System z Software Support

SoftwareXcel offers you the expertise you need, when and where you need it. Your internal IT staff has access to all the tools and resources they need to keep your software up and running. In addition, you can easily expand your software options because SoftwareXcel provides supplementary skill sets without requiring additional resources.

Offering an integrated suite of interactive, real time and online functions to help resolve questions and problems

SoftwareXcel basic and enterprise editions offer easy-to-use electronic tools to help identify and resolve software problems. These tools include:

• Service Information Search for searching usage and defect data-bases, frequently asked questions, system center flashes and bulletins, and non-defect databases
• Service Request and Delivery for electronic ordering and receipt of program temporary fixes (PTFs) and customized corrective service orders based on installed service inventory
• Automatic Status Tracking for identified authorized program analysis reports (APARs) and PTFs
• Electronic Technical Response for electronic problem reporting to the IBM support center, including either electronic or phone response and tracking by user, account or other specified subset
• Product Cross Reference for easy searching for a product by component name and ID, program number or releases
• Preventive Service Planning for installation information for new releases of IBM software/hardware products and preventive IBM software service

SoftwareXcel enterprise edition offers valuable predictive function-ality and premium response times. For example, Service Request and Delivery is expanded to include a preventive service package based on installed service inventory. You can also order and download high-impact or pervasive APAR/program errors (HIPER/PE) and customize requisite PTFs in a corrective service package. Other enterprise edition services include:

• Automatic Software Alert, a process that automatically notifies you of critical IBM software problems
• Remote screen viewing with IBM technical specialists to assist in efficient problem resolution
• Premium response for voice or electronic defect calls (prime time only)
• Monthly problem management reports detailing issues and solutions so that you can better evaluate your system’s performance

Delivering easy access to higher technical support center skills to identify and solve problems

While most software issues can be resolved electronically, there are those that require the hands-on expertise of a software support specialist. Highly skilled, world-class IBM software experts are on hand to provide the personalized touch that can mean the difference between long outages and quick resolutions.