Technical Support Services
IBM Global Technology Services
2012
© 2012 IBM Corporation

THE 2012 TECHNICAL SUPPORT STORY
One of the largest hardware maintenance providers in Canada (IBM and Multi-Vendor)
20+ years of expertise in multi-vendor maintenance services with experience in mission critical environments
Software support for IBM hardware, OS, middleware applications as well as third party hardware and software via a single phone number
Remote technical support for product defect and usage or “how-to” questions
WW Parts
Management
System
Response
Coordination
Knowledge
Service
Database
Remote
Support
Centres
IBM TECHNICAL
SUPPORT
INFRASTRUCTURE
IBM Service
Reps.
Technical Support Services Canada
1200+ TS Employees
800+ Service Support Reps
20 Branch Offices and Main Parts Centres
48 Remote Locations / Parts
ISO 9001:2000 Certified*
*In most areas
Remote
Monitoring
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THE 2012 TECHNICAL SUPPORT STORY
Cost effective
Purchasing high priority resolution levels and annuity based maintenance contracts where fixed and consistent pricing can result in reduced operating costs
Integrated
Reducing the complexities in a multi-product and multi-vendor environment
Rapid and Reliable
Speeding up resolution with fast response times and direct access to the IBM knowledge bases
Proactive
Providing guidance and advice to prevent unscheduled downtime or performance bottlenecks and to optimize their systems
Is a continuum of multi-vendor infrastructure support services that offer you a way to simplify the management and increase the availability of your IBM and multi-vendor IT environment by leveraging
IBM’s global support capabilities, delivered when and where you need them.
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THE 2012 TECHNICAL SUPPORT STORY
IBM is proactively developing solutions to address existing and emerging client needs
IBM can help you prevent downtime and ensure continuous availability
Existing Client Environments
Individual Product Support
Traditional Infrastructure Support
Mitigate System Outages
Fixed Machine Level SLAs
IT Infrastructure Availability
Multiple Support Providers
IBM’s Solutions
Integrated Infrastructure Support
Virtualized infrastructure Support
Preventive & Predictive Maintenance and
Performance Optimization
Flexible SLA’s Driven by Business Needs
Process/ Application Availability
Single Accountability
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THE 2012 TECHNICAL SUPPORT STORY
TSS Solution Offerings
Hardware
Let us help you focus on more strategic initiatives so you can achieve greater business value. Software
Many organizations put their systems in the hands of IBM service experts
We maintain a nationwide pool of highly trained technicians ready to go on-site at a moment’s notice
We provide remote technical support specialists around-the-clock, with global access to IBM product engineering, IBM Development and Vendor Technical Support
Benefits
Featured Products
Networking
Financial
Smart
Don’t call us; we’ll program your system to call IBM if it needs help.
Fast
Our technical support experts already know all about the problem and how to solve it before they call you.
Skilled
There’s not a lot our technical experts haven’t seen before.
© 2012 IBM Corporation
OEM
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking Financial OEM
IBM offers a wide variety of maintenance programs designed to meet your specific business needs
Remote support
Predictive and Preventive support
Depot repair and on-site repair
Warranty service upgrades enhance the level of service from the base warranty service and can include
Extended hours of coverage (24x7x4 hour response)
Upgraded service delivery method (SDM)
Higher level of response time objective
Warranty and Maintenance Options
Upgrade your original warranty and get Maintenance Services to ensure you are supported after warranty
System z196™ zSeries ®
© 2012 IBM Corporation
OpenPower ® System p7 ™ pSeries ®
System i ™ IBM System Storage ™ BladeCenter™ System x ®
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking Retail
Supporting the hardware infrastructure is your first line of defense for high availability
The software layer is equally important
Any unforeseen glitches could immediately impact your productivity
Help your organization achieve non-stop operations
Delivered by highly skilled software service specialists working with state-of-the-art systems and leading edge support
Over 7,000 software calls per month in both English & French
Extended Support
Premium Support
Temporary Transition Support (TTS)
Service Extension (SE)
Total Content Ownership (TCO)
Enhanced Technical Support (ETS)
Linux Support Line
Base Support
Passport Advantage
Support line/Alert/
Resolve
Software maintenance
(SWMA)
Financial
Software Group Mainframe System z Power System p & i Modular System x
© 2012 IBM Corporation
OEM
Storage
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking Financial OEM
As the planet becomes smarter, your IT requirements grow to meet new challenges and opportunities. From System x to BladeCenter, IBM will help improve the service you deliver to clients while managing your risks and reducing your costs.
With our latest x86 rack, your business has access to:
More processing power
More memory
Increased storage
Greater reliability
Rack-optimized
Towers x3100 M3 x3200 M3 x3400 M3 x3500 M3
© 2012 IBM Corporation eX5 Ultra memory scalability x3850 X5 x3690 X5 x3650 X5
HX5
Virtualization, HPC,
CloudBurst
Cluster 1350 iDataPlex dx360 M3
TSS Offerings
Warranty Service Upgrades
(ServicePacs / Service Suite)
24x7 on-site response
4 hour response time
Repair with parts & labour
Hardware Maintenance (HWMA)
9x5x4 hour response time
24x7x4 hour response time
On-site repair with parts & labour
Software Support for System x
24x7 for critical issues
Support Line: “how-to” inquiries
Managed Technical Support
Multi-vendor support for both HW & SW
Single point of accountability
Microcode
HD Retention, Eradication & Destruction
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking
The new POWER7® processor-based systems redefine computing to address the challenges of a smarter planet — large scale business analytics and databases, high volume transaction processing, and consolidation to exponentially lower costs.
Energy efficient systems for midsize businesses
Power 710
Power 720
Power 730
Power 740
Power 560
Power 525 Power 770 Power 575 Power 780
IBM Systems Software
Power 795
Financial OEM
TSS Offerings
Warranty Service Upgrades
24x7 on-site response
4 hour response time
Repair with parts & labour
Hardware Maintenance (HWMA)
9x5x4 hour response time
24x7x4 hour response time
Repair with parts & labour
Software Maintenance (SWMA)
24x7 for critical issues
Access to subscription updates
Enhanced Technical Support
Designated support specialist
Proactive support, integrated approach
Enhanced response time
Performance Management for Power
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking
IBM provides world-class IBM mainframe technology to help today's enterprises respond quickly to evolving business conditions and with extreme flexibility.
IBM zEnterprise 196
IBM zEnterprise 196
© 2011 IBM Corporation
IBM z10 Enterprise Class
Integrated Ensemble
Management firmware
IBM System z10
Business Class
Blade Center
Extension
Financial OEM
TSS Offerings
Hardware Maintenance (HWMA)
24x7x4 hour response time
Remote Support
On-site repair with parts & labour
Software Support
Support Line: “how-to” inquiries
Support line for Linux
Alert
Resolve
Remote Premium Support
On-site Premium Support
Maintenance Enhancement Option zHybrid System z Guided Maintenance /
Firmware Management Supported
Enhanced Technical Support (ETS)
Team of technical support specialists working as an extension of your IT Staff
Team monitors your IT environment and provides direction and advice
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking
In 2008, the total storage capacity purchased with enterprise storage arrays was
5.829 Exabyte's. Gartner forecasts that in 2013 this figure will increase to 51.734
Exabyte's, a nearly nine fold increase in just five years. (Gartner, 2010)
Small – Mid Range Systems
NEW
Disk
DS3400
DS4000 EXP420
DS4000 EXP810
EXP2500
EXP3000
Storwize V7000
NAS
N3700
N5000 Gateway
N5000 Disk
Tape
3580 Tape drive
7214 Tape & DVD
7216 Multi-media
TS2230/ TS2340
TS3100/ TS3200
SAN
SAN40B/SAN80B
Cisco MDS 9124
Cisco MDS 9216A
Cisco MDS 9216i
Cisco MDS 9134
© 2012 IBM Corporation
Enterprise Systems
Disk
DS5000
DS8000
Information Archive
XIV Storage System
NAS
N7000 Gateway
N7000 Modular Disk
STN
STN 6500 / STN 6800
Tape
TS3500
TS1120
TS7650G ProtectTIER
TS7680 ProtectTIER
TS7700
SAN
SAN16B/ SAN16M
SAN140M
SAN256B/ SAN256M
Cisco MDS 9506
Cisco MDS 9509
Cisco MDS 9513
Financial OEM
TSS Offerings
Warranty Service Upgrades
24x7 on-site response
4 hour response time
Repair with parts & labour
Hardware Maintenance (HWMA)
Post warranty coverage
24x7x4 hour response time
9x5x4 hour response time
On-site repair with parts & labour
Software Maintenance (SWMA)
24x7 for critical issues
Subscription updates and software support
Software Support
24x7 Critical issues
Support Line: “how-to” inquiries
Value-Add Services
HD Retention, Eradication & Destruction
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking Financial OEM
IBM has a comprehensive portfolio of solutions and appliances that offer maximum flexibility for deployment, quick implementation and rapid delivery of value.
PureScale Analytics
System
“The software appliance market will break the $1 billion threshold by 2011 and grow to $3.7 billion by 2014” (IDC, 2010)
WebSphere DataPower
Cast Iron Appliance XH35
WebSphere CloudBurst
Workload-optimized, integration with Netezza, available on all IBM platforms - the industry’s most completely integrated and optimized business analytics solution.
Easy data migration and synchronization, simple UI, provides everything needed to rapidly connect cloud and onpremise applications.
Is now part of IBM
Easily, quickly, and repeatedly create application environments that can be published and securely managed in a private cloud.
A data warehouse appliance leader, combining storage, processing, database and analytics into a single system.
TSS Offerings
Warranty Service Upgrades
On-site service
24x7x4 hour response time
Hardware & Software Maintenance
9x5 remote and on-site hardware support
24x7 for critical issues, including holidays
Installation, configuration & usage support
Access to defect support updates
Premium Hardware Maintenance
24x7 around the clock support
4 hour on-site average response time
Fast access to lab support resources
* Support coverage may vary by product
“By 2015, 50% of Global 1000 enterprises will rely on external cloudcomputing services for the top 10 revenue-generating processes.”
(Gartner, 2010)
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking Financial OEM
The complexity of IT environment is making it increasingly challenging to cost-effectively manage and maintain an infrastructure that delivers high availability
IBM supports your changing needs while minimizing your risks. We provide a total solution for your network by supporting all major networking vendors as a certified partner!
Network Solutions & Technology
Unified Communications
Routing and Switching
Data Center
Security
Wireless
Often a single vendor cannot meet all of your networking and communication needs…
…your support should
TANDBERG part of Cisco
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THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking
IBM is a Wincor Nixdorf Qualified Service Partner
IBM Canada is the only Wincor certified service provider in Canada
Complex second line maintenance and remote support
Automated Banking Machines (ABM)
Cash dispensing unit (CDU)
Cash recycling Unit (CRU)
Networking and VoIP support
Branch servers, printers and peripherals
Working closely with your Helpdesk
Dedicated on-site support for fast end user response
On-site Exchange or Repair
Financial OEM
© 2012 IBM Corporation 14

THE 2012 TECHNICAL SUPPORT STORY
Hardware Software Featured Products Networking Retail
All leading hardware and software vendors’ products.
Strategically IBM has selected key OEM platforms to be globally supported.
A common support strategy has been developed for key brands such as Cisco, Juniper, Nortel (now part of Avaya &
Ciena), Motorola, Lexmark, Wincor Nixdorf, Linux® and
Microsoft®
We can create a customized solution for your infrastructure
OEM Brands
Financial OEM
ORACLE
SUN
HP DELL VMWARE
WINCOR
NIXDORF
MICROSOFT ZEBRA
MOTOROLA XEROX LEXMARK LENOVO LINUX DATALOGIC VERIFONE
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THE 2012 TECHNICAL SUPPORT STORY
Geodis is the sole lead logistics provider for IBM, managing IBM’s worldwide asset recovery services, service parts logistics, and flow management of all hardware and software products.
68 Locations
1200+ Employees
800+ Service Support Reps
120K sq ft Markham Distribution Center
500K+ parts stocked
34K+ parts shipped/month
Multi-Million dollar Parts Inventory
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THE 2012 TECHNICAL SUPPORT STORY
Central Dist Centre – Markham
Branch Offices/Stock Rooms
Remote Locations/Additional Parts Stocking
YUKON NW TERRITORIES
BRITISH
COLUMBIA
ALBERTA
NUNAVUT
MANITOBA
ONTARIO
QUEBEC
PEI
Ontario (South E.)
Barrie
Belleville
Burlington
Chatham
Fullerton
Kingston
London
Mississauga
North Bay
Sarnia
St.Catharines
Sudbury
Toronto
Waterloo
Whitby
Windsor
British Columbia
Kamloops
Kelowna
Nanaimo
Prince George
Terrace
Vancouver
Victoria
© 2012 IBM Corporation
Alberta
Calgary
Edmonton
Fort Mc Murray
Grand Prairie
Lethbridge
Medicine Hat
Red Deer
SASKATCHEWAN
Saskatchewan
Prince Albert
Regina
Saskatoon
Yorkton
Manitoba
Brandon
Winnipeg
Ontario (North)
Cornwall
New Liskeard
Ottawa
Pembroke
Sault Ste Marie
Thunder Bay
Timmins
NOVA SCOTIA
NEW
BRUNSWICK
Quebec
Chicoutimi
Montreal
Quebec City
Rouyn-Noranda
Sept-Îles
Sherbrooke
Trois-Rivières
Val d'Or
Rimouski
New Brunswick
Bathurst
Edmundston
Fredericton
Grand Falls
Moncton
Saint John
PEI
Charlottetown
Nova Scotia
Kentville
Halifax
Sydney
New Glasgow
Truro
Newfoundland
Corner Brook
Gander
St.John’s
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THE 2012 TECHNICAL SUPPORT STORY
Service Quality SLA’s and SLO’s to manage and govern the quality of execution tasks
User Satisfaction
Low Cost
Processes and targets to gain user feedback and drive client sat Improvement
Achieved by performance management systems to continuously optimize consumption of services to reduce costs
Perform Measure
Root Cause
Analysis
Process
Improvement
We measure our performance extensively to ensure that we deliver on our commitments
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THE 2012 TECHNICAL SUPPORT STORY
Hardware
Maintenance
Software
Maintenance
Managed Support
Services
Enhanced Technical
Support
Multi-Vendor
Maintenance
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THE 2012 TECHNICAL SUPPORT STORY
http://www-935.ibm.com/services/us/en/it-services/hardware-maintenance-services.html
http://www-935.ibm.com/services/us/en/it-services/software-support-services.html
http://www-935.ibm.com/services/us/en/it-services/managed-support-services.html
© 2012 IBM Corporation 20

THE 2012 TECHNICAL SUPPORT STORY
© Copyright IBM Corporation 2012
IBM Canada Ltd.
3600 Steeles Avenue E.
Markham ON L3R 9Z7
Canada
IBM Canada - March, 2012
All Rights Reserved
IBM, the IBM logo, ibm.com, IBM System Storage, System i, System p, System x, System z, DB2, Tivoli and
WebSphere 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 registered 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.
Other company, product and service names may be trademarks or service marks of others.
References in this publication to IBM products or services does not imply that IBM intends to make them available in all countries in which IBM operates.
© 2012 IBM Corporation 21