IBM Storage Expert Care

IBM Storage Expert Care delivers a simplified method to select services and support for IBM FlashSystem 7200 and FlashSystem 9200

When it comes to maintaining the HA, resiliency, and reliability of the systems and devices that run your business, Storage Expert Care enables organizations to easily select the right level of expert service. It provides a simple method that can help organizations avoid long procurement and contracting processes by enabling the acquisition of services at the time of the product purchase.

Storage Expert Care Premium includes:

• Warranty service upgrade for the first year with same day onsite repair, 24 hours a day, 7 days a week
• Hardware maintenance support with same day onsite repair, 24 hours a day, 7 days a week, for additional years of Storage Expert Care
• IBM Software Maintenance (SWMA) software support and services agreement

Predictive support:

• Predictive alerts are collected and analyzed by IBM representatives
• An action plan will be discussed with client if immediate action needs to be taken to avoid or prevent an incident
• Enhanced response time for defect support:
  • Response time is defined as the elapsed time between technical support receipt of the client problem submission and the acknowledgment of the submission
  • Includes 30-minute targeted response time objectives for severity 1 and severity 2 problem reports
• Remote Code Load upgrades are provided by IBM remote support representatives up to twice per year to keep your systems up to date
• Technical Account Manager will serve as the key client interface for in-scope hardware and software, delivering partnership and consultancy, as well as direct engagement on high-priority support cases

Optional premium services

• With selection of Storage Expert Care Premium, Remote Code Load Exception, feature code AHY2, is available in the configurator tool when the onsite Service Support Representative code upgrades are required
• With selection of Storage Expert Care Premium, Machine Setup Support for Storage 6668-Kxx ServicePac are available in the configurator tool when required on FlashSystem 7200

Planned availability date: August 17, 2021