OS/2 SUPPORT LINE SINGLE USER SERVICES NOTE: This announcement applies only to U.S. and Canadian users of IBM's OS/2 Operating System. Each country is responsible for determining how it will handle OS/2 support for its customers. This announcement makes no attempt to describe how support is handled for any country other than the U.S. and Canada. ------------------------------ IBM's OS/2 Operating System (versions 2.0 and 2.1) was announced with a complimentary service period of 60 days, providing free technical support to the end user. IBM continues to provide this high quality support for 60 days, and has now enhanced the complimentary service period with offerings designed for end users of OS/2 after the complimentary period has expired. In the past, IBM has not enforced this free period, and has provided all end users with free unlimited access to our support personnel. Now, with the availability of these offerings, IBM has begun the enforcement of the limitations of the free period. In October, 1993, IBM started building a database of customer data by requesting that customers provide the registration number supplied with the product when calling Software Solution Services (the IBM support center for the Personal Systems software products). At the same time, customers were informed of IBM's plan to enforce the 60-day free period. Beginning January 13, 1994, IBM stopped allowing unlimited access to the support structure and started upholding the 60-day free period. Many customers have a need for continuing support beyond this initial 60-day period. To meet this need, IBM is currently providing fee-based support offerings for single license end users. Also, IBM continues to evaluate enhanced fee and free support services to meet the needs of corporate customers on the OS/2 platform. Announcements regarding these services will be made as appropriate. Meanwhile, corporate customers will continue to receive support by providing the Software Solution Services representative with their existing IBM corporate customer number when placing a call for support. IBM's immediate plan is to offer support options designed for non-corporate customers or those end-users not requiring business-critical support. This offering, PERSONAL SYSTEMS SUPPORT FAMILY SUPPORT LINE SINGLE USER SERVICES, provides a choice of support options for single license users of OS/2 and is available at this time. PERSONAL SYSTEMS SUPPORT FAMILY SINGLE USER SERVICES provide end users with answers to specific, task-oriented questions pertaining to the use and operation of the OS/2 Operating System and eligible programs. It is available as an annual subscription (unlimited solutions) or a single solution option. Customers may purchase these Services by calling the Solution Management Center at 1-800-992-4777. OPTIONS FOR SUPPORT LINE SINGLE-USER SERVICES: This set of offerings provides the following choices for support after 60 days. o UNLIMITED SOLUTIONS: This option is available to users with a single license of OS/2 on an annual subscription. It provides the single user unlimited access to Product Specialists. Access is obtained by calling a toll-free number, 1-800-992-4777. Calls may be made between 8 a.m. and 5 p.m. local customer time any day of the week. The retail price of this option is $179 in the U.S. and $259 in Canada. o SINGLE SOLUTION: This option is available for a per-incident charge of $45 in the U.S. and $59 in Canada, which can be paid using either an American Express, Master Card, VISA, or IBM credit card. Access to Product Specialists is obtained by calling 1-800-992-4777 from 8 a.m. to 5 p.m. local customer time any day of the week. (The purchase price may be affected by state and local taxes.) The Single-Solution option is also available through a 900 number, 1-900-225-5522. In this case the fee is $2.00 per minute, with a maximum of $50 per unique incident. Support is available from 8 a.m. to 5 p.m. Eastern Standard Time any day of the week. Included with this announcement is a summary of the options available for the single license user. Complete Terms and Conditions for Personal Systems Support Family Support Line Single User Services can be obtained from the Solution Management Center at 1-800-992-4777. Thank you for being part of the OS/2 team! ------------------------------------------------------------------------------ Free Service Period With the purchase of OS/2, customers receive 60 days of FREE technical support, which begins with the customer's first request for assistance from the support center. (For more information, refer to the Statement of Service provided with OS/2.) During this free period, customers receive: o Toll-free access via 1-800-992-4777 o Unlimited number of requests for support o Technical assistance on product - Installation - Setup - Usage IBM provides several alternative sources for obtaining assistance beyond the scope of the telephone support. These include: o QUICK-HELP SYSTEM FOR IBM SOFTWARE SERVICE & SUPPORT The Quick-Help System is available 24 hours a day, and provides customers free access to answers to the most frequently asked technical support questions, both usage and defect-related. It also provides product information, access to a salesperson to order products, and access to an extensive FAX library of hints and tips. To access the Quick-Help intelligent voice response system, call the IBM Personal Software Solution Center at 1-800-992-4777 and follow the prompts. To access the technical tips, press 1 for technical support on a software problem, and then press 1 for quick help tips and answers. o IBM FAX INFORMATION SERVICE IBM FAX provides up-to-date product, software, and education information 7 days a week, 24 hours a day. There is no charge associated with this service. The number for the IBM FAX Information Service is 1-800-IBM-4FAX (1-800-426-4329). o ELECTRONIC SUPPORT IBM provides electronic access to a wide variety of topics related to the purchase, installation, support, and use of products and services marketed by IBM or related business affiliates. Forums are provided on CompuServe, Prodigy and TalkLink which provide customers the capability of reviewing information electronically, submitting questions or requests and receiving answers or information. (The provider of this service may charge an access fee.) ------------------------------------------------------------------------------ Support Line Single User Services - Summary Unlimited Solutions Option o Toll-free access via 1-800-992-4777 o Unlimited number of requests for support o Annual agreement at $179.00 for U.S. customers - $259.00 for Canadian customers o Technical assistance on product - Installation - Setup - Usage o 8 AM to 5 PM customer time zone, 7 days per week o Designed to meet the needs of single license end users or those end users not requiring business-critical support NOTE: Corporate customers and customers requiring business-critical support should contact the IBM Solution Management Center at 1-800-992-4777. o OS/2 Operating System products only: Name Version OS/2 16/32 BIT OPERATING SYSTEM 2.0,2.1 OS/2 FOR WINDOWS 2.1 PRESENTATION MANAGER 2.0 MMPM/2 1.0,1.1 ------------------------------------------------------------------------------ Support Line Single User Services - Summary 800 # Single Solution Option o Toll-free access via 1-800-992-4777 o $45.00 per incident for U.S. customers - $59.00 per incident for Canadian customers o Payment by credit card only - American Express, Visa, Master Card or IBM Credit Card o Technical assistance on product - Installation - Setup - Usage o 8 AM to 5 PM customer time zone, 7 days per week o Designed to meet the needs of single license end users or those end users not requiring business-critical support NOTE: Corporate customers and customers requiring business-critical support should contact the IBM Solution Management Center at 1-800-992-4777. o No charge for defects - A refund will be posted to the customer's credit card if the cause of the problem is determined by IBM to be a defect in IBM-supported code o OS/2 Operating System products only: Name Version OS/2 16/32 BIT OPERATING SYSTEM 2.0,2.1 OS/2 FOR WINDOWS 2.1 PRESENTATION MANAGER 2.0 MMPM/2 1.0,1.1 IMG ADAPTER/A DEVICE DRIVER 1.02 MMPM/2 TOOLKIT 1.0,1.1 MVGA/MUL XGA DEVICE DRIVER 1.0 OASAS I DISK ARRAY MANAGEMENT 1.0,2.0 PEN FOR OS/2 1.0 PRESENTATION MANAGER TOOLKIT 2.0 REXX 2.0 TOOLKIT 2.0,2.1 ------------------------------------------------------------------------------ Support Line Single User Services - Summary 900 # Single Solution Option o Access via 1-900-225-5522 o $2.00 per minute, maximum of $50.00 per incident - Available to U.S. customers only o Technical assistance on product - Installation - Setup - Usage o 8 AM to 8 PM Eastern time zone, 7 days per week o Designed to meet the needs of single license end users or those end users not requiring business-critical support NOTE: Corporate customers and customers requiring business-critical support should contact the IBM Solution Management Center at 1-800-992-4777. o Charges in effect only while speaking to a Product Specialist. No charge for: - Time spent at point of entry - Hold time - Time spent by Product Specialist performing research or consulting with others o No charge for defects - 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. Refunds will NOT be made at a later date. o OS/2 Operating System products only: Name Version OS/2 16/32 BIT OPERATING SYSTEM 2.0,2.1 OS/2 FOR WINDOWS 2.1 PRESENTATION MANAGER 2.0 MMPM/2 1.0,1.1 IMG ADAPTER/A DEVICE DRIVER 1.02 MMPM/2 TOOLKIT 1.0,1.1 MVGA/MUL XGA DEVICE DRIVER 1.0 OASAS I DISK ARRAY MANAGEMENT 1.0,2.0 PEN FOR OS/2 1.0 PRESENTATION MANAGER TOOLKIT 2.0 REXX 2.0 TOOLKIT 2.0,2.1