IBM Passport Advantage Appliance Support Handbook

More documents

Recommendations

Info

4.1 BUSINESS CRITICAL SERVICE The base response objectives may not be sufficient for your production or business critical systems. For Business Critical systems you may want to uplift the responsiveness for on-site repairs and replacement of components. There are three options available. See your International Passport Advantage Agreement Supplement for Purchase of IBM Appliances and IBM Appliance Services document for the coverage you have for your IBM appliance. Base – 9 x 5 Next Business Day Same Business Day – 9 x 5 Same Business Day Business Critical - 24 x 7 x 4 Hours (response objective from identification of a hardware issue). Under the Business Critical Service option when you contact IBM for support we will target onsite repair or hardware appliance parts replacement within 4 hours 24 hours per day 7 days per week . This target is measured from the time on-site hardware replace or repair is deemed necessary. IBM will contact your representative to arrange for the on-site visit . 4.2 HARD DRIVE RETENTION SERVICE In the normal case when a Hard Drive or Solid State Device is replaced by IBM the defective device must be returned to IBM. For customers that must adhere to Information Technology industry standards for data privacy and security by properly disposing of sensitive data, IBM offers the Hard Drive Retention Option. With this offering the Customer can retain a defective Hard Drive or Solid State Device that is replaced in the course of Service by IBM. If the Customer’s reported problem requires the replacement of a Hard Drive or Solid State Device, a replacement Hard Drive or Solid State Device will be supplied by IBM and the removed defective Hard Drive or Solid State Device will be provided to the Customer as the Customer’s property for disposal by the Customer. You identify a representative that is to receive the retained defective drive from IBM. Your representative can ensure the proper disposal of the digital information on the Hard Drive or Solid State Device. IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 22 of 67
5 PREPARING TO CONTACT IBM FOR SUPPORT Now that you know of all the support offerings available and you understand how IBM Appliance Service and Support works, you are prepared to contact IBM when you need assistance. First, ensure your Customer Support Plan is consulted. Consider filling out the Problem Identification Worksheet to document (see Appendix B) the problem or issue. Remember that when you contact IBM for Appliance Service and Support to select the 'software' option from your local phone or Service Request options. Your Customer number along with the reference to your Appliance Name, Machine Type and Serial number will ensure you engage the IBM Appliance Service and Support SPOE teams. If you have any upgraded service coverage for your IBM Appliance like the Business Critical Service, ensure you leverage it. 5.1 GETTING IBM SUPPORT IBM prides itself on delivering world-class technical support with highly skilled, Customerfocused people. However, IBM support can never take the place of your company’s internal help desk. Many successful companies have found the best way to interact with IBM Appliance Service and Support is through a cadre of highly skilled and trained employees who understand their company’s environment and act in conjunction with their internal help desk. These senior staff members are able to filter, sort, and prioritize their company’s problems and direct them toward the best resource (IBM and non-IBM) for resolution. These are the people who become authorized callers to collaborate with IBM Appliance Service and Support for fast resolution of IBM problems as well as assuming a similar role with other vendors. We encourage you to adopt such a structure, if you haven’t already, as it will help us secure the success of your IBM solutions. 5.2 BEFORE CONTACTING IBM APPLIANCE SERVICE AND SUPPORT To resolve your support service request in the most expedient way possible, it is important that you take the following steps before you contact a software support center. You will need to gather information about the problem and have it on hand when discussing the situation with the support specialist. The following steps are an example of what is required: IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 23 of 67
Page 2 and 3: APPLIANCES AT IBM! At IBM, applianc
Page 4 and 5: 7 PROBLEM HANDLING BEST PRACTICES 2
Page 6 and 7: FIGURES Figure 1: Appliances 7 Figu
Page 8 and 9: As noted in this definition, the ap
Page 10 and 11: The people of our support organizat
Page 12 and 13: Please note: IBM will use commercia
Page 14 and 15: This document contains helpful refe
Page 16 and 17: 3.1 SELF HELP SUPPORT General Self-
Page 18 and 19: 3.5 STANDARD APPLIANCE SERVICE AND
Page 20 and 21: Authorization for 2 technical indiv
Page 24 and 25: 5.2.1 DEFINE THE PROBLEM If you can
Page 26 and 27: Your availability (i.e. when you wi
Page 28 and 29: 7 PROBLEM HANDLING BEST PRACTICES W
Page 30 and 31: 8 PREVENTING PROBLEMS Regardless of
Page 32 and 33: Support Subscriptions can be set up
Page 34 and 35: Replacement of parts having enginee
Page 36 and 37: delivery of the Machine to your loc
Page 38 and 39: 11.1 PLAN UPGRADES MORE EFFICIENTLY
Page 40 and 41: APPENDIX B: PROBLEM IDENTIFICATION
Page 42 and 43: It can lower your total cost of own
Page 44 and 45: APPENDIX E: EXCHANGING DATA WITH IB
Page 46 and 47: IBM SUPPORT FOR IBM NETEZZA® DATA
Page 48 and 49: IBM ACQUIRED APPLIANCES A note abou
Page 50 and 51: APPENDIX H: HOW TO: SITE TECHNICAL
Page 52 and 53: and selecting “Manage nominations
Page 54 and 55: Because of the complexities of the
Page 56 and 57: APPENDIX J: ACRONYMS & OTHER TERMS
Page 58 and 59: FSU Fast Service Upgrade. A process
Page 60 and 61: Pervasive Designation of an APAR wh
Page 62 and 63: SPECIAL ATTENTION Special Attention
Page 64 and 65: APPENDIX K: WEB LINK SUMMARY Below
Page 66 and 67: APPENDIX L: DOCUMENT UPDATES Below

IBM Passport Advantage Appliance Support Handbook

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?