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Post-installation Support
A. Domino Product Support
IBM provides the technical post installation support for Lotus Domino and related software. Several fee
offerings are available and recommended based on the specifics of the customer. Overall, support and
upgrade protection is offered under a program called Passport Advantage.
Passport Advantage customer support makes it easy for customers to put IBM and Lotus software
support to work in a cost-effective and efficient way. Passport Advantage Customer Support provides
easy to access, responsive, cross-platform software support from Lotus -- around the clock and around
the world. It is simple for customers to purchase and administer as part of their overall software
acquisition. Customers are able to acquire software solutions in one planning and budgeting cycle, with
the ease of a single agreement. Lotus integrated support solutions are designed for each Passport
Advantage option and tailored to individual customer needs and how they acquire software licenses and
subscription. With the Volume Purchase Option, support is acquired as it is needed in incremental
incident based packs. With the Contract Option, annual support is selected on a product by product
basis, bundled with the software license and Software Subscription. With the Complete Enterprise
Option, annual support is included in the per user price for each product category.
Through the convenience and ease of calling the IBM or Lotus number assigned to each customer's
calling area, customers receive prompt responses to their questions. Customers can choose the type of
support that best meets their business software requirements. They can select from support Monday
through Friday during their country business hours or around the clock, seven days a week.
The Volume Purchase Option for support of IBM and Lotus software is a non-contract offering based on
the requirements of the customer interested in minimal cost and paperwork. The offering can include:
Ÿ 10, 20 and 30 incident packs are available for Notes/Domino
Ÿ 5 Incident Pack of 24 x 7 coverage available
Ÿ Site Support available for Notes/Domino and 10 Incident Packs available for
Ÿ Developer tools
Ÿ Per call or per year
Ÿ (Acquisitions of IBM support do not earn points under Passport Advantage)
The Contract Option for support is a contract for two years based on points and includes:
Ÿ Annual support selected on a product-by-product basis
Ÿ May be acquired separately or combined with software and Software Subscription acquisition and
renewal
Ÿ Single agreement for software programs and support
Ÿ Telephone and electronic access (where available) to IBM and Lotus support centers during country
business hours
Ÿ 24 x 7 support can be acquired for designated callers
Ÿ Additional designated callers available for a fee
The Complete Enterprise Option for support is a contract for two years based on “bundles of IBM and
Lotus software” and users and includes:
Ÿ Annual support is included for all IBM and Lotus products selected
Ÿ Single contract for software programs and support
Ÿ Telephone and electronic access to IBM and Lotus support centers during country business hours
Ÿ 24 x 7 support can be acquired for designated callers
Lotus Domino Server R5 Implementation Guide June 18, 2001
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