IBM Technical Support Services (TSS)
1
Why Sell IBM Services?

Increase your sales revenue and profit margins on every deal

Deliver a total solution to your customers

Every mission critical System x needs 4-hour response service!

2
Sell Up Front
Increase customer satisfaction

No surprises

Consistent budgeting

Cost avoidance

Reduced down-time

Free up your presales technical support team
© 2011 IBM Corporation
ServicePac vs. ServiceElite Contracts and Packaging
ServicePac
• Part numbered services – easy to order
• Attached to System x/Blade Machine
Type and Serial Number (one to one)
• Fixed Ts&Cs / Scope
• Prepay only
• Fixed price
• Available in System x
configurators/ordering systems
MA
MA
MA
WSU
WSU
WSU
RTS
RTS
RTS
ServicePac
ServicePac
ServicePac
ServiceElite
• Consolidated hardware and software
Technical Support contracts (one to
many)
• Fewer legal reviews and signatures
• Term and prepay discounts
• Contracted through ISAT
Base Agreements
Schedules
 General, HWMA,
SWMA, BP Ts&Cs
 Attach to ICA and
MSA
 Library card
 Services, fees,
term, payment
options
 Signature
ICA
ServiceElite
MSA
 Cross platform
Etc.
HW MA
Acc. Adv.
Support
Line
3
© 2011 IBM Corporation
Support Delivery
…same for ServicePac & Supportline
 Integrated Support Centers
 Consistent delivery
ibm.com
Entitlement
 Customer focused
 Skilled technicians
System x
Support Center
Microsoft
Support Center
Lnx/VMware
Support Center
Raleigh
Austin
Beaverton
Product
Engineering
4
© 2011 IBM Corporation
RTS (Remote Technical Support) ServicePac
ibm.com/services/us/index.wss/so/its/a1000229
Part numbered support for easy
attach to IBM hardware
Highlights
• Coverage Hours
• HW installation/configuration support
– 24x7 for critical problems (sev1)
• Software support (including defects)
– 9x5 for non-critical problems
• Voice support through 800-IBM-SERV (opt2)
• Term : 1 or 3 years
• Unlimited calls and callers
• System serial number entitled
Packaging and Supported Products
for System x
for System x with Datacenter
for Storage Devices
•
•
•
•
 “for System x” products, plus
 Microsoft Windows Server 2003 Datacenter Edition
•
•
•
•
•
•
•
•
System x, Blade Server
Windows and Linux
High Availability Clustering
IBM Director Suite
for System x with VMware





“for System x” products, plus
ESX Server, Virtual SMP
VMotion
VirtualCenter Mgmt Svr / Agent
Virtual Infrastructure Node (VIN)
5
for applications




Microsoft SQL Server
Microsoft Exchange Server
Microsoft Small Bus. Svr. (Std)
Microsoft Small Bus. Svr. (Prem)
DS300, DS400
FAStT100 / DS4100
FAStT 200
FAStT 600 / DS4300
FAStT 700 / DS4400
FAStT 900 / DS4500 / DS4800
Storage Manager
ServeRAID Manager
© 2011 IBM Corporation
Sample RTS Customer Calls
 Windows
 IBM Director
 Active Directory migration errors, when migrating
from NT to Windows 2003 Enterprise Server.
 How do I update my IBM Director levels using
Software Distribution?
 Why does Internet Explorer shut down when I click
the refresh button?
 Why is IBM Director causing 100% CPU utilization?
 I applied a hotfix and now the server won't boot.
 Why are my event action plans not sending SMTP
messages?
 Why are my cluster resources not coming online?
 Unable to discover IBM Director Agent.
 Linux
 System x
 How do I setup crashdumps in Linux?
 System won’t boot after updating driver.
 How do I install a Linux device driver?
 System randomly reboots.
 Do you have documentation on setting up NFS and
the mount command?
 How do I configure my ServeRAID adapter?
 Can you help with my installation of Linux?
 Blade server does not turn off during Linux
shutdown.
 VMware
 Storage
 How can I install a virtual machine from an ISO
image?
 Unable to map LUNs to the host group
 My ESX Server crashed. Can you help me
diagnose the panic?
6
 What ServeRAID version is compatible with
 File system corruption after upgrading FAStT
firmware.
© 2011 IBM
 When adding host ports, I receive a message
thatCorporation
they already exist.
System x/Windows/Linux/Storage RTS Portfolio
Premium
 Managed
 Proactive
Custom
Technical
Support

Enhanced
Technical
Support




Account
Advocate


Support Line

Base

 Reactive
support

RTS ServicePac


7
Customized support
Single Point of Contact for HW
and SW calls (24x7)

Optional add-on to Support
Line
Single Point of Contact

Optional add-on to Support
Line
Single Point of Contact for SW
calls (9x5 or 24x7)

Unlimited calls/callers
One contract for many
systems
Multi-year contracts available

Unlimited calls/callers
Attached to system/device
12 or 36 months of support











Initial on-site visit
Proactive/preventative advice
Enhanced response times
Service
Elite
Enhanced response
Priority Handling
Proactive support
Service
Elite
Escalation/problem
management
Account management
Monthly status calls
Service
Elite
24x7 or 9x5 coverage (all
severities)
Support on OEM systems
Support for MS/Lnx Applications
Service
Elite
24x7 coverage (severity 1)
9x5 coverage (all severities)
Part numbered
Service
Pac
© 2011 IBM Corporation
$ Impact of reduced IT availability due to a problem
 Proactive Support – Keep Outages From Happening
– Designed to reduce the number of events. Prevention is ALWAYS better than a cure
– Each event avoided = $517,000 savings for an average customer
 Reactive Support – Help Get The Systems Back Into Production ASAP
– Each hour that the impact of an event is shortened = $110,000 savings for an average customer
8
© 2011 IBM Corporation
Increase your business through Maintenance and Technical
Support Offerings from IBM
Five things to remember that will increase your business.
Attach
1. Attach support offerings with every product sale.
Renew
Upsell
Base Warranty
2. Upsell to a higher level of service
Extend
Add
3. Add Software Support
4. Extend to 4 or 5 years of support
© 2011 IBM Corporation
Build on the product sale through Maintenance and Technical
Support Services
Learn to attach service offerings to server sales, increase the value to your clients and your
business - now and for the future.
Upsell to Enhanced Technical Support
Add Software Support*
Upsell to a Warranty Service Upgrade
Base
Warranty
Extend to
4 or 5
years
Renew
and
protect
what
you
have
Attach
Renew
Upsell
Base Warranty
Extend
* Support Line on Storage devices covers ‘how to’ and usage type questions / issues.
Add
© 2011 IBM Corporation
Cost of downtime
Attach
Renew
The cost of a major outage per hour:
 $6.5M for Brokerage in the Financial industry
Upsell
Base Warranty
Extend
Add
 $2.6M for Credit Card sales in the Financial industry
 $150K for Pay-per-view in the Media industry
 $113K for Home Shopping TV in the Retail industry
Source: Standish Group Research
 $90K for Catalogue sales in the Retail industry
 $90K for Airline reservations in the Transportation industry
Outage prevention
 Most directly addressed by proactive and premium services.
 Resonates with clients, but lacks emotional power in the abstract
– Uncover “unexpected outages” that had a significant impact.
– Focus on understanding the client’s view of how many outages they can tolerate, and
how much risk they are willing to run.
– Understand the client’s “nightmare outage scenario.”
© 2011 IBM Corporation
IBM Maintenance & Technical Support Services
Technical Support Services
Hardware & Software Maintenance Services
© 2009 IBM Corporation
Base introduction and objectives
When you will have completed this Module you know
and understand the following:
– Be able to question the client around their
business needs
– Determine the need for Maintenance Services
– Describe the clients’ business value of using
IBM Hardware Maintenance Services
– Explain Maintenance and Warranty Service
Upgrades
– Identify the different contracting models
– Explain ServicePac and ServicePac Essentials
13
© 2011 IBM Corporation
Businesses are under increasing pressure to reduce costs,
improve service and manage risk.
Rising cost pressures
Higher service expectations
Fewer resources
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© 2011 IBM Corporation
Current Challenges
Managing the complex
Meeting external/internal
IT environment
requirements
Operating older
Beating the competition
ECONOMY
technology
CLIENT
Managing customer
Reducing Costs
and product data
Maximizing ROI
© 2011 IBM Corporation
Costs of downtime
Availability in
percent
Annual downtime
99.9999
30 seconds
 Revenue loss
99.999
5 minutes
 Productivity loss
99.99
52 minutes
 Customer loss or dissatisfaction
99.9
9 hours
 Damaged reputation
99.5
44 hours
 Penalties
99
88 hours
95
18 days
 Expense to restore systems “online”
© 2011 IBM Corporation
So what do customers value from a hardware support provider?
 Processes designed to optimize
performance
 Fast, efficient service to keep your
systems up and running
 Support aligned to your business
infrastructure and needs
 A history of integrity, expertise and
long-term financial stability
© 2011 IBM Corporation
Why IBM?
Our service professionals
 Leading breadth and depth of support expertise
– More than 2,800 service professionals
– In-depth training and skills enhancement
– Access to specialists and engineers
 Client relationships built on trust
Our support processes and tools
 Integrated service delivery model
 Virtually unparalleled support infrastructure
– Proprietary knowledge bases
– Leading-edge automation and tools
– Patented parts management
 Proactive support
– Problem prevention
– Minimize outages
IBM: Your trusted partner
© 2011 IBM Corporation
Services Integrated Support Infrastructure
Remote Monitoring
 Call home feature
 Remote diagnostics
System Monitor
Call Home
WW Parts Management System
Service Delivery Planning
 Service Parts
Supply Chain expertise
 Parts planning &
procurement
 Logistics
 Reutilization
 Inventory
Optimization





Product support planning
Maintenance package effectiveness
Serviceability requirements
Client call history
Performance monitoring
Customers
 Electronic access
 Self service
 Electronic
problem
submission
Integrated
IBM Maintenance and Technical
Support
infrastructure
Response Coordination
 Service rep availability
 Call assignments
 Skill profiles
 Entitlement
Worldwide Service
Databases
 Account information
 Product information
 Service applications
 Problem history
 Installation planning
IBM Service Rep
Remote Support Centers
 Wireless comm.
 Service call reporting
 Parts ordering
 Tech info
 Education
 Problem determination
 Technical action plans
 Problem
resolution
19
Users Entitlement Diagnostics
Status Data
DB
DB
PTF's/ Technical
Cust
APAR's
Pubs. Profile DB
Integration
TSKBS
Product
Information Systems
© 2011 IBM Corporation
Hardware Services: Warranty Service Upgrades
Key Points
• HW Warranty covers HW product defect support
• Warranty upgrades allow client to enhance the original base warranty by upgrading service level
response times
• Warranty options can be purchased during hardware acquisition or any time during the initial
manufacturer's warranty period
Base Warranty Service Option
Warranty Service Upgrade Options
• Service Level (includes parts and labor)
• Service Levels (includes parts and labor)
• 1 or 3 year warranty terms
• 4-Hour response time
• Same Day or Next Business Day response
time
• 24x7x2 Same Day Service
• On-site Repair or Limited On-Site Repair
(some parts are mandatory customer
replacement parts)
• 9x5x4 Same Day Service
• 24x7x4 Same Day Service
• On-site Repair (parts are replaced by IBM)
• Response times are average objectives. Service
levels available depend on the specific IBM product
purchased
© 2011 IBM Corporation
Hardware Services: Post Warranty Maintenance Service Options
• 24x7x2, same day service
• Every day, around the clock, including holidays
Key Points
•
MTS Maintenance options extend the support
received during the original warranty period
•
MTS Maintenance options can be purchased
during hardware acquisition, during the initial
manufacturer's warranty period or after warranty
has expired.
• Onsite response objective of 2 hours
• Typically used for business-critical systems, high-end machines
• 24x7x4, same day service  Most Popular
• Every day, around the clock, including holidays
• Onsite response objective of 4 hours
• Typically used for business-critical systems, high-end machines
• 9x5x4, same day service
• 8 a.m. to 5 p.m. in your local time zone, Monday through Friday (excluding holidays)
• Onsite response objective of 4 hours
• Typically used for low-end machines, for older technologies, or with less critical systems
• 9x5, next business day
• 8 a.m. to 5 p.m. in your local time zone, Monday through Friday (excluding holidays)
• Onsite response objective is to respond onsite before 5 p.m. the next business day
© 2011 IBM Corporation
Contractual Frameworks within Maintenance and Technical Support
ServicePac®
ServiceElite®
Main Offerings
Main Offerings
• Warranty Service Upgrade
• All MTS offerings
• Hardware Maintenance
Services
• Software Support
Main Features
• Flexible contract
Main Features
• Can include many different
systems
• Pre-packaged
• Annuity or Pre-paid
• For one system
• Auto Renew can be enabled
• Fixed, One-Time-Charge
Main Characteristics
• Main Characteristics
• Most used by Business
Partners
• Simple
• Reflects desired support for
all products
• Pre-defined
• “Service in a box“
• Flexible payment types
• Hardware aligned
22
• One contract allows for
business control
© 2011 IBM Corporation
ServicePac Highlights
Key highlights
 Convenient
 Simple
 Standard Terms and Conditions
 Standard ‘off the shelf’ range of offerings and prices
Service Options include:
 Up to 5 years of warranty and maintenance upgrade
 Upgrades and/or extends the standard warranty service
 5x9 or 7x24 options
 Combined Hardware and Software support offering
23
© 2011 IBM Corporation
ServicePacs Available For:
 Warranty Service Upgrades and Maintenance, with varying Service Levels to meet
Customer Needs, for example:
7 days x 24 hours
5 days x 9 hours
On-site Next Business Day
 Software Support, for example:
Microsoft Support
VMware Support
Linux Support
IBM Director Support
 Post Warranty (annual support extension for System x and BladeCenter)
IBM Product Selector Tool - Web Version
https://www-304.ibm.com/sales/gss/download/spst/servicepac
24
© 2011 IBM Corporation
IBM ServicePac for Essential Support for System x and BladeCenter
Provides a single source for your IBM System x and IBM BladeCenter®
hardware and software support needs
Features
Benefits
 Single comprehensive service and price
 Minimizes the lost productivity caused by system
downtime with fast, convenient exchange and
repair services
 Unlimited calls and callers
 Software and Hardware usage support
 Hardware repair
 Frees up internal IT resources to focus on driving
core business
 Supports mission-critical operations with roundthe-clock maintenance services
 Controls maintenance expenses with fixed-price
services
 Ensures peak operation of existing equipment
Why IBM?
 Round-the-clock service every day, including IBM holidays
 A packaged, part-numbered service that is easy to buy, sell and activate
MTP03067-USEN-00
© 2011 IBM Corporation
ServiceElite Highlights
Key highlights
 Flexible terms & billing options
 Easy to add or remove HW or SW support
 Auto renew
 Ability to add multiple services to a single contract
Service Options include:
 Pre-pay discount for multiple years
 Incentives for longer term contracts, adding
multiple services and prepaid billing
 Allows machines to be added with coterminous
contract end/renewal dates
26
© 2011 IBM Corporation
ServiceElite Available For:
 All IBM and many OEM hardware platforms with standard Service Levels
to meet Customer Needs, for example:
7 days x 24 hours
5 days x 9 hours
On-site Next Business Day
 Software Support, for example:
Support Line
Account Advocate (AA)
Enhanced Technical Support (ETS)
Custom Technical Support (CTS)
 Both hardware and software support available in one integrated
ServiceElite contract
27
© 2011 IBM Corporation
Maintenance and Technical Support Summary – available contract
options for ServicePac and ServiceElite
ServicePac
ServiceElite
Features
•Simple packaging
•Part number driven; line item on your hardware order
•Fixed price & fixed term make budget Planning Easy
•Prepay
•Electronic signature and activation required for
Entitlement
•Flexible terms
•Non-IBM equipment
•Auto Renew
•Customer number driven
•Flexible billing options
•Enhanced tech support
•Easy to add/remove HW & SWS
•Supports addition of multiple services on one contract
Benefits
•Saves time
•Easy to quote/sell/order
•Faster sales cycle
•Simply purchase additional coverage via part number No automatic renewals
•Annuity streams drives more revenue
•Improved value add & customer sat thru advanced notification of
expirations
•Improves account control and asset management
Sold via
•Part number
•Contract
Platform
•System x, BladeCenter, Intellistation, Storage,
Printers, Point of sale
•System x, BladeCenter, Intellistation, Storage, Printers, OEM,
Power, System p, System i, System z
Offerings
•Essential Support Warranty Service Upgrades
•Essential Support Post-Warranty Maintenance
•WSU - Warranty Service Upgrades
•MA - Post Warranty Maintenance
•Remote Technical Support
•Installation/Implementation Services
•WSU - Warranty Service Upgrades
•MA - Post Warranty Maintenance
•Support Line
•Software maintenance ( i,p,z)
•Enhanced Technical Support
•CTS & ESO
•Account Advocate
•Microcode Support Services
•Hard Drive Retention
© 2011 IBM Corporation
Maintenance and Technical Support Summary– available contract
options for ServicePac and ServiceElite
ServicePac
ServiceElite
Terms
•WSU - 3,4,5 Yrs
•RTS - 1 & 3 YR
•MA – 1 & 2 YR
•Flexible
Discount
•Prepay applied in one-time charge
•No credits or proration of unused years
•Pre-pay discount for multiple years and tiered pricing
•Provides incentives for longer term contracts, adding multiple
services and prepaid billing
•Allows machines to be added with coterminous contract
end/renewal dates
•Special bid eligible under unique situations (i.e., TEP, HPDA)
ServicePac or
ServiceElite?
•Small opportunity; few machines
•No management of assets
•Customers that require part number format to
purchase
•Larger install base
•Customers wanting one contract that could include multiple
locations
•Rollouts
•10+ Servers for software support = better pricing
•Customer needs coterminous billing
•Customer needs asset management
Activation
•Performed via web (details in order confirmation
email):
•http://www.ibm.com/servicepac
•IBM activates service upon receipt of signed contract and
acceptance by IBM
Entitlement
•Provide machine type and serial number to 1-800IBM-SERV
•Provide machine type and serial number or customer # to 1800-IBM-SERV
© 2011 IBM Corporation
Selecting customers for Hardware Maintenance Services
Hardware Maintenance is a cross-industry offering. It applies to small customers as
well as large enterprises.
How do you identify customers for Hardware Maintenance:
– Prime targets are clients purchasing new equipment
– Clients that want the enhanced security of getting both IBM and non-IBM support from
a company recognized a leader in the service industry
– Client accounts with products still under warranty or no contract for on-going support
– Existing Maintenance accounts
– Clients who have had unsatisfactory experiences with their third-party maintainers
30
© 2011 IBM Corporation
Qualifying questions when working with clients
Ask about:

Business objectives and availability targets

Help needed to maintain their hardware environment

Desire for a single, highly qualified maintenance service provider

Help in reducing the financial and customer satisfaction risks

Maintaining the IT-systems critical to achieving organizational growth

Needing a total maintenance solution, including both IBM and non-IBM hardware
support
31
© 2011 IBM Corporation
Call to Action and Qualifying Questions
 Qualifying questions are:
– Is the workload of the machine mission critical for your business?
– Are the basic or standard levels of support sufficient for your business needs?
– Do you feel comfortable and are there skilled people available at your location that can
maintain your service level objectives?
– Would you be interested in a support contract backed by the one of the world’s premiere
service companies with a long and sustained history for exceptional support?
32
© 2011 IBM Corporation
Business Partner Education Series
“Using IBM Financing to Drive TSS Multi-year Sales"
TEAMING WITH IGF
Presented by Stephen Dunn
Ingram Leasing Specialist: Bill Papaj
800-456-8000 X65285, william.papaj@ingrammicro.com
IBM Technical Support Services
Channel Sales
© 2009 IBM Corporation
TEAMING WITH IGF TO GROW YOUR BUSINESS
Financing Multi-Year Prepaid Maintenance
 Clients are universally challenged with operating cost
reduction
 Multi-year Price Protected Solution Financed with IGF
 Restructure Existing Contracts
 Recognition Up-Front for Multi-Year Prepay
 Increase Revenue and Margin 3-5X
© 2011 IBM Corporation
Value Statement
Business Partner Value Statement
 Upfront Revenue and Commissions
Recognition of Entire Contract
–
–
–
–
Increase revenue and margin by 4x
Protect Margin
Avoid DSO (Days of Sales Outstanding)
IGF Fees
 Lock out competition for a longer period of
time.
– Protect account foothold by “sweeping” the
location
– Reduce renewal request and focus on
hardware/solution sales
 Increase Revenue by adding Enhanced
Services
– Account Advocate
– Enhanced Technical Support (ETS)
– Customer Technical Support (CTS)
 Improve Client Satisfaction
Client Value Statement
 Reduce maintenance expense over the term
of the contract
– Take advantage of term and prepay discounts
– Avoid 3-5% in annual price increases due to
price protection
– Add new equipment to contract mid-term using
pricing that was in effect at original contract start
date
 Reduce administrative and processing
costs of managing yearly contract renewals
– Spend more time on core business and priority
projects
– Save time by getting a single approval instead of
one each year
– Reduce the chance of costly lapse in coverage
– Allow the flexibility of paying on a quarterly or
annual billing frequency
 Ability to add and delete machines from
productive use
– Original IGF invoices will be fixed.
– Credit is provided by business partner and may
be applied to IGF invoice
– Debit may be financed conterminously
© 2011 IBM Corporation
Deal Scenario
Multi-year Prepaid Maintenance Financed with IBM
Global Financing
5 Year Prepay Estimate
Estimated Annual Payment
Estimated 5 Year Cost (without discounts)
Less Term Discount - 6%
Less Prepay Discount - 7.83%
Estimaed Prepay using Term and Prepay Discount
Annual Price Increases
Estimated Cost / Savings
1 Year Prepay (assumes annual price increases)
5 Year Peridioc Billing with Full Price Protection - 6% Uplift
5 Year Prepay Financed with IGF Easypay
1 Year Renewal vs Periodic Billing Savings
Estimated End User Savings (%)
1 Year Renewal vs IGF Easypay Savings
Estimated End User Savings (%)
5 Year Periodic Billing vs IGF Easypay Savings
Estimated End User Savings (%)
$
$
$
$
$
100,000
500,000
470,000
433,199
433,199
5%
Year 1
100,000
99,640
98,319
360
$
$
$
$
Year 2
$ 105,000
$ 99,640
$ 98,319
$ 5,360
Year 3
$ 110,250
$ 99,640
$ 98,319
$ 10,610
$
$
$
$
$
1,681 $
6,681 $ 11,931 $
$
1,321 $
1,321 $
Estimated Margin stated by Business Partner
Estimated Margin
1 Year Prepay (assumes annual price increases)
10%
Year 1
$
10,000
Total Margin with 5 Year Prepay Financed with IGF
5 Year term Prepaid Margin
IGF Fee - (.75% of Amount Financed)
Total Margin with Prepaid and Financed with IGF
$
$
1,321 $
Year 4
115,763
99,640
98,319
16,123
Year 5
$ 121,551
$ 99,640
$ 98,319
$ 21,911
Total Cost
$ 552,563
$ 498,200
$ 491,594
$ 54,363
9.84%
17,444 $ 23,232 $ 60,969
11.03%
1,321 $ 1,321 $
6,606
1.33%
$43,320
3,249
46,569
© 2011 IBM Corporation
Proposal Example Benefits of a 5 Year Prepaid Maintenance Contract
with IBM Global Financing Easypay
 Client’s long term maintenance expense will be significantly
reduced
– Cumulative cost savings over 5 years total $60,000
– Prepaid IBM Maintenance contract billed Annually with IBM Global Financing Easypay
 Client will Lock-in your current price longer while avoiding 3% to
5% annual price increases
– Current renewal process does not lock-in pricing
– New machines are added to the contract based on the contract start date
 Fixed Invoice from IGF will simplify Client’s maintenance
budgeting process
– Annual payments billed in advance using IGF Easypay at 0% effective interest rate
– Sign an IGF Services Software Financing Agreement
 Client can easily add and delete machines through the life of the
contract
– Credit is provided by Business Partner using the current process
– Debits may easily be financed on a co-terminous basis or may be paid in cash
© 2011 IBM Corporation
Financial Summary of Prepaid Maintenance Solution
5 Year Prepaid Maintenance Option
Total amount paid with annual renewals
Total amount billed by IGF
$552,563
$491,594
IGF EasyPay Total cumulative savings
Avoid annual price increases of 3- 5%
New machines are added based on Contract Pricing
$60,969
Cash Flow Comparison
Assumes Annual Price increases of
Year
Year
Year
Year
Year
1
2
3
4
5
Annual Renewal
$100,000
$105,000
$110,250
$115,763
$121,551
5%
IGF Annual Billing
$98,319
$98,319
$98,319
$98,319
$98,319
Sign an IGF Software Services Financing Agreement
–Billed annually in advance
–Applicable sales tax is not included
© 2011 IBM Corporation
Changes in Requirements to Sell IBM Maintenance Services
VAE requirements to sell maintenance on:
 Power Systems, including IBM System i and IBM
System p (except Models p505 and p510), have
been replaced with Customer Value.
 IBM Point of Sale (POS) have been modified and
include enhanced sweep provisions.
 IBM System z remains unchanged.
 There is no VAE or Customer Value requirement on IBM
System x or IBM System Storage, nor a prior hardware sale
requirement.
 There is no VAE or Customer Value requirement on any IBM
ServicePac, nor a prior hardware sale requirement.
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© 2011 IBM Corporation
Additional Sales Opportunity Through “Sweep”
Business Partners may
sweep uncovered
With qualifying hardware (HW) sales in Group:
hardware in the
GROUP
Business Partners may
sweep uncovered
hardware across the
Customer Enterprise
Customer Establishment
in Group(s):
in Group(s):
1
2
IBM System z
IBM Power Systems (including
1
IBM System i and IBM System p,
but excluding Models p505 and
p510)
IBM System p (Models p505
and
2
3
2
and p510 only)
and
4
4
IBM BladeCenters
3
IBM Point of Sale (POS)
3
44
IBM System x *
IBM System Storage *
4
3
and
4
4
* Maintenance may be sold independent of a prior hardware sale
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© 2011 IBM Corporation