IBM Passport Advantage Appliance Support Handbook

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IBM SUPPORT FOR IBM NETEZZA® DATA WAREHOUSE APPLIANCES In 2010, IBM acquired the Netezza Corporation. Netezza has transitioned to IBM systems and business practices. Customers using IBM Netezza offerings will be supported. Web access to IBM Netezza Technical Support may be found at: www.ibm.com/support/entry/portal/overview/software/information_management/ibm_netez za IBM SUPPORT FOR PURESYSTEMS APPLIANCES PureSystems combine the flexibility of a general purpose system, the elasticity of cloud and the simplicity of an appliance. They are integrated by design and come with built in expertise gained from decades of experience to deliver a simplified IT experience. The IBM PureApplication System is a platform system designed and tuned specifically for transactional web and database applications. This workload-aware, flexible platform is designed to be easy to deploy, customize, safeguard and manage. Whether you operate in a traditional or private cloud environment, this IBM solution can provide you with superior IT economics. PureData System, the newest member of the PureSystems family is optimized exclusively for delivering data services to today’s demanding applications with simplicity, speed and lower cost. Support for the following appliances may be found at: Pure Application System: www.ibm.com/support/entry/portal/overview/software/puresystems/pureapplication_system Pure Data System for Operational Analytics: www.ibm.com/support/entry/portal/overview/software/puresystems/puredata_system_for_o perational_analytics Pure Data System for Transactions: www.ibm.com/support/entry/portal/overview/software/puresystems/puredata_system_for_tr ansactions IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 46 of 67
Pure Data System for Analytics: http://www.ibm.com/support/entry/portal/overview/software/puresystems/puredata_system _for_analytics_%28powered_by_netezza_technology%29 IBM SUPPORT FOR IBM SECURITY SYSTEMS APPLIANCES IBM Security Systems (formerly known as IBM Internet Security Services) appliances are purpose-built host based security assessment and intrusion prevention appliances. Technical support for IBM Security Systems appliance products is provided by IBM Software Support for both firmware and hardware. Additional support resources and self-help information for IBM Security Systems is available at: IBM Security Network Intrusion Prevention System, SiteProtector and IBM Security Web Gateway Appliances: http://www-01.ibm.com/support/docview.wss?uid=swg21447087 IBM Security QRadar Appliances: http://www.ibm.com/support/docview.wss?uid=swg21616144 IBM SUPPORT FOR INFOSPHERE GUARDIUM IBM InfoSphere Guardium appliances are virtual appliances purpose-built for real time database activity monitoring by deploying centralized and standardized controls for real-time database security and monitoring, fine-grained database auditing, automated compliance reporting, data-level access control, database vulnerability management and auto-discovery of sensitive data. Support for InfoSphere Guardium appliances will be provided by IBM Support initiated through Software IBM Support for both firmware and hardware. Additional information regarding InfoSphere Guardium support offerings and self-help is available at: http://www.ibm.com/software/data/guardium/ IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 47 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 22 and 23: 4.1 BUSINESS CRITICAL SERVICE The b
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 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

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