IBM OS/2 NEWSLETTER SPECIAL SUPPLEMENT OS/2 SERVICE AND SUPPORT JULY, 1994 EDITOR: KEITH MARKS PSP MARKETING SPECIALIST IBM WESTERN AREA ADVANCED TECHNOLOGY SOLUTION CENTER IBM Corporation 425 Market St. San Francisco, CA 94105 (415) 545-5857, IBM Tieline 8/473-5857 PROFS - KMARKS @ SFOVMIC1 INTERNET - KMARKS@SFOVMIC1.VNET.IBM.COM IBMMAIL - IBMMAIL(USIB28DW) CONTENTS ________ IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SER- VICES . . . . . . . . . . . . . . . . . . . . . . . . . 1 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS . . . . . . . . . . . . . . . . . . . . . . 11 IBM SUPPORT FOR OS/2 DEFECTS AND FIXES . . . . . . . . 41 PERSONAL SYSTEMS FORUM . . . . . . . . . . . . . . . . 43 BESTEAM PROGRAM . . . . . . . . . . . . . . . . . . . . 44 IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page ii IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES ___________________________________________________________ IBM ANNOUNCEMENT LETTER NUMBER 694-017, MAY 31, 1994 _____________________________________________________ Personal Systems Support Family -- Single User Services provides a choice of support services for the single-license user of OS/2 (R) and to users of desktop applications. Small business and corporate users should refer to Services Announcement 694-014, dated May 10, 1994, for a menu of support services designed to meet their support needs. Personal Systems Support Family -- Single User Services includes: o Support Line: - Voice access telephone support provided by product specialists - Customer's choice between Unlimited Incidents or Single Incident support - Customer's choice of an 800 toll-free telephone number or a 900 fee telephone number, depending on the support chosen - Support provided during business hours from 8:00 a.m to 5:00 p.m. in the customer's time zone, Monday through Sunday, except holidays. Support hours are for the continental U.S. and Canada; Alaska and Hawaii receive support from 8:00 a.m. to 5:00 p.m., Pacific time. - Support for installation and usage questions o Desktop Application Support - Usage support on a list of applications running under OS/2, IBM PC-DOS or Windows (1) o Satisfaction guarantee A new Technical Support Structure includes Program Services (code-related problem support) and a "getting started" period of the Personal Systems Support Family -- Single User Support Line. Effective July 11, 1994, current voice support for program services will be available only through Personal Systems Support Family -- Single User Support Line. Personal Systems Support Family -- Single User Support Line (800-access) service is payable by credit card only. The following credit cards are accepted: o American Express o VISA o MasterCard o IBM Credit Card Billing for the 900 number telephone service is handled by the telephone company. OVERVIEW DESCRIPTION PERSONAL SYSTEMS TECHNICAL SUPPORT STRUCTURE PROGRAM SERVICES: Code-related problem (defect) support is provided IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 1 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES through Program Services for all supported IBM licensed software products. A code-related problem means the program does not conform to specifications that could be either a code or documentation error. You can report code-related problems to IBM electronically, via facsimile or through U.S. mail. IBM will respond in the same media as the customer inquiry. IBM will respond to customer inquiries within two business days of electronic or facsimile receipt, and seven days of mail receipt advising of the problem disposition. Response to known code-related problem inquiries may be a code correction, bypass or restriction. If the problem is not known to be a code-related problem, you will be informed that IBM will continue to work on it for a fee, that you do not have a support contract, or that you are beyond the getting started period. If the problem is determined to be caused by an error in IBM code, the fee will be waived. GETTING STARTED PERIOD: A getting started period is provided to help customers with installation and usage assistance. In addition to Program Services, you may receive a getting started period of technical support for 60 days at no additional charge, beginning with your first call for assistance. The getting started period will be provided for the first license within the site, location or centralized help desk for all eligible IBM products. During the getting started period, you have toll-free access via 800-992-4777 for an unlimited number of support requests. At the conclusion of the getting started period, you will have the option of contracting for continued voice access through the Personal Systems Single User Support Line fee offerings. PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SUPPORT LINE Personal Systems Support Family -- Single User Support Line provides service and support for single license users of OS/2 and to users of desktop applications. With Personal Systems Single User Support Line, the customer must choose either the SINGLE INCIDENT or UNLIMITED INCIDENTS support option. SINGLE INCIDENT: The Single Incident option of Personal Systems Support Family -- Single User Support Line provides support for installation and usage questions for OS/2 products. This offering does not extend or enhance the central service provided with OS/2 products. With this option, IBM will provide telephone access for incident recording and preliminary analysis (refer to the SUPPORTED PRODUCTS section for a list of supported products). With the Single Incident option, you receive: o Access to product specialists. o Voice access telephone support via either a toll-free number or a fee-number. Customers selecting 800 support can call 800-992-4777 between 8:00 a.m. and 5:00 p.m., in the customer's time zone, Monday through Sunday, except holidays. Support hours are for the IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 2 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES continental U.S. and Canada; Alaska and Hawaii receive support from 8:00 a.m. to 5:00 p.m., Pacific time. Customers selecting 900 support, can call 900-225-5522 between 8:00 a.m. and 8:00 p.m., Eastern time, Monday through Sunday, except holidays. The 900 number telephone support is currently not available in Canada. o Satisfaction guarantee. UNLIMITED INCIDENTS: Unlimited Incidents option of Personal Systems Support Family -- Single User Support Line provides you with support for installation and usage questions for OS/2 products only. This offering does not extend or enhance the central service provided with OS/2 products. With this option, IBM will provide telephone access for an unlimited number of incidents for which you have requested assistance (refer to the SUPPORTED PRODUCTS section). With the Unlimited Incidents option, you receive: o Access to product specialists o Voice access telephone support via a toll-free 800 number. You can call 800-992-4777 between 8:00 a.m. and 5:00 p.m. in your time zone, Monday through Sunday, except holidays. Support hours are for the continental U.S. and Canada; Alaska and Hawaii receive support from 8:00 a.m. to 5:00 p.m., Pacific time. (Workload constraints may occasionally necessitate that you be called back after the initial request for service.) o Satisfaction guarantee. PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT: Personal Systems Desktop Applications Support complements Personal Systems Support Family -- Single User Support Line. You can call with usage questions on supported desktop applications running under OS/2, DOS, or Windows. You can obtain: o Installation assistance o Assistance with a functional task o Help clarifying documentation o General information about the program's capabilities o Assistance in identifying a system problem Support is available via a toll-free number from 8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, except holidays. Products in the Personal Systems Single User Support Line are not supported thru the Desktop Application Support service. Refer to the SUPPORTED DESKTOP APPLICATIONS section for a list of the supported programs. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 3 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES GENERAL TERMS AND CONDITIONS FOR SINGLE USER SUPPORT LINE Requests for assistance with different questions, or different problems, will be considered separate incidents. Each incident will be tracked individually in the IBM problem management system. An incident may involve multiple calls or actions such as: o The initial request for assistance o Offline research o A callback from IBM to the customer o Closure of the incident Closure of an incident occurs when an answer to the initial request is provided. Closure may also include referring the customer to the appropriate source for resolution. You will not be charged for any incident that is determined by IBM to be a defect in IBM code. IBM will be the final arbiter in determining which problems are considered defects. IBM will only provide credit for 900 number incidents if it can be determined during the call that the problem is a defect in IBM code. Personal Systems Support Family -- Single User Support Line is provided for a single license user of OS/2. Each Support Line User is required to have a Support Line contract. Personal Systems Support Family -- Single User Support Line does not extend the announced end of service and support of any of the OS/2 products (refer to the SUPPORTED PRODUCTS section). Personal Systems Support Family Single User Support Line is not intended to replace documentation or training in the use or operation of the products. Incidents opened prior to the announced end of service and support for a product or prior to the end of this contract period will be worked to closure. Personal Systems Support Family -- Single User Support Line applies only to the U.S. English versions of the supported OS/2 products. Under this service, you are specifically not entitled to telephone support for any of the following examples of tasks, which are beyond the scope of Support Line: o Continuous contact during lengthy procedures that IBM determines would best be delivered on-site. For example: - Full configuration of systems, workstations or networks IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 4 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES - Full hardware or software release/upgrade installation - Application development assistance o Dispatch of any non-IBM personnel or service o Design and analysis work that IBM determines would be considered consulting o Technical education Personal Systems Support Family -- Single User Support Line is not intended to replace documentation or training in the use or operation of the products. Neither you nor IBM grants the other any licenses under this agreement. TERMS AND CONDITIONS FOR SINGLE INCIDENT OPTION The following are the terms and conditions that apply to the Single Incident option of Personal Systems Support Family -- Single User Support Line: o You can purchase direct telephone assistance on a per-incident basis with a charge for each unique request for assistance with any Personal Systems product. IBM RESPONSIBILITIES: An IBM representative will answer all calls placed to 800-992-4777 or 900-225-5522. For new incidents, an incident number will be assigned and will be updated with the incident description. You will be connected to the next available product specialist for the appropriate product. For previously reported incidents, you can provide the active problem number and be connected directly to the next available product specialist. IBM will answer specific, task-oriented questions pertaining to the use and operation of systems and current releases of eligible programs, and will refer the caller to specific IBM product documentation or publications for additional information and instructions. A product specialist will assist with incident resolution by: o Answering questions pertaining to the use and operation of current releases of eligible programs o Searching the known-problem database for defect correction information, if required o Assisting with identification of the source of a problem CUSTOMER RESPONSIBILITIES o Call 800-992-4777 or 900-225-5522 to initiate Single User Support Line service. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 5 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES o Provide IBM with the information required to enter the customer profile into the entitlement database o Provide all information and data about the incident requested by IBM o Take preventive or corrective actions that IBM recommends to resolve an incident OTHER TERMS AND CONDITIONS: Single Incident 900-number callers will be charged for the time spent speaking with a product specialist. There is no charge for time spent at point of entry, hold time, or time spent by the product specialist performing research or consulting with others. There will be no charge if it is determined by IBM during the call, that the cause of the problem is a defect in IBM-supported code. TERMS AND CONDITIONS FOR UNLIMITED INCIDENTS OPTION The following are the terms and conditions that apply to the Unlimited Incidents option of Personal Systems Support Family -- Single User Support Line: o You can purchase this service for a product on a per-license basis. A separate agreement is required for each additional product license. o With purchase of the Unlimited Incidents option, one designated customer is entitled to open an unlimited number of incidents for assistance with any of the OS/2 products supported (refer to the SUPPORTED PRODUCTS list.). o The Personal Systems Support Family Single User Support Line contract period is 12 months. If, for any reason, you are not completely satisfied with the support provided, and IBM is unable to resolve the problem to your satisfaction, you may terminate this agreement and receive a pro-rated credit for the remaining contract period. o IBM may terminate this agreement or change its terms at any time upon three months written notice to you. IBM RESPONSIBILITIES: An IBM representative will answer all calls placed to 800-992-4777 and request the customer's entitlement number. The IBM responsibilities and procedures will then be the same as described under the "TERMS AND CONDITIONS FOR SINGLE INCIDENT OPTION" section above. CUSTOMER RESPONSIBILITIES: IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 6 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES o Call 800-992-4777 to initiate Single User Support Line service. o Provide the entitlement number when placing a service call. NOTE: An IBM representative may provide an interim entitlement number to use when requesting support after the contract is signed but prior to receipt of your payment. The remainder of the customer responsibilities will be the same as described under the "TERMS AND CONDITIONS FOR SINGLE INCIDENT OPTION" section above. TERMS AND CONDITIONS FOR DESKTOP APPLICATION SUPPORT IBM RESPONSIBILITIES o Provide standard coverage from 8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, excluding holidays. o Answer questions via a toll-free number, relating to installing, configuring, and using a personal computer. IBM may provide you references to technical information for your review. o Use commercially reasonable efforts to identify the source of the eligible program or system problem and assist you in resolving it. If the source of problem is: - A defect in an eligible program, IBM will instruct you to contact the vendor to request a correction. This does not apply to the Personal Systems Support Line for single license user's supported products. - A hardware defect, IBM will instruct you to contact your local provider of hardware service. o IBM is not responsible for services or charges for services provided by other vendors. CUSTOMER RESPONSIBILITIES o Call 800-992-4777 to initiate Desktop Application Support service. o Accept call information from IBM and take action as required for unresolved problems. SATISFACTION GUARANTEE If, for any reason, a single license user with the Unlimited Incidents option is not completely satisfied with the service, and IBM is unable to resolve the problem to the customer's satisfaction, the customer may terminate this agreement and receive a prorated credit for the remaining contract period. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 7 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES If, for any reason, a single license user with the Single Incident option or Desktop Application Support is not completely satisfied with the service, and IBM is unable to resolve the problem to the customer's satisfaction, the customer's credit card will be credited for that incident. If the Single Incident customer has called the 900 number, the customer will not be billed for the call. ORDERING CHARGES o Support Line - Single Incident (800 number callers) -- $45 - Single Incident (900 number callers) -- $2 per minute. The maximum charge per incident for 900 number callers is $50. - Unlimited Incidents -- $179 per year o Desktop Application Support - Single Incident (800 number callers) -- $35 SUPPORTED PRODUCTS The following are the Personal Systems products that are supported by Single User Support Line -- Unlimited Incidents option. OS/2 BASE OPERATING SYSTEM DESCRIPTION VERSION 16/32-bit operating system 2.1, 2.11 OS/2 for Windows 2.1 MMPM/2 1.0,1.1 PenDOS 2.2 The following are the Personal Systems products that are supported by Single User Support Line -- Single Incident option. OS/2 OPERATING SYSTEM DESCRIPTION VERSION OS/2 2.1, 2.11 16/32-Bit operating system 2.1, 2.11 OS/2 for Windows 2.1 ToolKit 2.1 MMPM/2 1.0, 1.1 MMPM/2 ToolKit 1.0, 1.1 IMG Adapter/A Device Driver 1.02 IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 8 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES MVGA/MUL XGA (R) Device Driver 1.0 Secured DOS -- DES 1.0 PEN for OS/2 1.0 OASAS I Disk Array Management 1.0, 2.0 PenDOS 2.2 SUPPORTED DESKTOP APPLICATIONS The following are the programs supported by Desktop Application Support. SOFTWARE -- OPERATING SYSTEMS o Macintosh** System Software V6.X, V7.0, V7.1 o Microsoft** DOS V3.3, V4.0, V5.0, V6.0 SOFTWARE -- APPLICATIONS o Ami Professional** V1.1, V1.2 o Ami Professional for Windows V2.0, V3.0 o CorelDRAW!** V2.01, V2.01, V3.0 o DataEase** V4.2, V4.5 o dBase** III Plus V1.1 o dBase IV V1.1, V1.5 for DOS o Excel** V2.0, V2.1, V3.0, V4.0 o Excel for Mac V2.2, V3.0, V4.0 o FileMaker Pro** for Mac V1.1, V2.0, V2.1 o Freelance** for OS/2 V1.0 o Freelance for Windows V1.0 o Harvard Graphics** V2.3, V3.0 o Harvard Graphics for Windows V1.0 o Lotus** Organizer V1.1 o Lotus Symphony V2.0, V2.2, V3.0 o Lotus 1-2-3** V2.2, V2.3, V2.4, V3.0, V3.1, V3.1+, V3.4 o Lotus 1-2-3 for Mac V1.0 o Lotus 1-2-3 for OS/2 V1.0, V1.1, V2.0 o Lotus 1-2-3 for Windows V1.0, V1.1 o Microsoft Windows V3.0, V3.1 o Microsoft Word for DOS V5.0, V5.5 o Microsoft Word for Mac V4.0, V5.0 o Microsoft Word for OS/2 V1.1 o Microsoft Word for Windows V1.0, V1.1, V2.0 o Microsoft Works for DOS V1.0, V2.0 o Microsoft Works for Windows V2.0 o Multimate** V3.3, V4.0 o Norton AntiVirus** V1.5, V2.0 o Norton Desktop for Windows V1.0, V2.0 o Norton Utilities/Advanced V4.5, V5.0 o Norton Utilities for Mac V1.0, V1.1, V2.0 o PageMaker** V4.0 o PageMaker for Mac V4.0, V4.2 o Paradox** V3.0, V3.5, V4.0 o PKZIP** V2.04 IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 9 IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES o PowerPoint** V3.0 o PowerPoint for Mac V2.01 o PowerPoint for Windows V2.0E o Q&A** V3.0, V4.0 o QuarkXPress** for Mac V3.1 o Quattro Pro** V2.0, V3.0, V4.0 o Timeline** V4.0, V5.0 o Timeline for Windows V1.0 o WordPerfect** V5.0, V5.1 o WordPerfect for Mac V2.03, V2.1 o WordPerfect for OS/2 V5.0 o WordPerfect for Windows V5.1, V5.2 ** Product or company name is a trademark or registered trademark of its respective holder. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 10 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND ______________________________________________________ DEVELOPERS __________ IBM ANNOUNCEMENT LETTER NUMBER 694-014, MAY 31, 1994 _____________________________________________________ The Personal Systems Support Family provides a menu of fee services designed to provide software solutions support on a broad selection of IBM and other eligible personal computer products. The services come with many options to permit tailoring support to each customer's needs and span a full spectrum of users, including: o Small businesses o Department-sized groups within businesses of all sizes o System supporters and medium businesses o Developers and large businesses o Users and developers of personal productivity, general business applications, or complex applications This offering is not intended for home users of OS/2 (R) on a single desktop system. In addition, purchasers of IBM PC Company hardware systems can access a set of offerings that support their systems, hardware and software, in a non-host-connected LAN environment of up to 250 nodes. Personal Systems Support Family services include: o Personal Systems Support Line o Personal Systems Consult Line o IBM House Call o Personal Systems Forum o Personal Systems Technical Connection Personal Software (CD-ROM) o Personal Systems Desktop Application Support o Personal Systems Customer Application Assistance o Personal Systems Technical Education Coupons o Personal Systems Technical Solutions Concurrent with availability of Personal Systems Support Family, SystemXtra (TM) for Personal Systems is withdrawn from marketing. A new technical support structure includes Program Services (code related problem support) and a "getting started" period of Support Line Standard level of support. This will be provided for the first license within a site, location or centralized help desk for all eligible products. Effective July 11, 1994, current voice support for program services will be available only through Personal Systems Support Line. Features of the Personal Systems Support Family services include: o Satisfaction guarantee o Coverage during business hours - 8:00 a.m. to 5:00 p.m. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 11 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS - In your time zone - Monday through Friday, except U.S. national holidays o Extended-hours coverage - 24 hours a day - 7 days a week CHARGES All services provided outside of business hours are subject to a 35% premium. For each additional Support Line Standard or Support Line Premium service purchased, a 10% discount will be applied. SUPPORT LINE o Per Incident - Fixed solution during business hours: $190 - 24 hours, 7 days per week: $260 o Standard - Annual: $4,495 o Standard Options - Each additional contact: $2,995 - 24 hours, 7 days a week: $1,575 - Priority Handling: $4,995 - Multivendor coordination: $1,995 - Technical Connection Personal Software CD-ROM: $299 A 10% discount will apply for multiple purchases of the Standard Annual. Discounts do not apply to optional charges. o Premium: $29,995 o Premium Options: - Each additional Contact: $2,995 A 10% discount applied for each additional Premium service purchased. PERSONAL SYSTEMS FORUM o Forum: No Charge - TalkLink subscription: $18/month HOUSE CALL o Hourly contract rate: $170/hour - Two hour minimum. o Hourly rate discounts available for 20 or more hours - 2 - 19 hours - $170/hour - 20 - 99 hours - $155/hour - 100 or more hours - $140/hour CONSULT LINE o One hour minimum. o Hourly rate: $240/hour IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 12 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS DESKTOP APPLICATION SUPPORT o Per incident price: $64 TECHNICAL CONNECTION-PERSONAL SOFTWARE o Single copy: $59 o Annual subscription with quarterly updates: $119 o Annual subscription with monthly updates: $299 CUSTOMER APPLICATION ASSISTANCE o Hourly charge: $240/hour PS TECHNICAL SOLUTION o Annual subscription: $50/year Planned Availability Date: July 11, 1994 OVERVIEW - PERSONAL SYSTEMS TECHNICAL SUPPORT STRUCTURE PROGRAM SERVICES Code-related problem (defect) support is provided through program services for all supported IBM licensed software products. Code-related problem means the product does not conform to specifications and could be either a code or documentation error. You can report code-related problems to IBM electronically, via facsimile, or through U.S. Mail. IBM will respond in the same media as your inquiry. IBM will respond to your inquiries within a maximum of two business days of electronic or facsimile receipt, and seven days of mail receipt advising of the problem disposition. Response to known code-related problem inquiries may be a code correction, bypass or restriction. If the problem reported is not known to be a code-related problem, you will be informed that IBM will continue to work on it for a fee if you do not have a support contract, or that it is beyond the "getting started" period. If the problem is determined to be caused by an error in IBM code, the fee will be waived. GETTING STARTED PERIOD A getting started period is provided to help customers with installation and usage assistance. In addition to Program Services, customers will receive a no-charge getting started period of Personal Systems Support Line STANDARD level of support. This will be provided for the first license within the site, location or centralized help desk for all IBM products. Personal Systems Support Line, a Personal Systems Support Family fee offering, provides voice access to question IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 13 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS and problem support for a 60-day period for the product being installed. The 60-day period begins with the first call from within the site, location, or centralized helpdesk. At the conclusion of the getting started period, you can contract for continued voice access through Personal Systems Support Line fee offerings. ENHANCED SERVICES -- PERSONAL SYSTEMS SUPPORT FAMILY PERSONAL SYSTEMS SUPPORT LINE: The Personal Systems Support Line service provides support for customers requiring voice assistance with usage and code-related problems. The OS/2 and IBM PC-DOS operating systems, a broad range of products that operate on OS/2 and IBM PC-DOS, and selected other IBM Personal Computer software products are supported. Refer to the SUPPORTED PRODUCTS SECTION. This offering does not extend or enhance the central service provided with OS/2 products. Customers may select either PER INCIDENT, STANDARD or PREMIUM support. Per Incident support is charged on a fixed solution basis. (An INCIDENT is defined as a single request for assistance with a specific personal systems product. Requests for assistance with different questions, or different problems, will be considered to be separate incidents). STANDARD and PREMIUM support is available on an annual contract basis and is charged monthly. The monthly charge option gives the customer unlimited questions or problems. Personal Systems Support Line PER INCIDENT, STANDARD OR PREMIUM are not intended for the home user of OS/2 on a single desktop system. With PERSONAL SYSTEMS SUPPORT LINE PER INCIDENT service, the customer receives: o Voice access via 800 telephone number. If customers have TALKLink, they can submit an incident or incidents electronically. o Support for questions and problems with any of the products eligible for support. Refer to the SUPPORTED PRODUCTS section. o Support during business hours (8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, except U.S. national holidays). Services provided outside of business hours are subject to a 35% premium. With PERSONAL SYSTEMS SUPPORT LINE STANDARD service, the customer receives: o Voice/electronic access as described in PER INCIDENT Support Line. o Support for questions and problems regarding the OS/2 and IBM PC-DOS operating systems. Additional product support beyond the OS/2 or IBM PC-DOS operating systems is provided on an optional basis for a fee on a product-by-product basis. If OS/2 or IBM PC-DOS is not installed, IBM will treat the first additional product as the equivalent of either OS/2 or IBM PC-DOS. o Support during business hours (8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, except U.S. national holidays). Services provided outside of business hours are IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 14 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS subject to a 35% premium. o Monthly activity reports, which show the customer's personal systems product support activities including number of incidents and their status. o Two customer contacts (focal points) plus two alternates to access support. Customers may select additional Support Line STANDARD options that are offered and priced individually. These options include: o Extended hours coverage: 24 hours a day, 7 days a week. With extended hours coverage, the customer receives two additional contacts plus two alternates (total of four) for off-shift coverage. o PRIORITY HANDLING that provides for direct access to a product expert and automatic invocation of additional technical resources after specific intervals. Priority Handling is available either via voice or electronic access. o MULTIVENDOR COORDINATION support, which means when a problem is determined not to be in an IBM product, but in another vendor's software with whom IBM has a Multivendor Coordination Agreement, IBM will contact the vendor, explain the customer's problem, and obtain agreement to transfer the problem to the vendor's support organization. The customer is responsible for any fees associated with the vendor's service and support. If the problem is known to be in a non-IBM product, the customer's first point of contact should be the vendor. IBM is not able to transfer calls if the customer is not entitled to support on the vendor's product. For information on the vendors and/or business partners with whom IBM has a Multivendor Coordination Agreement, call the Personal Systems Support Family Project Office at 800-799-7765. o Additional customer contacts (focal points) to access support. o Support for additional products. Refer to the SUPPORTED PRODUCTS section. Additionally, the following service can be selected as a Support Line STANDARD priced option: o A monthly subscription to PERSONAL SYSTEMS TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM that provides "AS-IS" technical information including closed APAR information, various compressed CSDs (Corrective Service Diskettes), tips and techniques regarding installation, operation, performance tuning and commonly asked questions and answers about OS/2, IBM PC-DOS, and LAN platform products and applications. With PERSONAL SYSTEMS SUPPORT LINE PREMIUM service, the customer receives: IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 15 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS o Voice/electronic access as described in PER INCIDENT Support Line. o Extended-hours coverage: 24 hours a day, 7 days a week. With extended-hours coverage, the customer receives two additional contacts plus two alternates (total of four) for off-shift coverage. o Monthly activity reports, which show the customer's Personal Systems product support activities including number of incidents and their status. o Four customer contacts (focal points) plus four alternates (total of eight) to access support. o A monthly subscription to PERSONAL SYSTEMS TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM that provides "AS-IS" technical information including closed APAR information, various compressed CSDs (Corrective Service Diskettes), tips and techniques regarding installation, operation, performance tuning, and commonly asked questions and answers about OS/2, IBM PC-DOS, and LAN platform products and applications. o PRIORITY HANDLING that provides for direct access to a product expert and automatic invocation of additional technical resources after specific intervals. Priority Handling is available either via voice or electronic access. o MULTIVENDOR COORDINATION support, which means when a problem is determined not to be in an IBM product, but in another vendor's software with whom IBM has a Multivendor Coordination Agreement, IBM will contact the vendor, explain the customer's problem, and obtain agreement to transfer the problem to the vendor's support organization. The customer is responsible for any fees associated with the vendor's service and support. If the problem is known to be in a non-IBM product, the customer's first point of contact should be the vendor. IBM is not able to transfer calls if the customer is not entitled to support on the vendor's product. For information on the vendors and/or business partners with whom IBM has a Multivendor Coordination Agreement, call the Personal Systems Support Family Project Office at 800-799-7765. o Support for all products included in the SUPPORTED PRODUCTS section with exception of the DESKTOP APPLICATION products. Customers can select an additional Support Line Premium option offered and priced individually: o Additional customer contacts to access support. ADDITIONAL PERSONAL SYSTEMS SUPPORT FAMILY SERVICES PERSONAL SYSTEMS CONSULT LINE: The Personal Systems Consult Line service helps customers better understand and more effectively use IBM IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 16 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS and other personal computer products by providing telephone access to experts. These experts consult on a mutually agreed to topic providing recommendations and corrective actions as appropriate. With Personal Systems Consult Line, the customer receives consultation in the areas of: o Systems management and performance o Evaluation of designs o Guidance toward best approach and use of various systems Personal Systems Consult Line is a support service that picks up where Personal Systems Support Line leaves off. It is designed to fulfill customer needs beyond the intended scope of Personal Systems Support Line. Personal Systems Consult Line is tailored to meet the customer's unique needs. IBM will advise and consult with the customer on various items; examples include: o Advice and direction for highly complex environments o In-depth analysis including design guidance and evaluations o Comprehensive implementation assistance o Direct technical support from technical specialists skilled in performance, capacity planning, and communications and systems management Personal Systems Consult Line service is scheduled at a time that is mutually agreeable to both the customer and IBM. Consultation for products not included in the Supported Products list will be considered, based on available skills. IBM HOUSE CALL: The IBM House Call service can help customers supplement critical skills needed to perform on-site hardware and software support. In addition to answering questions, a support specialist can perform specific services pertaining to the installation, usage and performance tuning of supported products. IBM House Call is charged hourly or by pre-paid blocks of hours. With IBM House Call, the customer receives: o Access to an on-site support specialist who can assist in hardware and software installation activities, software maintenance and upgrade activities, operational services, problem assistance, and any other mutually agreed upon tasks. o Coverage at a mutually agreeable time (8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, except U.S. national holidays). PERSONAL SYSTEMS FORUM: The Personal Systems Forum is a bulletin board service that provides customer-to-customer communication, a database of technical information, and tips and techniques. The items posted on the bulletin board are accessible to all customer and IBM personnel subscribers to the IBMLink (TM) facility, TALKLink, a prerequisite for receiving Forum service. TALKLink provides the capability for IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 17 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS customers to review information electronically, submit questions or requests, and receive answers or information. With Forum, the customer receives: o Conferences and forums -- "AS-IS" question and answer bulletin boards containing product-related topics. o Customer-to-customer messaging -- customers can send messages to each other. o Software library -- download application programs and upload contributions either owned by the customer or which the customer can legally make generally available. o News and announcements containing recent information regarding products and services. o Search Service -- allowing searching of IBM databases via interactive mode. This search facility includes a large "AS-IS" question and answer database of items, IBM Systems Center Flashes, and IBM's problem management libraries. This database contains information about problems and fixes. o Customers can initiate, review, or respond to dialog in the conference areas. PERSONAL SYSTEMS CUSTOMER APPLICATION ASSISTANCE: When it is determined that the customer's problem is not in any of the supported products, but in the customer's code, IBM will make this known immediately to the customer. If there are circumstances where the customer requires that IBM further debug the problem and determine where the failure exists in the customer's code, the customer will be advised that IBM will continue the debugging at an hourly charge. For additional information on these services, call the Personal Systems Support Family Project Office at 800-799-7765. PERSONAL SYSTEMS TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM: The Personal Systems Technical Connection Personal Software CD-ROM provides "AS-IS" technical information. It includes closed APAR information, various compressed CSDs (Corrective Service Diskettes), tips and techniques regarding installation, operation, performance tuning and answers to commonly asked questions about the Personal Systems platform products. The user accesses this information through easy-to-use expert system tools AskPSP, OS/2 VIEW, or BookManager (R). The latest OS/2 Book Collection CD-ROM is included with the first issue of TECHNICAL CONNECTION. Customers can purchase the TECHNICAL CONNECTION by annual subscription with either monthly or quarterly updates, or by single issue. PERSONAL SYSTEMS TECHNICAL SOLUTIONS: The PERSONAL SYSTEMS TECHNICAL SOLUTIONS is a bi-monthly publication that provides detailed information about personal computer hardware and software, OS/2, IBM PC-DOS, local area networks, client/server solutions, programming languages, connectivity and more. Customers can purchase PERSONAL SYSTEMS TECHNICAL SOLUTIONS by annual subscription. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 18 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT: Desktop Application Support complements Personal Systems Support Line. Customer contacts may obtain usage assistance on a list of over 250 applications running under OS/2, IBM PC-DOS, and Windows (1). Information can be provided about the operation of desktop hardware, or the use of software programs. With Desktop Application Support, the customer may obtain: o Installation assistance o Assistance with a functional task o Help clarifying documentation or manuals o General information about the program's capabilities o Assistance in identifying a system problem If the source of the problem is code-related in an eligible program, we will contact the appropriate support group (including other vendor's) to request a correction. If a vendor correction is available at no charge, we will request that it be sent to the customer. If a charge is associated with the fix, the designated customer contact will be notified that a fix is available and how it can be obtained. Call activity data can be obtained electronically. Products supported by the Personal Systems Support Line service are not supported through the Desktop Application Support Service. Standard coverage is from 8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, except U.S. national holidays. Extended-hours coverage provides support 24 hours a day, 7 days a week, and is available for an additional fee. Refer to Desktop Applications in the SUPPORTED PRODUCTS section for a list of the applications supported. (1) Trademark of Microsoft Corporation PERSONAL SYSTEMS TECHNICAL EDUCATION COUPONS: Customers purchasing any of the Personal Systems Support Family services will receive discount coupons, which can be applied to any of the eligible Personal Systems classes offered by Skill Dynamics (TM), An IBM Company. For the latest information on courses and costs, call Skill Dynamics in the U.S. at 800-426-8322, or in Canada at 800-465-1234. For information on technical education offered by IBM Support organizations, call the Personal Systems Support Family Project Office at 800-799-7765. TERMS AND CONDITIONS FOR PERSONAL SYSTEMS SUPPORT FAMILY GENERAL The following are the general terms and conditions that apply to Personal Systems Support Family: o Business hours are 8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, except U.S. national holidays. All IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 19 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS services provided outside business hours are subject to a 35% premium with the exception of Personal Systems Forum, Technical Connection Personal Software CD-ROM, Technical Solutions and the Technical Education Coupons. o A customer contact must be available to work with a product specialist or expert during the entire time IBM is performing services outside of business hours (Extended hours). o The Personal Systems Support Family offering will be provided under the terms of the IBM Customer Agreement (ICA), Signature Page for Attachments, Attachment for Personal Systems Support Family Services, Attachment for IBM Support Family Services, and Supplement for IBM Support Family Services. This offering may include appropriate Statements of Work provided under the ICA's Project Services terms. o Personal Systems Support Family contracts are for a one-year term. o Customers choosing an hourly payment option for a Personal Systems Support Family service will be charged for the time IBM spends exchanging information with you, analyzing information you provide to us, and preparing recommendations to resolve a problem. o Customers may terminate any of the Personal Systems Support Family services by providing IBM with written notice of their intent to terminate the Personal Systems Support Family in its entirety or any of the individual services at least one month before termination. The mailing address is: Personal Systems Support Family Project Office IBM Corporation 522 South Road -- Building 052 Mail Station P123 Poughkeepsie, NY 12601-5400 o All Personal Systems Support Family services include a satisfaction guarantee. SATISFACTION GUARANTEE If, for any reason, a customer is not completely satisfied with a service, IBM must be notified in writing within one month. If IBM is unable to resolve the problem to the customer's satisfaction, the customer will receive a refund as follows: o For Services using an hourly charge, a refund equal to the charge for the period of time the customer was dissatisfied. o For Services using a monthly charge, a refund equal to the monthly charge for the Service. o For Services using a Per Incident charge, a refund equal to the charge for the incident with which the customer was dissatisfied. o For Services using a block of hours charge, a refund equal to the IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 20 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS charge for the number of hours for which you were dissatisfied. o For Services using annual or quarterly charges, a refund equal to a pro rata monthly charge. ADDITIONAL TERMS AND CONDITIONS PERSONAL SYSTEMS SUPPORT LINE: SCOPE OF SERVICES: Personal Systems Support Line provides single point-of-entry voice (800 telephone) support for questions and problems about eligible products and the OS/2 and IBM PC-DOS operating systems. (Electronic access is also available.) IBM RESPONSIBILITIES: IBM will provide voice support via 800 telephone access and, upon request, IBM will also provide electronic access, to product specialists who will: o Be available to provide support during the customer's selected period of coverage. IBM's objective is to respond to the customer within a maximum of two business hours of their call during business hours, and within a maximum of four hours of their call during extended hours. If the customer uses electronic access, IBM's objective is to respond to the customer by the end of the next business day. o Answer specific, task-oriented problems or questions pertaining to the use and operation of currently supported products, and refer the caller to specific IBM product documentation or publications for additional information and instructions. o For Personal Systems Support Line customers with the Priority Handling option, IBM will respond as follows: - A product expert will respond to the customer within a maximum of 60 minutes of a call received during business hours, and within a maximum of two hours for calls received during extended hours. Response to customers using electronic access will be within a maximum of 60 minutes during business hours. - The incident will be prioritized in the order of priority incident receipt and above the regular workload of the product expert. - When the source of the problem has been clearly determined to be in one of the eligible products, the product expert will work with the customer to gather the information necessary to further define the source of the problem within the product. At this point, if the problem is not resolved within a maximum of two additional business days, the product expert will invoke additional technical resources. Customers with a TALKLink ID activated for submitting electronic requests for support, and who have purchased the Priority Handling IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 21 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS option, may identify electronically reported incidents for Priority Handling. NOTE: Critical situation incidents requiring Priority Handling during extended hours should be submitted via telephone. Priority Handling incidents submitted electronically during extended hours will be responded to within the first hour of the next business day. CUSTOMER RESPONSIBILITIES o Call 800-237-5511 to initiate Personal Systems Support Line. o For customers with the Priority Handling option: Indicate which specific incidents require Priority Handling when requesting assistance. o The customer is responsible for acquiring an IBMLink (TALKLink) subscription and requesting electronic problem submission if electronic Personal Systems Support Line access is desired. o The customer agrees to designate at least two contacts (focal points) plus two alternates to coordinate communications with IBM, including the submission of incidents. Additional charges will be incurred for additional contacts with the exception of customer's selecting the Personal Systems Support Line Premium service where they will receive a total of four focal points and four alternates, included in the cost of Premium Support Line. o Provide information necessary to complete the Support Family Customer Information Profile. o Provide information and data that IBM may request to help answer the customer's questions. o Use your IBM customer number when requesting the Personal System Support Line service. OTHER: o Personal Systems Support Line applies to only the U.S. English version of the supported eligible products. o Personal Systems Support Line does not extend the announced end of service and support of any eligible product. o If a code-related problem is found in an IBM supported product, there will be no charge for the incident reported. o Personal Systems Support Line is not intended to replace documentation or recommended training in the use and operation of the products. o Customers should make every attempt to contact the responsible IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 22 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS service provider based on the nature of the problem. If a call is placed to IBM and it is outside the scope of this service, IBM will, on a reasonable basis, route these calls to the appropriate IBM service deliverer. o Under the Personal Systems Support Line service, customers are specifically NOT entitled to telephone or electronic support for any of the following: - Continuous contact during lengthy procedures that would best be provided on-site (refer to IBM House Call) such as: -- Complete configuration of systems, workstations or networks -- Complete hardware or software release upgrade installation - Application development assistance. (Refer to CUSTOMER APPLICATION ASSISTANCE for support availability). OS/2 and DOS application developers may obtain information on IBM's Developer Assistance Program (DAP) requirements and enrollment procedures by calling the IBM DAP HOTLINE at 407-982-6408. - Detailed design and analysis that IBM has defined to be consulting activity (refer to Consult Line). - Dispatch of any non-IBM personnel or service. - Technical education. o For Per Incident Support Line, requests for assistance with different questions, or different problems, will be considered to be separate incidents. Each incident will be tracked individually. An incident may involve multiple calls or actions such as: - The initial request for assistance - Offline research - A callback from IBM to the customer - Closure of the incident Closure of an incident occurs when an answer to the initial request is provided. Closure may also include referring the customer to the appropriate source for resolution. PERSONAL SYSTEMS CONSULT LINE: SCOPE OF SERVICES: Personal Systems Consult Line provides telephone access for customers to IBM technical experts for consultation on an agreed to topic relating to eligible products and environments. IBM RESPONSIBILITIES: When a Personal Systems Consult Line request is received, IBM will call the customer to schedule a mutually agreeable time for the Personal Systems Consult Line session to occur, and help assure that the nature of the consultation request is clear. IBM's intent is that this return call will occur within one business day of the customer's request. The actual consultation session with IBM's IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 23 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS technical experts must be scheduled at a mutually agreeable time. o Advise and consult with the customer to interpret, analyze, guide, design or study the requested aspect of their system. o Provide recommendations and remedial actions as appropriate. CUSTOMER RESPONSIBILITIES: o Call 800-237-5511 to initiate Personal Systems Consult Line. o Define the type of consultation requested to ensure the assignment of a technical expert with the appropriate expertise. o Provide information and data that IBM may request to help answer your questions. o Limit access to only those entitled to incur charges. o Use your IBM customer number, when calling for services. OTHER: o The charge for this service will consists of the call, (an hourly rate times the number of people involved in the call, times the number of hours involved in the call), the time IBM spends analyzing information you provide to us for the call, and preparing recommendations to resolve the problem will be charged. IBM HOUSE CALL: SCOPE OF SERVICES: IBM House Call provides an on-site support specialist to assist the customer with tasks related to the operation and software maintenance of the system. This service is provided to resolve a customer's product specific question/problem or to provide the customer with a cross-platform solution. IBM House Call services, which can not be provided by a local resource, may be provided by a technical support specialist from a remote IBM location. IBM RESPONSIBILITIES: o IBM will provide a technical support specialist who will provide services at the customer's location at a mutually agreed upon time. o IBM will respond within two business hours to a customer's request to schedule an IBM House Call engagement during business hours. Response to calls received within the last two business hours of the day or later, will occur within the first two business hours of the next business day, unless otherwise specified by the customer. CUSTOMER RESPONSIBILITIES: o Select either the hourly charge or prepaid block option. o Call 800-237-5511 to initiate and schedule all IBM House Call activity. o Provide information and data that IBM may request to help answer IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 24 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS your questions. o Provide information to the on-site technical support specialist detailing activities with which the customer wants assistance. o Provide all necessary and safe access to IBM to perform services. OTHER: o Purchase of this service is available on an hourly basis or a prepaid block of hours (minimum of 20 hours). The minimum time allocated for the initial IBM House Call visit is two hours for customers paying on an hourly basis and this is payable in advance. o Travel time will be added to the time spent at the customer location and is considered part of the IBM House Call engagement. o Travel and other related expenses incurred (for example, airplane, hotel, travel outside of the service area), to deliver IBM House Call, must be mutually agreed to by IBM and the customer prior to the customer's acceptance of the IBM House Call contract. These expenses are not part of the House Call agreement. o All tasks performed are to be mutually defined and scheduled by the customer and the IBM technical support specialist who provides the service. o For customers purchasing prepaid blocks of hours, all hours must be used within one year of the purchase date or they will be considered forfeited. Prepaid blocks are business hours only. Extended-hour coverage for customers purchasing prepaid blocks is available at a 35% premium. PERSONAL SYSTEMS FORUM: SCOPE OF SERVICES: A TALKLink ID that will provide access to Personal Systems Forum. IBM RESPONSIBILITIES: IBM will provide the customer with: o Initial configuration information to allow the customer to access Forum. o Electronic access to a computer-based bulletin board that will have 24 hours a day, 7 days a week availability, except during brief weekly maintenance periods (a period of time during which maintenance services are performed on IBM's system). o Access to forums on an "AS-IS" basis, to exchange with other customers of this service, comments and questions related by platform. o The ability to give IBM feedback on problems with this service. CUSTOMER RESPONSIBILITIES: o Obtain an IBMLink (TALKLink) subscription. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 25 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS o Provide a workstation or terminal and modem equipped to access the IBMLink facility, TALKLink. o Ensure the system is configured according to the protocols established by TALKLink. o Ensure that no items are submitted that contain solicitations, disparaging remarks, improper or discriminatory language, or intentionally inaccurate or misleading statements. OTHER: IBM also reserves the right to discontinue access to any particular user based on misuse or inappropriate use of the forum. PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT: SCOPE OF SERVICE: Personal Systems Desktop Application Support provides the customer's contact with usage assistance on a list of over 250 applications running on OS/2, IBM PC-DOS, and Windows. Assistance can be provided on the operation of desktop hardware, or the use of software programs. IBM RESPONSIBILITIES: o Provide standard coverage from 8:00 a.m. to 5:00 p.m. in the customer's time zone, Monday through Friday, except U.S. national holidays. o Answer usage and installation questions related to eligible programs as specified in the SUPPORTED PRODUCTS list. o Use commercially reasonable efforts to identify the source of the eligible program or system problem and assist you in resolving it. If the source of the problem is: - A code-related problem in an eligible program, we will instruct you to contact the vendor to request a correction. This does not apply to the Personal Systems Support Line for single license user's supported products. - A hardware problem, we will instruct you to contact your local provider of hardware service. o IBM is not responsible for services or charges for services provided by other vendors. CUSTOMER RESPONSIBILITIES: o Call 800-237-5511 to initiate Desktop Application Support Service. o Use your IBM customer number when calling for services. o Designate a person to be the focal point for communications with IBM. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 26 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS o Provide IBM with a list of eligible machines and programs for which you are requesting service. o Accept call information from us and take action as required for unresolved problems. o Be responsible for distribution and implementation of corrections. o Destroy all copies of the call activity program upon termination of services. CUSTOMER APPLICATION ASSISTANCE: SCOPE OF SERVICES: Assist in debug, problem determination, and problem source identification with customer code. IBM RESPONSIBILITIES: o Assist customer in debug activities, problem determination, and problem source identification with customer code. o Provide remote services to assist with custom application development. CUSTOMER RESPONSIBILITIES: o Provide information and data that IBM may request to help identify the customer's problem. TECHNICAL CONNECTION -- PERSONAL SOFTWARE: SCOPE OF SERVICES: Technical Connection -- Personal Software provides technical information, service, and solutions for OS/2 2.0 and later versions, IBM PC-DOS, and LAN. IBM RESPONSIBILITIES: o Maintain and keep current, on a monthly basis, the information contained on the CD-ROM. o For a single CD-ROM license, IBM will deliver the CD-ROM within two to three weeks. o For monthly or quarterly updates, IBM will deliver the CD-ROM when it is available for that month or quarter. CUSTOMER RESPONSIBILITIES: o Place an order for a single issue, or an annual subscription with either monthly or quarterly updates. OTHER: o All terms and conditions of the product license apply. o Technical Connection -- Personal Software does not extend the warranty outlined in the product license agreement. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 27 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS SUPPORTED PRODUCTS The following are the products supported by Personal Systems Support Family at the time of this announcement. Customers with problems submitted for any of these products before July 11, 1994, will continue to have them resolved in the current manner; all voice requests on or after July 11, 1994, will be processed via one of the Personal Systems Support Line services. The Personal Systems Support Line services apply only to the U.S. English versions of the supported products. The following is included: o IBM products included in the base offering o IBM products running on either OS/2 or IBM PC/DOS platforms o IBM personal computer products running on other vendor software platforms o Novell** NetWare** products o Products supported under the Desktop Applications service. ** Product or company name is a trademark or registered trademark of its respective holder. The following products are included in the Support Line Standard annual service offering price of $4,495: o MMPM/2 o OS/2 16/32-Bit Operating System o OS/2 for Windows o OASAS I Disk Array Management o PENDOS o PEN for OS/2 o IBM PC-DOS o IMG Adapter/A Device Driver o MMPM/2 Toolkit o MVGA/MUL XGA Device Driver o Secured DOS - DES o Toolkit All services provided outside of normal business hours are subject to a 35% premium. A 10% discount will be provided for each product in which the customer has obtained certification training. After purchasing a Standard annual offering, the following products may be purchased separately for the annual prices listed below to create a customized service offering. PROGRAM NAME CHARGE Address Book Synchronization/2 $ 495 AFP Workbench 495 ANYNET/2 995 IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 28 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS ANYNET/2 SOCKETS OVER SNA GATEWAY 495 APL2/2 495 BookManager Build/2 495 BookManager Read DOS 495 BookManager Read/2 495 Bridges 995 Frame Relay Token-Ring Bridge LANStreamer Bridge LAN Bridge Manager/2 Token Ring Bridge Local Token Ring Bridge Remote Token Ring Network Bridge Program C SET ++ 995 CallPath 2,495 CallPath/2 CallPath Coordinator/2 CallPath Coordinator/2 Archive CallPath Coordinator/2 Server CallPath Toolkit CallPath/DOS CallPath Switchserver/2 CallPath/2 Single-Agent CallPath/2 Multi-Agent CallPath Coordinator For Windows DirecTalk/2 DirecTalk/2 Host Communications DirecTalk/2 Voice Messaging DirecTalk/2 Voice Recognition CICS/OS2 2,495 CICS/OS2 Multi-User CICS/OS2 Single-User CICS/OS2 Clients COMMANDTREE/2 495 Communications Manager/2 2,495 CURRENT 495 CURRENT/400 CURRENT/VM CURRENT/MVS DataGlance 995 DataGlance NET Analyzer ETH/TR DataGlance NET Analyzer Ethernet DataGlance NET Analyzer Token Ring DataHub Support/2 495 DataHub/2 2,495 DB2/2 (Client/Server) 2,495 CAE/2 CAE/DOS SDK/2 SDK/DOS DCAF $2,495 DCE Toolkit 2,495 DCE Cell Directory Server IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 29 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS DCE Client DCE Client-Encrypted DCE SDK-Encrypted DCE Security Server DCE Windows Client-Encrypted 495 DCE Windows Client DDCS/2 2,495 FlowMark 2,495 FormTalk 495 GDDM 495 GDDM PC Link GDDM OS/2 Link GRAPHICSVIEW/2 495 Image and Records Management (IRM) 2,495 IRM Server/2 IRM Client Services/2 ImagePlus Capture Facility/2 995 ImagePlus Intelligent Forms Facility 495 ImagePlus Object Distribution Manager/2 2,495 ImagePlus Workstation Communication Interface 495 ImagePlus/2 495 IWPM/2 495 IWPM/DOS 495 IWPM/Windows 495 LAN Distance 2,495 LAN Distance Connection Server LAN Distance Connection Server 8-PORT LAN Distance Remote LAN NetView 995 LAN NetView System Package LAN NetView Manager LAN NetView Agents Extended LAN NetView Agents for DOS LAN NetView Enabler LAN NetView Fix LAN NetView Monitor LAN NetView Tie LAN NetView Start LAN NetView Management Utility for OS/2 495 LAN Network Manager 495 LAN Network Manager LAN Network Manager Entry LAN Station Manager LAN Server $2,495 LAN Requester LAN Server Entry/Advanced LAN Server Ultimedia LAN Server Enabler IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 30 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS LAN Support Program 495 LANDP 2,495 LANDP/DOS LANDP/2 NETDA/2 495 NETSP 995 NetView DM/2 2,495 NetWork Door/2 495 NetView FTP 995 NetView FTP Client/2 NetView FTP Server/2 NetView Network Planner/2 995 NetView/PC 495 NetWare Blue from IBM 2,495 NetWare Async Communications Services from IBM NetWare Client Kit-DOS/Windows from IBM NetWare Client Kit-OS/2 from IBM NetWare Communications Services Manager from IBM NetWare Flex/IP from IBM NetWare for SAA SRBCS Manager from IBM NetWare for SAA 1.3 from IBM NetWare for SAA 1.3B from IBM NetWare from IBM 2.2 NetWare from IBM 3.11 NetWare FTAM from IBM NetWare HostPrint from IBM NetWare Lite from IBM NetWare Management Agent from IBM NetWare Name Service from IBM NetWare NFS from IBM NetWare NFS Gateway 1.1 from IBM NetWare NFS Starter Kit from IBM NetWare Services Manager - OS/2 from IBM NetWare Services Manager - Windows from IBM NetWare SFT III from IBM NetWare SNA Links from IBM NetWare Services Manager - LAN - NetView - from IBM NetWare Workstation Kit - OS/2 from IBM NetWare Workstation Kit DOS/Windows from IBM NetWare Workstation Kit OS/2 from IBM NetWare 3.12 from IBM NetWare 4.0 from IBM IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 31 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS NetWare 4.01 for OS/2 from IBM NetWare 4.01 from IBM NetWare/IP 1.1 from IBM NetWare for Macintosh Client from IBM NetWare for Macintosh from IBM Network Signon Coordinator/2 $ 495 NSDOS 495 NTS/2 995 OSI 995 OSICS/2 OSIFS/2 PC/3270 995 PC/3270 DOS PC/3270 Entry PC/3270 Entry CCA PC/3270 Entry Emulation PC/3270 Windows PC TSO File Transfer PC VM File Transfer PC LAN Program 995 PC Node Manager 495 Person-to-Person 495 Person-to-Person/2 Person-to-Person/Windows Personal AS Windows 995 Personal AS/2 995 PL/I Package/2 495 Problem Management Bridge (PMB) 995 PSF/2 2,495 Routers 995 LAN to LAN WAN Entry LAN to LAN WAN RouteXpander/2 X25 Expander RXR LNM Support/2 RXR Multiport Support/2 RXR X.25 Support/2 SAA Prolog/2 995 SDPM 995 SearchManager/2 495 SearchManager LAN Server/2 AND Client/2 SearchManager Client/DOS for Windows SYS Performance Monitor/2 495 TCP/IP for DOS and Kits and NetBIOS 2,495 TCP/IP for OS/2 and Kits 2,495 Thesaurus/2 495 Time and Place Connectivity/2 995 Time and Place/2 495 IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 32 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS Ultimedia VideoCharger 495 User Profile Management for Extended 495 User Profile Management for LAN Server$ 495 Visual Document Library 995 VisualAge 2,495 VisualInfo Client for OS/2 495 VisualInfo Library Server for OS/2 995 VisualInfo Object Server for OS/2 995 WITT 495 WorkFrame/2 495 The following Novell products are available for support via a purchased Support Line contract, but IBM does not provide warranty support or a "getting started" support period for them. Product price for Red NetWare is $2,495, covering the following: LANalyzer for Windows NetWare Asynchronous Communications Services NetWare Client Kit - DOS/Windows NetWare Client Kit - OS/2 NetWare Communications Service Manager NetWare Flex/IP NetWare for Macintosh NetWare for Macintosh Client NetWare for Macintosh NetWare for SAA Services Manager NetWare for SAA NetWare FTAM NetWare HostPrint NetWare Lite NetWare Management Agent NetWare Name Service NetWare NFS NetWare NFS Gateway NetWare Services Manager - OS/2 NetWare Services Manager - Windows NetWare SFT III NetWare SNA Links NetWare Services Manager-LAN NetView NetWare Workstation Kit for OS/2 NetWare Workstation Kit DOS/Windows NetWare Versions 2.2-4.01 NetWare 4.01 for OS/2 NetWare/IP DESKTOP APPLICATIONS HARDWARE: o IBM Personal Computer XT (TM) o IBM Personal Computer AT (R) IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 33 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS o IBM Personal System/2 (R) o IBM compatible Personal Computers o Apple Personal Computers o Macintosh Personal Computers o Commercially available options and peripherals attached to an eligible machine, subject to certain exceptions. NOTE: Compatible PCs are those that run the same Operating Systems and Applications that run on IBM PCs and PS/2s. SOFTWARE -- OPERATING SYSTEMS: o MS-DOS (Microsoft Corporation) - Version 3.3 - Version 4.0 - Version 5.0 - Version 6.0 - Version 6.2 o Macintosh System Software (Apple) - Version 6.8 - Version 7.0 - Version 7.1 SOFTWARE -- LOCAL AREA NETWORK OPERATING SYSTEMS: o AppleShare File Server (Apple) - Version 1.0 - Version 2.0 o Banyan Vines 4.1 (Banyan Systems, Inc.) o Banyan Vines 5.5 (Banyan Systems, Inc.) NOTE: LAN Operating System software and applications installed in a LAN environment are supported from an end user view only. Resource allocation, security, and other administrative functions will be referred to a contact designated by the customer. SOFTWARE -- APPLICATIONS o AfterDark 2.0 (Berkley Systems) o Allways (Funk Software) - Version 1.0 - Version 1.2 - Version 2.2 o Alpha Four Version 2.0 (Alpha Software) o Ami Professional (Lotus Development Corporation) - Version 1.1 - Version 1.2 o Ami Professional for Windows (Lotus Development Corporation) IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 34 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS - Version 2.0 - Version 3.0 - Version 3.01 o AppleShare Version 7.0 (Apple) o Calendar Creator Version 3.0 (Power Up Software) o Carbon Copy Plus Version 6.0 (Microcom) o Carbon Copy for Windows Version 2.0 (Microcom) o cc: Mail for DOS (Lotus Development Corporation) - Version 3.2 - Version 4.0 o cc: Mail for Windows (Lotus Development Corporation) - Version 1.0 - Version 1.1 - Version 2.0 o Central Point Anti-Virus Version 1.0 (Central Point Software) o Central Point Backup Version 1.0 (Central Point Software) o Charisma (Micrografx) - Version 2.0 - Version 2.1 o CoreFast Backup Version 2.00 (Core International) o Corel DRAW! (Corel Systems) - Version 2.0 - Version 2.01 - Version 3.0 - Version 4.0 o DataEase (DataEase International) - Version 4.2 - Version 4.5 o dBASE III Plus Version 1.1 (Borland International) o dBASE IV (Borland International) - Version 1.1 - Version 1.5 - Version 2.0 o Designer (Micrografx) - Version 3.0 - Version 3.01 - Version 3.1 o Direct Access 5.0 (Fifth Generation Systems) o Microsoft Excel for Windows (Microsoft Corporation) - Version 2.0 - Version 2.1 - Version 3.0 - Version 4.0 - Version 5.0 o Microsoft Excel for Macintosh (Microsoft Corporation) - Version 2.2 - Version 3.0 - Version 4.0 - Version 5.0 o Extra! Extended Version 2.22 (Attachmate) o Extra! for Windows (Attachmate) IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 35 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS - Version 3.2 - Version 3.3 - Version 3.4 o Fastback II for Macintosh Version 2.0 (Fifth Generation Systems) o Fastback Plus (Fifth Generation Systems) - Version 2.0 - Version 3.0 - Version 6.0 o FileMaker II for Macintosh (Claris Corporation) o FileMaker Pro for Macintosh (Claris Corporation) - Version 1.0 - Version 1.2 - Version 2.0 - Version 2.1 o FoxPro Version 2.0 (Microsoft Corporation) o FreeHand for Macintosh Version 3.0 (Aldus Corporation) o Freelance for OS/2 (Lotus Development Corporation) - Version 1.1 - Version 2.0 o Freelance for Windows (Lotus Development Corporation) - Version 1.0 - Version 2.0 o Freelance Plus (Lotus Development Corporation) - Version 3.0 - Version 4.0 o Harvard Graphics (Software Publishing Corporation) - Version 2.3 - Version 3.0 o Harvard Graphics For Windows Version 1.0 (Software Publishing Corporation) o Illustrator for Macintosh Version 3.2 (Adobe Systems, Inc.) o Impress 2L (PC Publishing) o IRMA Workstation for Windows Version 1.0 (Digital Communications Associates) o LapLink III Version 3.3 (Traveling Software) o LapLink IV Version 4.0 (Traveling Software) o LapLink V Version 5.0 (Traveling Software) o LapLink III for Macintosh Version 3.0 (Traveling Software) o Lotus 1-2-3 for DOS (Lotus Development Corporation) - Version 2.2 - Version 2.3 - Version 2.4 - Version 3.0 - Version 3.1 - Version 3.1+ - Version 3.4 o Lotus 1-2-3 for Macintosh Version 1.0 (Lotus Development Corporation) o Lotus 1-2-3/G Version 1.0 (Lotus Development Corporation) o Lotus 1-2-3 for OS/2 (Lotus Development Corporation) IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 36 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS - Version 1.1 - Version 2.0 o Lotus 1-2-3 for Windows (Lotus Development Corporation) - Version 1.0 - Version 1.1 - Version 4.0 o Lotus Notes (Lotus Development Corporation) - Version 2.0 - Version 2.1 - Version 3.0 o Lotus Organizer (Lotus Development Corporation) - Version 1.0 - Version 1.1 o MacDraw II Version 1.1 (Claris Corporation) o MacDraw Professional Version 1.1 (Claris Corporation) o MacTools (Central Point Software) - Version 1.0 - Version 1.1 - Version 2.0 o MacPaint Version 2.0 (Claris Corporation) o MacWrite II Version 1.1 (Claris Corporation) o Microsoft Access for Windows (Microsoft Corporation) - Version 1.0 - Version 1.1 o Microsoft Mail for IBM (Microsoft Corporation) - Version 2.0 - Version 3.1 - Version 3.2 o Microsoft Mail for Macintosh (Microsoft Corporation) - Version 2.0 - Version 3.0 - Version 3.2 o Microsoft Project for Windows (Microsoft Corporation) - Version 1.0 - Version 3.0 o Microsoft Schedule+ for Windows Version 1.0 (Microsoft Corporation) o Microsoft Works for DOS (Microsoft Corporation) - Version 1.0 - Version 2.0 o Microsoft Works for Windows Version 2.0 (Microsoft Corporation) o Multimate (Borland International) - Version 3.0 - Version 4.0 o MultiMate Advantage II Version 1.0 (Borland International) o Norton Antivirus (Symantec Corporation) - Version 1.5 - Version 2.0 o Norton Backup (Symantec Corporation) - Version 1.2 - Version 2.0 IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 37 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS o Norton Commander (Symantec Corporation) - Version 2.0 - Version 3.0 o Norton Commander for OS/2 Version 2.0 (Symantec Corporation) o Norton Desktop for Windows (Symantec Corporation) - Version 1.0 - Version 2.0 - Version 2.2 o Norton Editor (Symantec Corporation) - Version 1.3 - Version 2.0 o Norton Utilities for Macintosh (Symantec Corporation) - Version 1.0 - Version 1.1 - Version 2.0 o Norton Utilities Standard Edition Version 4.5 (Symantec Corporation) o Norton Utilities (Symantec Corporation) - Version 5.0 - Version 6.0 - Version 7.0 o Packrat Version 4.0 (Polaris Software) o PageMaker for Windows Version 4.0 (Aldus Corporation) o PageMaker for Macintosh (Aldus Corporation) - Version 4.0 - Version 4.2 - Version 5.0 o Paradox (Borland International) - Version 3.0 - Version 3.5 - Version 4.0 o Paradox for Windows Version 1.0 (Borland International) o PC Print for OS/2 (IBM Corporation) o PC Tools Deluxe (Central Point Software) - Version 6.0 - Version 7.0 o pcAnywhere Version 4.0 (Dynamic Microprocessor) o pcAnywhere for Windows Version 1.0 (Dynamic Microprocessor) o Persuasion for Macintosh Version 2.0 (Aldus Corporation) o Persuasion for Windows Version 2.0 (Aldus Corporation) o PKZIP, PKUNZIP, PKSFX (PKWare) - Version 1.13 - Version 2.04G o Microsoft PowerPoint for Macintosh (Microsoft Corporation) - Version 2.01 - Version 3.0 o Microsoft PowerPoint for Windows (Microsoft Corporation) - Version 2.0E - Version 3.0 o Procomm Plus (Datastorm Technologies) - Version 1.1 IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 38 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS - Version 2.0 o Procomm Plus for Windows Version 1.0 (Datastorm Technologies) o Professional Write (Software Publishing Corporation) - Version 2.0 - Version 2.1 - Version 2.2 o Professional Write for Windows Version 1.00 (Software Publishing Corporation) o Q & A (Symantec Corporation) - Version 3.0 - Version 4.0 o QEMM 386 (Quarterdeck Office Systems) - Version 5.1 - Version 6.0 - Version 7.0 o QEMM 50/60 Version 5.0 (Quarterdeck Office Systems) o QuarkXPress for Macintosh Version 3.1 (Quark) o Quattro Pro for DOS (Borland International) - Version 3.0 - Version 4.0 - Version 5.0 o Quattro Pro for Windows (Borland International) - Version 1.0 - Version 1.1 - Version 5.0 o R&R Relational Report Writer for DOS (Concentric Data) - Version 2.0 - Version 3.0 - Version 4.0 - Version 5.0 o SideKick Version 2.0 (Borland) o Sideways (Funk Software) - Version 3.21 - Version 3.3 o Stacker for DOS/Windows (Stac Electronics) - Version 2.0 - Version 3.0 o Stacker for OS/2 (Stac Electronics) - Version 1.0 - Version 1.1 o SuperCalc (Computer Associates) - Version 4.0 - Version 5.0 - Version 5.1A o SuperPaint for Macintosh Version 3.0 (Aldus Corporation) o Symphony (Lotus Development) - Version 2.0 - Version 2.2 - Version 3.0 o SYTOS+ for DOS Version 1.4 (Sytron) o SYTOS+ for OS/2 Version 1.32 (Sytron) IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 39 IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND DEVELOPERS o SYTOS Rebound for OS/2 (Sytron) o Timeline (Symantec Corporation) - Version 4.0 - Version 5.0 o Ventura Publisher Version 2.0 (Ventura Software, Inc.) o Ventura Publisher for OS2 Version 3.0 (Ventura Software, Inc.) o Ventura Publisher for Windows Version 3.0 (Ventura Software, Inc.) o Virex Anti-Virus for Macintosh Version 3.5 (Microcom) o ViruScan (McAfee Associates) - Version 7.1 - Version 8.1 o WinFax Pro Version 3.0 (Delrina) o Microsoft Windows (Microsoft Corporation) - Version 3.0 - Version 3.1 o Microsoft Word for DOS (Microsoft Corporation) - Version 5.0 - Version 5.5 - Version 6.0 o Microsoft Word for Macintosh (Microsoft Corporation) - Version 4.0 - Version 5.0 - Version 5.1 o Microsoft Word for OS/2 Version 1.1 (Microsoft Corp) o Microsoft Word for Windows (Microsoft Corporation) - Version 1.0 - Version 1.1 - Version 2.0 - Version 6.0 o WordPerfect for DOS (WordPerfect Corporation) - Version 5.0 - Version 5.1 - Version 6.0 o WordPerfect for Macintosh (WordPerfect Corporation) - Version 2.03 - Version 2.1 - Version 2.1.2 o WordPerfect for OS/2 Version 5.0 (WordPerfect Corporation) o WordPerfect for Windows (WordPerfect Corporation) - Version 5.1 - Version 5.2 - Version 6.0 o WordPerfect Office Version 3.0 (WordPerfect Corporation) o WordPerfect Presentations Version 1.0 (WordPerfect Corp) o WordPerfect Works Version 1.0 (WordPerfect Corporation) o WordStar for DOS (Wordstar International) - Version 5.5 - Version 6.0 o WordStar for Windows (Wordstar International) IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 40 IBM SUPPORT FOR OS/2 DEFECTS AND FIXES IBM SUPPORT FOR OS/2 DEFECTS AND FIXES ______________________________________ With the Personal System Support Family of Services beginning on July 11, 1994 there have been a number of questions as to how this relates to IBM's fix strategy and fix delivery processes. Here are the highlights. 1) The IBM Personal Systems Support Family of Services offerings do not extend nor enhance the Central Service or Program Services provided for products. Refer to the terms and conditions of licensing found in the IBM Program License Agreement. A copy of the agreement is included in each program package. 2) IBM is continuing to evaluate our fix strategy, fix tools, and fix delivery process to respond to current customer requirements and problem areas. There are no changes that are ready to be announced at this time. DEFECT REPORTING PROCESS A defect is defined as a code-related or documentation-related problem where the Program does not conform to the Program Specifications and the problem can be recreated in the Specified Operating Environment. Defect correction is as described in the Statement of Limited Warranty Section included with your product documentation. You may report defects to IBM Program Services for products until their Service Expiration Date. A) If you are entitled to voice support for the product through a Getting Started period or through a Support Line contract, you may call 800-992-4777 and report a defect and/or request a specific fix if available. B) If you are not entitled to voice support (your 60 day getting started period has expired and you have not purchased a Support Line offering) then you may: - Report the suspected defect via fax, Mail or BBS (CompuServe or Talklink) IBM will respond to the licensed customer via the same method that was used to report the defect. The response by IBM will indicate whether the defect reported is known or not known to IBM. If a fix is available the IBM response will list the options that the customer has for obtaining the fix. - Call Support Line and purchase a single incident of support to report the suspected defect. If it is a valid defect (as defined above) you will not be billed for the Support Line single incident. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 41 IBM SUPPORT FOR OS/2 DEFECTS AND FIXES FIX AVAILABILITY A) Corrective Service Packages, if produced for the specified product, will be made available through the following channels: 1) Bulletin Boards a) CompuServe b) TalkLink c) PCCoBBS 2) Technical Connection CD-ROM 3) Mail A Support Line offering is not required to obtain available Corrective Services Packages from any of the above four channels. B) There is no commitment for a product to provide Corrective Service Packages. Fixes that are to be made, may not be available until the next release, if one exists, for the product. IBM does not guarantee service results nor represent nor warrant that all errors or program defects will be corrected. C) There is no commitment for a product to provide private or single fixes that are not part of a formal release or corrective service package. D) If a fix is not available, IBM Central Service or Program Services will respond to the new problem by providing one or more of the following: 1) Corrective service information, such as correction, documentation 2) Corrected code 3) Notice of corrected code when available 4) Restriction 5) Bypass IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 42 PERSONAL SYSTEMS FORUM PERSONAL SYSTEMS FORUM ______________________ The Personal Systems Forum (also known as the OS2BBS) is a bulletin board service that provides customer-to-customer communication, a database of technical information, and tips and techniques. The items posted on the bulletin board are accessible to all customer and IBM personnel subscribers to the IBMLink (TM) facility, TALKLink, a prerequisite for receiving Forum service. TALKLink provides the capability for customers to review information electronically, submit questions or requests, and receive answers or information. With Forum, the customer receives: o Conferences and forums -- "AS-IS" question and answer bulletin boards containing product-related topics. o Customer-to-customer messaging -- customers can send messages to each other. o Software library -- download application programs and upload contributions either owned by the customer or which the customer can legally make generally available. o News and announcements containing recent information regarding products and services. o Search Service -- allowing searching of IBM databases via interactive mode. This search facility includes a large "AS-IS" question and answer database of items, IBM Systems Center Flashes, and IBM's problem management libraries. This database contains information about problems and fixes. o Customers can initiate, review, or respond to dialog in the conference areas. Customers join by calling 1-800-547-1283. The cost is $18 per month, with no other fees at this time. Bulletin Board services somewhat comparable to the Personal Systems Forum are also available through Compuserve, Prodigy, Genie, America On-line, and Internet. The fundamental difference is that the IBM Talklink Personal Systems Forum is monitored on a daily basis by IBM support personnel, while there is no assured daily monitoring (and response) of questions and requests submitted on the non-IBM online services. See the topic "ON-LINE OS/2 BBS" under the section "OTHER SOURCES OF OS/2 NEWS AND INFORMATION" below for details on how find these OS/2 bulletin boards on the various online services. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 43 BESTEAM PROGRAM BESTEAM PROGRAM _______________ At the end of March, IBM announced the start of the Business Enterprise Solutions Team (BESTeam*) which is a dynamic program that utilizes the combined resources of IBM, consultants, selected aggregators and distributors, value added resellers, systems integrators and network integrators in order to meet the technology needs of our customers. By establishing strong partnerships with IBM, the BESTeam members are able to offer superior technical knowledge and support to customers in a timely manner. This gives customers the security of minimizing risks involved in technology investments while developing a path for the future to success-fully implement emerging hardware and software technologies. The BESTeam Program centers around IBM's award-winning software product portfolio; DOS, OS/2, LAN systems, LAN Management, Communications, Database, Application Development and Multimedia. BESTeam members are certified technical personnel who receive enhanced technical support and a full array of marketing programs and administrative assistance that will enable them to provide comprehensive solutions to customers. To assist customers in choosing the right BESTeam member for their needs, a Solutions Directory is available that includes detailed profiles describing the services provided by each company enrolled as a BESTeam member as well as each member's level of IBM professional certification and related software expertise. To locate a BESTeam member for your company, please call 1-800-835-9444. IBM OS/2 Newsletter - Service and Support Supplement, July, 1994 page 44