Technical Support Services

Experience the confidence of IBM on your teamSpotlight: Post-sales technical support services

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IBM has decades of successful experience supporting both IBM products and non-IBM systems. We can offer the customization and flexibility that your business demands, with around-the-clock service every day, even on holidays. Our range of solutions includes packaged, part-numbered or tailored services that are designed to be easier to buy, sell and activate. Through our nearly unmatched global support infrastructure of parts, skills and vendor alliances, we can provide higher-quality, cost-efficient services.

World-class skills: When you have a problem or need assistance with change management, you need a technician to get it right the first time. An IBM technical support contract provides access to thousands of highly skilled and certified technicians who share that goal with you. And IBM’s ongoing technician-education requirements help you consistently receive industry-leading support.

Advanced monitoring, diagnostic and call-home tools: We use advanced and IBM-patented tools to proactively monitor, diagnose and repair problems around the clock. One of the tools is IBM Electronic Service Agent™ (ESA), which provides around-the-clock monitoring of machine problems, such as failing parts, and automatically calls “home” to IBM’s Support Center to more securely upload error logs. ESA can open a ticket and initiate the resolution process before you’re even aware there is a problem!

Robust parts inventories and logistics: When your systems are down, the last thing you want to do is wait days or weeks for replacement parts. By choosing IBM, you can tap into a virtually unmatched repository of both IBM and multivendor machine parts across 556 parts-stock locations—helping to expedite problem resolution. In fact, on any given day, we move approximately 27,000 parts to customer locations all over the world.

Extensive global reach: Unlike many other companies that may only provide services in major metropolitan areas, IBM can be almost everywhere you are. We provide support in over 200 countries and more than 120 different languages. Plus, we can deliver robust services both onsite and through advanced means, such as near-real-time electronic monitoring, diagnostics and remote repair.

Multiple ways to access support: In addition to numerous remote support features like ESA, we have invested in an array of advanced tools that can allow you to report problems at almost any time, day or night. You can use these resources to check your call status and history for one business location or for your entire enterprise.

Advanced multivendor expertise: We have significant experience supporting multivendor environments. We work with leading IT vendors to develop proactive industry-leading practices for managing and maintaining hardware and software across industries and geographies. And we can help consolidate your existing multivendor support contracts into a single IBM contract that covers both IBM and non-IBM support and maintenance services.

Premium support for IBM systems: IBM has advanced, extensive proprietary training programs to help with the support, training and maintenance of technical resources while providing access to our global research, hardware and software development labs. IBM employees can tap into IBM’s patented monitoring and diagnostic tools, solution databases, research and development labs, certified parts and more.

Capacity to support almost all of your IT needs: As one of the largest IT services companies in the world, we provide an almost unmatched portfolio of solutions across industries. From engineering innovative servers and data centers, to designing networking and cloud computing environments, to providing consulting for business continuity and resiliency, you can rely on IBM to be your single-source provider for practically all of your IT needs.

What we offer

IT maintenance

IT maintenance

IT maintenance for server, storage and network devices leverage onsite and remote support to help you cut your costs and boost performance

IT support solutions

IT support solutions

Simplify support with single-source, integrated services for IBM and third-party hardware and software solutions that were purchased through IBM

Managed IT support

Managed IT support

Simplify support for multivendor environments, with comprehensive, integrated services

Software support services

Software support services

Software support services, either onsite or remote, can prevent outages, accelerate issue resolution and meet service level requirements

Technical support appliance

Technical support appliance

Access robust analytics-based recommendations to help optimize your IT systems availability

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