Informix Continuing Support Offering

Abstract

Discover the flexible options available to you when your Informix software reaches End of Service. Announcing the Continuing Support for Informix versions 7.31, 9.4 and 10! IBM is pleased to extend the Continuing Support offering for Informix versions 7.31, 9.4 and 10 that will provide you with continued access to the same knowledgeable Informix global Support team you are working with today.

Content

World-Class Software Support

Under your IBM Passport Advantage agreement's (International Passport Advantage Agreement or International Passport Advantage Express Agreement) Software Subscription and Support, you receive comprehensive cross-platform technical assistance from a team of highly skilled support experts. Additionally, you get comprehensive and flexible upgrade protection, access to the latest software versions and releases, remote technical support, 24 x 7 support for business-critical outages, online self-help resources, and unlimited electronic and voice access (where available) to world-class global IBM Software Support Centers. 

End-of-Service Support Options
When your Informix software versions reach their End of Service date - when support is no longer available through standard Software Subscription and Support – there is no need to tackle support issues on your own. For Informix versions 7.31, 9.4 and 10, new and flexible options are now available.

Benefit from the Continuing Support Program 
for Informix versions 7.31, 9.4 and 10

IBM is pleased to extend the popular Continuing Support offering through September 30, 2013, a program for Informix versions 7.31, 9.4 and 10 that will provide you with continued access to the same knowledgeable Informix global Support team you are working with today. This assistance, included with your active Informix Subscription and Support renewal and acceptance of the Service Extension for Continuing Support terms, will help keep your business running on Informix software until you are able to upgrade to take advantage of new features available in the latest Informix version. 

This exciting offering allows you to enjoy many of the Subscription and Support benefits that you have told us matter most to you, including:

· 7 day, 24 hour support for mission critical emergencies (Severity 1)
· Provided by voice in most countries.
· Provided in English, with the local language accommodated when possible.
· Remote problem analysis and assistance during normal country business hours in your time zone.
· Support for routine, short duration installation and usage questions 
· Response time objective of two hours during prime shift for voice and electronic problem submissions. Response objective for critical/emergency problems during off-shift hours is two hours.
· Unlimited number of technical support incidents.
· Access to documentation, technotes and other online product material
· Access to existing available fixes created before the product's EOS date to correct known defects

The Continuing Support offering does not include:
· Voice and electronic access support for code-related problems.
· Development analysis of new defects
· Development of or packaging fixes that are not already available
· Support for third party components
· Infrastructure validation for Informix products that are not included on the product compatibility matrix released as part of the product end-of-support announcement

Program Participation
You need to complete your annual Informix Subscription and Support renewal on time and sign a Service Extension for Continuing Support contract to receive Continuing Support assistance. 

Complete Coverage for Mission Critical Installations
For mission critical installations, it is highly recommended that you continue to pro-actively purchase a Service Extensions (SE) to receive full defect and development support assistance. By adding this offering, you will be maintaining the same full defect support coverage you received before the End of Service date, further protecting your installation. If you require development or defect support assistance after the End of Service for any version, including during the life of the Continuing Support pilot or with an active Upgrade Bridge contract, you will be required to purchase a Service Extension at that time at IBM's specified charge in order to receive such support. Contact your IBM sales representative for more information, or to purchase these options.
FAQs

1. Why should I take advantage of Continuing Support for Informix versions 7.31, 9.4 or 10?
Continuing Support provides flexibility for you to remain up and running on Informix software with non-defect Support until you are ready to upgrade to the latest version of Informix. Continuing Support provides uninterrupted access to many of the benefits of Subscription and Support and is more affordable than other options, such as a Service Extension or TCO.

2. What is the cost of Continuing Support and how do I buy it?
Continuing Support is available through your regular S&S renewal time and for the same price as a regular S&S renewal. 

3. How long is support provided through this pilot? 
Continuing Support is now extended until September 30, 2013. 

4. I am on Informix version 7.31, and out of support, and would like to benefit from this offering. 
Continuing Support is now available for clients running 7.31. To learn more about Continuing Support for 7.31 installations, please contact your local sales representative or email inquiries toaskIFMX@us.ibm.com.

5. Are special builds on Informix 7.31, 9.4 or 10 included with Continuing Support?
Continuing Support assistance provides you with access to pre-existing and available fixes. Special builds will not be created as part of this offering. If a special build is required, you will need first to purchase and sign a contract for a Service Extension.

6. Should I purchase a Service Extension (SE) instead of relying on Continuing Supportassistance? 
If your business requires the same comprehensive full-defect coverage it relied on before the EOS date, you will want to purchase a SE, if available. A SE is recommended for maximum coverage for your mission critical installations. 

7. What if I have already purchased a Service Extension (SE) for Informix version 7.31, 9.4 or 10?
You should evaluate your true business need. If you require maximum Support coverage, you should maintain the SE for optimum coverage (this is recommended). If the Support offerings available through Continuing Support for non-defect support are sufficient, you may cancel your SE agreement. By cancelling your SE agreement, you will remove coverage for defect assistance and will be required to pay an increased fee if defect correction is required.

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