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29nd May 2014

Enhanced Technical Support

2011 IBM Corporation


Enhanced Technical Support (ETS)
ETS is a service solution
Integrated approach:
Proactive
Coordinated support
Multi-product and Multi-vendor
Max. Availability effective cost

Cost effective solution to


provide a good degree
of IT availability Redundant System
Cost

Recovery System

Committed Services

Enhanced Technical
Support

Maintenance
Warranty (break/fix)

Availability
2 2011 IBM Corporation
ETS feel the difference

30min response remote Account Advocate


for sev.1 Proactive advices
Personalized information Individual workarounds
ETS
critical software support (critical situation)

Much more

2h response Short duration


Base Support
calls
Remote Support

License Service Patches & Fixes

3 2011 IBM Corporation


ETS Deliverables

4 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)

5 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)

6 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)

7 2011 IBM Corporation


Remote Account Advocate

Is Focal Point

Manages Crit-Sits

Knows customers unique environment and problems

Acts Cross-product, cross-platform

Presents HW/SW problem reports

Provides proactive Information

Initial test of remote connections to customer systems

Schedule regular calls with Primary Technical Contact

8 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)

9 2011 IBM Corporation


30 Minutes call back for Severity 1

In case of severity 1 calls (hardware or software)

The customer will get 30 minutes response time from the front end engineer instead of 2
hours

10 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)

11 2011 IBM Corporation


Regular Review Packages

Performed quarterly
Covers the following sections:
Current inventory
Minutes of the previous call
Open/closed PMRs
Open/Closed PMHs
Performance Management Report
Maintenance Level Comparison Report (MLCR)
Microcode Review Report
Recommendations and Pinpoints

12 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)

13 2011 IBM Corporation


Proactive Advices

rAA provide any recommendations and proactive advices specific to the ETS machines

It can be delivered in the review package quarterly

For important advices, rAA propagates them directly without waiting for the upcoming review
package

14 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)

15 2011 IBM Corporation


Critical situation management and coordination (Severity 1)

Management-Services through the Remote Account Advocate Team

rAA ensures a rapid and comprehensive reaction for critical Hardware and Software
Problems

16 2011 IBM Corporation


Deliverables

Welcome Call and Package


Remote Account Advocate
Committed 30 Minutes call back for Severity 1
Regular Review Packages
Proactive Advices
Critical situation management and coordination (Severity 1)
Extended support for OS upgrade (24h/year)
Extended support for OS upgrade (24h/year)

17 2011 IBM Corporation


Extended support for OS upgrade (24h/year)

Remote assistance while Operating system upgrade


The assistance is for 24 consecutive hours per year for OS upgrade
Planned at least 2 weeks prior the upgrade
The Front End engineer will work remotely on solving the problems that could occur during
the upgrade

18 2011 IBM Corporation


Summary

Committed 30 Minutes for Severity 1 Welcome Call and Package


Remote Account Advocate Regular Review Packages
Proactive Advices Critical situation management and
coordination (Severity 1)
Extended support for OS upgrade
(24h/year)

19 2011 IBM Corporation


ETS Welcome Call Checklist:

Collect information about clients Environment


Operating Platform
List Production systems
List Development systems
Main software applications used
Planned Activities scheduled in the next 6 months?
Is Electronic Service Agent installed and active on system(s)?
Are you registered for Electronic Services?
Do you have an IBM ID?
List of IBM products that are used
Show client sample report of MLRC and Performance
Provide information to client on how to enable eSA and PM

2011 IBM Corporation


21 2011 IBM Corporation
22 2011 IBM Corporation

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