IBM Passport Advantage Appliance Support Handbook

More documents

Recommendations

Info

FIGURES Figure 1: Appliances 7 Figure 2: Customer Support Plan Example 13 Figure 3: Standard Support Levels and Customizations 15 TABLES Table 1: Appliance Support Response Objectives 11 Table 2: Appliance Service Upgrade Offerings 21 Table 3: Severity Level Descriptions 25 Table 4: Appliance Configurations 31 Table 5: Problem Identification Worksheet 40 Table 6: Website Summary 65 IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 6 of 67
2 INTRODUCTION The purpose of this handbook is to provide guidelines and reference materials to help you when you require IBM service and support for your IBM Appliance. Actual terms and conditions are found in the license materials and IBM agreements for your appliance. We’ve produced this guide with the following objectives in mind: To introduce you to IBM Appliance Service and Support. Provide information on the services and support programs, policies, and procedures. Explain how you can enhance your IBM Appliance Service and Support with additional services to meet your needs. Help you to effectively use IBM when you need service and support for your Appliance. Introduce you to the people of IBM Appliance Service and Support. The IBM Passport Advantage agreement defines an appliance as: an Eligible Product, designed for a particular function and not for general purpose computing tasks, that may be a Program (in the case of a “Virtual Appliance”) or composed of a Program Component, a Machine Component, and any Machine Code Component that IBM may provide to the Customer. Figure 1: Appliances See Appendix F for a list of IBM Appliances. IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 7 of 67
Page 2 and 3: APPLIANCES AT IBM! At IBM, applianc
Page 4 and 5: 7 PROBLEM HANDLING BEST PRACTICES 2
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 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
show all

IBM Passport Advantage Appliance Support Handbook

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

Delete template?

Save as template?