Attachment B – IBM Smart Business Support

All capitalized terms defined in the Agreement which are used in this Attachment B – IBM Smart Business Support without further definition shall have the meanings ascribed to them in the Agreement.

 

1. Definitions

 

IBM Problem means a problem a customer encounters with a Smart Business Appliance.

 

Problem Transfer is the process by which IBM Smart Business Remarketer engages the Vendor or IBM for assistance in resolving a problem.

 

Vendor Problem means a problem a customer encounters with Vendor Product that is not an IBM Problem.

First Call Support means performing problem determination in an attempt to resolve the problem before engaging IBM or the Vendor.  

2. Support Outline

Both IBM and Vendor will work to ensure customers are aware of and utilize appropriate techniques/methodologies for requesting help.

·         IBM Smart Business Customers will be entitled, via IBM Service Contracts for the appliance hardware and software, to contact IBM directly for support of IBM Problems.

·         IBM Smart Business Remarketers will be trained to provide First Call Support to IBM Smart Business Customers for IBM Problems or Vendor Problems under the program known as IBM Smart Business.

·         IBM Smart Business Remarketers will be directed to contact 1) IBM, for IBM Problems and 2) Vendor, for Vendor Problems.

3. IBM Support Responsibilities

For problems directed to IBM, IBM will:

a) Provide service to ‘Remarketers’ or ‘Customers’ as defined in IBM Services agreement(s) and IBM Remarketers agreement(s); and

b) If, in the performance of its support responsibilities for IBM Problems, IBM determines that the problem is actually a Vendor Problem, IBM will direct the customer or the IBM Smart Business Remarketer to contact the Vendor.  .

4. Vendor Support Responsibilities

4.1 Vendor is responsible for all Vendor support activities for those problems reported directly to the Vendor by a Smart Business Remarketer. Vendor will:

(a) Provide IBM Smart Business Remarketer information on problems with Vendor Products that Vendor is aware of, tips and techniques on resolving or fixing such problems, and other information that enables the IBM Smart Business Remarketer to assist customers in resolving problems with a Vendor Product;

(b) Provide IBM Smart Business Remarketers with appropriate Web link information so they can assist and lead customers to the Vendor’s FAQs, product documentation, and local Vendor knowledge database for Vendor Products; and

(c) Engage with the IBM Smart Business Remarketer and/or customer directly (if passed through the IBM Smart Business Remarketer), and promptly resolve the problem with efforts and response times no less than Vendor provides for its own customers and no less than Vendor is obligated to do so under its Vendor Product support obligations, if any. Vendor is encouraged to respond to the IBM Smart Business Remarketer about a problem within two business hours of receipt, unless the IBM Smart Business Remarketer identifies that the problem is having a severe impact on the customer’s business operations or the Vendor Product is totally inoperative, in which case Vendor should engage in resolving the problem within one hour.

4.2 If contacted directly by the customer about an Error, Vendor shall proceed to provide service for all support responsibilities for Vendor Problems.  If Vendor determines that the problem is an IBM Problem independent of the functioning of the Vendor Product, Vendor shall assist the customer in contacting their IBM Smart Business Remarketer (or IBM) for support. 

 

4.3 Vendor is responsible for providing a timely resolution of a critical situation or customer complaint about Vendor’s support. IBM has the option of requesting a support assessment review with the Vendor to help Vendor improve the performance of its support obligations under this Agreement. Vendor shall provide IBM any Error Correction that Vendor creates; any Error Corrections must be provided to IBM in accordance with Section 4.3of the base Agreement.

 

 

 

 

 

Attachment C – IBM Smart Business Integration Points 

The following tables list the current enablement instrumentation areas in which Vendor can integrate Vendor Products to IBM Smart Business and identifies which integration points Vendor is required to comply with, including identification of the integration points Vendor must achieve through its Vendor Integration Code.

 

 

Vendor should comply with the required integration points which IBM may modify over time as the parties move forward with the integration of Vendor Software and newer versions of the Smart Business Software Pack. IBM will post the current list of required integration points for different versions of the IBM Smart Business Software Package the IBM Smart Business Partner Place.

 

 

V2.1 Integration Points for Vendor Products supported on SUSE Linux Enterprise Server, v11

Integration Points

Customer Life Cycle

Description

Marketplace Listing

Identify and
Evaluate

Vendor shall provide to IBM the information about Vendor Product and Vendor’s company, including useful information for customers investigating, evaluating, or shopping for Vendor Product and helps to position Vendor Product. Vendor shall enter this information into the IBM Smart Market using the IBM Smart Business Listing Package Tool.

REQUIRED

Sizing/Pricing

Vendor shall provide to IBM the Vendor Product configuration information describing the system resources the Vendor Software will require on the IBM Smart Cube system so that the Smart Market listing can recommend the proper sized system to customers for running a Vendor Product. Vendor shall enter this information into the IBM Smart Market by using the IBM Smart Business Listing Package Tool.

REQUIRED

Transaction/Proof Of
Entitlement (POE)

Acquire

Vendor shall use IBM Smart Business Sales and Licensing Portal to provide IBM information necessary for IBM to determine whether customer is entitled to Vendor Software.

REQUIRED

License Key

Vendor provides URL to allow customer to initiate license or entitlement activation. Vendor uses IBM Smart Business Sales and Licensing Portal to provide customers' product license keys to IBM . Vendor also provides a script that is executed on the IBM Smart Cube to install their license key. The license key will be transferred to the customers' IBM Smart Cubes and installed using the provided script.

NOT REQUIRED

Product

Download

Vendor shall upload Vendor Software which was successfully packaged with the IBM Smart Business Developers’ Kit into the IBM Smart Business Repository using the IBM Smart Business Listing Package Tool.

REQUIRED

Package Deployment

Install

Vendor Software including integration points and scripts must be successfully packaged with the IBM Smart Business Developers’ Kit.

REQUIRED

License Acceptance

Configure

Vendor shall ensure that Vendor Products display license agreement for Vendor Software and confirm customers’ acceptance of the agreement. Vendor Software must provide a set of translated license or terms of use agreements as text files.

REQUIRED

Application Details

Vendor shall provide to IBM basic information about the Vendor Software (product name, product version, icon used to identify the application, brief description for the application to be displayed in the IBM Smart Business Control Center and description for the Vendor Software to be displayed during installation). Prompt for or retrieve Vendor Software specific configuration information needed to finalize setup.

REQUIRED

Network Resources

Identify network resources (interfaces, ports, protocols, binding type) to support Vendor Software requirements so a Smart Cube can mitigate any conflicts.

NOT REQUIRED

Application Client Download

Operate

Package Vendor Software client code in the IBM Smart Business Developers' Kit for download to workstation.

REQUIRED for Rich Clients

Application Client Install

Provide an installation program for installation of Vendor Software client code on workstation.

REQUIRED for any client

Application Client Launch

Launch Vendor Software client code on workstation.

REQUIRED for any client

Problem Monitoring and Diagnostics

Monitor for problems and provide recommended actions that help customers with few or no technical skills identify and resolve or work around some common problems that might arise with Vendor Software. Using the IBM Smart Business Developers’ Kit, Vendor Software provides one or more of the following:

  • One or more manual checks that the administrator can perform on the server during a user reported problem investigation. Vendor Software provides a problem definition with one or more recommendations (text steps) and a special annotation to indicate that the diagnostic test should be added to the server checklist displayed in the control center to aid in troubleshooting a problem with the application.
  • One or more manual checks that the administrator can perform on the user’s workstation during a user reported problem investigation. Vendor Software provides a problem definition with one or more recommendations (text steps) and a special annotation to indicate that the diagnostic test should be added to the workstation checklist displayed in the control center to aid in troubleshooting a problem with the application.
  • One or more scripts that perform automated diagnostic tests on the server during a user reported problem investigation. Vendor Software provides a problem definition that points to an action file that has one script step for each target action to be executed. The script should return success or failure, and if failure, an error message. For any error messages returned, the Vendor Software should also include a problem definition that matches that error message and contains the action that will help the user “fix this problem”.
  • One or more problem definitions for an already monitored
  • resource (e.g. WebSphere Application Server Log)
  • One or more problem definitions for a custom log, and provide the description of monitored log profile information, a Generic Log Adapter (GLA) to describe format of each custom log file, and a symptom catalog with resolutions.

REQURIED

Problem Reporting

Define a list of configuration files, logs and error files to be passed to support engineers when reporting a problem.

REQURIED

Server Actions

Manage

Start, stop, restart, and get status of Vendor Software.

For Vendor Software running in IBM supplied containers (Domino, WebSphere Application Server, Apache), predefined server actions are provided by IBM Smart Business.

REQUIRED

Advanced Administration

Provide access to Web based advanced administration utilities provided by Vendor Software.

NOT REQUIRED

Fix Management

Using the IBM Smart Business Developers’ Kit, Vendor packages Error Corrections for its Vendor Software as an IBM Smart Business Fix Project. Vendor tests and validates these Error Correction IBM Smart Business Fix Projects, and then uploads and publishes them to the IBM Smart Business Repository.

REQUIRED

People Integration

 

Vendor specifies Vendor Software-specific user information to be gathered when enrolling a Person in the Vendor Software or to be modified when viewing a Person. Vendor Software subscribes to user events by providing a script for each available user event that will be invoked by the Application Integration framework when a user event occurs for a person enrolled in the Vendor Software. Available user events are: add, modify, get, remove, change password and reset password.

NOT REQUIRED

Remote Server Application

 

Vendor adds to the Vendor Software package a remote server application entry for each remote server application installer to be installed on a non-IBM Smart Cube system. Vendor will include platforms and operating system versions supported. It is the vendor’s responsibility to ensure that the customer has a valid license to the remote server application. When the Vendor's Software package is deployed in a Smart Cube, the remote server application is available for download by administrators. The Smart Cube administrator then downloads the remote server package to the non-Smart Cube system and launches the installation.

NOT REQUIRED

 

 

V2.1 Integration Points for Vendor Products supported on Windows 2008 Standard R2

 

 

Integration Point

Customer Life Cycle

Description

1.  Marketplace Listing

Identify and
Evaluate

Vendor shall provide to IBM the information about Vendor Product and Vendor’s company, including useful information for customers investigating, evaluating, or shopping for Vendor Product and helps to position Vendor Product. Vendor shall enter this information into the IBM Smart Market using the IBM Smart Business Listing Package Tool.

REQUIRED

2.  Sizing/Pricing

Vendor shall provide to IBM the Vendor Product configuration information describing the system resources the Vendor Software will require on the IBM Smart Cube system so that the Smart Market listing can recommend the proper sized system to customers for running a Vendor Product. Vendor shall enter this information into the IBM Smart Market by using the IBM Smart Business Listing Package Tool.

REQUIRED

3.  Transaction/Proof Of

Entitlement (POE)

Acquire

Vendor shall use IBM Smart Business Sales and Licensing Portal to provide IBM information necessary for IBM to determine whether customer is entitled to Vendor Software.

REQUIRED

4.  License Key

Vendor provides URL to allow customer to initiate license or entitlement activation. Vendor uses IBM Smart Business Sales and Licensing Portal to provide customers' product license keys to IBM . Vendor also provides a script that is executed on the IBM Smart Cube to install their license key. The license key will be transferred to the customers' IBM Smart Cubes and installed using the provided script.

NOT REQUIRED

5.  Product Download

Vendor shall upload Vendor Software which was successfully packaged with the IBM Smart Business Developers’ Kit into the IBM Smart Business Repository using the IBM Smart Business Listing Package Tool.

REQUIRED

6.  Package Deployment

Install

Vendor Software including integration points and scripts must be successfully packaged with the IBM Smart Business Developers’ Kit.

REQUIRED

7.   License Acceptance

Configure

Vendor shall ensure that Vendor Products display license agreement for Vendor Software and confirm customers’ acceptance of the agreement. Vendor Software must provide a set of translated license or terms of use agreements as text files.

REQUIRED

8.   Application Details

Vendor shall provide to IBM basic information about the Vendor Software (product name, product version, icon used to identify the application, brief description for the application to be displayed in the IBM Smart Business Control Center and description for the Vendor Software to be displayed during installation). Prompt for or retrieve Vendor Software specific configuration information needed to finalize setup.

REQUIRED

9.  Network Resources

Identify network resources (interfaces, ports, protocols, binding type) to support Vendor Software requirements so a Smart Cube can mitigate any conflicts.

NOT REQUIRED

10.  Application Client

D     Download 

 

 

Do

Operate

Package Vendor Software client code in the IBM Smart Business Developers' Kit for download to workstation.

REQUIRED for Rich Clients

 Application Client

 Install

 

Provide an installation program for installation of Vendor Software client code on workstation.

REQUIRED for any client

·1  Application Client

·L   Launch

Launch Vendor Software client code on workstation.

REQUIRED for any client

1. Problem Diagnostics

Di

Provide recommended actions that help customers with few or no technical skills identify and resolve or work around some common problems that might arise with Vendor Software. Using the IBM Smart Business Developers’ Kit, Vendor Software provides one or more of the following:

  • One or more manual checks that the administrator can perform on the server during a user reported problem investigation. Vendor Software provides a problem definition with one or more recommendations (text steps) and a special annotation to indicate that the diagnostic test should be added to the server checklist displayed in the control center to aid in troubleshooting a problem with the application.
  • One or more manual checks that the administrator can perform on the user’s workstation during a user reported problem investigation. Vendor Software provides a problem definition with one or more recommendations (text steps) and a special annotation to indicate that the diagnostic test should be added to the workstation checklist displayed in the control center to aid in troubleshooting a problem with the application.

 

REQUIRED

    Problem Reporting

 

None; intentionally left blank

·1  Server Actions

Manage

Start, stop, restart, and get status of Vendor Software.

For Vendor Software running in IBM supplied containers (Domino, WebSphere Application Server, Apache), predefined server actions are provided by IBM Smart Business.

REQUIRED

·1 Advanced

·Administration

Provide access to Web based advanced administration utilities provided by Vendor Software.

NOT REQUIRED

·1  Fix Management

· 

Vendor packages and delivers Error Corrections for its Vendor Software using the Vendors usual practices. This includes any fixes to integration scripts provided as part of the Vendor's application.

 

Using the IBM Smart Business Developers’ Kit, Vendor packages Error Corrections for the integration point information provided during packaging as an IBM Smart Business Fix Project. This includes corrections to the read me file, application details, etc. Vendor tests and validates these Error Corrections and then uploads and publishes them to the IBM Smart Business Repository.

REQUIRED

 

·1  People Integration

 

Vendor specifies Vendor Software-specific user information to be gathered when enrolling a Person in the Vendor Software or to be modified when viewing a Person. Vendor Software subscribes to user events by providing a script for each available user event that will be invoked by the Application Integration framework when a user event occurs for a person enrolled in the Vendor Software. Available user events are: add, modify, get, remove, change password and reset password.

NOT REQUIRED