IBM Europe, Middle East, and Africa Hardware
Announcement ZG14-0114
IBM is a registered trademark of International Business Machines Corporation
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Benefits
Increased uptime:
The Electronic Service Agent tool is designed to enhance the
Warranty or Maintenance Agreement by providing faster hardware error reporting
and uploading system information to IBM Support. This can translate to less wasted
time monitoring the "symptoms," diagnosing the error, and manually calling IBM
Support to open a problem record. Its 24 x 7 monitoring and reporting mean no
more dependence on human intervention or off-hours customer personnel when
errors are encountered in the middle of the night.
Security:
The Electronic Service Agent tool is designed to be secure in monitoring,
reporting, and storing the data at IBM. The Electronic Service Agent tool securely
transmits either via the Internet (HTTPS or VPN) or modem, and can be configured
to communicate securely through gateways to provide customers a single point of
exit from their site. Communication is one way. Activating Electronic Service Agent
does not enable IBM to call into a customer's system. System inventory information
is stored in a secure database, which is protected behind IBM firewalls. It is viewable
only by the customer and IBM. The customer's business applications or business
data is never transmitted to IBM.
More accurate reporting:
Since system information and error logs are
automatically uploaded to the IBM Support center in conjunction with the service
request, customers are not required to find and send system information, decreasing
the risk of misreported or misdiagnosed errors. Once inside IBM, problem error data
is run through a data knowledge management system and knowledge articles are
appended to the problem record.
Customized support:
Using the IBM ID entered during activation, customers can
view system and support information in the "My Systems" and "Premium Search"
sections of the Electronic Support Web site at
http://www.ibm.com/support/electronic
My Systems provides valuable reports of installed hardware and software using
information collected from the systems by Electronic Service Agent. Reports
are available for any system associated with the customer's IBM ID. Premium
Search combines the function of search and the value of Electronic Service Agent
information, providing advanced search of the technical support knowledgebase.
Using Premium Search and the Electronic Service Agent information that has been
collected from your system, customers are able to see search results that apply
specifically to their systems.
For more information on how to utilize the power of IBM Electronic Services, contact
your IBM Systems Services Representative, or visit
http://www.ibm.com/support/electronic
Terms and conditions
Volume Orders
Contact your IBM representative.
Products - terms and conditions
Warranty period
The TS4500 tape library: One year
IBM LTO Ultrium and 3592 media: Warranted separately
An IBM part or feature installed during the initial installation of an IBM machine is
subject to a full warranty effective on the date of installation of the machine. An
IBM part or feature that replaces a previously installed part or feature assumes the
