IBM Software Support Advanced, Extended, Sustained
IBM Tiered Software Support and Services help protect your software investment throughout the entire product lifecycle. See for yourself.
Review the IBM Product Lifecycle
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Explore Product Lifecycle Support Offerings.
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Looking for a higher level of support or personalized services?
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Explore Advanced Support and Expertise Connect Services.
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Compare Support Offerings
S&S (Base) | Advanced | Extended | Sustained | |
---|---|---|---|---|
Prerequisites | Product License | S&S, SaaS Subscription, Sustained | S&S or Sustained | Product License |
Length of time | 2/3/5 years (based on Lifecycle) | Based on Lifecycle | 4 years (1+3) | 5 years |
New Defect Support | Yes | Yes | Critical Defect Support 1st year only | No |
Enhancements | Yes | No | No | No |
New Security Updates | Yes | Yes | 1st year ONLY | No |
Existing Fixes (FixCentral | Yes | Yes | Yes | Yes |
Documentation: Usage, how-to’s, self-help information | Yes | Yes | Yes | Yes |
Unlimited Technical Support Case Access | Yes | Yes | Yes | Yes |
For Extended and Sustained Support assistance, please contact your Subscription and Annuity Representative. You can also use the email addresses provided below for assistance:
- NA: NASS@us.ibm.com
- Europe: europess@us.ibm.com
- AP: apss@us.ibm.com
- Japan: Japanss@ibm.com
For Advanced Support assistance, please contact your Technology Expert Labs Representative or HyperCare_Team-dg@ibm.com.