IBM Passport Advantage (PA) is a well-known program designed to provide its customers with a flexible and cost-effective licensing process for IBM software products. As part of this program, IBM offers a service level agreement (SLA) that outlines the terms and conditions of the services provided to the customers. This article will delve into the IBM Passport Advantage service level agreement and what it entails.
What is Service Level Agreement (SLA)?
A service level agreement is a legal contract that outlines the terms and conditions of services provided by a vendor to a customer. In the IT industry, SLAs are used by vendors to guarantee a specific level of service quality to their customers. This agreement sets expectations for both the vendor and the customer to ensure that the services provided are of a certain standard.
IBM Passport Advantage Service Level Agreement
The IBM PA SLA outlines the terms and conditions of the services provided by IBM to its customers. The SLA covers several aspects of the services provided by IBM, including support services, software updates, and maintenance services.
IBM provides support services to its customers through various means, including telephone, email, and online chat. The IBM PA SLA promises a response time of less than two hours for severe issues and 24 hours for less severe issues. The SLA also outlines the severity levels of issues and the corresponding response times.
IBM provides its customers with access to software updates and upgrades as part of the PA program. The SLA outlines the frequency of updates and upgrades and the responsibility of IBM to provide these updates.
IBM offers maintenance services to its customers to ensure that the software products are running correctly. The SLA outlines the procedures for maintenance and the responsibility of IBM to provide these services.
Benefits of IBM Passport Advantage Service Level Agreement
The IBM PA SLA provides many benefits to its customers, including:
1. Guaranteed service quality: The SLA guarantees that the services provided by IBM meet a certain standard.
2. Clear expectations: The SLA outlines the expectations of both parties, ensuring a clear understanding of the services provided.
3. Improved customer satisfaction: The SLA helps to improve customer satisfaction by providing a reliable and dependable service.
In conclusion, the IBM Passport Advantage service level agreement is a crucial aspect of the program that ensures a high level of service quality to its customers. The SLA provides a clear understanding of the services provided by IBM and sets expectations for both parties. As a customer of IBM PA, it is essential to understand the SLA and its terms and conditions to ensure that you are getting the most out of the program.