How technical support helps protect your IT network

By: Galin Georgiev

You get the dreaded call at 2:00 AM: there’s something wrong with one of your security products and your IT network is now wide open and vulnerable to cyber attacks. By the end of a very long day, you’ve encountered several challenges in getting the network fully secured again:




  • You use a variety of security solutions from different vendors, so it takes precious time to identify the source of the issue.
  • The issue is with a newer appliance that nobody on your internal IT support team has expertise in fixing.
  • You must determine the appropriate contract and service-level agreement (SLA) to get support from the original equipment manufacturer (OEM).

While cybersecurity has become a major concern in recent years, it sometimes takes a stressful event to realize that even the best breed of security system might not be foolproof and able to prevent every single issue. What do you do when those systems fail? Multi-vendor IT support services can help you protect your IT network by keeping your security products functioning.

Fix security products

When something breaks, you fix it. It sounds simple enough, but a data center can contain hundreds of physical and virtual components. Just as you might be able to fix any electrical problem in your house but be at a loss when it comes to the plumbing, it is unlikely your single IT person or team has the expertise necessary to fix every product. Without that knowledge, it can take a long time to figure out what the problem is and get that problem fixed.

IBM Technology Support Services has IT support technicians, specialists and engineers in a global network who are experts in a wide array of security products. They can provide Level 1 and Level 2 support or work directly with the OEM if an issue requires Level 3 support. This support is provided for products offered by IBM Security Services Alliance members, including Cisco, Juniper, F5. Palo Alto, Check Point, Riverbed and Citrix. Continually looking to meet client needs and cover a majority of market offerings, TSS recently added the IBM Managed Maintenance Solution for Fortinet products to the network security portfolio.

Coordinate OEM support contracts

Managing service relations and dealing with different OEMs’ contracts is the last thing you want to do when you’re under pressure to get a product working. The great thing about Multi-vendor Support Services is that you trade in that hassle for a single point of contact that handles all of your vendors and OEM contracts. By acting as the maintenance provider for your entire network, IBM TSS can centralize your support and provide you with flexible SLAs. TSS will also organize and handle replacement logistics with suppliers, and make sure you receive the product or parts. All of this helps to simplify the maintenance process, so you can get the support you need, when and where you need it.

Get technical support to protect your IT network

There are many ways to protect your company’s data — using a variety of security products is just one of them. Keeping those security products running and fixing them when they fail is just as important as the actual products. Learn more about IBM Technology Support Services to get 24×7 maintenance solutions that can help you protect your IT network regardless of the manufacturer and location.

About The Author

Galin Georgiev

Global Offering Manager, Technical Support Services

Galin Georgiev has been working for IBM since 2007. Most of his career path in the company he spent in the Integrated Supply Chain organization as an SME in the Software Procurement area. As of 2016, he is part of the TSS Global Offering Management team in the Client Innovation Center in Sofia, Bulgaria. Galin... Read more