IBM Server Support by Terix

If your data center is like most others, you have a heterogeneous environment encompassing several, if not many different architectures.  In addition to Sun Microsystems, HP and SGI, we offer multiple levels of enterprise support for the IBM server family of products.

Critical Plus (High Availability Support): for systems and applications that are critical to your company's business. This program provides an on-site engineer within 4 hours, 7 days a week, 24 hours a day to ensure a quick recovery in case of system failure.

Elite (Business Week Support): for systems and applications in need of standard 8 x 5 Monday through Friday support.

Standard (Standard System Support): for system service throughout the business week. This program provides next day on-site support, Monday through Friday.

Shared (Self-Maintenance): for sophisticated users who can perform the on-site tasks on their own.  This program provides technical support and training, with guaranteed next day parts delivery (if required, on-site spares can be provided).

 

Service Delivery	Service Levels
Systems	Critical Plus	Elite	Standard	Shared
RS6000 P-Series/AIX Support
Account Support Features
On-site technical support
Telephone technical support
Customized Consulting Services/ Software release planning
On-site account reviews	Monthly	Yearly	Semi-annual	Yearly
Training
Site activity log
AIX Software Support
Help Desk
Spares on-site	(optional)	(optional)	(optional)	(optional)
Post incident follow-up
Coverage Hours and Response Times
Help Desk coverage hours	7 x 24	8am-5pm,M-F	5 x 24	8am-5pm,M-F
Telephone Technical Support coverage	7 x 24	8am-5pm,M-F	5 x 24	8am-5pm, M-F
On-site Technical Support Response	7 x 24	8am-5pm,M-F	Next day	Not Applicable
Customer-defined priority setting Response Times				Optional
Urgent (telephone/on-site)	Live Answer/4 hrs	Live Answer/4 hrs	Live Answer/4 hrs	4 hrs/NA
Not-critical (telephone/on-site)	Live Answer/Cust. Convenience	4hrs/Customer Convenience	4 hrs/Customer Convenience	4 hrs/NA
2-hour on-site response	Optional	Optional	Optional	N/A

General Notes: Not all service levels are available in all cities. Up charges may apply for "out of service area" coverage.  For details and pricing call Terix sales.