Support Tiers & Offerings

1. Advanced Support (Software-focused)

• Requires active Subscription & Support (S&S), SaaS, or Sustained Support.

• Offers priority case handling, shorter SLAs (e.g., urgent cases ≤ 30 min for Severity 1), and dedicated senior-level support. ibm.com+6ibm.com+6voltainc.com+6ibm.com+5supportcontent.ibm.com+5ibm.com+5

• Includes oversight of support case lifecycle, reporting, and escalation. supportcontent.ibm.com

2. Enterprise Support & Preferred Care (zSystems, LinuxONE, Appliances)

• Enterprise Support includes subscription-based software support (fixes, upgrades) and hardware maintenance: 2-hour response for Severity 1 software issues; 24×7 hardware repair with next-business-day parts—or faster with upgrades. ibm.com+1ibm.com+1

• Preferred Care adds proactive support, technical account managers, scheduled code loads, and prioritized case handling. coursehero.com+10ibm.com+10ibm.com+10

3. Expert Care (Infrastructure – IBM Power, Storage, LinuxONE)

• Basic: Next-business-day (9×5) on-site hardware repair, software maintenance, and predictive analytics.

• Advanced: 24×7 same-day on-site hardware support, dedicated maintenance.

• Premium: 24×7 same-day support plus 30-minute response for Severity 1 & 2, technical account manager, biannual remote code loads. supportcontent.ibm.com+8ibm.com+8ibm.com+8

⏳ Duration & Extensions

• Contracts available in 1‑ to 5‑year terms; some hardware like Power systems support up to 8 years via extensions.

• Hardware Service Extensions allow warranty renewal or continued hardware maintenance post-original coverage. voltainc.com+12ibm.com+12coursehero.com+12

📊 Support Response Times

🧩 Additional Features

• Media retention: Keep old drives after replacement—a regulatory benefit. ibm.com

• Microcode & firmware updates: Included in storage & Power systems support bundles. coursehero.com+3ibm.com+3ibm.com+3

• Technical Account Managers (TAMs): Provided in higher tiers for strategic guidance and ongoing service reviews. ibm.com+2ibm.com+2ibm.com+2

• Proactive analytics: Predictive monitoring to reduce downtime.

✅ Who Should Choose Which Plan?

• Advanced Support is ideal for software-centric clients needing high-priority, rapid-response resolution.

• Enterprise Support + Preferred Care fits critical IBM Z or appliance users requiring 24×7 support, fast hardware SLAs, and proactive maintenance.

• Expert Care Basic/Advanced/Premium are tailored for Power, Storage, LinuxONE:

  • Choose Basic for standard next-business-day coverage.

  • Go Advanced for 24×7 same-day response.

  • Opt for Premium if you need ultra-fast SLAs, a TAM, firmware/service automation, and compliance tools.

🛠️ Example Scenario

A global bank using IBM Z with Preferred Care gets 24×7 on-site response, 2‑hour severity SLAs, a dedicated support manager, regular code upgrades, and media retention to meet compliance.

📝 Final Thoughts

• IBM Care Packs encompass a range of options: Advanced Support for software, Enterprise/Preferred Care for zSystems and appliances, and Expert Care for IT infrastructure.

• You can tailor duration (1–5+ years), SLA speed, hardware support, and proactive services.

• These plans are priced per system and require engagement through IBM account reps or Passport Advantage agreements.