IBM Passport Advantage Appliance Support Handbook

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Because of the complexities of the environments supported, APARs and SPRs will often take several weeks, possibly months, to debug and to write, test, package and distribute a fix. For high impact problems, we will make every reasonable effort to develop a bypass or workaround that you can use until the APAR has been resolved and a Program Temporary Fix (PTF) has been created. Code fixes for IBM products may be distributed via software subscriptions, service packages or in a future release of the product. Note: If the Resolution Team determines that the issue is not a software defect in supported IBM code, we will continue to work the problem to resolution only at your request and with your concurrence, under a separate services agreement. After you have received a program fix, we will follow up with you to confirm resolution of your problem. If you have verified the fix, please contact the support center so that the PMR/Incident/Support Case may be placed in a resolved status. If for some reason the problem is not resolved, or you are dissatisfied with the solution, your problem record will remain open while IBM support personnel continue to work on the problem. The PMR/Incident/Support Case will not be closed until the problem has been resolved to your satisfaction. For on-site fixes the Resolution Team will dispatch the appropriate technical resource to investigate and repair or replace the problematic component. HOW TECHNICAL QUESTIONS (HOW-TO/INSTALL) ARE HANDLED For Clients covered by warrantee or a standard services and support contract Technical question support allows you to obtain assistance from IBM for product specific, taskoriented questions regarding the installation and operation of currently supported IBM software. In the course of providing answers to your technical questions, we may refer you to product documentation or publications, or we may be able to provide a direct answer to assist you with short duration problems involving: Usage (how-to) of your appliance Specific usage/installation questions for documented functions Product compatibility and interoperability questions Technical references to publications, such as IBM Redbooks® or manuals Assistance with interpretation of publications Providing available configuration samples Planning information for upgrades or appliance fixes IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 54 of 67
APPENDIX I: SERVICE UPGRADE AVAILABILITY FOR IBM APPLIANCES Below is the current list of service upgrades available by type 1 of IBM appliance: Appliance Service Upgrades Business Hard Drive Accelerated Value Critical Retention Program PureApplication System Y Y N PureData System for Operational Analytics Y Y Y PureData System for Analytics Y Y N PureData System for Transactions Y Y N InfoSphere Guardium Infrastructure Protection Products (IPS and Site Y Y N Protector) QRadar appliances (formerly known as Q1Labs N NA Y appliances) Y Y Y IBM Security Web Gateway Appliance N NA N Data Power Y Y 2 N 1 For a full list of service upgrades by country please contact your IBM sales representative. 2 Available through a custom contract. IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 55 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 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 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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IBM Passport Advantage Appliance Support Handbook

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