IBM Hardware Maintenance & Support Services

As the largest independent IBM® hardware maintenance and support provider in the world, SMS makes no compromises when it comes to the expertise and mission critical responsiveness provided to its clients. With a cost-efficient support model designed for post-warranty IBM maintenance, we are able to provide substantial savings across IBM product families including, zSeries®, pSeries®, iSeries®, xSeries®, and most disk, tape and connectivity peripherals. By extending the useful life of IBM hardware beyond the End-of-Life declaration, we help businesses reduce the total cost of ownership and generate a greater return from their IT investments.

Well known by Gartner and IDC, and having a long list of IBM hardware support references, we offer more than a simple break/fix service. Listening closely to our clients’ needs in order to provide a proactive and consultative service, we provide expert guidance over the course of an IT asset’s lifecycle, helping to create new efficiencies in IT operations and simplifying the responsibilities of IT managers.

Service benefits:
  • Expert Field Engineering Team supported globally by 60+ specialists in the SMS Central Engineering Group
  • Proactive support maximises IBM systems uptime
  • Enhanced service contract, service incident and IT asset management via SMS’ proprietary, online based application, SMS Supportal
  • Expert guidance throughout IT asset lifecycles
Service value:
  • Competitively priced IBM support
  • Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM’s End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
  • Tailored SLAs that allow optimisation of response and repair requirements for each IT asset
IBM Hardware Maintenance and Support highlights:
  • Average savings of 50% compared to IBM
  • Global service availability
  • 90+ SMS-owned and operated service centres worldwide
  • Vast global network of trusted affiliates
  • 600+ highly trained, full-time Field Engineers located worldwide
  • Level 3 & 4 global technical support via 60+ member Central Engineering Group
  • Comprehensive service assurance process
  • Tailored, asset-level SLAs
  • Numerous methods for initiating a service request
  • Callback from Field Engineer within 30 minutes of service initiation
  • < 2-hour average response time
  • < 4-hour average MTTR
  • Field engineers arrive on-site with tested parts in-hand
  • Documented escalation procedures
  • Microcode/firmware support guidance
  • Carefully designed parts sparing system for each IBM platform
  • Strategic stocking locations for parts and complete systems
  • Secure Data Erasure options available​
  • Fix-IT-First® policy​
  • HotSparesSM process

Reliable support, expert guidance and earned trust that allows you to breathe easy.​


Our support infrastructure is made up of many highly trained and experienced specialists not only well-versed in supporting IBM hardware, but most other major OEMs as well. These specialists include:

  • OEM agnostic, multi-platform trained Field Engineers
  • Central Engineering Group (CEG) comprised of level three and four technical support specialists that provide global support to field operations
  • Specialised Product Managers
  • Product Development Managers
  • Hardware planning experts
  • IT asset management experts.

In order to mitigate risk, proactive support is required. Key components of our support infrastructure that enable proactive support include:

  • REM Monitoring (Remote Enterprise Monitoring® or REM), a proprietary call-home technology developed by SMS that allows CEG to stay one step ahead of potentially catastrophic system failures.
  • Historical knowledgebase containing many decades worth of data on past IBM hardware issues and resolutions. This information allows SMS to conduct failure trend analysis and stay one step ahead of system issues.

Going beyond the hardware break/fix service to support clients with an OEM neutral perspective and expert guidance is the SMS Hardware and Infrastructure Solutions Team. These specialists are available to help businesses better manage IT asset lifecycles, improve operational efficiencies and control costs with:

  • Operating and capital cost reduction modeling in hardware environments
  • Processing power improvement planning
  • Expanded storage planning
  • Hardware consolidation (with or without application consolidation drivers)
  • Emerging technologies advisement
  • Balancing TCO vs. the timeliness of OEM-driven technology innovation
  • Real evidence that “End of Marketing” does not always mean “End of Life”.

With an intense focus on providing exactly what the client needs, when the client needs it, at a price point that saves IT budgets versus breaking them, businesses can breathe easy with SMS as their partner and trusted advisor.


From the highly innovative support infrastructure, to the incredibly skilled and experienced support teams, no other independent IBM hardware maintainer can match the responsiveness, service quality and expert guidance provided by SMS.

IBM Product Line Support Listing


Note: Not all supported IBM products may be listed.
Supported IBM Products 
IBM System z/zSeries Mainframe ProcessorsIBM System x/xSeries Servers
IBM zEC12 (2827)IBM xSeries
IBM z114 (2818)IBM System x
IBM z196 (2817) IBM x86
IBM z10 EC (2097)IBM eServers
IBM z10 BC (2098)IBM BladeCentre Chassis
IBM z9 EC (2094)IBM Blade Servers
IBM z9 BC (2096)IBM Tape Products
IBM z990 (2084)IBM Tape drives, controllers, libraries/frames, VTS
IBM z890 (2086)IBM Disk Products
IBM z800 (2066)IBM XIV
IBM z900 (2064)IBM N-Series
Legacy IBM Multiprise (2003, 7060)IBM DS3XXX, DS4XXX, DS5XXX, DS6XXX, DS8XXX
IBM S/390 9672IBM Shark 2105
IBM System p/pSeries Servers IBM Connectivity Products
IBM Power7 (p7)IBM Controllers
IBM Power6 (p6)ESCON Directors
IBM Power5 (p5) and Power5+ (p5+)FICON Directors
IBM Power4 (p4) and Power4+ (p4+)Front-end Processors (FEP)
IBM RS6000 (RISC)Mainframe-attached peripherals
IBM System i/iSeries ServersIBM Open Systems-attached peripherals
IBM Power7 (i7)
IBM Power6 (i6)
IBM Power5 (i5) and Power5+ (i5+)
IBM AS/400