Enhanced technical support for IBM software

Consultative Extended Support

Consultative extended support is the provision of consultations on the effective use of IBM software – the works are carried out exclusively by the Customer’s administrator.

The Customer receives the following services in the Consultative Extended Support package:

• Consulting on the optimal use of IBM software in the company infrastructure / the system architectures based on IBM software;
• Consulting on installing and configuring IBM software;
• Consulting on the backup and recovery procedures for IBM databases;
• Consulting on effective use of IBM software options.

The customer receives an opportunity to get phone consultations from a specialist during non-working hours up to five times a month.

The cost of the service package “Consultative Extended Support” depends on the number of databases and their complexity.

The customer receives services via phone and e-mail during working hours in the 5 / 8 mode.

Visits to the Customer and extended consulting support during non-working hours are paid for and agreed upon separately.

Administering and accompanying support for IBM software

Administration of IBM software (services for outsourcing by IBM administrators; carried out exclusively on a remote basis, performing the IBM administrators’ daily tasks).

In the service package “Administering and Accompanying Support” the customer receives the following services:

• Analyzing log files for internal error reports in IBM software and finding solutions to eliminate such errors.
• Execution of restoration works in case of failure.
• Configuration support: diagnostics and troubleshooting.
• Problem diagnostics.
• Consulting on the optimal use of IBM software in the company’s infrastructure.
• Configuring built-in safety tools for IBM software.
• Configuring audit for operations performed by IBM software.
• Preparation of recommendations for installing critical updates.
• Performing tasks on IBM software updates installation.

The customer receives administrative and accompanying support services for IBM software during working hours in the 5 / 8 mode.

Bonus:

– Express inspection of the Customer’s accompanied system within 10 working days from the contract signing date. It is held once a year at the Customer’s site.

– An emergency visit to the Customer’s site at any time, but no more than twice a month.

– Providing administrative and accompanying support services for IBM software during non-working hours no more than four times a month.

The cost of the service package “Administering and accompanying support for IBM software” depends on the software scope and complexity.

Preventive maintenance (except for project works)

Preventive maintenance of the existing servers.

In the service package “Preventive maintenance” the customer receives the following services: Works are carried out at the Customer’s site:

• Analyzing log files for internal error reports and finding solutions to eliminate such errors. If the customer has an extended STP, works to handle this problem in IBM (work on Service Request).
• Execution of tasks on restoring IBM software in case of failure.
• Configuring IBM software, optimizing its work.
• Network settings: configuration of processes and the customer’s working applications for efficient work.
• Consulting on the optimal use of IBM software in the company’s infrastructure.
• Configuring built-in safety tools for IBM software.
• Configuring audit for operations performed by IBM software.
• Preparing recommendations for installing critical updates for the current IBM software release.
• Performing tasks on IBM software updates installation.

The customer receives the agreed number of service hours for the planned tasks. In case of excessive working hours, they are paid for additionally.

The customer receives the agreed number of hours for urgent tasks. In case of excessive working hours, they are paid for additionally.

The customer receives the specified number of hours of emergency visits during non-working hours. In case of excessive working hours, they are paid for additionally.

Project works (one-off)

• Installing IBM software and creating the required configuration;
• Performing IBM software audit and issuing configuration recommendations;
• Updating IBM software with new releases;
• Migration of IBM software to a new hardware platform / operating system.

Provision of services, time and costs for their execution are agreed with the Customer.

Project works (time and material / according to the time spent):

(it is not possible to estimate the necessary resource costs in advance)

• load testing;
• configuration.

RDTEX Company specialist promptly goes to the Customer’s site and solves their emergency situation at any time.

Expert examination of Customer’s systems by certified specialists from RDTEX. The customer receives a written report with recommendations.