IBM i (AS400/iSeries) systems remain the operational core for enterprises in sectors like manufacturing, logistics, and finance. Despite being labeled "legacy," these platforms are mission-critical - reliable, secure, and capable of processing enormous data loads.
Yet, a harsh reality looms. As original developers retire and RPG expertise fades, CIOs and CTOs are left with a dilemma: modernize entirely or find a trusted third-party vendor to support and extend the life of their IBM i environment.
If you're leaning toward the second option, the real challenge lies in vendor selection. A poor choice could disrupt operations, inflate costs, or leave compliance gaps. Below is a no-nonsense, expert-vetted checklist for evaluating AS400 software support vendors - crafted specifically for senior IT decision-makers.
Key Evaluation Criteria for IBM i Software Support Vendors
1. Deep Specialization in IBM i and RPG—Not Just Surface-Level Claims
Many vendors market themselves as "full-stack," offering support across all platforms. But when it comes to AS400 systems, generalist vendors are a liability.
Look for:
- Proven RPG, RPGLE, RPG IV, and CL development expertise
- Legacy modernization experience (5250 to web, fixed-format to free-form)
- Case studies or references from previous IBM i support clients
- Understanding of DB2 on iSeries and green-screen workflow automation
Red Flag: If their expertise spans "everything," chances are they specialize in nothing.
2. Transparent, Fixed-Cost Engagement Models
IBM i support isn’t a one-size-fits-all service. Budget-conscious CIOs need clarity, predictability, and ROI assurance.
What to demand:
- Fixed-scope, fixed-price offerings for support tiers (L1–L3)
- Pay-as-you-scale pricing flexibility
- No hidden maintenance fees or vague “consulting hours”
Tip: Choose vendors who map pricing to business outcomes, not just hours worked.
3. Hybrid Support Capabilities – Remote + On-site Presence
IBM i systems often live in distributed environments—manufacturing plants, branch offices, or private data centers.
Smart vendor traits:
- Ability to access and troubleshoot AS400 systems remotely, even on limited bandwidth
- Willingness to deploy on-site resources when necessary (for audits, upgrades, or migrations)
- Strong communication protocols for hybrid collaboration (Slack, MS Teams, Jira)
Avoid: Remote-only vendors with no SLA for onsite response during critical issues.
4. Process-Driven Support with Defined SLAs and Governance
Legacy support isn't just firefighting. It’s structured, preventive, and accountability-driven.
Non-negotiables:
- Documented SOPs for issue tracking, escalation, and resolution
- SLA-backed response times
- Regular reporting: uptime, ticket trends, codebase changes
- Governance models with your internal IT or PMO team
Bonus: Ask for a sample service governance deck or process flow.
5. Comprehensive RPG Programming Expertise (360° Capability)
Support is not just about keeping the lights on. Often, performance issues stem from legacy RPG code.
Seek vendors who can:
- Audit and refactor old RPG code
- Convert fixed-format RPG to modern free-format RPGLE
- Implement service programs and modular architecture
- Modernize RPG to web-compatible interfaces (RPG + JavaScript, APIs, etc.)
Why it matters: The quality of your RPG code directly impacts performance, stability, and compliance.
Need expert support?
Bonus Considerations Before Signing That Support Contract
Migration & Modernization Readiness
If future migration is on your radar, choose a partner who can evolve with your roadmap.
Ask:
- Can they migrate DB2 data to cloud-native platforms like Azure or AWS?
- Do they have modernization accelerators for GUI transformation or API integration?
- Can they containerize iSeries applications for hybrid deployment?
Knowledge Retention & Documentation Discipline
Don’t let institutional knowledge leave with the vendor. Insist on:
- Detailed runbooks
- System documentation repositories
- Knowledge transition plans (KT) at every phase
Look for: Structured documentation frameworks using tools like Confluence or SharePoint.
Final Thoughts: A Strategic Support Partner Can Be a Competitive Edge
Most CIOs don’t want to rip and replace a stable system—they just want it to be more agile, secure, and scalable. Choosing the right IBM i support partner enables exactly that - without taking on migration risks or business disruptions.
When done right, legacy support isn't just maintenance—it’s performance optimization, cost containment, and long-term resilience.
Let’s Talk About Your IBM i Support Strategy
Nalashaa has helped global enterprises extend the life and value of their IBM i investments for over a decade. Whether it’s L2/L3 support, legacy RPG refactoring, system integration, or modernization - we’ve got the right mix of skills, people, and process.
Ready to build a resilient IBM i support strategy? Fill the form to talk to our IBM i experts, and get a free support readiness audit.
