Software Support Services for System Z IBM Global Services Proactive Support for IBM Z enhancement, 2019 TSS US Susan Barrett, SWS Business Manager Jocelyn Simms, SWS Premium Services Planner

What new benefits are there for sellers? Simplified offerings, capitalizing on the TSS Software Services Proactive brand name Consistency - maintains services clients already know Provides additional value features into a single, highest value service Introduces per-machine pricing for the TAM

Proactive Support for IBM Z

Expanding the TSS SWS for Z portfolio with New Proactive Support for IBM Z New Global Proactive Support for IBM Z replaces the Managed SoftwareXcel Enterprise Edition service An all-inclusive service, with all the familiar benefits of SoftwareXcel enterprise edition, plus the Technical Account Manager (TAM) and new Priority Response feature With scalable, per-machine pricing for the TAM Proactive Support announcement letter 619-002, available on June 28, 2019 in ISAT/CHIS. Managed withdrawal announcement letter 919-123, effective June 27, 2019. Technical Account Manager features include An IBM assigned advocate (TAM) providing account management, introduced via a Welcome Call Regular meetings hosted by the TAM with client’s System Z administration team Assistance with problem avoidance by providing timely advice on the latest maintenance and best practices Enhanced problem resolution from the client’s assigned advocate who performs IBM problem monitoring, and Escalation / coordination for critical problems as required Priority Response feature includes 30 minute response, 24x7 for SEV 1 2 hour Prime shift and 4 hour Off shift response for SEV 2, and 2 hour, next business day (NBD) response for SEV 3 and 4 Combined benefits TAM + SoftwareXcel Enterprise Edition in a single service, with per-machine pricing A TAM provides the client simplified support for their software maintenance and planning Premium offering for high availability requirements, with Priority Response and the assigned TAM `

Summary & Comparison

Existing and New zSystems Support zSystems Premier Software Care Offerings Managed SoftwareXcel enterprise edition for zSystems  Proactive Support for IBM Z SoftwareXcel enterprise edition (prime or full shift) Alert Resolve for zSystems

Snapshot Comparison Withdrawn from marketing, 6/27/2019. Newly announced in ISAT/CHIS, effective 6/28/2019

Increasing Client Value TSS US Software Services for System Z Proactive for System Z (Global) TSS US Software Services for System Z (2019) Increasing Client Value PRIORITY RESPONSE 30 minute response for SEV 1 24x7 2 hour Prime shift and 4 hour Off shift for SEV 2 NBD for SEV 3 and SEV 4 NEW TSS Global announcement of Proactive / Z Replaces TSS US Managed SoftwareXcel enterprise edition Client benefits include: Simplified per-machine pricing for TAM Default enhanced response, 24x7 TAM (Technical Account Manager) IBM assigned advocate providing account management via Welcome Call and regular meetings with your System Z administration team Assistance with problem avoidance by providing advice on latest maintenance & best practices Enhanced problem resolution from your assigned advocate performing IBM problem monitoring and escalation/coordination for critical problems as needed SoftwareXcel enterprise edition for System Z Electronic access to the IBM support structure for complete usage and defect problem reporting via IBM Link Access to tools to customize system maintenance and management Tailored monthly management reports The voice charges are included in the clients prime and full shift package, depending upon option selected 1 hour prime shift Premium response per client request, from the IBM Support Center on defect problem submission Includes everything offered with SoftwareXcel enterprise edition Electronic access to the IBM support structure for complete usage and defect problem reporting via IBM Link Access to tools to customize system maintenance and management Tailored monthly management reports Voice full shift as default + Enhanced / Priority Response Alert and Resolve for System Z Electronic access to the IBM support structure for defect problem reporting via IBM Link Comprehensive electronic tools for problem identification and resolution through access to IBM proprietary knowledge bases Proactive notification of High Impact Problems based on client profile Electronic access to the IBM support structure for defect problem reporting Comprehensive electronic tools for problem identification and resolution through access to IBM proprietary knowledge bases Proactive notification of High Impact Problems based on client profile Electronic access to the IBM support structure for defect problem reporting Comprehensive electronic tools for problem identification and resolution through access to IBM proprietary knowledge bases Proactive notification of High Impact Problems based on client profile MLC / S&S (No TSS Services) Available maintenance and fixes Only Voice defect support Available maintenance and fixes Only Voice defect support Available maintenance and fixes Only Voice defect support Available maintenance and fixes Only Voice defect support

Q & A

Backup

Summary Knowledge, experience and leadership Vast experience and training on continually expanding range of products Single point of contact Proven electronic tools Availability and performance of systems and applications Responsiveness, efficiency and rapid problem resolution Services that provide precise and proactive information Offerings for clients with various levels of needs Alert Resolve – proactive notifications for software issues, defect reporting capability and Problem self-assist tools & priced per userid SoftwareXcel enterprise edition Premium offering for high availability requirements & unlimited ids Now includes Voice (9x5) within Prime Shift offering Proactive Support on IBM Z Premium offering for high availability requirements with an assigned TAM, unlimited ids Have a TSS SME providing account management your zSystems All inclusive service, with Priority Response and per machine price

Why Do I Need SoftwareXcel? For the client to have a complete support coverage model, SoftwareXcel should be included in all z Systems negotiations. Excluding SoftwareXcel exposes the client by not providing key elements of support. z Systems operating systems and associated application programs are licensed and supported under Monthly License Charge (MLC) and Subscription & Support (S&S) Programs which include: Available maintenance and fixes Only Voice defect support (no electronic access) MLC and S&S does not include: Any warranty period for SoftwareXcel Usage support (i.e. any support which is not a defect) Configuration, Installation, How to, Documentation Interpretation, Migration planning Ability to work a problem electronically with Service Request (SR) Access to IBMLink/ServiceLink tools suite