New IBM Extended Support Offering

Support Guide IBM Extended Support

IBM Extended Support

Add up to 4 additional years to your support coverage when your distributed software acquired through IBM Passport Advantage reaches End-of-Support.

IBM Extended Support provides additional years of support once products have reached the end of Base Support for a specific version or release.

Overview
  • Up to 4 years of support for specific product version or release that has reached its end of support date
    • Year 1 of Extended Support (Initial Extended Support) includes: Support for usage, existing and new critical bug fixes unless stated otherwise in the Product Lifecycle for the Program or otherwise announced by IBM
    • Years 2-4 of Extended Support (On-Going Extended Support) includes: Support for usage and existing fixes only, no new security fixes
 Value
  • Allows additional time for a customer to migrate to a newer support version of the same product*
  • Standardize across IBM software product life cycle for a consistent experience
  • Enhance customer value by providing both existing and new fixes for mission critical workloads for the extended support period
 What's Provided
  • Support for routine Usage and How-to questions
  • Basic Troubleshooting
  • Access to documentation, technical notes and other online product material
  • Standard SLO’s apply (example 24x7 severity 1)
  • Unlimited number of technical support incidents
  • Existing code patches and fixes
  • Critical defect fixes in the first year unless stated otherwise in the Product Lifecycle for the Program or otherwise announced by IBM
Prerequisites
  • Active IBM Subscription & Support (S&S)
  • Sustained Support
 Pricing & Ordering

For Extended and Sustained Support assistance, please contact your Subscription and Annuity Representative.  You can also use the email addresses provided below for assistance:

Resources IBM Software Support Lifecycle IBM offers expanded support options for select software programs - Announcement Letter Passport Advantage IBM Software Subscription and Support Advanced Support Terms Extended and Sustained Support Terms
Extended Support – Comparison with Base & Sustained Support
S&S Extended Sustained
Lifecycle Phase Base Support End of Support for a Version/Release End of Support/End of Marketing of Last Version. The product is no longer commercially available, and all versions are no longer support under Base Support
Prerequisites Product License Active S&S or Sustained Support Product License
Length of time 2/3/5 years based on Lifecycle 4 years 5 years
User need Provides Customer full support during the base support period Provides Customer additional time to migrate to a newer version of same product Provides clients an option for support instead of choosing to go unsupported and go to a competitor.>
Enhancements Yes No No
Unlimited Technical Support Case Access Yes Yes Yes
New Defect Support Yes Critical Defect Support 1st year only No
Usage & How to Support Yes Yes Yes
New Security Fixes Yes Includes Defect Support for First Year No
Access to Existing Fixes in FixCentral Yes Yes Yes
Self-Help and Product Documentation Yes Yes Yes

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