IBM AIS Wireless - Data Collection Support

Overview

Software support is provided to IBM Data Collection (DC) customers via a two-tiered support structure, which includes:

  1. Annual Data Collection Asset Support Services - (Fee-based) - *
  2. Annual Data Collection Solution Support Services - (Fee-based) - Custom Solution - **

*
This support offering has also been referred to as "Annual Data Collection Product Support Services"
**
This support offering has also been referred to as "Annual Data Collection Project Maintenance and Support Services"

Both of these support offerings entitle customers access to the most current DCConnect program fixpacks which include not only the latest fixes but also new features.

IBM will post final availability dates and further announcement information on our IBM Data Collection web site at: http://www.ibm.com/software/data/dcconnect.

  1. Annual Data Collection Asset Support Services Offering:

    This base support services offering includes the terms to provide annual maintenance and support services to the customer for the IBM Intellectual Property Services Component: Data Collection which consists of two features below:

    1. Licensed copies of IBM Data Collection (DCConnect) Server (6949-15Q features 4584 and 4585), and
    2. Licensed copies of IBM Data Collection (DCConnect) Client (6949-15Q features 4586).

    or for the DCConnect family of products at version 1.4.0 or later (which can be upgraded to the latest version by applying the latest fixpacks).

    IBM will provide this base DC annual maintenance and support services offering for a period of one year. These services provide support via telephone assistance for routine post-installation and usage ("how-to") questions and for code related problems for DC.

    1. Annual Support Services allows the customer to obtain assistance from IBM for DC-specific, task-oriented questions regarding the installation/operation of DC. This support includes:
      • short duration problems involving:
        • installation
        • usage (how-to)
      • IBM code defects
      • specific usage/installation questions for documented functions
      • technical references to publications
      • assistance with interpretation of publications
      • IBM database searches
      • access to a full technical support team, including development resources on the customer’s behalf

      In the course of providing these services, we may refer the customer to IBM product documentation or publications, or we may be able to provide a direct answer to assist the customer.

    2. Support will be available during Prime Shift (M-F 8:00am – 5:00pm eastern time zone US; excluding national holidays). Severity 1 problem support is available 24 hours per day, 7 days per week.

  2. Annual Data Collection Solution Support Services Offering:

    IBM will provide the customer with annual solution maintenance and support services for the installed Data Collection solution. IBM will provide Single-Point-of-Contact (SPOC) support to the customer for a period of one year. This support services offering is intended to provide coordination and facilitation of initial problem determination and source identification, with workaround and/or problem resolution for the customer’s entire data collection solution.

    In addition to providing the customer all of the support that is documented in the "Annual Data Collection Asset Support Services" offering above, this annual solution maintenance and support service consists of providing the following solution maintenance and support services components: