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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 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 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 SSD provides the perfect, flexible add-on to standard day to day support services, both Basic and Enhanced. They can be pre-sold with new machines when the client has budget for them and before the client has identified a specific need for them. They provide the client with the knowledge that they have access to IBM experts when they need them
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IBM 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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