IBM

IBM Hardware

International Business Machines Corporation (commonly referred to as IBM) is an American multinational technology company headquartered in Armonk, New York, United States, with operations in over 170 countries. The company originated in 1911 as the Computing-Tabulating-Recording Company (CTR) and was renamed "International Business Machines" in 1924. IBM manufactures and markets computer hardware, middleware and software, and offers hosting and consulting services in areas ranging from mainframe computers to nanotechnology.

Our Solution

We provide a full break fix solution with all parts and labor included and guaranteed response times. We place great importance in advance preparation so that we have skilled staff in the right place with the right part at the right time. All departments from our call center to our logistical teams are geared for high availability service delivery to meet the most demanding SLAs on a global basis.

We offer break-fix hardware maintenance with all parts and labor included to a variety of response times on the following families of IBM products:

Server Families
• System p & p Series Servers – RS6000, Power 4, Power 5, Power 6, Power 7
• System I, I Series, AS/400 Servers
• Lenovo / x Series – Blade Center, Netfinity, System x, xSeries (available)

Disk Storage Systems
• XIV (2810, 2812) Arrays
• N-Series Arrays
• DS Family Arrays
• Shark 2105 Arrays

Tape Storage Systems
• Auto Loaders
• Tape Libraries
• Expansion Frames
• Controllers

Tape Storage Systems
• Tape drives of all generation

Our Credentials

We employ deeply skilled and highly qualified technical staff for all product lines listed and have subject matter experts that assist in complex or unusual issues. With a true “follow the sun” support function we assure that all support tickets are dealt with quickly and efficiently regardless of the time of day or day of week.

Service Description

We provide all parts and labor necessary to restore equipment functionality. Our skilled staff will quickly repair all hardware failures to keep your backup operations running smoothly. Disk retention is included in our contracted maintenance.

We offer a variety of SLAs to provide our clients with a choice based on a consideration of criticality of the equipment, and the cost of service. Our 7x24x365 call center will efficiently dispatch your call for service to responding technical staff.

Service Level Agreements (SLAs)

Introducing:

Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

IBM Hardware

Software Service & Assurance

  • Phone Support – assist with operating system software related issues and troubleshooting
  • Log Analysis – provide in-depth troubleshooting and problem determination
  • Proactive Log Analysis – provide recommendations for system optimization
  • Firmware/Patching & Upgrade – where firmware is entitled to the end user and/or not restricted SSCS will assist in firmware acquisition and OS updates.
  • Remote Alert – for devices that have this function we will redirect the outbound messaging to our alert collection center and monitor the device for errors and alerts.

Firmware Entitlement

X Series firmware is readily available and can be provided without issues. For P, N and I Series Firmware, SSCS propose to complete an initial sparing which will be loaded with the current firmware as per the configurations and also additional spares for these systems with the latest firmware available from IBM, these will be initially purchased as part of the contract. SSCS will then proactively monitor the firmware updates for the appropriate models and replace the existing spares (cycling) with the new firmware release, the current spare will be put back into the SSCS hub location as general stock and this process will be cycled as firmware updates happen. This will ensure that there are spares in local stores with the latest firmware updates on them –SSCS can then recycle the parts as needed in general stock.

Request A Proposal

If you are interested in a receiving a proposal from us we will need some details about your equipment. You can use the IBM Model Number and Feature Code usually located on the back or bottom of your device to identify most IBM products. Please copy and paste these numbers into the configuration box or attach the file below. If there are any questions please make contact, we are happy to help.

Our Locations

Our global locations mean we're never far away. If you have any questions or would like to talk to one of our local represenatives visit us here for a complete listing.