Specialist Support Days (SSD)
2
© 2011 IBM Corporation IBM Maintenance & Technical Support 1 Specialist Support Days (SSD) Specialist Support Days (SSD) Features Blocks of up to 8 hours of assistance from IBM Product Support Experts Standard SSD: assistance is provided with (10 business days notice), remote from client location and during prime-shift Can be pre-sold with new machine sales or support contract renewals Client advises IBM at [email protected] when they have decided how they want to utilize their SSD Non-standard usage (any combination of Unplanned, Onsite, Off-shift) is available for an additional fee Benefits Allows clients to access and leverage IBM’s top HW and SW experts for specific tasks outside the scope of standard support e.g. Healthchecks, OEM product issues, education transfer, etc Flexibility to leverage IBM resources when needed Ideal for Clients who need short term ‘heavy hitter’ assistance on unique tasks/requirements Clients with internal skills/resource gaps Clients who want to budget ahead to cover such potential needs and pre-buy SSD before they have a definitive decision on how they want to use them Assistance from IBM Product experts on tasks outside standard support scope
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Specialist Support Days (SSD). Assistance from IBM Product experts on tasks outside standard support scope. Features Blocks of up to 8 hours of assistance from IBM Product Support Experts - PowerPoint PPT Presentation
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© 2011 IBM Corporation
IBM Maintenance & Technical Support
1
Specialist Support Days (SSD)Specialist Support Days (SSD)
Features Blocks of up to 8 hours of assistance from IBM Product Support Experts Standard SSD:
assistance is provided with (10 business days notice), remote from client location and during prime-shift Can be pre-sold with new machine sales or support contract renewals Client advises IBM at [email protected] when they have decided how they want to utilize their SSD Non-standard usage (any combination of Unplanned, Onsite, Off-shift) is available for an additional fee
Benefits Allows clients to access and leverage IBM’s top HW and SW experts for specific tasks outside the scope of standard
support e.g. Healthchecks, OEM product issues, education transfer, etc Flexibility to leverage IBM resources when needed
Ideal for Clients who need short term ‘heavy hitter’ assistance on unique tasks/requirements Clients with internal skills/resource gaps Clients who want to budget ahead to cover such potential needs and pre-buy SSD before they have a definitive decision
on how they want to use them
Assistance from IBM Product experts on tasks outside standard support scope
© 2011 IBM Corporation
IBM Maintenance & Technical Support
2
IBM Software Support Services – Specialist Support DaysIBM Software Support Services – Specialist Support Days Access product specialists for short-term software maintenance
Additional features and benefits:
Features Assistance from product experts beyond the scope of standard base and enhanced annuity service contracts
Access to remote, onsite services and emergency support and skills to address issues involving multiple products
Option to convert to Planned or Emergency. - Onsite through standardized additional charges
Benefits Provides a flexible solution for critical problems, maintenance event preparation, standby and analysis
Offers root-cause analysis in a complex multiproduct environment
Helps manage cost by enabling you to purchase support service when buying or renewing annuity contract
Why IBM?
A significant knowledge pool on proprietary products and strong support alliances with strategic vendors
Specialists can offer development-level skills at the code level
MTP03077-USEN-00
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