IBM ServicePac for Remote Support System x/bladecenter & Storage

Transcription

1 IBM Global Services IBM ServicePac for Remote Support System /BladeCenter & Storage Supported Products List September 25, 2014 MTJ03176-USEN-06

2 Effective August 1, 2014 you ll need to obtain the Part# Compatibility Matri and ServicePac Pricing from SPST (ServicePac Product Selector Tool) Overview SPST (ServicePac Product Selector Tool) can be found at: SPST is the definitive source for ServicePac pricing and the Part# Compatibility Matri. It is a web based tool with easy and convenient access to the current ServicePac offering portfolio across all geographies. The SPST Users Guide can be accessed at: Additional information based on your Business Partner level can be found on the.csv file in PartnerWorld. File File Base Warranty information can be located by accessing one of the two urls below: Going forward this PDF file will still contain offering details and will be updated when the offering details are changed. Additional ServicePac resources for authorized BPs can be found by using your handy ServicePac Quick Reference Guide located at:

3 IBM ServicePac for Remote Support Series Features and benefits Comprehensive remote technical support for servers, storage, operating systems and applications Toll-free access to live technical eperts Unlimited calls and unlimited callers call as often as needed Fast, precise answers and problem resolution Hardware, software and support from a single source For more information, visit Limitations of Service 1-year, 3-year and/or 5-year only agreements. Will not automatically renew annually Service cannot be prorated, refunded or transferred. ServicePac MUST BE ACTIVATED after purchase in order to use the service. Service activation is required immediately following purchase (within 30 days). Machine type, model and serial number will be necessary for activation and registration. Prices are subject to change without notice. Services are available for machines normally used for business, professional, or trade purposes, rather than personal, family or household purposes. Not all machine types and models are covered. Remote technical support services can only be ordered for machines that were released and purchased in the United States. Remote technical support services are available only for the machines and software listed in the supported products list. Access to this Service will end either one year or three years (depending on purchase) from the date the service was activated. IBM will provide you or your authorized end user with a toll-free number to access the IBM Services Specialist 3

4 Service Scope IBM ServicePac for Remote Technical Support Services This service will assist with: installation, usage, and configuration questions; questions regarding IBM Supported Product publications; diagnostic information review to assist in isolation of a problem cause; code-related problem questions; and for known defects, available corrective service information and program fies which you are entitled to receive. 1-year 3-year and/or 5-year agreements Unlimited calls and callers Support coverage hours (unless otherwise specified): Critical problems (severity 1) hours a day, seven days a week, including national holidays. Non-critical problems (severity 2,3,4) a.m. to 5 p.m. in the local time zone where you receive the Service, Monday through Friday (ecluding national holidays). Response time: If not answered live, we will use commercially reasonable efforts to respond to your call within two hours. *Machine type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: Prices provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. Updates are highlighted and underlined in blue. Deletions are highlighted in red. Data contained in this document is accurate as of September 25,

5 Calling in for Remote Technical Support Once purchase and activation is processed, please use the following steps to use this service Before contacting IBM: Gather the Machine Type and Serial Number of the device/system that you are calling on Define the problem/question and gather supporting information (problem history, symptoms, versions, etc) Determine the business impact (severity) of the problem: Severity 1: You are completely unable to use your business-critical hardware or operating system. This applies to a production system environment which supports either your internal business functions directly, or supports your endcustomers directly. This does not apply to a development, testing or staging environment. Severity 2: You are able to use your business-critical hardware or operating system, but the business-critical functions are severely limited. Severity 3: You are able to use your business-critical hardware and software for your business-critical functions, but other functions are unavailable or limited. Severity 4: The problem has very little impact on business-critical operations, or a workaround for the problem has been found. Contacting IBM Call IBM-SERV and select Software Provide the Machine Type and the Serial Number of the system for which you are requesting support Once your Entitlement Profile is located, the Entitlement Agent will ask a series of questions to determine how to route your call. At this point, your call will be routed to the Support Center that is best suited to resolve your issue/question. A Problem Management Record (PMR) will be created, so that IBM can track all activity related to the resolution of your issue. Please retain your PMR number for future interaction with Remote Technical Support Services. 5

6 Packaging Conveniently packaged into product groups: ServicePac for System -- Includes hardware usage and configuration support, Windows, Linu and IBM Director ServicePac for System with VMware -- Includes "for System " products, VMware, and VMware Acceleration Kits products ServicePac for Applications -- Support for select Microsoft Applications ServicePac for Account Advocate enhancement to base level software support for Linu and Microsoft operating systems ServicePac for System Startup Support Includes hardware usage and configuration support, Windows, Linu ServicePac for Storage Devices -- Support for storage disk systems Machine type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. Updates are highlighted and underlined in blue. Deletions are highlighted in red. Data contained in this document is accurate as of September 25,

7 ServicePac for System Note: RTS ServicePac for System should not be attached to Modular Xpansion Enclosures (MXEs), such as System 3950 E (MT 8874). These systems will be covered under the RTS ServicePac that is attached to the primary system. Note: For BladeCenter solutions, Remote Technical Support ServicePacs must be purchased for each Blade in the chassis. Support for IBM BladeCenter Options, such as Switch Modules, is also included in the "per-blade" coverage. Note: RTS ServicePac support for a System server running IBM Systems Director server includes support for IBM Systems Director agent software running on managed endpoints. System (Series) and IBM Director -System (Series), IntelliStation and BladeCenter -Drivers, BIOS, Firmware -Internal Devices -Real-Time Diagnostics -UpdateXpress -ServeRAID Manager -Dynamic System Analysis -BladeCenter Open Fabric Manager -SMS Update Tool -Storage Configuration Manager -ServerGuide -Deployment Scripting Toolkit -StartNow Advisor -Bootable Media Creator -Advanced Settings Utility -ToolsCenter InfoCenter -Integrated Management Module (IMM) -IBM Director (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Director Agent (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Director Server Plus Pack (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Remote Deployment Manager (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Director Software Distribution (v5., v6.0., v6.1., v6.2., v6.3.) Windows -Microsoft Windows 2000 Advanced Server -Microsoft Windows 2000 Server -Microsoft Windows 2000 Professional -Microsoft Windows 2003 R2 Server (Standard, Enterprise, Web, Datacenter Edition) -Microsoft Windows 2008 R2 Server (Foundation, Standard, Enterprise, Edition) -Microsoft Windows 2008 R2 Server (Web, Datacenter Edition) -Microsoft Windows 2012 Server (Foundation, Standard, Enterprise) -Microsoft Windows 2012 Server (Datacenter Edition) -Microsoft Windows XP 64-Bit Edition -Microsoft Windows XP Professional Edition -Microsoft Windows Vista Business -Microsoft Windows Vista Enterprise -Microsoft Windows Ultimate -Microsoft Windows Vista 64-Bit -Microsoft Windows 7 -Microsoft Windows 8 -Microsoft Windows 8 Pro -Microsoft Forefront Client Security -Microsoft Forefront Identity Manager Microsoft Forefront Protection 2010 for Echange Server Continued on Net Page 7

8 ServicePac for System, con t Note: RTS ServicePac for System should not be attached to Modular Xpansion Enclosures (MXEs), such as System 3950 E (MT 8874). These systems will be covered under the RTS ServicePac that is attached to the primary system. Note: For BladeCenter solutions, Remote Technical Support ServicePacs must be purchased for each Blade in the chassis. Support for IBM BladeCenter Options, such as Switch Modules, is also included in the "per-blade" coverage. Note: RTS ServicePac support for a System server running IBM Systems Director server includes support for IBM Systems Director agent software running on managed endpoints. Window -Microsoft Forefront Protection 2010 for SharePoint -Microsoft Forefront Security for Echange Server -Microsoft Forefront Security for Office Communication Server -Microsoft Forefront Security for SharePoint -Microsoft Forefront Security Management Console -Microsoft Forefront Unified Access Gateway Microsoft Forefront Threat Management Gateway 2010 Linu -Red Hat Enterprise Linu (v4.0) -Red Hat Enterprise Linu (v5.) -Red Hat Enterprise Linu Advanced Platform (v5.) -Red Hat Enterprise Linu (v6.) -Red Hat Enterprise Virtualization -Novell SUSE Linu Enterprise Server v9, v10, v11 8

9 Note: This offering was withdrawn from marketing on March 15th, When renewing, purchase the ServicePac for System offering. ServicePac for System with Datacenter System (Series) and IBM Director -System (Series), IntelliStation and BladeCenter -Drivers, BIOS, Firmware -Internal Devices -Real-Time Diagnostics -UpdateXpress -ServeRAID Manager -Dynamic System Analysis -BladeCenter Open Fabric Manager -SMS Update Tool -Storage Configuration Manager -ServerGuide -Deployment Scripting Toolkit -StartNow Advisor -Bootable Media Creator -Advanced Settings Utility -ToolsCenter InfoCenter -Integrated Management Module (IMM) -IBM Director (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Director Agent (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Director Server Plus Pack (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Remote Deployment Manager (v5., v6.0., v6.1., v6.2., v6.3.) -IBM Director Software Distribution (v5., v6.0., v6.1., v6.2., v6.3.) Windows -Microsoft Windows 2003 Server Datacenter Edition -Microsoft Windows 2008 Server Datacenter Edition 9

10 vsphere Editions vsphere product support is available in 2 options: 1) Support for vsphere products only or 2) Support for vsphere products plus the products included in the ServicePac for System group (Windows, Linu, IBM Director, etc.) for System with VMware Infrastructure--ESX Server 3i/4i -VMware Infrastructure--ESXi Server 3/4 -VMware ESX Server -VMware Virtual Machine File System (VMFS) -VMware Virtual SMP for System with vsphere Essentials/ Essentials Plus / Standard v4./v5. -VMware ESX Server -VMware Virtual Machine File System (VMFS) -VMware Virtual SMP -VMware vcenter Update Manager -VMware Consolidated Backup -VMware vcenter Agent -VMware View 3/4 -VMware High Availability (HA) -VMware vstorage Thin Provisioning -VMware Data Recovery For System with vsphere Advanced -VMware ESX Server -VMware vcenter Agent -VMware Virtual Machine File System (VMFS) -VMware Virtual SMP -VMware vcenter Update Manager -VMware High Availability (HA) -VMware Consolidated Backup -VMware View 3/4 -VMware VMotion -VMware vstorage Thin Provisioning -VMware Hot Add -VMware Data Recovery -VMware vshield Zones ServicePac customers can receive support for servers running older versions of VMware based on the following table: ServicePac vsphere 4 Essentials vsphere 4 Advanced vsphere 4 Enterprise Entitled VI3 Support VI3 Foundation VI3 Standard VI3 Enterprise 10

11 vsphere Editions (cont d) vsphere product support is available in 2 options: 1) Support for vsphere products only or 2) Support for vsphere products plus the products included in the ServicePac for System group (Windows, Linu, IBM Director, etc.) for System with vsphere Enterprise / Enterprise Plus -VMware vcloud Suite Standard v5.1 -VMware vcloud Suite Advanced v5.1 -VMware vcloud Suite Enterprise v5.1 -VMware vfabric App DIrector v1.0 -VMware vcloud Networking & Security v5.1 -VMware vcenter Operations Management Suite v5.0 -VMware vcenter Configuration Manager v5.5 -VMware vcenter Chargeback Manager v2.5 -VMware vcloud Director v5.1 -VMware ESX Server -VMware vcenter Agent -VMware Virtual Machine File System (VMFS) -VMware Virtual SMP -VMware VMotion -Storage VMotion -VMware vcenter Update Manager -VMware High Availability (HA) -VMware Horizon Suite 11

12 vsphere Editions (cont d) vsphere product support is available in 2 options: 1) Support for vsphere products only or 2) Support for vsphere products plus the products included in the ServicePac for System group (Windows, Linu, IBM Director, etc.) for System with vcenter Server -VMware Distributed Resource Scheduler (DRS) -VMware Consolidated Backup -VMware View 3/4 -VMware vnetwork Distributed Switch -VMware Host Profiles -VMware Fault Tolerance -VMware vstorage Thin Provisioning -VMware Hot Add -VMware Data Recovery -VMware vshield Zones -VMware Distributed Power Management (DPM) -VMware vcenter Management Server(v2., v3., v4.) plus the products included in the ServicePac for System group (Windows, Linu, IBM Director, etc.) -VMware Management & Automation products: vcenter Lifecycle Manager, vcenter Lab Manager, vcenter Stage Manager, vcenter Site Recovery Manager, and vcenter Server Heartbeat -VMware vcenter Operations Management Suite 12

13 VMware Acceleration Kits VMware Acceleration Kit support is available in 2 options: 1) Support for VMware Acceleration Kit products only or 2) Support for VMware Acceleration Kit products plus the products listed in the "ServicePac for System " group (Windows, Linu, IBM Director, etc.) -VMware Acceleration Kit: vsphere Advanced, Enterprise, and Enterprise Plus vcenter Server Standard Thin Provisioning Update Manager vstorage APIs for Data Protection Data Recovery High Availability vmotion Virtual Serial Port Concentrator Hot Add vshield Zones Fault Tolerance vstorage APIs for Array Integration vstorage APIs for Multipathing Storage vmotion Distributed Resources Scheduler (DRS) Distributed Power Management (DPM) Storage I/O Control Network I/O Control Distributed Switch Host Profiles 13

14 Note: This offering was withdrawn from marketing on March 15th, Support for these products are now included in other VMware offerings. A-la-carte options for System with VMware HA -VMware High Availability (HA) for System with VMware VMotion -VMware VMotion for System with VMware Server -ServicePac for Series System products (Windows, Linu, IBM Director) plus -VMware Server for System with VMware DRS -VMware Distributed Resource Scheduler (DRS) for System with VMware Cons. Backup -VMware Consolidated Backup 14

15 ServicePac for Applications Note: Application support does not include the Operating System. For complete coverage, please add ServicePac for System or ServicePac for System with VMware. Microsoft Applications -Microsoft Access Microsoft Access Microsoft Access Microsoft Antigen -Microsoft Biztalk Server Microsoft Biztalk Server Microsoft Biztalk Server Microsoft Commerce Server Microsoft Commerce Server Microsoft Ecel Microsoft Ecel Microsoft Ecel Microsoft Echange 2003 Server -Microsoft Echange Server Microsoft Echange Server Microsoft FrontPage Microsoft Identity Integration Server Microsoft Internet Eplorer -Microsoft Internet Eplorer 8 -Microsoft ISA Server Microsoft Live Communications Server -Microsoft Office Microsoft Office Microsoft Office Microsoft Operations Manager Microsoft Operations Mgr Microsoft Outlook Microsoft Outlook Microsoft PowerPoint Microsoft PowerPoint Microsoft PowerPoint Microsoft Project Microsoft Project 2003 Server -Microsoft Project Microsoft Project Professional Microsoft Project Server Microsoft Project Server Microsoft Services for UNIX 3.5 -Microsoft SharePoint Designer Microsoft SharePoint Portal Server Microsoft SharePoint Server Microsoft SharePoint Server Microsoft SQL Server -Microsoft SQL Server Microsoft SQL Server Microsoft System Center Configuration Manager Microsoft Systems Center Data Protection Manager (DPM) Microsoft Systems Center Operations Manager Microsoft Systems Center Service Manager Microsoft Systems Management Server (SMS) Microsoft Virtual Server 2005 Enterprise -Microsoft Virtual Server 2005 Standard -Microsoft Visio Microsoft Visio Microsoft Visio Microsoft Word Microsoft Word Microsoft Word Microsoft Lync 2010 Note: Support for SQL Server, Echange Server, and Small Business Server has been incorporated into the 'ServicePac for Applications' offering. The stand-alone offerings for those products were withdrawn from marketing on March 15th,

16 ServicePac for Account Advocate Note: Account Advocate ServicePac does not include base Microsoft Application coverage. For this additional base coverage, please add ServicePac for Applications. Base product coverage is included with the ServicePac for Account Advocate for applicable products. The product list included with Account Advocate ServicePac can be found in the tables associated with these ServicePac groups: ServicePac for System ServicePac with vcenter Server ServicePac with vsphere Enterprise / Enterprise Plus Account Advocate is comprised of three service modules: Priority Access Priority Response Priority Handling These service modules include an assigned Account Advocate and premium voice and electronic access to IBM's Priority Support Team. Through the use of an assigned Direct Access Code (DAC), the service provides a single point of entry into IBM's support structure for more efficient problem reporting, shorter response times, and enhanced problem management and resolution. Note: For PureFle and Fle systems the ServicePac for Account Advocate coverage is based on the chassis upon which the ServicePac is registered. These chassis have two available options. 1) Chassis coverage for compute nodes and switch modules only 2) Chassis coverage for compute ITE, switch modules, storage ITE and Fle System Manager. Note: Software Maintenance is required for Fle System Manager and Storage ITEs to complete the base support pre-requisites for Account Advocate coverage. 16

17 ServicePac for System Startup Support Note: RTS ServicePac for System Startup Support should not be attached to Modular Xpansion Enclosures (MXEs), such as System 3950 E (MT 8874). These systems will be covered under the RTS ServicePac that is attached to the primary system. Note: This service is designed to provide startup support services for 90 days. Support coverage hours are a.m. to 5 p.m. in the local time zone where you receive the Service, Monday through Friday (ecluding national holidays) for all severities. Note: The service will provide assistance with the launch of the Microsoft(R) Windows(R) or Linu(R) operating system, assistance with installation of System options, and assistance with analyzing failures to help ensure that hardware is operating fault-free or with returning the machine to factory default settings. Linu - Red Hat Enterprise Linu (v4.0) - Red Hat Enterprise Linu (v5.) - Red Hat Enterprise Linu Advanced Platform (v5.) - Red Hat Enterprise Linu (v6.) - SUSE Linu Enterprise Server (v9.0.0, v10, v11) Windows -Microsoft Windows 2003 R2 Server (Standard, Enterprise, Web Editions) -Microsoft Windows 2008 R2 Server (Foundation, Standard, Enterprise, Web Editions) -Microsoft Windows 2012 Server (Foundation, Standard, and Enterprise Editions) System - System - Drivers, BIOS, Firmware -Internal Devices ServicePac for Storage Devices Note: Support for Storage Epansion Units (EXP's) attached to a Storage Server is included in this service. -DS300, DS400, DS4100, FAStT 100, FAStT 200, DS4300, FAStT 600, DS4400, DS4500, DS4800, FAStT 700 FAStT 900 -Storage Manager -ServeRAID Manager 17