IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
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11 <strong>IBM</strong> APPLIANCE SERVICE AND SUPPORT LIFECYCLE<br />
The business value your <strong>IBM</strong> <strong>Appliance</strong> provides has a lifecycle. This allows the maximum value<br />
of the appliance to be realized. <strong>IBM</strong>'s <strong>Appliance</strong> lifecycle ensures your investment is protected<br />
with Standard, Enhanced, and Continuing support.<br />
The <strong>IBM</strong> <strong>Appliance</strong> Service and <strong>Support</strong> Lifecycle specifies the length of time support will be<br />
available for <strong>IBM</strong> appliances. <strong>Appliance</strong> Service and <strong>Support</strong> is available for purchase from<br />
availability to the time the appliance is no longer supported. <strong>IBM</strong> appliance customers can track<br />
how long their version and release of a particular <strong>IBM</strong> appliance will be supported and will be<br />
able to effectively plan their investment, without any breaks in support.<br />
<strong>IBM</strong> has historically provided service and support for at least three (3) years following a<br />
product's withdrawal from marketing. While <strong>IBM</strong> does not guarantee that any product will have<br />
a particular period of support following withdrawal from marketing, <strong>IBM</strong> does not presently<br />
plan to deviate from its historical service and support practice with appliances. However, please<br />
be aware that <strong>IBM</strong>'s plans may change at its sole discretion without notice. <strong>IBM</strong> will announce a<br />
product's EOS date at least 12 months before product support is withdrawn. In some<br />
geographies, when EOS is announced, service and support may still be available through a<br />
special bid or other <strong>Appliance</strong> Service and <strong>Support</strong> offerings.<br />
Your <strong>IBM</strong> <strong>Appliance</strong> is warranted for one (1) year. In the case of Customer Set up appliances the<br />
warranty is for one (1) year from the date of shipment. In the case of <strong>IBM</strong> Installed appliances<br />
the warranty is for one (1) year from the date of installation.<br />
Standard <strong>Appliance</strong> Service and <strong>Support</strong> for your <strong>IBM</strong> <strong>Appliance</strong> will be available for five (5)<br />
years from the End of Marketing (EOM) date.<br />
Once standard support for your appliance is discontinued no new updates are made generally<br />
available. Known problems may be reviewed and ordered via electronic vehicles such as the<br />
internet (e.g., http://www.ibm.com/software/support/) however support provided by the <strong>IBM</strong><br />
Client <strong>Support</strong> representatives, will be discontinued.<br />
To obtain the most accurate lifecycle information for your appliance, subscribe to RSS updates<br />
and view the lifecycle dates under the appliance lifecycle A-Z list visit:<br />
http://www.ibm.com/software/support/lifecycle/<br />
<strong>IBM</strong> may modify this policy at any time, and will communicate the modification and any<br />
exceptions via an appliance announcement letter, or in a general policy announcement.<br />
<strong>IBM</strong> <strong>Passport</strong> <strong>Advantage</strong> <strong>Appliance</strong> <strong>Support</strong> <strong>Handbook</strong> v2.1.1 Page 37 of 67
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