IBM Storage Expert Care for FlashSystem 5200

Revised Information: IBM Storage Expert Care for IBM FlashSystem 5200

The overview information announced in Services Announcement 621-003, dated February 9, 2021, is revised as shown below.

When it comes to maintaining your systems and devices, you want to procure critical services as easily as possible. Storage Expert Care provides easy access to IT services that can help clients avoid longer procurement and contracting processes by enabling the procurement of tiers of service support during the product purchase transaction.

Storage Expert Care services for FlashSystem 5200 are currently enabled for years 1 to 5. Clients who require a quote for additional years of support for the same services provided by Expert Care, in addition to any already acquired, can request one using the special bid process.

There are 2 tiers of Storage Expert Care:

• Storage Expert Care Basic
  • Hardware maintenance support with next business day onsite response
    • Enhanced response time: 9×5 next business day onsite repair
  • Software Support and Services
    • For non-software maintenance agreement (SWMA) products, this service is called Support Line; otherwise it’s standard SWMA. Support Line offers technical assistance to answer usage, installation, and technical questions and to address product compatibility and interoperability concerns.
• Storage Expert Care Advanced
  • Hardware maintenance support with enhanced response time: 24×7 same day onsite repair
  • Software Support and Services
    • For non-software maintenance agreement (SWMA) products, this service is called Support Line; otherwise it’s standard SWMA. Support Line offers technical assistance to answer usage, installation, and technical questions and to address product compatibility and interoperability concerns.
  • Predictive Support
    • Provides predictive alerts to clients that enable Call Home and Storage Insights services
    • Also includes predictive alerts related to performance, lack of storage space, and best practices so clients can take action to prevent problems from occurring or more quickly and easily troubleshoot problems when they occur.

Effective date: June 15, 2021