We are excited to announce the availability of Committed Response Time (CRT) for IBM Z systems. This enhancement to our Proactive Support offering is designed to provide the fastest response time for critical issues, ensuring a Severity 1 response time commitment of 30 minutes, 24/7. With CRT, organizations can confidently address critical incidents and maintain seamless operations.
The Committed Response Time which is available in EMEA is now expanding to Americas and Asia-Pacific regions as an option that clients can purchase.
What is Proactive Support for IBM Z?
IBM® Z® systems continue to be the backbone of many of the world’s largest high-end IT infrastructures, satisfying the need for ultra-high performance and availability in some of the most demanding and transactional industries, such as financial, insurance, healthcare, government, aviation, and retail. Proactive Support for IBM Z is a comprehensive support model that offers a robust, reliable, and security-rich foundation for running mission-critical workloads.
The high cost of downtime in these environments makes having a dedicated Technical Account Manager (TAM) even more critical. Clients find value in having an IBM engineer who is dedicated to fast response times, as well as proactive and preventative measures to ensure optimal performance, reliability, and up-time.
With the introduction of Committed Response Time (CRT), organizations now benefit from IBM's fastest response time on critical problems, with a Severity 1 response time commitment of 30 minutes, 24/7. This ensures that critical incidents are addressed with the utmost urgency to minimize downtime and maintain system availability.
Should critical situations arise, the TAM will be an invaluable asset, taking ownership of the problem, engaging the appropriate resources, and escalating as needed until resolution.
The prerequisite for Proactive Support for IBM Z is software support through Support Line or SoftwareXcel.
Key Benefits
1. Priority Response:
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IBM’s fastest response time on critical problems. Severity 1 response time commitment is 30 minutes, 24/7.
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Critical severity 1 problem records are coordinated to help ensure fast problem resolution.
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Support model offering global delivery through IBM technical centers, easily connecting clients with IBM experts.
2. Proactive Support:
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Effectively supplement in-house resource skills and availability with IBM expertise.
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IBM Technical Account Managers (TAMs) recommend fixes relevant to the client’s environment, reducing planned downtime.
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IBM TAMs are the designated focal points for questions on the client’s IBM environment.
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IBM TAMs provide proactive fix information.
3. Personalized Engagement:
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Welcome call to introduce and communicate IBM support structure as well as gather information about the client environment.
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IBM TAMs leveraging IBM Proprietary diagnostic tools act as an extension to the client’s IT staff.
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A technical support plan tailored to the client’s business.
How it Works
Proactive Support for IBM Z is led by a dedicated IBM Z TAM who works closely with your IT staff to understand your organization's needs and technical environment. They provide guidance on problem determination, maintenance preparation, and migration support, working to minimize downtime and risk.
With the addition of Committed Response Time (CRT), clients benefit from the assurance of the fastest response times for critical incidents, ensuring Severity 1 issues are addressed within 30 minutes, 24/7, to keep their systems running smoothly.
Get Started Today
Don't miss out on this opportunity to improve your organization's system availability, productivity, and recoverability. Contact us today to learn more about Proactive Support for IBM Z, including the new Committed Response Time (CRT), and how it can benefit your business.
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