Re: support & services -- MIDRANGE-L

Anne

So the statement in the support contract does not mean IBM does not notify, only that the customer is still the one that needs to update it - that's cool. Hope the cracks are fewer and smaller. ;-)

The conspiracy theory of bug vorporations finding ways to gouge customers has its proponents and may have some history behind it. I've found, however, that IBM is willing to make some concessions, so long as it gets them the contract.

Thanks
Vern

At 10:50 AM 12/22/2003 -0600, you wrote:

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.


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

IBM Systems Group,  iSeries Marketing    alucas@xxxxxxxxxx
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