[2658] in comp.os.os2.announce archive
IBM: Technical Support News
daemon@ATHENA.MIT.EDU (Timothy F Sipples)
Wed Mar 19 14:47:40 1997
To: os2ann.DISCUSS@bloom-picayune.MIT.EDU
Date: 19 Mar 1997 19:33:58 GMT
From: tsipple@us.ibm.com (Timothy F Sipples)
Reply-To: tsipple@us.ibm.com (Timothy F Sipples)
Reply-to: tsipple@us.ibm.com (Timothy F Sipples)
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I've received several questions about technical support for OS/2 Warp Version
3, so I'd like to summarize the answers in this notice.
Whenever IBM releases a new version of any PC software, there's a "service
period" listed up front. That period is the minimum amount of time that
particular version will have IBM services available (including standard
contracts for IBM Software Support by telephone). We list these "end of
service" periods on the Internet, among other places, at
http://ps.software.ibm.com (the IBM Software Support homepage). All software
vendors discontinue support for older versions at some point -- we just happen
to be up front about it so you have better information.
Service periods can (and often are) extended, and telephone support is often
available for products that are out of their service life (for an extra fee),
but you can use the dates provided to help plan version upgrades so that you
don't go without the option of IBM Software Support. Also, IBM releases new
versions well within the service period of previous version(s), so you have
plenty of time to upgrade. IBM does NOT discontinue support for previous
releases the same day a new release is available.
OS/2 Warp Version 3 (including OS/2 Warp Connect Version 3) is approaching its
published end-of-service life (September, 1997). What does that mean? Quite
simply, it means that buying a contract for IBM technical support for OS/2
Warp Version 3 will get much more expensive starting about October 1, 1997,
barring any extension. (If your support contract specifically extends beyond
this date already, please disregard.) It does NOT mean that IBM will stop
making available Service Packs and other fixes for OS/2 Warp Version 3 through
its web site (http://ps.software.ibm.com). However, it is likely that new
fixes will not be developed, that new releases of software (such as Netscape
Version 4 for OS/2 Warp) will not operate on OS/2 Warp Version 3, and that new
IBM PCs (ThinkPads and desktops) will not be specifically tested and certified
with OS/2 Warp Version 3.
So, consider this notice a polite reminder and a gentle warning. Now's the
time to plan for OS/2 Warp Version 4 (and OS/2 Warp Server Version 4). And if
you're still two versions back (OS/2 Version 2.1x or earlier), consider this a
double warning!
What can you do to make an upgrade go as smoothly (and inexpensively) as
possible? Here are some suggestions:
1. Sign up for IBM Software Support (by telephone). There's a "Service and
Support" card in the OS/2 Warp Version 4 package. Ask about IBM telephone
technical support (and the price), so that you'll have help when you need it.
The price varies depending on the number of IBM software products you'd like
to cover, how many people get to call IBM Software Support, whether you need
support during business hours or 24 hours per day, and whether you'd like "per
incident" or unlimited telephone support.
2. If you are getting several copies of OS/2 Warp 4 (and perhaps other IBM
software titles), ask your IBM software dealer about the IBM Software
Advantage program. Software Advantage provides discounts when you purchase
$20,000 (or more) worth of IBM-brand PC software. If you personally don't
purchase that much, you might still be able to get together with other
departments at your university, company, or other organization to qualify for
the discounts. (These discounts are above and beyond those normally found when
purchasing single copies through most resellers.)
3. If you do sign up for Software Advantage, you can also sign up for the
Upgrade Protection Option. Would you like every new version of OS/2 Warp,
including planned interim feature enhancements like Java 1.1, for the next two
years, for less than the price of a single upgrade? Or any other IBM-brand
software product (excluding Lotus and Tivoli)? Then ask about Upgrade
Protection so you won't have to worry about service periods. As long as you
have Upgrade Protection, you'll always get the latest versions.
4. Collect all the FixPacks and other information you need on the new version
BEFORE you start rolling out OS/2 Warp 4. For example, FixPack 1 (required
for Lotus Smartsuite 96 for OS/2 Warp) and TCP/IP Version 4 fixes are
available at the IBM Software Support homepage (http://ps.software.ibm.com).
If you have MWave (such as on IBM ThinkPads) you'll need APAR JR09494, an
updated MWAVEVDD.SYS file. You may also need certain device drivers. These
may be found on the Device Driver CD that comes with OS/2 Warp 4, and updated
drivers may be available through the Internet web links from this CD.
5. Get the technical manuals you need. You can find descriptions of IBM
"redbooks" (technical manuals) on the Internet at
http://www.redbooks.ibm.com/redbooks.
6. If you do experience problems installing or using OS/2 Warp 4, report the
problem as quickly as possible through IBM Software Support (mentioned above).
The sooner you report the problem, the sooner a suggestion (or fix) can be
offered. That way you won't delay any roll out unnecessarily.
7. If you're affiliated with a university, college, or other educational
institution (U.S. only), stop by Indelible Blue
(http://www.indelible-blue.com/ib) to check on academic pricing for OS/2 Warp
4.
Timothy F. Sipples
IBM Personal Software (Chicago)
Internet: tsipple@us.ibm.com
WWW: http://www.secant.com/sipples
Sent with Lotus Notes for OS/2 Warp
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