Beyond the solution, an insured future at company's hand
IT projects do not ever stop with a new application production, there's always a sequel: day by day system management. Its improvement thanks to updates, management of failures that could happen during time.
The distinctive feature of business is its need to grow without breaks. To achieve this you need high level solutions, innovative in technology, but also enriched with an effective service for support and management along time. IBM and Avnet are committed since ever to support their customers day by day, listening and studying business processes but, above all, answering in an effective way to their questions.
Thinking about these aspects, these two leading companies in IT market have decided to complete their offer with a precious warranty and support extension.
>>Hardware and Services
>>IBM - ServicePac and ServiceSuite
Increasing complexity of IT infrastructure and always growing business needs, ask for a newly created technical assistance.
Services integration and high availability of IT systems are a must for companies. IBM offers a wide gamut of services you can expand by raising hardware base warranty levels, extending warranty coverage, remote phone assistance for software and maintenance, the whole thing integrated with a highly qualified technical support. In addition to this technical support services, there are also other services suited for specific requests by customers. Hardware maintenance that IBM offers through ServicePac and ServiceSuite includes components and labour, support for technical changes and use of remote support functionalities, if available, for IBM products under contract coverage.
Hardware maintenance with ServicePac is featured by a pre-defined and regular warranty update for IBM products, as well as assistance offers after warranty.
This services portfolio is available for System x, System I and middle-low level System p servers and for some storage, printing and retail products. ServicePac does not include those options provided for IBM Committed Services.
ServiceSuite offers a warranty update for IBM products, with basic and advanced maintenance service both for IBM products and those not supported by IBM. Service offered by ServiceSuite is supplied on-site by IBM dedicated technicians and has variable coverage options. Hardware maintenance can be supplied within an integrated offer of Enhanced Technical Support (ETS) subscribed with ServiceSuite.
ETS technical support is a solution dedicated to IT infrastructures with different products and suppliers, specially studied to satisfy the growing request of a greater systems availability and of an economically favourable service.
ETS services are essentially developed on the three main business values: integrated support service for complex and mixed infrastructures; quick responses to threats and critical situations (response within 30 minutes for critical problems on various hardware and software products entitled to); proactive approach, a fundamental aspect to assure a high availability of all crucial IT services. Besides those already listed, there are other services qualified for ServiceSuite that support maintenance, like SupportLine and those specific for System I and System p. We are talking about operating system performance tuning, a procedure that helps in managing load picks and in finding bottlenecks thanks to micro-code corrections and critical software Automatic Notification. ServicePac and ServiceSuite are available for 1,2,3,4,5 years to enhance or extend base warranty and continue the coverage by a post-warranty service.
IBM offers these standard time coverage:
- 5x9 Coverage: 5 days a week, 9 hours a day (from Monday to Friday, holidays and national festivities excluded);
- 5x11 Coverage: 5 days a week, 11 hours a day (from Monday to Friday, holidays and national festivities excluded);
- 6x18 Coverage: 6 days a week, 18 hours a day (from Monday to Saturday, holidays and national festivities excluded);
- 7x24 Coverage: 7 days a week, 24 hours a day (365 days a year)
