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| Section | Weight | Objectives |
|---|---|---|
| IBM Maintenance Offerings & Portfolio | 25% | - Types of IBM maintenance contracts - Maintenance coverage scope - Warranty vs extended maintenance |
| Problem Resolution & Maintenance Delivery | 25% | - Parts replacement and logistics - Diagnosis and troubleshooting methodologies - Upgrade, migration and end-of-support guidance |
| Technical Support Structure & Channels | 25% | - IBM support hierarchy and escalation paths - Support portal and case management tools - Remote vs on-site support processes |
| EMEA Specific Policies & Procedures | 25% | - Local compliance and regulations - Service level agreements (SLAs) in EMEA - Regional support terms and conditions |
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