XpertCare Business Hours Support

Reducing your mean time to fix technical issues

Value added support for Tivoli Workload Scheduler

XpertCare is our standard Support Services package designed to meet the needs of the majority of our customers. This provides you with:

Business Hours Support
We'll provide you with telephone, email and website support from a certified Consultant during business hours (09:00-17:30) Monday to Friday. There is no limit on the number of calls that you can make, although additional charges will apply for on-site visits.

Monthly Support Report
Each month you will receive a XpertCare Services Support Report. This will not only detail each support call that you have logged and what the resolution to that call was, but additionally will make recommendations on how similar problems can be avoided in the future.

Dedicated Account Manager
We will assign an Account Manager, whose function is to keep in regular contact with you by quarterly review, ensuring that your business is running smoothly whilst providing help and advice on future projects. The goals of an Account Manager are to help build the relationship between your organisation, Elyzium and IBM, to ensure that you are getting the most out of your investment and that you receive the best deal on any future investments. We achieve this through:

  • Regular customer contact 
  • Quarterly reviews to discuss any issues that you have, or any ongoing projects that Elyzium could assist with 
  • Amalgamation of your company's IBM Maintenance licence bandings to ensure that you obtain the greatest software maintenance renewal discount possible

Your Account Manager also provides you with a primary contact for the escalation of support calls or issues.

Infrastructure Health Check
Through the provision of a thorough health check at the outset of your XpertCare Support Services Agreement, we'll ensure that your IBM Tivoli implementation is running as smoothly and efficiently as best practice guidelines predicate it should be. Any recommendations for improvement that are made at this stage will be detailed in our 'State of your Solution' report, and if you chose to let Elyzium implement these changes, we will do so at a discounted consultancy rate.

We are also acutely aware that ensuring you have the appropriate level of licence cover for the products you use can often be a difficult and time consuming task. You may find it difficult to extrapolate the number of licences you need, or you may be considering purchasing additional licences that in actual fact you do not need! Our report will also ensure that you are not paying for IBM Software Maintenance for licences that you are not utilising.

For further information regarding Elyzium's Business Hours XpertCare Support, please do not hesitate to contact us.