDES:
Highest level of support available for the appliance environment.
Access to a trusted advisor with appliance expertise who gets to know your
environment and serves as your Support advocate within IBM.
Customized advice to help your team exploit the appliance’s features to the fullest
extent possible within your unique environment.
Continuity of working with a consistent focal point for technical discussions.
Proactive guidance on minimizing risk to schedules and system stability.
Management of open support issues, including escalations, status updates, and weekly
reporting.
Foster efficiency in your appliance operations and support interactions.
Customize your Customer Support Plan to align communication paths and escalation
plans with how you prefer to engage with IBM.
3.6.2 SCOPE:
When ordered through a part number as part of an appliance transaction, the service scope
includes:
Coverage for the hardware and software that are part of the integrated appliance.
Remote delivery of the service.
Delivered during prime shift business hours.
Applies to the appliance hardware and software included in the same transaction; does
not include legacy hardware or future purchases.
IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 19 of 67