What is the Difference Between Origina’s Software Support and IBM’s Support?

Origina provides a binding Service Level Agreement with detailed response and resolution times based on ticket severity, dedicated customer support and an extensive value-add service offering. IBM doesn’t offer any of the aforementioned.

Origina’s Service Level Agreement mandates customer support response time based on an agreed upon schedule between the customer. For priority one incidents, which may incur system downtime as a result, Origina responds in as quickly as 30-minutes – often sooner – and aims to resolve the incident within six hours.

IBM does not offer a Service Level Agreement, but instead offers response goals. Incidents that IBM terms ‘severity level one’ have a response goal time of two hours. That time is not binding.

Origina’s software support is designed around dedicated customer support. A team of individual product experts – known as Origina’s independent Global IBM® Experts – are assigned to each customer from the point of onboarding. By working with the customer’s technical team from the day they switch software support providers, Origina’s Global IBM® Experts are able to maintain an intimate knowledge of the digital estate. In doing so, they’re able to resolve incidents much quicker and mitigate threats where the core issue may not lie directly with IBM software. Origina always seeks to identity and remediate the root issue, regardless of whether the product causing it is an IBM product.

IBM doesn’t offer dedicated customer support. If a technical team calls IBM for assistance three times through the course of a ticket’s lifetime, they would likely speak to three different customer support specialists. This can cause frustration and cost time, as the issue must be explained in each instance.

Origina’s extensive value-add service offering delivers the next generation of software support. Through an extensive array of capabilities and a dedication to supporting all software versions, Origina is able to work as an IT partner and go beyond simply resolving break/fix incidents to provide true return on investment for customers. IBM offers standard software support, so long as the customer has a supported software version.

Find more information about Origina’s software support here.

Find more information about Origina’s software maintenance here.

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