IBM Support & Hardware Maintenance Services
As the largest independent IBM hardware maintenance and support service provider in the world, our IBM Power SMS offering makes no compromises when it comes to the expertise and mission critical responsiveness provided to customers. With a cost-efficient IBM support model designed for post-warranty and expired maintenance, we are able to provide substantial savings of 50+ percent on IBM product families including zSeries, pSeries, iSeries, xSeries, and most disk, tape and connectivity peripherals. By extending the useful life of IBM hardware well beyond the End-of-Life declaration, we help businesses reduce the total cost of ownership and generate a greater return from their IT investments. Well known by Gartner and IDC, and having a long list of IBM hardware support references, we offer more than a simple break/fix service. Listening closely to our clients' needs in order to provide a proactive and consultative service, we provide expert guidance over the course of an IT asset's lifecycle, helping to create new efficiencies in IT operations and simplifying the responsibilities of IT managers.
IBM Hardware Maintenance and Support highlights:
- Average savings of 50% compared to IBM
- Global service availability
- 90+ SMS-owned and operated service centers worldwide
- Vast global network of trusted affiliates
- 600+ highly trained, full-time Field Engineers located worldwide
- Level 3 & 4 global technical support via 60+ member Central Engineering Group
- Comprehensive service assurance process
- Tailored, asset-level SLAs
- Numerous methods for initiating a service request
- Callback from Field Engineer within 30 minutes of service initiation
- 2-hour average response time
- 4-hour average MTTR
- Field engineers arrive on-site with tested parts in-hand
- Documented escalation procedures
- Microcode/firmware support guidance
- Carefully designed parts sparing system for each IBM platform
- Strategic stocking locations for parts and complete systems
- Secure Data Erasure options available
Service benefits:
- Expert Field Engineering Team supported globally by 60+ specialists in the SMS Central Engineering Group
- Proactive support maximizes IBM systems uptime
- Enhanced service contract, service incident and IT asset management via SMS' proprietary, cloud–based SaaS application, singlePoint®
- Expert guidance throughout IT asset lifecycles
Service value:
- Competitively priced IBM support
- Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM's End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
- Tailored SLAs that allow optimization of response and repair requirements for each IT asset