IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
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1 CONTENTS<br />
APPLIANCES AT <strong>IBM</strong>! 2<br />
1 CONTENTS 3<br />
FIGURES 6<br />
TABLES 6<br />
2 INTRODUCTION 7<br />
2.1 The <strong>IBM</strong> Commitment 9<br />
2.2 <strong>IBM</strong> <strong>Support</strong> Organization 9<br />
2.3 <strong>Support</strong> Foundation 10<br />
2.4 <strong>Appliance</strong> Service and <strong>Support</strong><br />
Foundation Offerings 10<br />
2.5 <strong>Appliance</strong> Service and <strong>Support</strong> Single<br />
Point Of Entry (SPOE) 11<br />
2.6 <strong>Support</strong> Center Hours 12<br />
2.7 Off-shift <strong>Support</strong> 12<br />
2.8 Customer <strong>Support</strong> Plan (CSP) 13<br />
3 APPLIANCE SUPPORT PORTFOLIO<br />
15<br />
3.1 Self Help <strong>Support</strong> 16<br />
3.2 Electronic <strong>Support</strong> 16<br />
3.3 Voice Access 17<br />
3.4 <strong>Appliance</strong> Service and <strong>Support</strong> 17<br />
3.5 Standard <strong>Appliance</strong> Service And<br />
<strong>Support</strong> Offering 18<br />
3.6 <strong>IBM</strong> SOFTWARE Accelerated Value<br />
Program FOR APPLIANCES 19<br />
3.7 Custom <strong>Support</strong> 20<br />
4 APPLIANCE SERVICE UPGRADE<br />
OFFERINGS 21<br />
4.1 Business Critical Service 22<br />
4.2 Hard Drive Retention Service 22<br />
5 PREPARING TO CONTACT <strong>IBM</strong> FOR<br />
SUPPORT 23<br />
5.1 Getting <strong>IBM</strong> <strong>Support</strong> 23<br />
5.2 Before contacting <strong>IBM</strong> <strong>Appliance</strong><br />
Service and <strong>Support</strong> 23<br />
5.3 Accessing <strong>IBM</strong> <strong>Appliance</strong> Service and<br />
<strong>Support</strong> 26<br />
5.4 Submitting problems electronically<br />
26<br />
6 BEST PRACTICES 27<br />
6.1 Call Home 27<br />
6.2 Routine Care 27<br />
<strong>IBM</strong> <strong>Passport</strong> <strong>Advantage</strong> <strong>Appliance</strong> <strong>Support</strong> <strong>Handbook</strong> v2.1.1 Page 3 of 67
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