IBM System Storage Hardware and Software Support Services

Keep your IBM technology running with proactive support options

Learn about our integrated support for system storage. Read the solution brief Schedule a consultation

Are you an IBM client having an immediate problem and need to access technical support?

Around-the-clock, integrated support for your System Storage products from the company that built them

Maintain your powerful storage technology by relying on our global specialists, vast resources and advanced tools.

Simplify technical support

Service tiers can simplify your support strategy and procurement process

Protect against outages

Resolve issues more quickly and avoid missed service levels through enhanced support

Accelerate recovery

Bounce back from downtime faster with help from IBM specialists

Services we offer

Be confident in the level of support for your System Storage technology with IBM's integrated hardware and software support options. Choose the tiered option that meets your technical support needs: Premier, Essential or Basic.

PREMIER CARE

Proactive services

  • Microcode analysis (varies by product)
  • Media retention solutions
  • Machine code upgrade
  • Onsite problem determination

 

Client care services with an assigned remote account manager

  • Welcome call
  • Service review
  • Account profile
  • Technical support plan (periodically)
  • Problem record reports (periodically)
  • Coordination of proactive services

ESSENTIAL CARE

Client care services with an assigned remote account manager

  • Welcome call
  • Account profile
  • Technical support plan

Integrated support

  • Enhanced response time
  • Single team coordinates hardware and software proactive incident management and escalation for Severity 1 issues

Integrated support

  • Enhanced response time
  • Single team coordinates hardware and software proactive incident management and escalation for Severity 1 issues

 

Hardware maintenance

  • 24x7 same-day onsite response

Software maintenance

  • Remote voice support
  • Support Line 24x7 response Severity 1

 

Hardware maintenance

  • 24x7 same-day onsite response

Software maintenance

  • Remote voice support
  • Support Line 24x7 response Severity 1

BASIC CARE

Hardware maintenance

  • 24x7 same-day onsite response

Software maintenance

  • Remote voice support
  • Support Line 24x7 response Severity 1

PREMIER CARE

Proactive services

  • Microcode analysis (varies by product)
  • Media retention solutions
  • Machine code upgrade
  • Onsite problem determination

Client care services with an assigned remote account manager

  • Welcome call
  • Service review
  • Account profile
  • Technical support plan (periodically)
  • Problem record reports (periodically)
  • Coordination of proactive services

Integrated support

  • Enhanced response time
  • Single team coordinates hardware and software proactive incident management and escalation for Severity 1 issues

Hardware maintenance

  • 24x7 same-day onsite response

Software maintenance

  • Remote voice support
  • Support Line 24x7 response Severity 1

ESSENTIAL CARE

Client care services with an assigned remote account manager

  • Welcome call
  • Account profile
  • Technical support plan

Integrated support

  • Enhanced response time
  • Single team coordinates hardware and software proactive incident management and escalation for Severity 1 issues

Hardware maintenance

  • 24x7 same-day onsite response

Software maintenance

  • Remote voice support
  • Support Line 24x7 response Severity 1

BASIC CARE

Hardware maintenance

  • 24x7 same-day onsite response

Software maintenance

  • Remote voice support
  • Support Line 24x7 response Severity 1

You can also customize your support services from among the offerings listed above. Contact your IBM representative at 1-888-426-4258 for more information.

Additional Support Options

Support from US Citizen Specialists

Hardware support from US citizens located in the United States to help you manage requirements for security and privacy

IBM Technical Support Appliance

This premptive solution helps automate inventory discovery and provides analysis to improve uptime and simplify support management.

Other IBM Platforms Support

Support for technology around IBM System i, IBM System p, IBM System x, and IBM Blade servers.

Media and Hard Disk Retention

Help protect sensitive data by keeping your replaced media components in-house

IBM Total Microcode Support Services

Protects your IT environment with preventive analysis and proactive schedule microcode updates

Unique Advantages of IBM

Support from IBM Watson

Technology support for your System Storage device is powered by IBM Watson – a cognitive computing engine that helps resolve problems more quickly and on the first contact.

Best practices for compliance

Avoid unplanned outages by knowing which systems are entitled to fixes, updates and technical support.

IBM Call Home

Embedded in most IBM Systems, IBM Call Home notifies IBM support electronically when problems may arise, allowing IBM to start problem determination and resolution immediately.

Forward Thinking, Global Reach

With 585 parts stocking locations and service in 181 countries, IBM can meet your support needs where ever and when ever

Resources

Driving growth and innovation with a trusted support resource

A more innovative approach to technical support

Why choose IBM as your technical support services provider?

Proactively support your IT needs in the cognitive era

IBM System Storage

Check out what's trending in data storage

Experts

  • Guy von der Esch

    Guy von der Esch

    Business Manager - Storage Hardware and Support Line Services




  • Mike Cannon

    Mike Cannon

    Global Delivery Director - Remote Technical Support - Storage Domain

Schedule a no-cost consultation with one of our highly-skilled, experienced IBM Experts.

Contact us

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