24/7 Software Support for System z

Support Overview

Top Gun Technology offers a software support service to help users of zSeries hardware to have 24/7/365 access to senior systems software experts. Get answers to any questions, solutions to problems or discuss any concerns. This service is for all IBM OS (z/OS, z/VM and z/VSE), subsystems (CICS, DB2, IMS, TSM, Websphere and MQSeries) and ISV (non application) software. Most importantly, this service is intended to supplement existing staff and aid in the efficient, timely resolution of software problems.

Hardware environments covered include all IBM CMOS processors (z800, z890, z900, z990 and z9), OSA, RVA, ATL, VTS, 2105, DS6800 or DS8100.

Even beyond staff augmentation or the timely completion of objectives, think of our software support service as an affordable insurance policy that ensures your systems always run smoothly and ensures your programmers will have support during a crisis. We charge a fixed, annual/monthly fee for you to have:

1. Toll-free phone access to our expert systems programmers for:
   
   1. 15-minute response from time of call
   2. Answers to "How to" questions
   3. Answers to "How does industry solve" questions
2. Toll-free phone access to report problems and begin to work on the resolution:
   
   1. 15-minute response from time of call
   2. Top Gun Technology takes problem ownership
   3. We perform any diagnostics and research the problem to understand its source
   4. We determine if the problem is software error, user error or error generated by hardware
   5. We contact the software vendor to find and obtain fixes
   6. Confirm client preferences with fix implementation: we present, handle or oversee the fix
   7. Knowledge transfer to appropriate contact
3. Health Check every six months:
   
   1. Client determines timing of Health Check
   2. Client provides RMF data for peak processing periods and system resource tapes
   3. We process the tapes and produce reports that show:
      • Processor adequacy or inadequacy
      • CPU memory adequacy or inadequacy
      • Disk drive/controller adequacy or inadequacy
      • Channel adequacy or inadequacy
      • Need for general tuning or Workload Management (WLM) adjustments
   4. Knowledge transfer to appropriate contact

Optional Add-on Service:

For an additional annual/monthly fee, our systems software experts will be available on-site for two, five-day visits (two, 40 hour visits) to assist with projects or problem resolution as needed or requested.

Knowledge Transfer

All our software support services for system z include a proper transfer of knowledge meeting with the client at the conclusion of each project or service. Our clients have appreciated this value-add service. Although this support service is designed as a packaged, professional service, Top Gun Technology will customize this offering upon a client's request. Please note: Our pricing structure is based upon the MIPS level of your largest processor, not the total number of MIPS or the volume of CPUs you own or operate.

Please call Top Gun Technology to discuss this service, to ask for a customized program or to obtain pricing.