IBM ETS
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IBM's Enhanced Technical Support (ETS) provides enhanced reactive and proactive technical support services beyond standard IBM support. Key benefits of ETS include a dedicated remote account advocate, 30 minute response time for critical issues, monthly performance reports, and integrated hardware and software support. ETS supports various IBM platforms including AIX, z/OS, Storage, Linux, Windows, and VMware. The remote account advocate team serves as the primary point of contact for ETS customers to help with issues, provide monthly reports, and schedule review calls. ETS aims to improve customers' service experience through faster response times, proactive services, and seamless support across IBM products.
IBM ETS
- 1. IBM TSS – Software Services IBM Enhanced Technical Support (ETS)
- 2. Technical Support Services – Enhanced Technical Support What is ETS? What platforms are covered? What are the benefits? What are the deliverables? Who delivers ETS?
- 3. Technical Support Services – What is ETS? Enhanced Technical Support complements and enhances the basic IBM support offerings, such as IBM Software Maintenance, IBM Support Line and IBM Hardware Maintenance. Enhanced Technical Support Base Maintenance IBM Hardware Maintenance/Warranty IBM Software Maintenance IBM Support Line Builds on IBMs ‘standard support’ and locks together IBMs hardware and software maintenance contracts.
- 4. Technical Support Services – Reactive, Proactive, Integrated Enhancing the Reactive Response *30 minute response to severity 1 (24x7) *Critical Situation Management *PMR Escalation Reactive Being Proactive *Dedicated Remote Account Advocate *Regular Review Calls *ETS Monthly Review Reports which includes call data and tailored preventative maintenance info Being Integrated *No demarcation between HW & SW Support Calls *Seamless transfer between IBM HW & SW Support Organizations ETS strives to improve a customer’s service experience of IBM in 3 key ways:
- 5. Technical Support Services – ETS Supported Products AIX i/5OS z/OS Storage Linux Windows VMware Pureflex ETS Supported Products Defect and Non-Defect
- 6. Technical Support Services – ETS Delivery ETS Benefits Dedicated Remote Account Advocate 30 minute Response of Severity 1 Planned Outage Notification Critical Situation Monitoring Problem Management Monthly Review Reports Regular Review Calls Performance Management Proactive Preventative Maintenance Healthchecks Customer Days Base Hardware/Software ETSDelivery
- 7. Technical Support Services – Performance Management PM for Power Systems : http://www-03.ibm.com/systems/power/support/perfmgmt/ Supporting IBM i, IBM AIX® and the Linux® operating systems ETS clients are entitled to full detail level PM reports, in addition to the non-chargeable option. Reports gather your system's current utilization and growth trends O Electronic Service Agent (ESA) needs to be activated or have an IBM management Console with the Call home function Enabled in a Power Systems Environment O Secure data - clients are given a registration key to access the PM tool O Wealth of information provided to interpret your performance data O Pre-req ensure OS is running at the latest version O PM tool accessed via a web browser O Direct link to IBM Systems Workload Estimator(WLE)
- 8. Technical Support Services – MLCRs Maintenance Level Comparison Reports IBMi/i5OS AIX
- 9. Technical Support Services – ETS v Base Support Feature Base Support ETS Remote Support for Defect and Non Defect Questions and Problems Yes Yes Unlimited Number of Calls Yes Yes Electronic Call Reporting and Tracking Yes Yes Responsiveness on Severity 1s 2 hours 30 mins Critical Situation Management Yes Problem status report Yes Proactive Services - Monthly Review Reports (current status on open calls) - Full Performance Management Entitlement (System i & p) - MLCR - Maintenance Level Comparison Reports Yes Account Advocate Team Yes
- 10. Technical Support Services – IBM ETS rAA Team ETS Remote Account Advocate (rAA) Team Team Details : Core hours : 9 to 5pm (Mon-Fri) Team taskID : etssupport@uk.ibm.com Clients have access to the rest of the ETS team Remote Account Advocates - Technical Support backgrounds Delivery : Main focal point to ETS customers Follow up severity 1 calls Problem escalation assistance Monthly ETS reports including tailored preventative maintenance information. Quarterly/Monthly Review calls Organise entitlement for Performance Management and MLCRs
- 11. Technical Support Services – ETS - Solution for you? ETS Spotters : Do you require an enhancement to your base support? Do you require a quicker response time on your critical calls? Do you require a main focal point of contact in Technical Support? Would you like to bridge the gap between your Software and Hardware support? Do you require the latest preventative maintenance against your given platform? If the answer to any of these is "YES" then Enhanced Technical Support is the solution for you.
- 12. Technical Support Services – ETS Offering If Enhanced Technical Support fits your business requirements - Please contact your IBM Account Sales Representative