IBM Hardware / Software

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IBM Hardware / Software Maintenance

IBM’s maintenance offerings are modular and scalable allowing you to customise the service you require today and in the future. Supporting business critical, high availability system requirements, you can enhance and upgrade base offerings, such as Hardware and Software Maintenance or Support Line through additional service offerings such as Enhanced Technical Support, Warranty/ Maintenance Service Upgrade and Committed Services.



Hardware Maintenance

Enjoy the simplicity of single-point accountability the next time you have to deal with hardware problems. The IBM Hardware Maintenance Services portfolio offers a range of customisable hardware support services for IBM and multi-vendor systems, resolving hardware issues quickly. By drawing on our infrastructure and technical expertise, your maintenance and support needs are covered.

Designed Solutions

ETS Maintenance

ETS offers several new and enhanced remote software support capabilities on top of the standard annuity support offerings. These capabilities are designed to answer your increasing need for higher software availability, and cost-effective support.


Software Maintenance

Software-related problems can really slow down a business—not to mention tie up IT staff. The solution? A single point of contact to handle all your software support needs—whether your organization uses IBM or multivendor software. IBM provides a service portfolio that offers remote, 24×7 support, including individual problem fixes and product usage advice, for virtually all of your software products.


Support Line

A single, integrated, remote software support solution, Support Line supports complex, distributed environments. Support Line provides remote assistance for product specific questions regarding product installation and operation.



Today, smarter infrastructure dramatically optimize IT services, but they may become quite complex. Advanced technologies, such as virtualization and provisioning, and new computing models, such as cloud, may introduce new exposure and risk. Because business processes increasingly depend on IT to deliver greater value and competitive advantage, the risk of downtime is a serious threat and the repercussions can extend beyond your company and impact your clients and business partners.
Many IT organizations simply put out fires as they occur, without thinking about how to prevent them on the first place. But this reactive approach can be costly: aside from a financial loss and cost of unexpected downtime, the damage done to a company’s reputation and customer relationships can be crippling.

Enhanced Technical Support takes a proactive, comprehensive, and broadly integrated approach to hardware, software, and multi-vendor environments, to offer a new way to quickly save time and money, and improve your IT systems availability.

In summary, IBM ETS provides the following benefits.

Designated technical team for your organization

  • The responsibility to know the unique environment
  • Proactive and reactive support activities

Automated analytical tools and processes

  • Regular review calls to discuss reports and provide advice

Committed response time

  • 30 minutes or less for critical issues

Critical situation management

  • Centralised leadership using staff

IBM Committed Services

Committed Services is a new offering available in the Enterprise Services and ServiceSuite portfolio, enabling clients to enhance their base hardware warranty and maintenance support offerings with contractually committed service levels. Committed Services moves hardware support to a higher level, truly supporting high availability system requirements. It is a standard contract commitment that enables IBM clients to buy a comprehensive technical support service which will deliver timely and efficient problem resolution from a range of predefined services levels for a wide range of IBM hardware.
  • Hardware
  • Software
  • ServiceSuite
IBM Hardware Services can help you:

  • Get the right support for your hardware assets
  • Leverage single-call accountability for IBM and multivendor hardware support
  • Minimize costly downtime and protect against outages
  • Accelerate recovery
IBM Software Support Services can help you:

  • Reduce operating costs and increase efficiency
  • Improve availability and reduce downtime
  • Reduce complexity
  • Ease resource and skills constraints
Components of IBM Maintenance Services for Hardware include:

  • Machine repair
  • Machine preventative/predictive maintenance
  • Error analysis/remote support facility
  • Problem management
  • Engineering change management
  • Maintenance of approved non-IBM machines
  • System defect voice support.


Enquire about IBM Hardware / Software Maintenance

So that we can engage with you effectively, please click the Enquire button to provide us with some basic information about your current platform and the strategy goal where our expertise can help you.



IBM Support Portal Overview

  • Reference
Why choose IBM as your technical support services provider?Why choose IBM as your technical support services provider?

EMA Statement of Work for ServiceSuiteEMA Statement of Work for ServiceSuite

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