1. 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

2. 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

3. Proactive Support for IBM Z

4. 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 , available on June 28, 2019 in ISAT/CHIS.
Managed withdrawal announcement letter , 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 `

5. Summary & Comparison

6. 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

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 Snapshot Comparison Withdrawn from marketing, 6/27/2019.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

8. 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

9. Q & A

10. Backup

11. 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

12. 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