IBM Proactive Entry Support for Select Storage Products

IBM Proactive Entry Support for select IBM Storage products

Business demands don’t stop, even if your IT does. To help protect your brand and keep your client base, your IT infrastructure needs to run constantly, but hiring multiple vendors for support can be complicated and costly.

Improve your IT availability, reduce operational costs, and drive growth and innovation by enhancing the base level hardware and software services that are often included with IBM storage product purchases.

Proactive Entry is an optional service enhancement focused on enhanced problem resolution for select IBM storage products that have pricing and service considerations that may preclude the selection of the full Proactive Support offering.

IBM Proactive Entry Support is an entry-level service enhancement that provides enhanced problem resolution for select products.

Proactive Entry is an optional add-on to the base hardware warranty (HWMA) and, where appropriate, software maintenance (SWMA) services (SWMA-eligible products only). Base product usage assistance is included with Proactive Entry purchase on non-SWMA eligible products.

It is designed to make problem reporting and resolution easy, fast, and efficient. As a result, Proactive Entry will assist clients with reducing downtime and lowering IT operational costs.

Priority Access: Single point of entry for all hardware and software problems to a dedicated team of skilled resources.
Priority Response: Use of a unique direct access code (DAC) that delivers the potential for live call back and a maximum 30-minute response time for reported severity 1 issues.
Priority Handling: First point of contact is a dedicated team of product support specialists who will either resolve the problem directly or engage the appropriate additional resources to resolve the problem as fast as possible.

Proactive Entry is a subset of the Proactive Support enhanced service option.

IBM also offers a more robust, comprehensive support offering in Proactive Support that will transform base support into a complete support solution that is consistent across the IT environment. Proactive Support provides customizable, managed assistance with problem avoidance and an expanded version of the enhanced problem resolution delivered by Proactive Entry.

Key requirements
The following services are required for the duration of the proposed Proactive Entry Support: