IBM Enterprise Support and Preferred Care options for Cloud services

IBM Enterprise Support options for IBM Cloud services

IBM Cloud services include Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS) models.

Whether you are deploying virtual servers using infrastructure services, starting your data integration project using platform services, or preparing to build cognitive apps using IBM Watson services, your IBM Cloud services are backed by an integrated support process.

We provide multiple support options for you across all IBM Cloud services models. Find our comprehensive coverage below for IBM Cloud services subscriptions, or pay-as-you-go accounts.

Click to learn more about IBM Cloud support.

IBM Cloud Support

IBM Cloud Support options Client need Features Case Severity Response Goal † * Fee
  • Basic Support
  • Basic business protection, non-critical care
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • N/A
  • Included with IBM Cloud services subscriptions or pay-as-you-go accounts
 
  • Advanced Support
  • Strong business protection, for production workloads
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support response
  • Case severity assignment
  • Severity 1: 1 hour
  • Severity 2: 2 business hours
  • Severity 3: 4 business hours
  • Severity 4: 8 business hours
  
  • Starting at $200 per month
  • Premium Support
  • Client engagement that is aligned with your business outcomes to accelerate time-to-value
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support response
  • Case severity assignment
  • Technical Account Manager assigned
  • Quarterly business reviews
  • Priority access to Technical Experts
  • Severity 1: 15 minutes
  • Severity 2: 1  Hour
  • Severity 3: 2  Hours
  • Severity 4: 4 Hours
  • Starting at $10,000 per month

† Review the Severity Descriptions guidelines for business impact associated to each severity level. Response Goals are intended to describe IBM's goals only, and do not represent a guarantee of performance.

Client Success

Some IBM Cloud services implementations may also introduce a Client Success Manager (CSM) to help you adopt, nurture, and grow your investment. They will work closely with your support professionals (and account managers with select Preferred Care offerings) to help clear hurdles for the success of your Cloud services.

Additional references:

  • If you are a client in the United States looking for tighter security with your support interactions, review our US Secure Support page.
  • If you require a support solution across multiple vendors, review our Multi-vendor Support page.
  • If you are a developer looking for help to code your applications, see IBM Support for Developers for available options.

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