FAQ

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Introduction

What service does Origina offer?

Origina is the first company to offer truly independent software maintenance for IBM® perpetually licensed software products.

Is your service suitable for my company?

Origina customers have IBM® software, licensed under IBM®’s International Program Licence Agreement (IPLA), acquired from IBM® through their Passport Advantage offering and maintained by IBM® under a Passport Advantage Support and Subscription (S&S) contract.

Can Origina provide support in my country?

Yes, Origina provides global coverage.

How does Origina’s service compare to IBM® software support and subscription (S&S)?

Origina’s service leverages the existing entitlements that IBM® software asset owners have already paid for and compliments this with a lower cost, better quality and more responsive service.

How long does the process take for a customer moving to Origina?

This depends entirely on the number of products targeted to transition however the process always starts with a Feasibility Assessment where we validate if the products can be transitioned, the cost benefits and evaluate any obvious risks. This process can take a number of weeks but once completed, contracts and on-boarding will usually take another 3-4 weeks.

Can Origina help if we have already paid IBM® S&S but the product(s) version(s) are End-of-Support (EoS)?

Yes, Origina’s service can still help since we support all versions no matter how old and in this case it can be complimentary to IBM® S&S.

Are there any costs for the Feasibility Assessment?

No, this engagement is Free of Charge. Our team are happy to provide advice on your IBM® software environment, and guide you through the simple process of switching to Origina.  

Can we break out a subset of our products to test Origina’s capability prior to moving the full inventory?

Yes of course - you can choose which products are MOST suitable to move to Origina prior to your next IBM® renewal. Which products you choose to move to Origina may depend on a number of factors, but most typically: products that you do not wish to upgrade on a continual basis; products that are EOS with IBM®; or where there is a plan to migrate to a new solution.

What about service standards?

At Origina, we purely specialise in IBM® software products; placing a heavy emphasis on sourcing Subject Matter Experts with years of design, implementation and support experience. Many of these experts are in fact ex-IBM® engineers. We provide global coverage and have a standard 30-minute response time for all support tickets raised. Our support model involves assigning dedicated Level 1 and Level 2 technical resources against each client account – providing an intimate support model and allowing us to provide a faster turnaround when you need our support the most.

Who do Origina currently provide this service to and can we contact these references?

Yes. Our client list includes many Fortune500, FTSE100 and large Public Sector organisations, many of whom are referable. Indeed, we have a number of case studies we can provide you with, and at the appropriate stage, we can introduce you to these clients and/or other appropriate client references.

Are Origina the only company in the world that does this?

Origina are part of a rapidly expanding Third Party Maintenance market that includes companies such as Rimini Street, Alui, Spinnaker, Support Revolution and others. Many of the top industry analysts (Gartner, Forrester etc.) have been writing about the rapid emergence of a secondary software market, including a viable Third Party Maintenance industry in which we are a leading international player. [Insert Link to Forrester & Gartner reports]

How the service Works

Does Origina have expertise for all of IBM®’s products?

Origina’s technical team has wide-ranging subject matter expertise across the majority of IBM®’s perpetually licensed software products, we restrict our support to those products transacted under IBM® Passport Advantage Programme.  

How can Origina support so many IBM® software products?

Origina’s business model uses a flexible workforce model underpinned by a unique platform containing all publicly available information relating to IBM® software, managed through a global support desk.

Does Origina sub-contract or use IBM® for the delivery of any of their service?

Origina’s service is completely independent of IBM®.

Is it possible to add additional IBM® products to the support contract?

Yes, absolutely. 

Is upgrade support included in the Origina service ?

The standard Origina support service provides remote (phone/email) advice and guidance, and access to experts to ask questions and get pointers. However, for any upgrade project where a client is seeking our support then a separate Statement of Work would be agreed defining the objectives, work practices, timescales, schedule, rollback plan and commercials.  

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