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IBM Maintenance and Technical Support Services

Can you afford not to?IBM Maintenance and Technical Support Services offer value,technical excellence and outstanding service.

2 Can you afford not to?

IBM Maintenance and Technical Support Services offer value, technical excellence and outstanding service.

For organisations dependent on critical IT systems, assessing and engaging with the best technical support provider is a delicate balance between the needs of the business, the budget available and the service levels on offer. Market conditions and budget restraints are driving many organisations towards lowest-cost technical support providers, offering cheap commoditised services. Budgets are continuously squeezed, and service levels are lean and mean. On the other hand, there is a demand for extended operational hours, always-on Web presence and greater recovery guarantees. Will your technical support provider have the skills, personnel and financial resources to meet your business needs when it really counts?

IBM Maintenance and Technical Support Services offer a comprehensive set of multi-platform integration and maintenance services at exceptionally cost-effective price points. Advanced predictive, remote diagnostic and recovery tools built into IBM systems offer immediate response, cost and service benefits. By taking advantage of the global technical resources within IBM and its local service delivery capabilities, IBM Maintenance and Technical Support Services delivers a unique combination of value and service.

IBM Maintenance and Technical Support Services 3

IBM Maintenance and Technical Support Services

Hardware and Software Support Services for IBM Servers

IBM Proactive Maintenance

IBM Maintenance for Multi-Vendor Products

IBM Maintenance Solutions for Network Products

IBM Support Line - Remote Technical Support Services

IBM Enhanced Technical Support (ETS)

IBM Retail Store Support

IBM ATM Maintenance

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Choosing the best support partnerTechnical support issues tend to arise in a binary manner: either there are no major issues, or you need to throw resources at a problem immediately.

Working with IBM Maintenance and Technical Support Services for IBM equipment offers an instant advantage:

• Most IBM systems include software that monitors system health and offers predictive warning of failure. There is no need to load or pay for third-party tools, and many situations are resolved automatically by self-healing IBM systems.

• IBM Maintenance and Technical Support Services offer comprehensive remote diagnostic and recovery services, which often means that no engineer is needed to resolve the problem.

For support providers without the IBM advanced, integrated remote management tools, it is only during actual failure that action is taken, an unsatisfactory and costly methodology.

Engineering excellence into your systemsIn cases when on-site resources are needed right now – network consultants, hardware maintenance, and software solutions – IBM Maintenance and Technical Support Services can call on people, products and patches from all corners of the globe. Advanced IBM remote diagnostics often mean that when an IBM Maintenance and Technical Support Services engineer visits, the cause and solution are already known, reducing the time spent in discovery and providing a fast, efficient support service.

All IBM Customer Engineers participate in the latest education programmes on current technologies. In-house access to system, software and product designers keeps IBM engineers absolutely up-to-date, and the combination of rigorous performance evaluations and training ensure that the best, most able people are retained by IBM.

This outstanding store of knowledge is yours, on tap, as part of the IBM Maintenance and Technical Support Services offering, providing a faster route to resolution and helping bring your systems back online at lower cost.

By engaging with IBM, your enterprise gains access to the strength and depth of a global organisation, priced to fit your exact business and budget needs.

IBM Maintenance and Technical Support ServicesOffering value, technical excellence and outstanding service


Technical excellence offered by IBMThe intelligent and efficient use of information technology increasingly forms a central part of competitive advantage, and is a major contributor to business success.

The underlying support services encompass all the hardware, software, planning, design, installation and relocation tasks that modern enterprises require. Maintaining the IT infrastructure is essential to meeting the business demands and objectives.

Balancing needs, value and service for technical support Not only does IBM Maintenance and Technical Support Services provide comprehensive support packages to suit every budget and business need, it also offers advanced technologies designed to reduce costs and increase service levels into the bargain.

• As much as 40 percent of all service issues can be resolved by using remote maintenance tools that do not require a visit by an engineer – offering faster, more effective resolution

• Remote management and monitoring tools are integrated offerings from IBM Software Group, in some cases at no additional cost, as part of the Service and Support agreement

• All IBM service engineers are fully trained and all replacement parts carry full IBM warranties, supported by the IBM Corporation worldwide.

IBM Maintenance and Technical Support Services provides total solutions that offer best value: a combination of cost-effective price points, very high service levels and outstanding technical and personnel resources. By engaging with IBM Maintenance and Technical Support Services, your enterprise can resolve the downward pressure on costs and the upward pressure on service, with an unbeatable business value proposition.

FAQs• What is the business impact if your systems fail? – With IBM

Maintenance and Technical Support Services you have access to the world’s leading technical expertise.

• Will your service provider be able to meet your response requirements? – IBM Maintenance and Technical Support Services has access to the right resources, skills and people to meet even the most demanding response service level agreements.

• Does your support provider have the ability to resolve problems remotely? – IBM Maintenance and Technical Support Services resolves around 40 percent of support issues remotely providing a faster, lower cost service – with free-of-charge remote alerting tools available.

• Can you afford to work with technicians who may not be trained to the highest levels? – IBM Maintenance and Technical Support Services engineers are trained to exacting standards and are all fully qualified for their specific area of expertise.

• What is the potential impact of not having a full manufacturer’s warranty? – All IBM replacement parts carry the full IBM warranty, installed by IBM engineers; IBM Maintenance and Technical Support Services understands the business impact of downtime.

• Is it wise to rely on a service provider with limited resources? – IBM Maintenance and Technical Support Services can call on the vast reserves of IBM know-how, people, products and finance to ensure that your business needs are met in full.

• Does a third-party support provider have access to the physical components? – Only IBM Maintenance and Technical Support Services has immediate access to IBM’s global distribution of components, ensuring that critical parts are always available to keep your company up-and-running.


Hardware and Software Support Services for IBM ServersAccess cost-effective server hardware and software support

Your business relies heavily on the mission-critical applications and data that reside on your IBM server. However, supporting daily operations and troubleshooting complicated hardware and software problems can be challenging and requires expertise that you may not have. And, while unplanned downtime can be costly for your business, dedicating your experienced in-house IT staff to traditional support activities can escalate your overhead costs and result in delays of other projects.

With Hardware and Software Support Services for IBM servers, you can leverage our experience and access our network of remote, online and easy-to-use tools to more quickly identify and resolve problems. We offer around-the-clock access to IBM support specialists to help prevent and resolve problems up front. In addition, our single-source support can help reduce your administrative costs while freeing up your in-house resources. With the flexibility to upgrade from base support services to enhanced support, we can provide a solution tailored to meet your needs.

Helping simplify maintenance and reduce costs with single-source supportBy offering a single point of accountability for your hardware and software support services, we can help simplify your IT maintenance. Instead of having to contact and coordinate multiple vendor support teams, you can rely on us to deliver integrated and consistent support for IBM and non-IBM products in your server environment. Also, our service allows you to minimise your internal IT maintenance staff or multiply their effectiveness, helping you reduce costs and improve your return on investment.

Helping prevent outages and improve system availabilityWith IBM, you get the advantage of high quality, professional support that can help you anticipate and resolve IT-related problems. Direct access to IBM support specialists and our vast realtime databases can help you quickly diagnose and resolve problems to maintain efficient operations. Proactive notifications of problems and the ability to electronically download fixes also helps prevent potential outages and enhances your system availability. When systems are up and running you get more value from your investment.

Highlights

• Helpssimplifymaintenanceandreducecostswithsingle-sourcesupportforyourenvironment

• Helpspreventoutagesandimproveavailabilitythroughrapidproblemidentificationandresolution

• Enablesin-housestafftofocusoncriticalbusinessactivitiesbyleveragingextensiveIBMexpertise.


Enabling your in-house staff to focus on critical business activitiesFrom preventative maintenance to problem resolution, our technical support gives you the confidence that your server environment is working at peak efficiency. By leveraging IBM expertise, you can gain around-the-clock access to specialised skills for troubleshooting complicated hardware and software problems. This helps increase the productivity of your in-house IT staff by reducing the time spent solving support issues and also frees your staff to focus on core business needs.

Why IBM?

IBM gives you single-source support and direct access to a comprehensive set of online tools for the rapid identification and resolution of problems. With electronic services, IBM proactively monitors the heartbeat of your servers, taking preventative action to maximise system availability. With our global network, we can provide around-the-clock access to support specialists who are backed by vast IBM resources. With our wide range of expertise on multi-vendor products we can support the most complex environments. And with a variety of support options, we can tailor our service to deliver the level of support that meets your unique needs.

Hardware support services Features

Base hardware Base Limited Warranty comes with server or device.

Can be extended via hardware maintenance.

Standard proactive support.

Electronic downloading for specific fixes.

Hardware (Enhanced support) Extended hours of cover up to 24x7.

Enhanced response and committed fix time.

Upgrade options are available for all servers.

Software support services Features Benefits

Base software Applies to server operating system.

Offers monthly license charge, which includes the right to use the product on the licensed machine. Available maintenance and fixes. Defect support (if available).

One set of documentation media (tape) refreshes as required.

Release upgrades at no increase in monthly license charge (MLC).

Availability Management Your primary focal point into IBM Service.

Would manage all your contracted service support on IBM and non-IBM products.

Incident reviews and reporting.

Developing service improvement plans.

Major incident management.

Total IT support consolidated in a single contract with IBM.

Maximising availability of your IT investment, allowing your resources to focus on your core business.


IBM Proactive Maintenance Reducing outages, decreasing downtime

If you are building a smarter business, you are going to need smarter computing to build it on. Relying on traditional ‘break-fix’ maintenance to support the high availability your systems require can be a gamble. Waiting for a problem to happen and then reacting at that point introduces unnecessary risk, anxiety and delay to your business. IBM offers a smart solution – IBM Proactive Maintenance, aimed at avoiding outages in the first place.

For organisations dependent on critical IT systems, assessing and engaging with the best technical support provider requires a balance between the needs of the business, the budget available and the service levels on offer.

But the consequences of system outages can be expensive. Research shows that the cost of system downtime per hour can range from £25,000 to over £3 million depending on the size of your organisation and the business you are in.

IBM Proactive Maintenance helps you to keep outage costs down through the use of advanced IBM analytical tools which help you stay ahead of critical threats and reduce the risk of expensive downtime.

It includes an IBM Gateway Web Portal that delivers:• Proactive notifications regarding your system’s maintenance

and security• Detailed graphical information on system performance and capacity

to help predict performance bottle-necks before they happen• Reports which compare the fixes installed on your system with the

latest available from IBM Laboratories• Updated views of your system configuration data.

Highlights

• Accesstoexperttechnical‘Advocates’foryourIBMoperatingsystemsand30-minutetelephoneresponsetimesforyourcriticalcalls

• IBMsoftwareupdatesthatallowyoutogainthefullbenefitsfromnewfeaturesandinnovations

• Two-wayelectronicservicetoenabledownloadoffixes

• Remotemonitoringofyoursystems,proactivelyidentifyingerrorsthatmayleadtosystemdegradation

• ErrorlogsandvitalproductdataautomaticallysenttoIBMtoenablefastproblemresolution

• Financeoptionstodefercosttofuturecontractyearsorbuildapaymentplantomeetyourbudgetrequirements.


Resolve system problems before they affect business operationsBy monitoring your systems 24x7x365 with automatic error reporting, IBM can respond faster with more accurate data to quickly resolve problems. And faster problem resolution means higher systems availability.

Problems are automatically sent to IBM Customer Engineers, communicating quickly and more precisely the same information you would normally need to provide to a technician verbally. Service issues are then directly routed to the most appropriate IBM specialist, meaning that the right person with the right skill set is working to resolve the problem right from the start.

Prevent service problems before you learn about them the hard wayWith IBM Proactive Maintenance based on IBM’s knowledge of your systems, we are better able to identify and fix potential problems before they cause system failure.

IBM Proactive Maintenance helps prevent unplanned downtime. IBM has unique access to Predictive Failure Analysis with the ability of components to warn of impending failure before the component actually fails, meaning we can often replace components before failure occurs or you even know about it!

System Support Representative (SSR)A named IBM Customer Engineer will act as your point of escalation for service delivery and will meet you on a regular basis to discuss service quality. This SSR can provide assistance for out of line or pervasive support issues and work with you on microcode management. He or she can also advise on the use of remote support tools and diagnostic aids such as electronic service agents to perform system health checks and to improve the timely resolution of service calls.

Timely access to the latest software updatesWith the number of critical releases and security updates increasing daily, it is more important than ever that you stay on top of business-critical software issues. With IBM software maintenance, you can receive timely delivery of updates and fixes, reducing the complexity of maintaining your server software and managing upgrades.

Committed service levelsHigh availability of your IT is the key to minimising disruption and lost productivity. Depending on your business needs IBM can commit to deliver fix or response time service levels. These are a cost-effective way to deliver faster contact and recovery times for your hardware systems in the event of a failure.

Why IBM?

With Proactive Maintenance IBM pre-empts problems with the resilience of your infrastructure, using open source, automation and analytical technologies. IBM has the tools needed to predict outages, so that we can avoid them. IBM can perform the detailed analysis, accessing product data, to determine the root cause of a problem.


IBM Maintenance for Multi-Vendor ProductsSingle point of support for all your IT hardware

IBM has supported other manufacturers’ products for over 20 years. With approximately 50 percent of our service calls for non-IBM products, our breadth and depth of skill ensures the same high levels of service quality for all products.

IBM uses a common approach to service provision irrespective of the original equipment manufacturer (OEM) and in support of this we have developed our own tools to provide remote proactive service on OEM servers.

Our aim is to provide you with a single source for your IT maintenance which enables you to speed problem isolation and resolution, whilst meeting demanding service level commitments.

By taking advantage of our maintenance services in a diverse IT environment you get more consistent service levels and a single view of support across your estate, without the time and expense of managing multiple vendors and contracts to achieve the same end result. As well as great service, simplified contracting processes, consistent service level performance and a single point of accountability, our prices are usually cheaper than the OEM’s.

We provide a range of multi-vendor maintenance support options on many manufacturers’ equipment, such as Juniper, Sun Microsystems, HP, Dell, Motorola, EMC and STK.

Highlights

• IBMserviceonnon-IBMproducts

• SinglepointofownershipforIThardwareproblems

• Competitiveprices,savingyoumoneyonthemanufacturer’sownprice

• SameservicelevelsandcontracttermsasforIBMproducts

• Onecontractformultiplevendors/platforms

• Supportformajorvendorproducts,includingHP/Compaq,Dell,Sun,CISCOandothers.


Support for your Sun servers • Hardware maintenance for a wide range of Sun servers

including: – Sunblades, Ultras, Sparcstations, Nectra, Sunfire – Entry Level V125 – V445 range – Sun Mid-Range V690 – V890 – Sun UNIX® up to E25K

• Flexible contract model (not restricted to prepaid 12-month contracts)

• Same Business Day and Next Business Day service levels as standard, plus a variety of service hours

• Highly Competitive Offering for equipment where the environments are stable and there is no need to upgrade the firmware.

Support for your x86 servers• Hardware maintenance for a wide range of non-IBM x86

servers including: – HP x86 Servers – Proliant ML, DL, C and P class Blades

– Dell Poweredge Servers• Access to technical expertise on HP, Compaq and

Dell equipment• Cost effective alternative to the OEM’s support• Remote technical support model which means that around

40 percent of problems are resolved quickly, without the need for on-site support

• Comprehensive Operating System Support available, including Microsoft®, Linux® and VMware.

Support for your CISCO Network• Hardware maintenance for CISCO Networking products,

including CISCO Telepresence• CISCO manufacturing and IOS support embedded in the

support solution• Highly competitive pricing when compared to

OEM Support• Trusted IBM Customer Engineers providing service to

CISCO’s own maintenance clients• Global Alliance between IBM and CISCO, providing joint

client support for over 10 years• Additional support services available, including IBM Support

Line for CISCO and IBM Network Assist• Audits of your networking inventory available.


IBM Maintenance Solutions for Network ProductsSupporting your networks, regardless of manufacturer

IBM offers a comprehensive maintenance service for network products, using tried, tested and trusted maintenance services. In most cases this is in partnership with the original manufacturer.

IBM can provide multilingual call management from our UK based call centre, along with escalation, and client satisfaction responsibility up to manufacturer third level support. We also offer limited operating system support, software ‘how to’ support, first and second level remote support and on-site engineers with parts (typically manufacturers’ own spares) at variable response times to suit your needs.

Customers who buy Network Maintenance from IBM often benefit from substantial cost savings compared with the manufacturers’ own support. In addition, in the case of CISCO, Juniper and Riverbed support, IBM service is delivered in collaboration with the manufacturer to ensure the highest level of support.

IBM provides software application support for CISCO products via the IBM Support Line, delivered in collaboration with CISCO.

Highlights

• Totalend-to-endclientsupportformaximumclientsatisfaction

• Expandableservicestoothermulti-vendorenvironments

• Widerangeofservicelevelavailabilityallowssmartermaintenancesolutions

• NetworkengineerscoveringalloftheUK

• Agreementswithmajornetworkproductmanufacturers

• Contractedaccesstomanufacturer’sown3rdlevelsupportandspareparts.


Benefits

Reduce costs and effortIBM Maintenance Solutions for Network Products helps your organisation avoid and reduce downtime whilst protecting the security and resilience of your operations.

Reduce in-house resources and educational expensesYou can reduce the cost of in-house product education and certifications by choosing IBM to fix and support your network equipment.

Better contract conditionsIf you already have an IBM Maintenance contract you can include your network equipment and profit from better volume conditions which may apply. Also benefit from flexible contract duration terms from one to three years or open ended.

Coverage and skillsIBM UK is a CISCO Gold and a Global Services Alliance Partner, and a Riverbed Authorised Support Partner with many Certified Service Engineers, ensuring excellent first level and field services whilst benefitting from special terms and conditions with the manufacturers.

24x7 support Our on-site Customer Engineers have instant access to the IBM Knowledge Database, where they can access proven solutions to networking questions around the world. They also have access to IBM Centre of Excellence support specialists, 24x7, for help in solving complex problems with contracted manufacturer support if necessary.

Parts Parts are typically provided direct from the manufacturer, but in some cases, depending upon the service level and geography, logistics may be shared between IBM Global Logistics and the manufacturer.

Why IBM?

IBM supports a large number of network clients across many sectors in the UK today, covering various service levels from next business day to 24x7, up to 2-hour on-site response times. IBM has successfully delivered multi-vendor services to its clients for over 20 years. Our technical expertise and proven support methodology helps us ensure our clients’ networks are supported and maintained in the best way, regardless of the manufacturer.


IBM Support Line - Remote Technical Support ServicesSoftware Support on Linux, Windows® and VMware OS running on IBM and non-IBM Intel® x86 based machines

Competitive and comprehensive software support for Red Hat, Novell (SUSE), VMware and Microsoft. IBM also offers Linux Subscriptions from Red Hat and Novell (SUSE).

Benefits• Speeds problem determination and resolution• Enhances IT reliability and performance• Eliminates client need to add staff for implementation

and support• Allows unlimited support calls from an unlimited number

of callers• Enhances IT staff productivity.

Based on its partnerships with vendors IBM offers a lower cost alternative but provides a more comprehensive support solution.

For Clients who need a single, trusted, knowledgeable support team to manage and resolve IT problems regardless of platform/vendor, IBM offers faster problem determination and resolution and reduced IT support costs. IBM Support Line for Linux, Windows and VMware helps eliminate the need to coordinate support among multiple vendors.

• Are you running Linux and/or VMware?• Do you need to simplify your Linux technical support processes and

structure?• Would you like to have a single-source for Linux technical support

and subscription ordering services?• Are you sure your Linux subscriptions are current?• Are you having difficulty managing multiple subscriptions all with

varying expiry dates?• Is maintaining a support agreement with multiple vendors straining

your IT budget?• Would you be interested in one-stop, comprehensive support that

provides flexible and affordable services for your IT environment?

Highlights

Assistance with:

• Usageandinstallation

• Compatibilityandinteroperabilityissues

• Interpretationofproductdocumentation

• Problemdeterminationandresolution

• IBMandmulti-vendordatabasesearches

• Defectsupport,includingchangeteamassistanceandemergencyfixes.


IBM Support Line is designed for multi-vendor enterprises

Support Line covers IBM and other popular software running on a mix of hardware, including:• IBM System z and IBM System x• Non-IBM Intel and original equipment manufacturer (OEM)

servers including Sun, Dell and HP• Red Hat and Novell SUSE Linux distributions• VMware.

IBM has a cheaper and competitive pricing methodology priced at system level for support.

IBM Support Line options

Support Line

• Windows, Microsoft Applications (e.g. SQL, Exchange, Office etc) and IBM Director

• Products Supported

• Red Hat, SUSE Enterprise Linux and IBM Director

• Option for Red Hat and SUSE Subscriptions

• All the above plus VMware• i.e. Windows, Linux, Director, VMware• Option to renew VMware subs

Support Line for Windows

Support Line for Linux

Support Line for VWware


IBM Enhanced Technical Support (ETS)Personal, integrated, proactive problem prevention and management

Waiting for a problem to happen is like sitting on a time bomb. Too late you discover a problem, which had it been addressed earlier, would have avoided the breakdown in the first place!

For organisations dependent on critical IT systems, assessing and engaging with the best technical support provider is a delicate balance between the needs of the business, the budget available and the service levels on offer.

You need an IT infrastructure you can rely on. But enterprise systems are becoming increasingly complex and resources are finite. Trying to manage multi-product and multi-vendor environments is a major challenge – let alone trying to pinpoint the problem when something goes wrong. In a critical situation, IT downtime can cost your business dearly.

Enhanced Technical Support bridges the gap between hardware and software support, providing you with a dedicated account advocate who works for you and for your IT systems availability.

Proactive monitoring of your system allows your account advocate to pre-empt and resolve potential problems before they arise, saving you from system downtime and any associated costs and revenue loss.

Highlights

• DedicatedaccountadvocateworkingonyourbehalfwithinIBM

• 30-minuterapidresponsetoseverity1problems

• Scheduledoutagesupport,makingsureIBMtechnicalteamsareawareofyourscheduledchanges

• Monthlyreportswithproactivesysteminformationandsupportactivityspecifictoyourneeds

• SeamlessproblemdeterminationofyourproblemHardwareorSoftware

• Problemisolationassistanceonmulti-platformsormultipleITenvironments.


What do you benefit from? FAQs• Can I contact my Remote Account Advocate at any time? – Remote

Account Advocates (RAAs) operate within normal business hours (09:00 - 17:00, Mon - Fri). However, any severity 1 service request still has a 30-minute response, 24x7.

• If I require assistance outside prime shift hours, who can I contact? – If your Account Advocate is already aware of the issue, they will have made arrangements as appropriate with you and IBM 1st or 2nd level support. If the issue has only just arisen, please call 0870 010 1952 (Software) or 0870 550 0900 (Hardware). If you need to escalate, please follow the Hardware or Software escalation routes. Your account advocate will contact you at the first opportunity during prime shift.

• My PMR is not a Severity 1 but business critical – can IBM help? – Issues such as time-critical updates within a strategic project can be just as important as a Severity 1 problem. If you find yourself in such a situation, please contact your RAA. He or she will ensure that all relevant support functions are aware of your particular PMR and handle it accordingly.

• Can I contact my RAA for issues not directly related to the IBM support? – Yes. Whilst your RAA might not be able to help directly, he or she will know where to channel your issue and who is the right person to contact you.

Why IBM?

The resilience of your infrastructure is paramount. It is therefore crucial to find a technology and service provider who will help you to pre-empt problems proactively, allowing you to concentrate on your core business processes.

Primary Contact

Planned Outage Preparation

Problem Management

Review Calls

Performance Management

Proactive Tech Advice

Critical Call Monitoring

Regular Contact

Monthly Reports

30-Minute Response

Rapid PD Response

Base SupportH/W Break Fix

S/W Break Fix

Base Support ETS

Ser

vice

Priv

ilege

(s)

Remote AccountAdvocacy


IBM Retail Store SupportTailor-made service solutions for your store operations

Delivering comprehensive support services for your retail IT infrastructureIn today’s fast-moving retail business climate, there is intense pressure on operating budgets that is coupled with an equal pressure to maintain high levels of customer service. Your IT systems are an integral part of your business and are a key element of the buying experience and interaction with your customers, so the business impact of IT issues is more critical than ever. With this in mind, you need to work with service providers that understand these challenges and can deliver a range of services to meet your business requirements. IBM has been delivering business critical support to the retail industry for over 30 years and we provide service to some of the largest retailers in the world.

Our service model is designed to provide rapid resolution to your IT hardware issues with minimum impact to your day-to-day operations. The retail environment is a complicated one and involves a wide range of IT products to support the store operations and enhance your customers’ experience. This complexity only adds to the challenges you face every day but having a single support provider for all your store requirements can take away the pain of managing this environment.

IBM has a wide range of alliances and partnerships with leading IT suppliers in this market to enable us to provide service on all the leading retail products. This includes such names as CISCO, Motorola, Ingenico, Verifone, Zebra and many more. We can also manage other specialist suppliers to give you a single point of contact for all service related issues in your stores.

Highlights

• ProvidesasinglepointofownershipforITproblems

• Abespokeservicefortheretailenvironmentwithflexiblesupportoptions

• Multi-vendorsupportforallyourin-storeIT

• Remotesupportmodeltomaximisedowntimeandfirst-timefix

• AUKwideservice,available24x7

• Broadrangeofservicesfrommaintenancetototalstoresupport.


Our service solution can be tailor-made to meet your requirements. Our capabilities extend to all aspects of your IT infrastructure, including Point Of Sale, Self Checkout, kiosks, mobile solutions, RFID, digital marketing and many more. We can extend the service beyond basic maintenance to include deployments, IMACs, refurbishments, inventory management, remote management and a whole range of complementary services. Whatever your requirements, IBM can deliver your solution.

• A single point of contact for all your store support calls – we’ll take problem ownership through to resolution

• A single contract for all your store support requirements – we’ll even manage other suppliers on your behalf to help reduce your supplier management activities

• Flexible service levels tailored to your needs – they can be varied by product, store, season, situation, etc

• Service is available 24x7x365 including public holidays – and options for seasonal variations to meet your business requirements

• Access to IBM technical expertise, backed up by a worldwide support infrastructure

• A remote support model that is designed to resolve issues without on-site support or to maximise first-time fix rates for calls that need an engineer visit – over 90% of calls have an effective first fix action plan

• A UK wide multi-vendor support capability using IBM Customer Engineers. We maintain a wide range of non-IBM products

• Tailored management information to give you an accurate view of your store support services and enable you to make informed decisions based on accurate data

• Dedicated Service Management will help drive service improvements, conduct service reviews, perform trend analysis and be the single point of contact for all service issues

• Service requests can be placed electronically or via telephone – we can even integrate your support desk with ours to enable automated call transfer and management

• Your support solution can be tailored to include a range of additional services – inventory management, refurbishments, deployment projects, Installations/Moves/Adds/Changes, etc

• Remote management tools can be deployed to increase the effectiveness and scope of the support capability.


IBM ATM MaintenanceReliable, flexible and cost effective

Changing patterns in work and social behaviour have seen the decline in face-to-face transactions and a growth in the use of self-service technology. Consequently the availability of self-service equipment directly impacts customer satisfaction and brand perception.

IBM has been successfully maintaining NCR, Wincor and Diebold ATMs for over 15 years, offering leading SLAs and network availability using a dedicated workforce of over 100 support staff and engineers. Our ATM Engineers have many years experience working on all makes and models of ATMs including the CCDM. Using a proven fix methodology we are able to reduce call volumes and deliver low RA rates.

Recently, IBM increased its investment in ATM and self-service maintenance with a dedicated multi-vendor centre near Bristol for ATM training, ATM refurbishment and parts repair.

Using IBM’s proven ‘Single Meet’ model we are able to reduce your annual maintenance bill with fixed pricing for all remote located ATMs. This model removes the need for a joint meeting between the Cash in Transit (CIT) and the ATM engineer. Our strategic partnerships with both the CIT companies allows IBM to provide the correct parts and technical support to the CIT who will deliver the service to these remote ATMs.

This model has resulted in an increase in network availability, reduced maintenance calls and drives higher ATM profitability.

With our ‘Supplier Managed’ model IBM will take full ownership of the ATM and manage all subcontractors who are essential to the day-to-day operation of the ATM including ATM cleaning and locking bars.

Contact IBM to find out if we can reduce your ATM support costs and lower the burden of managing your ATM infrastructure.

Highlights

• IBMserviceonnon-IBMproductsincludingNCR,WincorandDiebold

• Over15yearsexperiencemaintainingoriginalequipmentmanufacturer(OEM)products

• ServicedeliveredbyIBM’sdedicatedATMandSelf-ServiceEngineers

• Highnetworkavailability

• Flexibleservicelevelstailoredtomeetbusinessrequirements

• ReducedcallvolumesandlowRArates

• SinglemeetmodelforremoteATMs

• Suppliermanagedservice.


Benefits• A reliable and cost-effective alternative • Ability to support any mixed technology within an ATM

network including NCR, Wincor and Diebold• Flexible service levels to meet your business requirements

ranging from next business day service up to a 4-hour call to fix

• Single point of contact for all your ATM support calls• Genuine OEM parts – 85% of calls fixed first time using a

part that our engineers carry with them• Dedicated ATM and Self-Service workforce with over

15 years experience• Our service delivery methodology provides you with high

network availability allowing you to increase your ATM link revenue

• An innovative model for remote ATMs that removes the need for dual meets with fixed costs delivering increased remote network availability

• A range of additional services that includes cleaning, installations software and hardware upgrades.


For more informationSupport for every technology at the right price. To find out more about IBM Maintenance and Technical Support Services complete packages, please contact your IBM Business Partner or IBM Sales Representative.

Visit:

ibm.com/services/maintenance

http://www-935.ibm.com/services/uk/en/it-services/maintenance-and-technical-support-services.html

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© Copyright IBM Corporation 2011

IBM United Kingdom PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU.

Produced in the United Kingdom November 2011 All Rights Reserved

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MTS Brochure

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