IBM Software Support

January 1, 1900

The pyramid displayed on this slide shows the three major levels of software support offered by IBM. The lower level is free and content is available to anyone who can access the IBM Support Portal website. The middle level is Enhanced Support and is available through offerings such as Passport Advantage®. It provides remote voice and electronic support. There are also offerings for s/390, such as Support Line for Z, that provide these features. The top level, Accelerated Value Program, offers specialized, customized service to clients who have additional requirements, adding personalized, direct contact with Technical Support Professionals. If you are on the Accelerated Value Program, you choose how much and where you need the best help. IBM bridges IBM Services and IBM Support to make one seamless IBM. These three levels of support are discussed in more detail in these slides. There are basic, self-help features available at the IBM Support Portal website. These are available to everyone. These include the IBM Support Assistant, and My Notifications. These support offerings are described in more detail in the next few slides. zSeries clients have free defect support by way of voice only. Additional support for assistance with usage, performance tuning and such, are available for purchase. There is no free voice or electronic support of any kind available for International Program License Agreement software, referred to as IPLA. When you initially purchase your product, generally the purchase price includes a charge for Subscription and Support, but that Subscription and Support must be renewed annually.

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Indra

Indra, overseen by Chairman & CEO Fernando Abril-Martorell, is Spain's leading consulting and technology multinational and one of the most prominent in Europe and Latin America. The company provides business solutions, IT services and comprehensive systems to clients all over the world. Indra has a standout business model based on proprietary solutions (representing close to 65% of 2014 revenue), that serves leading clients in numerous countries. In 2014 it posted revenue of 2,938 million euros (close to 60% of revenue is international) and had 39,000 employees, a local presence in 46 countries and projects in 149 countries. The company groups its solutions and services into the vertical markets of Energy and Industry, Financial Services, Telecom & Media, Public Sector & Healthcare, Transport & Traffic and Security & Defense.

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