IBM Technology

Lifecycle Services

IBM Power Expert Care

A simplified, flexible and standard
support approach to optimize availability
and reduce costs

Highlights Maintaining uptime is critical to your enterprise

Choose the right support Unplanned downtime can have significant impacts on your business. In
level and duration for addition to direct loss of revenues, unplanned downtime may lead to the
business needs damage of reputation, customer loyalty and more. You need to be confident
that support for your IBM Power® Systems facilitates high availability while
Upgrade IBM Hardware optimizing system performance. When it comes to system maintenance, you
Maintenance services also want to procure critical services as easily as possible. You need a
with optional committed simplified, standardized maintenance approach that helps reduce downtime
service levels and costs and frees your IT staff for more strategic business goals.

Obtain additional IBM® Power Expert Care offers you a new way of attaching services and
bundled services and support through service tiers at the time the product is purchased. IBM can
simple pricing with help you maintain higher availability of the systems and provide priority
Premium tier services to care for mission-critical requirements of your IT infrastructure.

Choose the right support level and duration for business needs
IBM Power Expert Care is a modular approach which allows you to choose the
duration, service response times and options which are most important for you
to support your IBM Power10 System.

All IBM Power10 Systems include a base warranty – IBM Power System E1080
includes a one-year 24x7 same-day IBM onsite repair warranty, while the mid-
range and scale out Power Systems include a three-year, 9x5 Next Business
Day – IBM onsite limited warranty. IBM Software Maintenance services must
also be purchased with all the systems for the years of the warranty.

In addition, IBM Power Expert Care has two to three tiers depending on the
system you have purchased. Services vary according to the system type, sup-
port tier and options you have purchased. Key services include:
- IBM Hardware Maintenance optional committed service levels
- Predictive support
- Technical Account Manager
- Enhanced Response Times
- Remote Code Load x 1 per year for scale out models
- Remote Code Load x 2 per year for mid-range and High-end models
Upgrade IBM Hardware Maintenance services with optional committed
service levels
With IBM’s wide range of available committed service levels, you can
specifically select the most suitable response times that best meet the
conditions and requirements of your business. When you select faster
response times, your calls will be prioritized above other calls already in the
queue for faster diagnosis and immediate repair action. Committed services
are available upgrades that enhance the level of service for hardware under a
warranty or maintenance agreement.

Committed Maintenance Service Levels:

Fix time

The measure of time between your service request and the

time it takes to repair the machine to its technical
specifications

Committed service-level options availble in limited countries1

Hours of coverage Response type Response time

24x7 Fix time 72 hours

48 hours
24 hours
12 hours
8 hours
6 hours

Obtain additional bundled services and simple pricing with Premium tier
With IBM Power Expert Care Premium, you have a number of optional services
to choose from.

IBM Technical Account Manager (TAM)

TAM provides dedicated support from a highly specialized subject matter
expert with deep technical expertise on IBM Power platforms who can provide
significant value to your organization. The TAM reviews your entire IT
environment and is your single point of contact for any issue, focusing on
proactive actions to prevent issues from happening and on problem resolution.
With recommended proactive measures, IBM can help you mitigate unplanned
downtime and maintain high reliability and availability of your systems. TAMs
are different from traditional technical support specialists in that they develop
a long-term relationship with you and are your organization’s advocate.
Moreover, they have direct collaboration with IBM product development and
engineering labs and can deliver enhanced services to your enterprise to meet
your business objectives.

Remote Code Load

Remote code load provides remote firmware and/or microcode updates by an
IBM technician, one or two times a year.
You can count on Response times with Expert Care
With Expert Care response times are enhanced with contact target response
IBM Technology Lifecycle objective for Premium tier, as measured by IBM, Target Response Time is the
period of time between Client’s service request being registered as an eligible
Services to keep your
call in IBM’s Call Management System and IBM’s technical representative
mission-critical systems making contact to initiate problem determination. For Premium Expert Care
clients on High End, Midrange and Scale out boxes. Target response objective
running smoohtly 24x7 is 30 min response time on severity 1 and 2 calls.

Systems Power10 High End - E1080 Power10 Midrange End - E1050 Power10 Scale out - S1022, S1024, S1022s, S1014, H1024, H1022

Support Tier Warranty Advanced Premium Warranty Advanced Premium Warranty Basic Advanced Premium

HWMA 24x7 SD IOR 24x7 SD IOR 24x7 SD IOR 9x5 NBD IOL 24x7 SD IOR 24x7 SD IOR 9x5 NBD IOL 9x5 NBD IOR 24x7 SD IOR 24x7 SD IOR

Term 1Y 1-5Y 1-5Y 3Y 3-5Y 3-5Y 3Y 3-5Y 3-5Y 3-5Y

SWMA √ √ √ √ √ √ √ √ √ √

Predictive Support √ √ √ √ √ √ √ √ √ √

Technical Account Manager

- - √ - - √ - - - √
(TAM)

Remote Code Load - - √ - - √ - - - √

Sev 1&2 (30

Response Time Sev 1&2 (30 min) Sev 1&2 (30 min)
- - min) - - - - -
(30 min - Sev 1&2) Sev 3&4 (4h) Sev 3&4 (4h)
Sev 3&4 (4h)

opt thought opt thought opt thought opt thought

Machine Setup Service √ √ √ - - -
ServicePacs ServicePacs ServicePacs ServicePacs

*GTMS, Media retention, and other TLS services can be obtained via separate TLS contracts

SD- Same day, NBD- Next business day, IOR- IBM onsite repair, IOL- IBM onsite limited

*ServicePacs are available only in certain countries

Conclusion
IBM Power Expert Care is a service approach that integrates and prepack-
ages hardware and software support services into a tiered support model.
It is designed to standardize support for IBM Power10 systems, delivering a
simplified proposal. IBM Power Expert Care can help provides more predict-
able maintenance costs and reduce deployment and operating risks. With IBM
as your single source of support from reporting to resolution, you can dramati-
cally optimize system availability, reduce costs and unburden your staff to
focus on competencies and business priorities.

Why Technology Lifecycle Services?

IBM Technology Lifecycle Services professionals have deep expertise in the
technology industry. Our experts support over 22,0002 IBM and other original
equipment manufacturer hardware and software products. IBM’s worldwide
reach allows us to deliver a holistic set of hardware and software support
services that help identify dependencies across your IT portfolio. IBM’s dem-
onstrated history of service, technical support and reliability, combined with
access to IBM product development and engineering labs, helps provide ef-
ficient advice and problem-solving. You can count on IBM Technology Lifecycle
Services to keep your mission-critical systems running smoothly 24x7.

For more information

To learn more about IBM Power Expert Care, please contact your IBM
representative or Business Partner®, reach out directly to an IBM TLS expert,
or visit ibm.com/services/systems-support.

3
IBM Power Expert Care
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1
The availability of committed services varies and may be limited based on country, product and geograph-
ic location of the installed machine.

2
As of November 2023, IBM Technology Lifecycle Services actively supports 22,698 distinct machine
types or models (IBM Systems Support and Multivendor).