 With renewal of DPS Software Maintenance, our customers will now receive a Total System Review (TSR) at no additional charge. As a part of DPS Maintenance Support, TSR provides an annual review of customer technology infrastructure.
What is it?
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For Clients on Software Maintenance, a software support analyst (SSA) is assigned to your account. They are familiar with your installation: modules installed, modifications, personnel processes. This SSA becomes your primary contact for software support issues. They are also available to provide training and other custom services on a fee basis.
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You receive priority telephone support for usage issues — up to a specified number of hours per year. Additional hours may be purchased. Usage support includes user questions and problem determination. It does not include programming or training services, except when program defects are being corrected.
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You receive free access to all DPS alerts (program fixes and new features). Your SSA will be happy to transmit any alert you request. Installation may be performed for an additional fee.
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You will receive updates of the DPS base package with each new release. Reinstalling modifications can be provided for an additional fee.
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You may prepay future years to lock in support costs and receive a prepayment discount.
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Software Maintenance contracts include an extended warranty — reproducible package defects will be corrected at no charge.
What does TSR do?
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System Review, utilizing IBM Performance Management (PM) for System i5. Hardware performance reports will be provided. Factors measured include: CPU utilization, storage utilization, transactions, response time, communication line utilization, trends, and recommended maximum thresholds. Where thresholds are being exceeded or projected to be exceeded in the next 12 months, a recommended upgrade path and cost will be presented. Note that in order for IBM to provide DPS (as your IBM Business Partner) with access to this data, you, IBM's customer, must authorize this by completing the Business Partner Authorization Form and returning it to IBM Rochester.
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Software Review, covering modifications delivered, programming hours delivered, training classes delivered, and costs. A discussion on additional programming, training, or other software services will conclude this section.
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Support Review, including a summary of support calls, hours provided, problem summaries, and alerts delivered. A discussion on future support needs, including contract renewal prices and custom support (if applicable) will conclude this section.
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The product of this review process will be a support plan for the following year, covering hardware and networking, software enhancements, and support.
DPS Support Offering
When authorized by you, our Client, DPS will prepare summarized reports and recommendations as part of the Total System Review, now included with DPS Software Maintenance Contracts. For more information about how to activate PM for System i5 visit this IBM website.
OK! How do I sign up?
Download and print out the PDF form via the link at the bottom of this page. You can also contact your SSA by calling 1-800-654-4689.
PM for System i5 Authorization Form |
