What Business Problems Keep You Awake at Night

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What Business Problems Keep You Awake at Night?
IBM Services Can Help You Sleep!
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What happens if there are machine problems?
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Hardware Maintenance

• ServiceSuite Base Contract
• 24x7 Coverage (some equipment may have default
  9x5 Mon-Fri)
• Assigned IBM Customer Engineer
• World class computer-assisted dispatch and parts
  system
• Complete product line coverage
• Competitive pricing
• Geographic coverage across the entire country
• Service planned and managed by IBM
• Error Analysis/Remote Support Facility
• Problem Management
• Engineering Change Management
• Maintenance of Approved non-IBM machines

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Who do I call if I need help with routine
operational questions? SWMA takes care of my
servers but what about my storage?
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Support Line for Disk and Tape

• Provides usage, configuration, and installation
  assistance for Disk and Tape products
• Choice of voice and electronic support
• 9x5 or 24x7 coverage
• Open Authorized Caller List
• Assists with advanced functions for mirrored
  storage, replication of data, and dual pathing
• 9 Supported Machine Types Currently
• 2105 Enterprise Storage Server
• 2106 Modular Storage Server
• 3494 Tape Library
• 3570 Tape Subsystem
• 3575 Tape Library Dataserver
• 3583 Ultrium Tape Library
• 3584 UltraScalable Tape Library
• 3590 Magstar Tape Subsystem
• 7133 Serial Disk System
• This coverage does not provide defect support
  (still need MA contract)
• Contract is entitled by Customer Number only
  (i.e. multiple machines are covered for one
  price)

Note Please refer to www.ibm.com/services/sl/
products for an updated list of the currently
supported machine types
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Support Line for SAN and NAS

• Provides usage, configuration, and installation
  assistance for Storage Area Networks Network
  Attached Storage products
• Choice of voice and electronic support
• 9x5 or 24x7 support
• Open Authorized Caller List
• Assists with setup in multi-vendor environment
• 12 Supported Machine Types Currently
• 2032 McDATA ED-5000 Enterprise Fibre Channel
  Director
• 2042 INRANGE FC/9000 Fibre Channel Director
• 2103 IBM Fibre Channel Storage Hub
• 2108 IBM Storage Area Network Data Gateway
• 2109 IBM SAN Fibre Channel Switches
• 3534 IBM SNA Fibre Channel Managed Hub
• 4125 IBM TotalStorage IP Storage 200i
• 5194 IBM TotalStorage Network Attached Storage
  200
• 5195 IBM TotalStorage Network Attached Storage
  300
• 5196 IBM TotalStorage Network Attached Storage
  300G
• 7139 Vicom Fibre Channel SLIC Router
• 7140 IBM Total Storage SAN Storage Controller
• This coverage does not provide defect support
  (still need MA contract)

Note Please refer to www.ibm.com/services/sl/
products for an updated list of the currently
supported machine types
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How do I know if changes have been made in my s/w?
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Software Support Alert

• With Alert, IBM makes you aware, on a regular
  basis, of any software fixes (PTFs) that may be
  critical to your system's availability
• Available on iSeries, pSeries and zSeries
  platforms
• Provides notification of high impact and/or
  pervasive problems
• (referred to as HIPER APARs)
• Provides notification of defective PTFs
• Displays historical performance data
• Provides reports tailored to your operating
  system level
• Notification methods vary by platform
• iSeries and pSeries via fax or mail
• zSeries via IBMLink
• Captures performance trend data automatically
• Helps save time in researching problems/increase
  staff productivity
• Provides timely notification of potential problem
  areas
• Prevents problems before they occur
• Maximizes system uptime

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Combine h/w and s/w support ServiceSuite
Advance Pricing Advantage

• Multiyear contracts, updated annually
• Price protection for 12-month period
• Extended price protection for additional fee
  1/year
• Minimum 1 year contract
• Quarterly, annual or term multi-year term
• (prepaid) invoicing Price protection for the term
  of the prepay
• Flexible financing options
• IBM Global Financing
• New, consistent incentives
• Term 1 yr 0, 2 yr1, 3 yr3, 4 yr5, and 5
  yr8
• Scope ServiceSuite Advanced 2
• Prepay Varies
• Reference price replaces list price

Solution pricing reduces total cost of basic
support.
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How do I know if I'm outgrowing my server?
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PM/400e

• Provides reporting information on iSeries
  capacity trends and
• system performance
• Remote monitoring of your system performance
  capacity
• Provides easy-to-read graphs and reports
  depicting system performance,capacity trends,
  and recommended improvements
• Access to services specialist by phone to discuss
  system issues
• Delivery options are electronically via the
  Internet (monthly) or hardcopyvia the mail
  (monthly and quarterly)
• Allows you to gauge future capacity and
  performance requirements
• Helps ensure high service levels
• Helps you fine tune your operating system to
  effectively manage peak periods

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This is too much to manage. How can I get help?
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Account Advocate

• Remote support provided by assigned technical
  specialist who
• Receives incoming calls directly from customer
  and coverage extends to Passport Advantage
  products (i.e. IBM middleware)
• Assumes management of customer problems/questions
  and acts as the customer's voice, within IBM,
  identifying issues to customer support
• Is available 8AM to 5PM, Monday through Friday in
  customer time zone, except US national holidays
• Has access to a confidential database of relevant
  customer information
• Calls each customer once a month to help maintain
  a close working relationship and review any
  support concerns
• Performs collaborative Problem Determination/Probl
  em Source Identification (PD/PSI) with selected
  vendor support centers
• Offers one convenient support focal point for all
  Support Line problems
• Supplements your technical staff for problem
  management
• Requires Support Line or ServiceSuite Advanced as
  a prerequisite

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How will my folks keep up with technology?
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IBM Education Card

• Unlimited education for one low price for a
  single user for one year
• IBM Education Card covers public classes and
  conferences
• Price 8,995
• Audience large installs new employees

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IBM Corporate Education Pass

• 8 one-time use Education Passes
• Passes cover Public Classes and Conferences
• Each Pass has a value up to 2,495
• Passes can be used by different individuals
• Retail Price 15, 995 (value up to 19,960)
• Audience Company-wide roll out of new product

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IBM Education Pack

• The most flexible IBM training product
• Coupons good for 1 year from date of purchase and
  are non-returnable, non-refundable
• Can be used for private classes, public classes,
  conferences
• Can be used by individual or multiple users
• Price 4,500 (for 5,000 in coupons)

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Digital Video Library (DVL)

• 100 course library
• Selp-paced, videotaped courses on CDs
• Student course materials in .pdf format
• Load on server or desktop
• Training anytime/anywhere, no travel required
• Flexible Licensing Options
• Starter Pack - 5 courses for 1-3 students
  5,000
• Standard License - Entire library licensed for
  1-5 students 11,000
• Audience Limited budget, large number of staff
  to train

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How can I protect my company if there is a
disaster?
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IBM's Protection Express

• Affordable disaster protection for small and
  medium businesses
• Provides pre-configured system for temporary use
  during an outage emergency
• Includes 2-day workshop on building a disaster
  recovery plan
• Offers toll-free disaster declaration phone
  number
• Provides telephone support during a disaster

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How can my shop take on one more task?
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IBM's e-business Hosting

• IBM is leader in e-businss hosting and managed
  services
• Continuum of services from colocation to
  capacity on fdemand
• Modularized services build on e-business hosting
  services
• Virtualized services enabling e-business on
  demand
• Application Hosting

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OK, sounds good. Now where do I go to find out
more about these sevices?
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Contact your Huber rep