1. Technical Advisor (TA): Summary
Definition
Included at no charge during Warranty and for an additional fee post Warranty, TA is an enhancement to Base support (SWMA/Support Line, Warranty/HWMA) that delivers the following
Relationship based account management by a named TA who maintains an awareness of the client and their eligible Storage devices within IBM support.
Assistance with planning and guidance on proposed changes to eligible storage devices
Advice/guidance on maximizing availability and providing best practices for eligible storage devices
Features
Problem Management
Assigned TA will monitor open reported problems being worked by SWMA/HWMA personnel to ensure that all appropriate actions are being taken and will assist with critical problems by providing additional coordination/management as needed.
Proactive Problem Prevention
Your TA will provide information on the latest maintenance, best practices and other appropriate tips/techniques related to your eligible storage devices as they become available.
Account Management
A named TA is available during Prime Shift (9x5, M thr F) to provide a focal point within IBM for questions related to eligible Storage devices
Benefits
Designed to provide a relationship component to standard IBM base Support on eligible storage products
Designed to assist in avoiding the costs/business impact of a problem
Improves IT availability via sharing of maintenance and best practices advice.

2. US TSS Software Services – XIV, ProtecTIER, SoNAS
SWMA TA AA
CTS
How-To/Usage Technical Support
AA Team
CTS Team
Known and New Defect Technical Support
Potential for Live call
DAC
Single point of Entry to Support for SW/HW
Dedicated Technical Support Team
Deep System Level Skills
Enhanced Problem Resolution
Limited to Sev Coordination
Full
Electronic reports / status calls
Customized to client need
Assistance with Problem Prevention / Planning
Account Management
Limited
Senior Product Support Skills & Proweb & Custom Support Criteria
Customized to client environment
Integrated HW/SW Support
All severity HW coverage
ESO Option
Priority Engagement by Development Support
Specialist Support Days
Note 1
Note 1 Note 2
Comparison table of how the various services compare to each other in terms of what service enhancements they deliver. This table makes it very eay to visualize the increasing levels of service value that the service portfolio provides
Note 1: Purchased separately from main service Note 2: 1 x SSD mandatory purchase if ESO selected

3. Potential for live call
Software Services – Service Deliverables
HWMA
SWMA TA AA
CTS
Initial Customer Contact Target w/Action Plan
Prime Shift / Off Shift
1 Hour
2 hrs Prime
4 hrs Off NA
30 min 24 x 7, 365
Option: Sev 1: Min Prime Shift
30 Min Off Shift
Potential for live call No
Yes
Hours of Support
8x5 NBD,
24x7x4,
24x7x2
24x7 Sev 1 only; 8x5 all others,
9 x 5, Mon thru Fri
Maps to Base Support
Who works reported Problems?
HW team
SW Team
AA Team
CTS Team
Electronic Items
eSA Remote Monitoring
End of next business day
Customer Support Plan
Operational Support Plan
Monthly Service Activity
Proweb
Follow-up Target Response
When info available
NA or as agreed for a critical problem
Sev 1: 4 hours, as agreed
Sev 2: daily, as agreed
Sev 3 and 4: as info available
Sev 3 and 4: when information available
Comparison table of key service attributes