Question & Answer
Question
What are IBM i Customized Services?
Answer
IBM i Customized Services is a VAO (Value Added Offering) and is available to provide assistance that is beyond the scope of SWMA that can be completed remotely by one of the IBM i Global Support Center representatives. ( SWMA is for short duration questions and defects) IBM i Customized Services are currently only available to external clients in the United States and United Kingdom. (outside of these countries may be available with special processing)
The intent of IBM i Customized Services is to fill the gap between SWMA and a Lab Services Engagement as IBM i Customized Services can be scheduled quickly and performed remotely. IBM i Customized services can also be used if the end user does not have the time or skills to perform the action plan given in course of working a problem record under SWMA. If a defect is found during the performance of the contracted work, the engagement is still billable and a separate problem ticket will be created for defect work if associated with IBM i. If deeper root cause analysis is requested for a HW/SW ticket, IBM i
Customized Services can be used but is dependent on available data and confidential disclosure criteria.
Minimum requirements are an existing SWMA and a referring problem record by someone in the IBM i Global Support Center. The typical service is anything requiring less than 12 hours of total work and is sold in blocks of 4 hours with an engagement minimum of a single block The current cost for a single block (up to 4 hrs) is $1500 USD plus taxes and can only be purchased using a credit card.
The tasks and timing are agreed to by the client and the performing technical support representative. (this
service is typically not available on weekends or holidays)
If you have had a discussion with an IBM i technical support representative, they have referred you to this document, someone has given you a time estimate, and would like to proceed , please follow the steps below to start the payment process.
Once the payment process has been completed, you will receive an order number and a note will be sent to the IBM i Customized Support Administrators who will then contact the performing technical support representative. The assigned person will then call you to set up time to perform the work. The engagement will be considered complete when agreed to work is finished, block has been used up, or 90 days after the order number has been received, whichever comes first. (unless other arrangements have been agreed to and documented)
If the performance of the services is urgent or there are questions, please make sure the referring technical support representative is aware so the process can be expedited or questions answered.
Link for client - https://www-store.shop.ibm.com/shop/us-en/valueadd
The intent of IBM i Customized Services is to fill the gap between SWMA and a Lab Services Engagement as IBM i Customized Services can be scheduled quickly and performed remotely. IBM i Customized services can also be used if the end user does not have the time or skills to perform the action plan given in course of working a problem record under SWMA. If a defect is found during the performance of the contracted work, the engagement is still billable and a separate problem ticket will be created for defect work if associated with IBM i. If deeper root cause analysis is requested for a HW/SW ticket, IBM i
Customized Services can be used but is dependent on available data and confidential disclosure criteria.
Minimum requirements are an existing SWMA and a referring problem record by someone in the IBM i Global Support Center. The typical service is anything requiring less than 12 hours of total work and is sold in blocks of 4 hours with an engagement minimum of a single block The current cost for a single block (up to 4 hrs) is $1500 USD plus taxes and can only be purchased using a credit card.
The tasks and timing are agreed to by the client and the performing technical support representative. (this
service is typically not available on weekends or holidays)
If you have had a discussion with an IBM i technical support representative, they have referred you to this document, someone has given you a time estimate, and would like to proceed , please follow the steps below to start the payment process.
Once the payment process has been completed, you will receive an order number and a note will be sent to the IBM i Customized Support Administrators who will then contact the performing technical support representative. The assigned person will then call you to set up time to perform the work. The engagement will be considered complete when agreed to work is finished, block has been used up, or 90 days after the order number has been received, whichever comes first. (unless other arrangements have been agreed to and documented)
If the performance of the services is urgent or there are questions, please make sure the referring technical support representative is aware so the process can be expedited or questions answered.
Link for client - https://www-store.shop.ibm.com/shop/us-en/valueadd
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Modified date:
12 February 2022
UID
nas8N1021786