IBM > Global Services

Effective June 1, 2012, IBM Global Technology Services, Technical Support Services (TSS), is withdrawing the Business Partner Close Rate Performance Program for Client View in the United States.

This Program, that provided leads to qualifying Business Partners, was originally announced in IBM Channel Communications Number CC1007-227, dated July 30, 2010.

Leads will no longer be made available to Business Partners through the Total View Report after June 1, 2012. Leads previously received by Business Partners will remain in effect, along with any associated VAE waivers, until November 30, 2012.

The Business Partner Close Rate Performance Program withdrawal will not impact access to standard Client View data that may be reflected in Total View Reports or MCLM for Business Partners that have a current relationship with accounts on the Client View list.

Questions about this letter should be directed to Lezley Barth at lbarth@us.ibm.com or Jimmy Taylor at jtaylor4@us.ibm.com.

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Effective Tuesday, May 8, 2012,
- One (1) new service offering will be available in the Contract Handling International Solution ("CHIS") and IBM Services Assistant Tool ("ISAT").
- One (1) service offering has been modified
- Six (6) service offerings have been expired or withdrawn from marketing.

In addition, several print changes have been made updating the IBM Customer Agreement (ICA), International IBM Customer Agreement (IICA), Master Services Attachment (MSA), Statement of Work (SOW), and Change Authorization (CA).

Service offerings available to be sold by the Business Partner Channel is available on ServiceElite contract types: SELBASIC, SELDIST, SELDISTINT, SELDISTRF, SELREM, SELREMINT, SELREMRF.

A full list of the new/modified/expired or withdrawn service offerings and print changes are available in the attachment below and will also be available on May 8, 2012, on PartnerWorld/Services>Document Library>ISAT Resources.

QUESTIONS: Should be directed to the ISAT Help Desk by selecting the Related Link Option within ISAT; click on BP Issue Submission. Complete the Level 1 Issue Log. Acknowledgement will be within two hours; resolved within 24 hours and/or updated status available every 24 hours.

Attachment: ISAT Release 36P 05-08-12.pdf

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

REMINDER: Effective April 24, 2012, IBM Global Technology Services is modifying the Maintenance Authorization, with significant changes.

This modification updates text contained in the Authorization to Sell IBM Hardware Maintenance (HWMA) and IBM Software Maintenance (SWMA) Services, superseding IBM Channel Communication Letter CC1112-314, dated December 20, 2011.

SUMMARY
• Removal of servers or MES model/processor upgrades acquired from IBM Global Financing (IGF) from eligibility as Qualified IBM Hardware for a maintenance agreement sweep
• Addition of IBM PureFlex™ System and IBM PowerLinux products within Groups 2 and 4
• Addition to the Replacement Business Partner Guidelines for maintenance/services only on IBM Power Systems
• Update to Services Sales on Used Equipment
• Addition of a new Storwize category with eligible "high-end" IBM System Storage products or product families under the Maintenance Management Services for General Business Program


Questions: Please click on revision to Questions & Answers attachment

Complete details can be found on the Modification to Requirements to Sell IBM HWMA and IBM SWMA and "Sweep" charts attachment

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Plan to join us to learn more about what TSS offerings are packaged as standard for the new solutions and other services that enhance support with each system. IBM will help you understand how to drive value and differentiation through TSS services proposed with each of the expert integrated systems.

These monthly TSS calls for Business Partners are held the second Thursday of each month at 12:00 noon ET. You are encouraged to mark your calendar now to hold the time on these dates.

Call Logistics:
Dates: May 10, June 14, July 12, August 9, September 13, October 11, November 8
Time: 12:00 noon - 1:00 p.m. ET
Call-in #: 888-889-5798
Passcode: muscleup2012

Charts will be posted prior to the call on the PartnerWorld Services training page (look under Technical Support Services).

If you have a suggestion for a topic, contact Dawn Givens at dgivens@us.ibm.com.

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Action: Process Instructions for IBM Technical Support Services required for New IBM PureFlex System foundations

IBM Business Partners are required to include pre-defined Technical Support Services (TSS) with each initial sale of IBM PureFlex. Eligible IBM Business Partners can receive an additional discount on their hardware order from their authorized IBM U.S. Distributor when they acquire eligible new PUREFLEX System products for an End User.

In order to qualify as an IBM PureFlex System, all orders must include the minimum pre-defined Technical Support Services. The PureFlex discount bid code is dependent on ordering services.

Technical Support Service offering details in the IBM Services Assistant Tool (ISAT) and Contract Handling Information System (CHIS) have been updated to reflect the service options available and are listed in the attached pdf document: IBM PureFlex System - Technical Support Services

CALL TO ACTION:
Propose the pre-defined Technical Support Services with every new IBM PureFlex System and the sell the benefits to increase customer satisfaction and give your clients the support they need to be successful.

The use of eConfig is strongly recommend to create your PureFlex System foundation.

• Foundations will be visible in xConfig in April, but will not be orderable in XCC/HVEC. Any foundations configured in xConfig must be translated to eConfig. Techline can assist with this translation.
– If IBM Techline is engaged directly to help create a config, Techline will use eConfig not xConfig.

• No Foundations will be fulfilled in XCC / HVEC at announcement until IBM Storage is available in System x later in this year (target 3Q 2012).


For complete details on IBM PureFlex System and Business Partner Order Process, please refer to U.S. Channel Communication Letter CC1204-098, dated April 11, 2012, or visit PartnerWorld TSS web site at http://www.ibm.com/partnerworld/page/svc_com_sof_intsysexp

For Questions about this announcement, contact your IBM Distributor or Channel Services Specialist.

For Sales Engagement Support:
Mike Murl at mlmurl@us.ibm.com (East)
Mike Shivers at mdshive@us.ibm.com (West).

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Effective April 1, 2012 IBM Technical Support Services is changing the way scope and contract discount/uplift percentages are applied to IBM commercial services contract pricing.

These changes apply to IBM ServiceElite, ServiceSuite and ServiceElect contracts. The IBM Services Assistant Tool (ISAT) and the Contract Handling Information System (CHIS) are being updated to reflect these changes and are available at proposal time using the IBM Services Assistant Tool (ISAT).

Overview of Incentive Changes:
• All net-new proposals created on or after April 1, 2012 with a proposal start date equal to or greater than April 1, 2012, will receive the new term and/or full term price protection uplift incentive changes.
• All new proposals created after April 1, 2012 will not receive the scope incentive.
• Any renewal proposals or contracts will receive all new incentive changes.
• "Add to contract" proposals will maintain the scope, term and/or full term price protection incentives of the parent contract.


Note: Business Partner Federal Remarketer contracts will not be affected by these incentive changes (contract types are SELDISTRF and SELREMRF).

Scope Incentive Changes
Scope Incentive changes will affect proposals as follows:
• New proposals created before April 1, 2012, will continue to receive scope through for the first term of the contract after registration.

• New proposals created on or after April 1, 2012, will not receive scope.

• Any "add to contract" proposal will maintain the scope characteristics of the parent contract.

Scope Incentive changes will affect renewal proposals and contracts as follows:
• If a renewal proposal eligible for scope was priced before April 1, 2012 with a term start of April 1, 2012 or greater, it would have priced including scope incentive, but upon renewal, billing will not include the scope incentive.

Renewal proposals are for budget and planning only and prices or incentives in effect on renewal date will apply.

Note: For any contract with a renewal term start of April 1, 2012 or greater, the billing generated upon renewal will not include the scope incentive.

Scope Incentive changes will affect proposals or contracts that were created via "copy identical" or "copy with options" as follows:
• Any copy of a proposal or contract made on or after April 1, 2012, will not include scope.

Term and Full Term Price Protection Incentive Changes
• New proposals with a start date and create date before April 1, 2012, the proposal price will be calculated using the term incentive or full term price protection uplift in effect prior to April 1, 2012.

• New proposals with a start date before April 1, 2012 and created after April 1, 2012, the proposal price will be calculated using the term incentive or full term price protection uplift in effect prior to April 1, 2012.

• New proposals with a start date greater than or equal to April 1, 2012 and a create date before April 1, 2012, the proposal price will be calculated using the term incentive or full term price protection uplift in effect prior to April 1, 2012.

• New proposals with a start date greater than or equal to April 1, 2012 and created after April 1, 2012, the proposal price will be calculated using the new term incentive or full term price protection uplift announced on April 1, 2012.

• Any "add to contract" proposals will maintain the term incentive and/or full term rice protection uplift of the parent contract

Term and Full Term Price Protection incentives changes will affect renewal contracts/proposals as follows:
• For auto-renewing contracts with an April 1, 2012, or later, renewal date where it retains the same contract number, the billing generated at renewal will be calculated using the newly announced incentive changes; if a renewal proposal was created prior to April 1, 2012 for an April 1, 2012, or later, renewal term/contract, the proposal price will not match the billed price. (Renewal proposals are budget and planning only).

• Any contract with an April 1, 2012 term start date or greater, the billing generated will be calculated using the newly announced incentive changes.


Merge "Add to" Contract proposals:
• Any merge "add to" contract will maintain the incentive and/or uplift characteristics of the parent contract

If action is taken on or after April 1, 2012 for "copy identical" or "copy with options" where the proposal start date is changed, the following applies:

On "copy identical" or "copy with options" and changing the start date to April 1, 2012 or greater, the contract start date will determine which incentives and/or uplift applies.

• Example: If the proposal start is prior to April 1, 2012, the proposal price will be calculated using the term incentive or full term price protection uplifts in effect prior to April 1, 2012. If the proposal start is equal to or greater than April 1, 2012, the proposal price will be calculated using the term incentive or full term price protection uplifts announced on April 1, 2012.

• In addition, "copy identical" can cause the following reporter message:

• Original pricing option is not eligible for the copied proposal. Default pricing option of the active WhoWhatWhom was assigned.

• If you receive this message you need to verify your pricing option. If the default pricing option is not what you require, select the correct pricing option and continue.

For additional details on this announcement, Business Partners should refer U.S. Channel Communications Letter CC1204-084 dated April 1, 2012.

ISAT questions should be directed to the ISAT Help Desk by selecting the Related Link Option within ISAT; click on BP Issue Submission. Complete the Level 1 Issue Log. Acknowledgement will be within two hours; resolution within 24 hours and/or updated status available within 24 hours and/or updated status provided every 24 hours.

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

IBM Global Technology Services is announcing a new Warranty Exit Notification Program for IBM System x. This program will begin on March 21, 2012, and run through December 31, 2012.

Clients that have System x machines installed at their location that will be expiring from warranty within 90 days will be sent an email notification advising them to take action in order to avoid a lapse in coverage. Follow up emails will be sent to those clients who have not signed a maintenance agreement within 45 days of expiration. A final email will be sent to clients upon warranty expiration.

The Maintenance Contract Lifecycle Management (MCLM) tool will be utilized to obtain the listing of machines expiring from warranty. These notifications will be sent based on email addresses that IBM has on file.

For machines sold by a Business Partner, the email notification to the client will include the Business Partner name or generic Business Partner reference as the appropriate party to contact in order to sign up for a follow on maintenance agreement.

Business Partner Seller Actions:
• Understand the Warranty Exit Notification Program.
• Work with your clients that contact you as a result of this email notification program in order to sign a maintenance agreement.
• Continue to execute your own programs to make sure your customers know about machines that are coming off warranty without a maintenance contract in place in order to avoid lapses in coverage and potential customer satisfaction issues.

For questions or more information regarding the Warranty Exit Notification Program, contact your IBM Maintenance and Technical Support Services Channel Sales Representative or IBM Distributor.

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Effective April 1, 2012, the word document (link below) must be filled out when requesting that a machine be cancelled from an existing maintenance agreement and the requestor is asking IBM to place the machine(s) in an OPU status.

By submitting this document to IBM, the IBM Business Partner is certifying the selected status of the machine(s) is correct and if found otherwise, that they agree to be subject to termination charges and potentially retro charges as per the terms of the Master Services Attachment for ServiceElite (“MSA”) and the Contracting Guidelines document.

NOTE:
Incomplete documents will not be processed and could delay any credit due.

OPU requests submitted without the attached document completed will be rejected by SCF - causing delays in receiving a potential credit.

Document for Submitting Out of Productive Use (“OPU”) Cancellations.

Document can also be found in PartnerWorld on PartnerWorld/Services/Document
Library/ServiceElite/Sales Tools

Click here for Complete Details and Cancellation Scenario's

Any questions regarding termination, cancellation, or Out of Productive Use (“OPU”) should be first directed to your Services Customer Fulfillment (“SCF”) Business Partner Focal. If further questions still exist, please contact Bruce Krol at (brkrol@us.ibm.com).

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

IBM Global Technology Services (GTS) is announcing a new Enhanced Services Customer Incentive Program for Maintenance and Technical Support Services running from February 13, 2012, through June 30, 2012.

To help jumpstart 2012, this program will focus on increased contract signings for:

- Account Advocate (AA)
- Enhanced Technical Support (ETS)
- Custom Technical Support (CTS)
- Enterprise Support Option (ESO)

The Enhanced Services Customer Incentive Program offers an additional customer discount for eligible clients:

• Account Advocate: additional 3% off List for first year*
• ETS: additional 5% off List for first year*
• CTS/ESO: additional 8.3% for first year*

*Discounts associated with this program must be passed on directly to the customer in their entirety.

Eligibility Criteria:

1. Customer must be net new to the Enhanced Service or net new to the Enhanced Service on a particular platform

2. IBM Business Partner must get approval via Remote Technical Support (RTS) SWS Request form process for client participation

3. Eligible Services (listed above)

4. Enhanced Services contract for these eligible services service must be placed on a Contract Handling Information System (CHIS) / ServiceElite contract and be accepted by the IBM Customer Support Organization (CSO) before the program end date.

5. Discounts associated with this program must be passed directly on to the customer in their entirety

Click here for Program Channel Process and Q&A.

Additional Questions on this Enhanced Services Customer Incentive Program, contact your IBM Global Services Channel Sales Support Representative or IBM Distributor.

Assistance with the RTS SWS Request Form or submissions using Contracts OnLine
Maria Scotto di Carlo at mariaman@us.ibm.com - Geralyn Barker at gbarker@us.ibm.com

Offering and Program Owners:
Victoria Maurone, Software Support Services Growth Executive, at vmaurone@us.ibm.com or 1-404-487-1618.

Robert Laraman, Software Support Services Growth Program Manager, at laraman@us.ibm.com or 1-720-396-7240

Seamus Keane, CTS Offering Manager, at shamu@us.ibm.com or 1-507-358-1915.

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

IBM Service Extension for IBM AIX V5.3 offers extended support

This service offers you support for usage questions, problem determination assistance, and new fixes so you can easily migrate to later versions of AIX. You can also get limited support for new IBM Power Systems™ hardware released in the first two years of this offering.


IBM® Service Extension for AIX® V5.3 delivers:
• Support for usage questions
• Problem determination assistance
• Support for new fixes


Requirements:
• If you wish to purchase the Service Extension for AIX V5.3, you must have a valid AIX license for all cores that AIX V5.3 is running on and must maintain a current Software Maintenance Agreement (SWMA) for all cores supported by this Service Extension.

• The Service Extension for AIX V5.3 is only available for AIX V5.3 at Technology Level 12. Earlier Technology Levels are not eligible for support under the the Service Extension for AIX V5.3.
For information about the withdrawal from marketing of IBM AIX V5.3, refer to Withdrawal Announcement 910-043, dated April 13, 2010.


Pricing:
IBM Software Service Extension for AIX 5.3 is priced per processor core. Contact your IBM Maintenance and Technical Support (MTS) representative for further details.


For ordering, contact your IBM representative or an IBM Business Partner.


For more information, contact the Americas Call Centers at
800-IBM-CALL (426-2255). Reference: YE001

Click Here for offer at a glance

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Participants have an opportunity to earn various program discounts and/or credits for eligible United States and Canadian transactions for:

- Power Systems
- System Storage
- System x
- Power and System Storage hardware maintenance and software service agreement transactions

Sold into IBM approved nominated competitive accounts or opportunities

Program incentives include:
• Discounts up to 4.5% for eligible approved Power Systems transactions, and up to 14.5% on certain transactions displacing Itanium®-based workloads.
• Rebates up to 8% for eligible approved System Storage transactions.
• Rebates up to 4% for eligible approved System x transactions, plus an additional 2% bid code incentive for certain eligible transactions.
• Rebates up to 6% for eligible approved Maintenance and Technical Support Services Power and System Storage transactions.
• Discounts are available on qualifying U.S. Federal opportunities for all participating product families.

Program terms include:
• Approved firms are allocated a number of slots per brand which can be used for any combination of competitive account or competitive opportunity nominations. The number of slots can increase based on the firm’s total product family revenue or program revenue growth.
• The IBM Maintenance and Technical Support Services portion of the program does not apply to Canada or to United States Public Sector accounts or opportunities.
• The System x provision of this program is not available in Canada.
• Restrictions apply to account and opportunity nominations within U.S. Public Sector.

By applying for and participating in this program, you agree to the terms and conditions stated herein, as well as any amendments or modifications implemented by IBM.

For more details, refer to the attachment.

Questions should be directed to the IBM Competitive Market Rewards program manager, Jon Maxwell at jmaxwel@us.ibm.com, or to Ellen Niemitalo at emn@us.ibm.com.

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Effective January 23, 2012, IBM Global Technology Services is modifying the Authorization to Sell IBM Hardware Maintenance and IBM Software Maintenance services.

Modifications to requirements will be reflected in the February 2012 IBM Business Partner Exhibit.

Authorization to Sell IBM HWMA and IBM SWMA Service
An IBM Business Partner becomes authorized to sell IBM HWMA and IBM SWMA services in two ways:

1. By being approved to sell an IBM Product, as defined in the IBM Business Partner Agreement (BPA), and as provided in this Channel Communication (see attachment section below)

2. By being approved for the Maintenance Management Services (MMS) for General Business (GB) Program, previously referred to as the MMS for GB VAE. Guidelines for this Program are included in this Channel Communication (see attachment section below)


Attachments (Click below to view)
1. Channel Communication
2. Charts summarizing the Requirements to Sell IBM HWMA and IBM SWMA and Sweep
3. Questions & Answers on the Authorization to Sell IBM HWMA and IBM SWMA Services and the MMS for GB Program


These documents are also available on PartnerWorld (ID and Password required) at: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/svc_com_sof_resplmatss (Select > United States, >Cross portfolio)


Questions regarding this announcement should be directed to Lezley Barth at lbarth@us.ibm.com, your IBM Global Services Channel Sales Representative, IBM Client Representative or IBM Distributor.

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

Price Change(s): Selected IBM ServiceElect, ServiceSuite and ServiceElite Maintenance Reference Charges

Overview
- Increased warranty upgrade charges will be effective January 3, 2012
- Increased and decreased monthly maintenance charges will be effective April 1, 2012
- Price changes on applicable ServicePacs will be addressed as needed

For complete details, click here to review Annoucement Letter Number 512-007

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740

IBM is pleased to announce the 2012 IBM North America Mid-Market Co-Marketing offering.

ELIGIBILITY:
- IBM Resellers and Solution Providers who generated at least $100,000 USD of IBM Mid-Market revenue between Q4 2010 and Q3 2011 from all Brands, or $50,000 USD of IBM SWG Mid-Market revenue, are eligible for funding.

- IBM Business Partners who have a minimum of $10,000 USD of Win Revenue in Global Partner Portal (GPP) attributed to the Mid-Market offering for 2010, 2011 or 2012 prior to July 31, 2012 will be eligible.

NEW FOR 2012
Fast Start - IBM is offering an additional $5,000 USD incentive to Business Partners who enter a Marketing Application Request (MAR) in the first quarter with execution to complete in the first half of 2012.

Success Based – All Business Partners will be able to receive incremental funding by generating Mid-Market Marketing Win Revenue as reported in GPP attributed to a Mid-Market Co-Marketing campaign.

The IBM Co-Marketing Center (CMC) tool will be available on January 3, 2012 on PartnerWorld for Business Partners to enter applications for funding.

For complete details and full Terms and Conditions, refer to the attachment.


Inquiries about this offering may be directed to Kathy Pavlik, kpavlik@us.ibm.com

Michelle Mastromonaco / Contract Ops Analyst / (210) 247-1740