support & services

[Anne Lucas <alucas@xxxxxxxxxx>]

Regarding the attached emails, IBM does call customers prior to expiration
of services/support contracts....and after expiration for those sold by BPs
so we can reinstate those who wish to continue support.

However, I know 'things' happen.   If you know of specific situations,
please let me know.   Thanks!

*******************
message: 6
date: Mon, 22 Dec 2003 09:50:46 -0600
from: Vern Hamberg <vhamberg@xxxxxxxxxxxxxxxxxxxxxxxxx>
subject: RE: subject: The age old question:

For whatever reason, IBM does not contact customers when support contracts
are about to run out. According to the terms or Software Maintenance:

>It is your responsibility to ensure that the renewal orders are placed
>either directly with IBM no later than the day before the expiration date,

>or with an IBM Business Partner in time for the order to arrive at IBM no
>later than the day before the expiration date.

At least at present, in US and Canada, there's a reduced cost program for
Maintenance After License.

I guess it's up to BPs to be on top of this, maybe?

Vern
************************
message: 8
date: Mon, 22 Dec 2003 11:10:45 -0500
from: michaelr_41@xxxxxxxxxxxxxx
subject: RE: subject: The age old question:

IBM does that because they charge a hefty uplift if you forget and
inadvertently drop service.


************
Have a blessed day!!

Anne C. Lucas, iSeries Retention Program Manager & Customer Relationships,

IBM Systems Group,  iSeries Marketing    alucas@xxxxxxxxxx
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