Service detail
Highlights
 |  | | Enables access to support personnel who are United States citizens |
| | | Meets clients' data security requirements |
| | | Data analysis and call data contained in an isolated environment |
| | | Follows strict guidelines for handling customer information |
Get the support you need built to U.S. government security standards
Some customers are in a unique position of not being able to transmit the information necessary to enable technical support through traditional processes. Therefore, it has historically been difficult for vendors to proactively monitor and diagnose the full array of issues which can cause lengthy delays in the resolution of problems. In addition, data privacy policies exist which designate only United States citizens to handle support issues. As a result, security-focused clients may require that a vendor’s support personnel handling their support issues to be United States citizens, and to be able to deliver support in a manner that meets their security requirements.
In order to meet these critical requirements, IBM is implementing an optional support offering that can be purchased along with selected IBM Software Support Services known as IBM Secure Support via USA Citizens. This optional support will be performed by United States citizens. Additionally, data analysis and call data can be contained in an isolated environment. With the constant threat of outside hostile influences, government agencies and contractors, as well as private companies working with government agencies, must have assurances their support needs are being handled by United States citizens and know that their data is strictly protected.
IBM has United States citizens available who are easily accessible and qualified to deliver your wide range of support needs. As a result of adding the Secure Support via USA Citizens option to one of the following IBM Software Support Services, you will be entitled to technical support based on IBM’s standard support process:
- IBM Software Maintenance for AIX® and Software Maintenance for AIX LPPs
- IBM Software Support Services - Support Line for Storage
Upon completion of entitlement and confirmation as a Secure Support via USA Citizens customer, your support call will be assigned and handled by a U.S. citizen located in the United States. In addition, data analysis and call data can be contained in an isolated environment. Hours of coverage for Secure Support via USA Citizens are 8 a.m. to 8 p.m. Eastern Time. Twenty-four hour support is available for Severity 1 issues and is handled on a "call-out" basis.
