Datasheet

ServicePac Part Number List
for Software Support Services
EMEA-IS27 Part Number 20090730 Page 31 of 40
29R5099 - IBM Software Support Services - ServicePac for IBM Director Software Support (1 year 8x5 IBM
Director software support for up to 50 Director agents)
For this part number IBM will provide you remote assistance in the form of software support (via telephone from an IBM
support centre) on the IBM Director systems management program running on an System x or Blade management server
and up to 10 IBM Director agents. IBM will also include support for the following complementary programs from IBM:
o. Active PCI Manager
p. Capacity Manager
q. Rack Manager
r. Software Rejuvenation
s. System Availability
t. Software Distribution
u. Remote Deployment Manager
In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request(s)
within two (2) hours (during Prime Shift) and provide remote assistance for: basic, short duration installation, usage, and
configuration questions, and questions regarding IBM Supported Product publications.
For IBM products included within this group IBM will provide remote assistance for: code-related problem questions,
diagnostic information review to assist in isolation of a problem cause, and for known defects, make available corrective
service information and program fixes which you are entitled to receive under the terms of your IBM license.
This service will be provided during:
- Prime Shift for all problems (IBM standard business hours in the local time zone / country where you receive
the Service (e.g., 9 a.m. to 5 p.m., Monday through Friday, excluding national holidays).
IBM will provide this service for a period of one year from the receipt of the confirmation mail.