111817 Ibm Mtss Brochure Final Hr

IBM Maintenance and Technical Support Services
Industry Identifier
Can you afford not to?
IBM Maintenance and Technical Support Services offer value,
technical excellence and outstanding service.
111817_IBM_MTSS_Brochure_Final.indd 1 12/12/2011 17:40

2 Can you afford not to?
IBM Maintenance and Technical Support Services offer value,
technical excellence and outstanding service.
For organisations dependent on critical IT systems, assessing and engaging with the best
technical support provider is a delicate balance between the needs of the business, the budget
available and the service levels on offer. Market conditions and budget restraints are driving
many organisations towards lowest-cost technical support providers, offering cheap
commoditised services. Budgets are continuously squeezed, and service levels are lean and
mean. On the other hand, there is a demand for extended operational hours, always-on
Web presence and greater recovery guarantees. Will your technical support provider have the
skills, personnel and financial resources to meet your business needs when it really counts?
IBM Maintenance and Technical Support Services offer a comprehensive set of multi-
platform integration and maintenance services at exceptionally cost-effective price points.
Advanced predictive, remote diagnostic and recovery tools built into IBM systems offer
immediate response, cost and service benefits. By taking advantage of the global technical
resources within IBM and its local service delivery capabilities, IBM Maintenance and
Technical Support Services delivers a unique combination of value and service.

IBM Maintenance and Technical Support Services 3
IBM Maintenance and Technical
Support Services
Hardware and Software
Support Services for IBM Servers
IBM Proactive Maintenance
IBM Maintenance for
Multi-Vendor Products
IBM Maintenance Solutions
for Network Products
IBM Support Line - Remote Technical
Support Services
IBM Enhanced Technical Support (ETS)
IBM Retail Store Support
IBM ATM Maintenance
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Choosing the best support partner
Technical support issues tend to arise in a binary manner:
either there are no major issues, or you need to throw
resources at a problem immediately.
Working with IBM Maintenance and Technical Support
Services for IBM equipment offers an instant advantage:
• Most IBM systems include software that monitors system
health and offers predictive warning of failure. There is no
need to load or pay for third-party tools, and many situations
are resolved automatically by self-healing IBM systems.
• IBM Maintenance and Technical Support Services offer
comprehensive remote diagnostic and recovery services,
which often means that no engineer is needed to resolve
the problem.
For support providers without the IBM advanced, integrated
remote management tools, it is only during actual failure that
action is taken, an unsatisfactory and costly methodology.
Engineering excellence into your systems
In cases when on-site resources are needed right now –
network consultants, hardware maintenance, and software
solutions – IBM Maintenance and Technical Support Services
can call on people, products and patches from all corners of the
globe. Advanced IBM remote diagnostics often mean that
when an IBM Maintenance and Technical Support Services
engineer visits, the cause and solution are already known,
reducing the time spent in discovery and providing a fast,
efficient support service.
All IBM Customer Engineers participate in the latest
education programmes on current technologies. In-house
access to system, software and product designers keeps IBM
engineers absolutely up-to-date, and the combination of
rigorous performance evaluations and training ensure that the
best, most able people are retained by IBM.
This outstanding store of knowledge is yours, on tap, as part of
the IBM Maintenance and Technical Support Services offering,
providing a faster route to resolution and helping bring your
systems back online at lower cost.
By engaging with IBM, your enterprise gains access to the
strength and depth of a global organisation, priced to fit your
exact business and budget needs.
IBM Maintenance
and Technical
Support Services
Offering value, technical excellence
and outstanding service

Technical excellence offered by IBM
The intelligent and efficient use of information technology
increasingly forms a central part of competitive advantage,
and is a major contributor to business success.
The underlying support services encompass all the hardware,
software, planning, design, installation and relocation tasks that
modern enterprises require. Maintaining the IT infrastructure
is essential to meeting the business demands and objectives.
Balancing needs, value and service for technical support
Not only does IBM Maintenance and Technical Support
Services provide comprehensive support packages to suit every
budget and business need, it also offers advanced technologies
designed to reduce costs and increase service levels into
the bargain.
• As much as 40 percent of all service issues can be resolved by
using remote maintenance tools that do not require a visit by
an engineer – offering faster, more effective resolution
• Remote management and monitoring tools are integrated
offerings from IBM Software Group, in some cases at no
additional cost, as part of the Service and Support agreement
• All IBM service engineers are fully trained and all replacement
parts carry full IBM warranties, supported by the IBM
Corporation worldwide.
IBM Maintenance and Technical Support Services provides
total solutions that offer best value: a combination of
cost-effective price points, very high service levels and
outstanding technical and personnel resources. By engaging
with IBM Maintenance and Technical Support Services, your
enterprise can resolve the downward pressure on costs and
the upward pressure on service, with an unbeatable business
value proposition.
FAQs
• What is the business impact if your systems fail? – With IBM
Maintenance and Technical Support Services you have access
to the world’s leading technical expertise.
• Will your service provider be able to meet your response
requirements? – IBM Maintenance and Technical Support
Services has access to the right resources, skills and people
to meet even the most demanding response service
level agreements.
• Does your support provider have the ability to resolve problems
remotely? – IBM Maintenance and Technical Support Services
resolves around 40 percent of support issues remotely
providing a faster, lower cost service – with free-of-charge
remote alerting tools available.
• Can you afford to work with technicians who may not be
trained to the highest levels? – IBM Maintenance and Technical
Support Services engineers are trained to exacting standards
and are all fully qualified for their specific area of expertise.
• What is the potential impact of not having a full manufacturer’s
warranty? – All IBM replacement parts carry the full IBM
warranty, installed by IBM engineers; IBM Maintenance and
Technical Support Services understands the business impact
of downtime.
• Is it wise to rely on a service provider with limited resources? –
IBM Maintenance and Technical Support Services can call on
the vast reserves of IBM know-how, people, products and
finance to ensure that your business needs are met in full.
• Does a third-party support provider have access to the physical
components? – Only IBM Maintenance and Technical Support
Services has immediate access to IBM’s global distribution of
components, ensuring that critical parts are always available to
keep your company up-and-running.

Hardware and Software
Support Services for
IBM Servers
Access cost-effective Server
hardware and software support
Your business relies heavily on the mission-critical applications and data
that reside on your IBM Server. However, supporting daily operations
and troubleshooting complicated hardware and software problems can
be challenging and requires expertise that you may not have. And, while
unplanned downtime can be costly for your business, dedicating your
experienced in-house IT staff to traditional support activities can
escalate your overhead costs and result in delays of other projects.
With Hardware and Software Support Services for IBM Servers, you
can leverage our experience and access our network of remote, online
and easy-to-use tools to more quickly identify and resolve problems.
We offer around-the-clock access to IBM support specialists to help
prevent and resolve problems up front. In addition, our single-source
support can help reduce your administrative costs while freeing up your
in-house resources. With the flexibility to upgrade from base support
services to enhanced support, we can provide a solution tailored to meet
your needs.
Helping simplify maintenance and reduce
costs with single-source support
By offering a single point of accountability for your hardware and
software support services, we can help simplify your IT maintenance.
Instead of having to contact and coordinate multiple vendor support
teams, you can rely on us to deliver integrated and consistent support
for IBM and non-IBM products in your Server environment. Also, our
service allows you to minimise your internal IT maintenance staff or
multiply their effectiveness, helping you reduce costs and improve your
return on investment.
Helping prevent outages and improve
system availability
With IBM, you get the advantage of high quality, professional
support that can help you anticipate and resolve IT-related problems.
Direct access to IBM support specialists and our vast realtime databases
can help you quickly diagnose and resolve problems to maintain
efficient operations. Proactive notifications of problems and the ability
to electronically download fixes also helps prevent potential outages and
enhances your system availability. When systems are up and running
you get more value from your investment.
Highlights
• Helps simplify maintenance and reduce
costs with single-source support for your
environment
• Helps prevent outages and improve
availability through rapid problem
identification and resolution
• Enables in-house staff to focus on critical
business activities by leveraging extensive
IBM expertise.

Enabling your in-house staff to focus on
critical business activities
From preventative maintenance to problem resolution, our
technical support gives you the conﬁdence that your Server
environment is working at peak efficiency. By leveraging IBM
expertise, you can gain around-the-clock access to specialised
skills for troubleshooting complicated hardware and software
problems. This helps increase the productivity of your
in-house IT staff by reducing the time spent solving support
issues and also frees your staff to focus on core business needs.
Why IBM?
IBM gives you single-source support and direct access to
a comprehensive set of online tools for the rapid
identiﬁcation and resolution of problems. With electronic
services, IBM proactively monitors the heartbeat of your
Servers, taking preventative action to maximise system
availability. With our global network, we can provide
around-the-clock access to support specialists who are
backed by vast IBM resources.
With our wide range of expertise on multi-vendor products
we can support the most complex environments. And with
a variety of support options, we can tailor our service to
deliver the level of support that meets your unique needs.
Hardware support services Features
Base hardware Base Limited Warranty comes with server or device.
Can be extended via hardware maintenance.
Standard proactive support.
Electronic downloading for specific fixes.
Hardware (Enhanced support) Extended hours of cover up to 24x7.
Enhanced response and committed fix time.
Upgrade options are available for all Servers.
Software support services Features Benefits
Base software Applies to Server operating system.
Offers monthly license charge, which includes the right to use
the product on the licensed machine. Available maintenance
and fixes. Defect support (if available).
One set of documentation media (tape) refreshes as required.
Release upgrades at no increase in
monthly license charge (MLC).
Availability Management Your primary focal point into IBM Service.
Would manage all your contracted service support on IBM
and non-IBM products.
Incident reviews and reporting.
Developing service improvement plans.
Major incident management.
Total IT support consolidated in a single
contract with IBM.
Maximising availability of your IT
investment, allowing your resources to
focus on your core business.

IBM Proactive
Maintenance
Reducing outages, decreasing downtime
If you are building a smarter business, you are going to need smarter
computing to build it on. Relying on traditional ‘break-fix’ maintenance
to support the high availability your systems require can be a gamble.
Waiting for a problem to happen and then reacting at that point
introduces unnecessary risk, anxiety and delay to your business. IBM
offers a smart solution – IBM Proactive Maintenance, aimed at avoiding
outages in the first place.
For organisations dependent on critical IT systems, assessing and
engaging with the best technical support provider requires a balance
between the needs of the business, the budget available and the service
levels on offer.
But the consequences of system outages can be expensive. Research
shows that the cost of system downtime per hour can range from
£25,000 to over £3million depending on the size of your organisation
and the business you are in.
IBM Proactive Maintenance helps you to keep outage costs down
through the use of advanced IBM analytical tools which help you stay
ahead of critical threats and reduce the risk of expensive downtime.
It includes an IBM Gateway Web Portal that delivers:
• Proactive notifications regarding your system’s maintenance
and security
• Detailed graphical information on system performance and capacity
to help predict performance bottle-necks before they happen
• Reports which compare the fixes installed on your system with the
latest available from IBM Laboratories
• Updated views of your system configuration data.
Highlights
• Access to expert technical ‘Advocates’
for your IBM operating systems and
30-minute telephone response times for
your critical calls
• IBM software updates that allow you to
gain the full benefits from new features
and innovations
• Two-way electronic service to enable
download of fixes
• Remote monitoring of your systems,
proactively identifying errors that may lead
to system degradation
• Error logs and vital product data
automatically sent to IBM to enable fast
problem resolution
• Finance options to defer cost to future
contract years or build a payment plan to
meet your budget requirements.

Resolve system problems before they
affect business operations
By monitoring your systems 24x7x365 with automatic error
reporting, IBM can respond faster with more accurate data to
quickly resolve problems. And faster problem resolution means
higher systems availability.
Problems are automatically sent to IBM Customer Engineers,
communicating quickly and more precisely the same
information you would normally need to provide to a
technician verbally. Service issues are then directly routed to
the most appropriate IBM specialist, meaning that the right
person with the right skill set is working to resolve the
problem right from the start.
Prevent service problems before you learn
about them the hard way
With IBM Proactive Maintenance based on IBM’s knowledge
of your systems, we are better able to identify and fix potential
problems before they cause system failure.
IBM Proactive Maintenance helps prevent unplanned
downtime. IBM has unique access to Predictive Failure
Analysis with the ability of components to warn of impending
failure before the component actually fails, meaning we can
often replace components before failure occurs or you even
know about it!
System Support Representative (SSR)
A named IBM Customer Engineer will act as your point of
escalation for service delivery and will meet you on a regular
basis to discuss service quality. This SSR can provide assistance
for out of line or pervasive support issues and work with you
on microcode management. He or she can also advise on the
use of remote support tools and diagnostic aids such as
electronic service agents to perform system health checks and
to improve the timely resolution of service calls.
Timely access to the latest software
updates
With the number of critical releases and security updates
increasing daily, it is more important than ever that you stay
on top of business-critical software issues. With IBM software
maintenance, you can receive timely delivery of updates and
fixes, reducing the complexity of maintaining your server
software and managing upgrades.
Committed service levels
High availability of your IT is the key to minimising disruption
and lost productivity. Depending on your business needs
IBM can commit to deliver fix or response time service levels.
These are a cost-effective way to deliver faster contact and
recovery times for your hardware systems in the event of
a failure.
Why IBM?
With Proactive Maintenance IBM pre-empts problems with
the resilience of your infrastructure, using open source,
automation and analytical technologies. IBM has the tools
needed to predict outages, so that we can avoid them.
IBM can perform the detailed analysis, accessing product
data, to determine the root cause of a problem.

IBM Maintenance for
Multi-Vendor Products
Single point of support for all your IT hardware
IBM has supported other manufacturers’ products for over 20 years.
With approximately 50 percent of our service calls for non-IBM
products, our breadth and depth of skill ensures the same high levels of
service quality for all products.
IBM uses a common approach to service provision irrespective of the
original equipment manufacturer (OEM) and in support of this we
have developed our own tools to provide remote proactive service on
OEM servers.
Our aim is to provide you with a single source for your IT
maintenance which enables you to speed problem isolation and
resolution, whilst meeting demanding service level commitments.
By taking advantage of our maintenance services in a diverse IT
environment you get more consistent service levels and a single view of
support across your estate, without the time and expense of managing
multiple vendors and contracts to achieve the same end result. As well
as great service, simplified contracting processes, consistent service level
performance and a single point of accountability, our prices are usually
cheaper than the OEM’s.
We provide a range of multi-vendor maintenance support options on
many manufacturers’ equipment, such as Juniper, Sun Microsystems,
HP, Dell, Motorola, EMC and STK.
Highlights
• IBM service on non-IBM products
• Single point of ownership for IT hardware
problems
• Competitive prices, saving you money
on the manufacturer’s own price
• Same service levels and contract terms
as for IBM products
• One contract for multiple vendors/
platforms
• Support for major vendor products,
including HP/Compaq, Dell, Sun, CISCO
and others.

Support for your Sun Servers
• Hardware maintenance for a wide range of Sun Servers
including:
–– Sunblades, Ultras, Sparcstations, Nectra, Sunfire
–– Entry Level V125 – V445 range
–– Sun Mid-Range V690 – V890
–– Sun Unix up to E25K
• Flexible contract model (not restricted to prepaid
12-month contracts)
• Same Business Day and Next Business Day service levels as
standard, plus a variety of service hours
• Highly Competitive Offering for equipment where the
environments are stable and there is no need to upgrade
the firmware.
Support for your x86 Servers
• Hardware maintenance for a wide range of non-IBM x86
Servers including:
–– HP x86 Servers – Proliant ML, DL, C and
P class Blades
–– Dell Poweredge Servers
• Access to technical expertise on HP, Compaq and
Dell equipment
• Cost effective alternative to the OEM’s support
• Remote technical support model which means that around
40 percent of problems are resolved quickly, without the
need for on-site support
• Comprehensive Operating System Support available,
including Microsoft™, Linux® and VMware.
Support for your CISCO Network
• Hardware maintenance for CISCO Networking products,
including CISCO Telepresence
• CISCO manufacturing and IOS support embedded in the
support solution
• Highly competitive pricing when compared to
OEM Support
• Trusted IBM Customer Engineers providing service to
CISCO’s own maintenance clients
• Global Alliance between IBM and CISCO, providing joint
client support for over 10 years
• Additional support services available, including IBM
Supportline for CISCO and IBM Network Assist
• Audits of your networking inventory available.

IBM Maintenance
Solutions for
Network Products
Supporting your networks, regardless of manufacturer
IBM offers a comprehensive maintenance service for network products,
using tried, tested and trusted maintenance services. In most cases this is
in partnership with the original manufacturer.
IBM can provide multi-lingual call management from our UK based
call centre, along with escalation, and client satisfaction responsibility
up to manufacturer third level support. We also offer limited operating
system support, software ‘how to’ support, first and second level remote
support and on-site engineers with parts (typically manufacturers’ own
spares) at variable response times to suit your needs.
Customers who buy Network Maintenance from IBM often benefit
from substantial cost savings compared with the manufacturers’ own
support. In addition, in the case of CISCO, Juniper and Riverbed
support, IBM service is delivered in collaboration with the
manufacturer to ensure the highest level of support.
IBM provides software application support for CISCO products via the
IBM Support Line, delivered in collaboration with CISCO.
Highlights
• Total end-to-end client support for
maximum client satisfaction
• Expandable services to other
multi-vendor environments
• Wide range of service level availability
allows smarter maintenance solutions
• Network engineers covering all of the UK
• Agreements with major network
product manufacturers
• Contracted access to manufacturer’s own
3rd level support and spare parts.

Benefits
Reduce costs and effort
IBM Maintenance Solutions for Network Products helps your
organisation avoid and reduce downtime whilst protecting the
security and resilience of your operations.
Reduce in-house resources and educational
expenses
You can reduce the cost of in-house product education and
certifications by choosing IBM to fix and support your
network equipment.
Better contract conditions
If you already have an IBM Maintenance contract you can
include your network equipment and profit from better volume
conditions which may apply. Also benefit from flexible contract
duration terms from one to three years or open ended.
Coverage and skills
IBM UK is a CISCO Gold and a Global Services Alliance
Partner, and a Riverbed Authorised Support Partner with many
Certified Service Engineers, ensuring excellent first level
and field services whilst benefitting from special terms and
conditions with the manufacturers.
24x7 support
Our on-site Customer Engineers have instant access to the
IBM Knowledge Database, where they can access proven
solutions to networking questions around the world. They also
have access to IBM Centre of Excellence support specialists,
24x7, for help in solving complex problems with contracted
manufacturer support if necessary.
Parts
Parts are typically provided direct from the manufacturer,
but in some cases, depending upon the service level and
geography, logistics may be shared between IBM Global
Logistics and the manufacturer.
Why IBM?
IBM supports a large number of network clients across many
sectors in the UK today, covering various service levels from
next business day to 24x7, up to 2-hour on-site response
times. IBM has successfully delivered multi-vendor services
to its clients for over 20 years. Our technical expertise and
proven support methodology helps us ensure our clients’
networks are supported and maintained in the best way,
regardless of the manufacturer.

IBM Support Line -
Remote Technical
Support Services
Software Support on Linux, Windows and VMware
OS running on IBM and non-IBM Intel x86
based machines
Competitive and comprehensive software support for Red Hat,
Novell (SUSE), VMware and Microsoft™. IBM also offers Linux®
Subscriptions from Red Hat and Novell (SUSE).
Benefits
• Speeds problem determination and resolution
• Enhances IT reliability and performance
• Eliminates client need to add staff for implementation
and support
• Allows unlimited support calls from an unlimited number
of callers
• Enhances IT staff productivity.
Based on its partnerships with vendors IBM offers a lower
cost alternative but provides a more comprehensive
support solution.
For Clients who need a single, trusted, knowledgeable support team to
manage and resolve IT problems regardless of platform/vendor, IBM
offers faster problem determination and resolution and reduced IT
support costs. IBM Support Line for Linux, Windows™ and VMware
helps eliminate the need to coordinate support among multiple vendors.
• Are you running Linux and/or VMware?
• Do you need to simplify your Linux technical support processes and
structure?
• Would you like to have a single-source for Linux technical support
and subscription ordering services?
• Are you sure your Linux subscriptions are current?
• Are you having difficulty managing multiple subscriptions all with
varying expiry dates?
• Is maintaining a support agreement with multiple vendors straining
your IT budget?
• Would you be interested in one-stop, comprehensive support that
provides flexible and affordable services for your IT environment?
Highlights
Assistance with:
• Usage and installation
• Compatibility and interoperability issues
• Interpretation of product documentation
• Problem determination and resolution
• IBM and multi-vendor database searches
• Defect support, including change team
assistance and emergency fixes.

IBM Support Line is designed for
multi-vendor enterprises
Support Line covers IBM and other popular software
running on a mix of hardware, including:
• IBM System z® and IBM System x®
• Non-IBM Intel® and original equipment manufacturer
(OEM) servers including Sun, Dell and HP
• Red Hat and Novell SUSE Linux distributions
• VMware.
IBM has a cheaper and competitive pricing
methodology priced at system level for support.
Support line options
Support Line
• Windows, Microsoft Applications
(e.g. SQL, Exchange, Office etc)
and IBM Director
• Products Supported
• Red Hat, SUSE Enterprise Linux
and IBM Director
• Option for Red Hat and SUSE
Subsriptions
• All the above plus VMware
• i.e. Windows, Linux, Director, VMware
• Option to renew VMware subs
Support Line
for Windows
Support Line
for Linux
Support Line
for VWware

IBM Enhanced
Technical Support (ETS)
Personal, integrated, proactive
problem prevention and management
Waiting for a problem to happen is like sitting on a time bomb. Too late
you discover a problem, which had it been addressed earlier, would have
avoided the breakdown in the first place!
For organisations dependent on critical IT systems, assessing and
engaging with the best technical support provider is a delicate balance
between the needs of the business, the budget available and the service
levels on offer.
You need an IT infrastructure you can rely on. But enterprise
systems are becoming increasingly complex and resources are finite.
Trying to manage multi-product and multi-vendor environments is
a major challenge – let alone trying to pinpoint the problem when
something goes wrong. In a critical situation, IT downtime can cost
your business dearly.
Enhanced Technical Support bridges the gap between hardware and
software support, providing you with a dedicated account advocate who
works for you and for your IT systems availability.
Proactive monitoring of your system allows your account advocate to
pre-empt and resolve potential problems before they arise, saving you
from system downtime and any associated costs and revenue loss.
Highlights
• Dedicated account advocate working on
your behalf within IBM
• 30-minute rapid response to severity
1 problems
• Scheduled outage support, making sure
IBM technical teams are aware of your
scheduled changes
• Monthly reports with proactive system
information and support activity specific
to your needs
• Seamless problem determination of your
problem Hardware or Software
• Problem isolation assistance on
multi-platforms or multiple IT
environments.

What do you benefit from? FAQs
• Can I contact my Remote Account Advocate at any time? – Remote
Account Advocates (RAAs) operate within normal business
hours (09:00 - 17:00, Mon - Fri). However, any severity
1 service request still has a 30-minute response, 24x7.
• If I require assistance outside prime shift hours, who can I contact?
– If your Account Advocate is already aware of the issue, they
will have made arrangements as appropriate with you and
IBM 1st or 2nd level support. If the issue has only just arisen,
please call 0870 010 1952 (Software) or 0870 550 0900
(Hardware). If you need to escalate, please follow the
Hardware or Software escalation routes. Your account
advocate will contact you at the first opportunity during
prime shift.
• My PMR is not a Severity 1 but business critical – can IBM help?
– Issues such as time-critical updates within a strategic project
can be just as important as a Severity 1 problem. If you find
yourself in such a situation, please contact your RAA. He or
she will ensure that all relevant support functions are aware of
your particular PMR and handle it accordingly.
• Can I contact my RAA for issues not directly related to the IBM
support? – Yes. Whilst your RAA might not be able to help
directly, he or she will know where to channel your issue and
who is the right person to contact you.
Why IBM?
The resilience of your infrastructure is paramount. It is
therefore crucial to find a technology and service provider
who will help you to pre-empt problems proactively, allowing
you to concentrate on your core business processes.
Primary Contact
Planned Outage Preparation
Problem Management
Review Calls
Performance Management
Proactive Tech Advice
Critical Call Monitoring
Regular Contact
Monthly Reports
30-Minute Response
Rapid PD Response
Base Support
H/W Break Fix
S/W Break Fix
Base Support ETS
ServicePrivilege(s)
Remote Account
Advocacy

IBM Retail Store Support
Tailor-made service solutions for your store operations
Delivering comprehensive support services for
your retail IT infrastructure
In today’s fast-moving retail business climate, there is intense pressure
on operating budgets that is coupled with an equal pressure to maintain
high levels of customer service. Your IT systems are an integral part of
your business and are a key element of the buying experience and
interaction with your customers, so the business impact of IT issues is
more critical than ever. With this in mind, you need to work with
service providers that understand these challenges and can deliver a
range of services to meet your business requirements. IBM has been
delivering business critical support to the retail industry for over
30 years and we provide service to some of the largest retailers in
the world.
Our service model is designed to provide rapid resolution to your IT
hardware issues with minimum impact to your day-to-day operations.
The retail environment is a complicated one and involves a wide range
of IT products to support the store operations and enhance your
customers’ experience. This complexity only adds to the challenges you
face every day but having a single support provider for all your store
requirements can take away the pain of managing this environment.
IBM has a wide range of alliances and partnerships with leading IT
suppliers in this market to enable us to provide service on all the leading
retail products. This includes such names as CISCO, Motorola,
Ingenico, Verifone, Zebra and many more. We can also manage other
specialist suppliers to give you a single point of contact for all service
related issues in your stores.
Highlights
• Provides a single point of ownership for
IT problems
• A bespoke service for the retail
environment with flexible support options
• Multi-vendor support for all your
in-store IT
• Remote support model to maximise
downtime and first-time fix
• A UK wide service, available 24x7
• Broad range of services from
maintenance to total store support.

Our service solution can be tailor-made to meet your
requirements. Our capabilities extend to all aspects of your
IT infrastructure, including Point Of Sale, Self CheckOut,
kiosks, mobile solutions, RFID, digital marketing and many
more. We can extend the service beyond basic maintenance
to include deployments, IMACs, refurbishments, inventory
management, remote management and a whole range of
complementary services. Whatever your requirements, IBM
can deliver your solution.
• A single point of contact for all your store support calls – we’ll
take problem ownership through to resolution
• A single contract for all your store support requirements –
we’ll even manage other suppliers on your behalf to help
reduce your supplier management activities
• Flexible service levels tailored to your needs – they can be
varied by product, store, season, situation, etc
• Service is available 24x7x365 including public holidays – and
options for seasonal variations to meet your business
requirements
• Access to IBM technical expertise, backed up by a worldwide
support infrastructure
• A remote support model that is designed to resolve issues
without onsite support or to maximise first-time fix rates for
calls that need an engineer visit – over 90% of calls have an
effective first fix action plan
• A UK wide multi-vendor support capability using IBM
Customer Engineers. We maintain a wide range of
non-IBM products
• Tailored management information to give you an accurate
view of your store support services and enable you to make
informed decisions based on accurate data
• Dedicated Service Management will help drive service
improvements, conduct service reviews, perform trend
analysis and be the single point of contact for all service issues
• Service requests can be placed electronically or via telephone
– we can even integrate your support desk with ours to enable
automated call transfer and management
• Your support solution can be tailored to include a range of
additional services – inventory management, refurbishments,
deployment projects, Installations/Moves/Adds/Changes, etc
• Remote management tools can be deployed to increase the
effectiveness and scope of the support capability.

IBM ATM Maintenance
Reliable, flexible and cost effective
Changing patterns in work and social behaviour have seen the decline
in face-to-face transactions and a growth in the use of self-service
technology. Consequently the availability of self-service equipment
directly impacts customer satisfaction and brand perception.
IBM has been successfully maintaining NCR, Wincor and Diebold
ATMs for over 15 years, offering leading SLAs and network availability
using a dedicated workforce of over 100 support staff and engineers.
Our ATM Engineers have many years experience working on all makes
and models of ATMs including the CCDM. Using a proven fix
methodology we are able to reduce call volumes and deliver low
RA rates.
Recently, IBM increased its investment in ATM and self-service
maintenance with a dedicated multi-vendor centre near Bristol for
ATM training, ATM refurbishment and parts repair.
Using IBM’s proven ‘Single Meet’ model we are able to reduce your
annual maintenance bill with fixed pricing for all remote located ATMs.
This model removes the need for a joint meeting between the Cash in
Transit (CIT) and the ATM engineer. Our strategic partnerships with
both the CIT companies allows IBM to provide the correct parts and
technical support to the CIT who will deliver the service to these
remote ATMs.
This model has resulted in an increase in network availability, reduced
maintenance calls and drives higher ATM profitability.
With our ‘Supplier Managed’ model IBM will take full ownership of the
ATM and manage all subcontractors who are essential to the day-to-day
operation of the ATM including ATM cleaning and locking bars.
Contact IBM to find out if we can reduce your ATM support costs and
lower the burden of managing your ATM infrastructure.
Highlights
• IBM service on non-IBM products
including NCR, Wincor and Diebold
• Over 15 years experience maintaining
original equipment manufacturer
(OEM) products
• Service delivered by IBM’s dedicated ATM
and Self-Service Engineers
• High network availability
• Flexible service levels tailored to meet
business requirements
• Reduced call volumes and low RA rates
• Single meet model for remote ATMs
• Supplier managed service.

Benefits
• A reliable and cost-effective alternative
• Ability to support any mixed technology within an ATM
network including NCR, Wincor and Diebold
• Flexible service levels to meet your business requirements
ranging from next business day service up to a 4-hour call
to fix
• Single point of contact for all your ATM support calls
• Genuine OEM parts – 85% of calls fixed first time using a
part that our engineers carry with them
• Dedicated ATM and Self-Service workforce with over
15 years experience
• Our service delivery methodology provides you with high
network availability allowing you to increase your ATM
link revenue
• An innovative model for remote ATMs that removes the need
for dual meets with fixed costs delivering increased remote
network availability
• A range of additional services that includes cleaning,
installations software and hardware upgrades.

For more information
Support for every technology at the right price. To find out more
about IBM Maintenance and Technical Support Services complete
packages, please contact your IBM Business Partner or IBM
Sales Representative.
Visit:
ibm.com/services/maintenance

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© Copyright IBM Corporation 2011
IBM United Kingdom
PO Box 41
North Harbour
Portsmouth
Hampshire
PO6 3AU.
Produced in the United Kingdom
November 2011
All Rights Reserved
IBM, the IBM logo, ibm.com, BladeCenter, Power Systems, System i,
System p, System x, System z and System Storage are trademarks or
registered trademarks of International Business Machines Corporation
in the United States, other countries, or both. If these and other IBM
trademarked terms are marked on their first occurrence in this information
with a trademark symbol (® or ™), these symbols indicate U.S. registered
or common law trademarks owned by IBM at the time this information
was published. Such trademarks may also be register ed or common
law trademarks in other countries. A current list of IBM trademarks is
available on the Web at “Copyright and trademark information” at:
ibm.com/legal/copytrade.shtml.
Linux is a registered trademark of Linus Torvalds in the United States,
other countries, or both.
Microsoft and Windows are trademarks of Microsoft Corporation in the
United States, other countries, or both.
Intel, Intel logo, Intel Inside, Intel Inside logo, Intel Centrino, Intel
Centrino logo, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium
are trademarks or registered trademarks of Intel Corporation or its
subsidiaries in the United States and other countries.
Other product, company or service names may be trademarks or service
marks of others.
References in this publication to IBM products or services do not imply
that IBM intends to make them available in all countries in which
IBM operates.

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