| Overview |
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Call 1-800-IBM-SERV (1-800-426-7378)
Service levels and response times designed to meet business needs
Your IT systems must be available to meet the demands of your business, whether for mission-critical applications or budgetary considerations. IBM® offers a full range of support levels designed to help meet your needs during both the IBM warranty and post-warranty periods. Available levels of support are product dependent. If you have questions, speak to your IBM sales representative or to your IBM Business Partner.
These levels and service options are designed to help you manage IT costs within the requirements of your business. The service levels described here are those most frequently available.
| Remote technical support |
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Telephone or electronic support is usually the first choice for high availability and low cost. Very often the IBM trained specialists with product-specific skills, solve your problems, however when that is not an option, another support option will help meet your availability objectives.
| Onsite repair |
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Onsite support options will help meet your availability objectives and are available in several levels.
24x7 same day– Around-the-clock service includes IBM holidays. When onsite service is required, a service technician is scheduled to arrive at your site within 24 hours of receiving the call, but typically arrives within two to four hours after remote problem determination is completed.
And for those critical applications, you may want to request specific response objectives of either 2 or 4 hours, after the remote problem determination is completed. These special objectives are available, depending on product and geographic location.
9x5x4 hour Service is provided Monday - Friday, 8:00 a.m. - 5:00 p.m.local time, excluding IBM holidays. A service technician is scheduled to arrive at your site within 4 hours after remote problem determination is completed. If it is determined, after 1:00 p.m., that onsite service is needed, you can expect the service technician to arrive the morning of the following business day. For noncritical service requests, a service technician will arrive by the end of the following business day
9x5 next business day - A service technician is scheduled to arrive at your site on the business day after we receive your call. The business day is Monday through Friday, 8:00 a.m. - 5:00 p.m. local time, excluding IBM holidays.
| Depot repair |
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You call IBM to request service and, if the product cannot be repaired with the help of remote support, we either (1) send you a return carton, with a prepaid label, to ship the failing product to the depot center for repair or (2) send a courier to pick up your machine and deliver it to the depot center for repair. The target repair time, dependent on machine type, ranges from as little as 12 hours or up to 5 business days after receipt at the depot. Service calls are accepted anytime, but the depot service is available from 8:00 a.m.to 5:00 p.m., Monday through Friday, ET. All shipping and handling is paid by IBM.
| Exchange Services |
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Dependent on machine type, either a courier or service technician, will deliver a replacement product to you in exchange for your failed product. Service calls are accepted anytime, but the exchange service is available from 8:00 a.m. to 5:00 p.m., Monday through Friday, ET. All shipping and handling is paid by IBM.
Onsite exchange - IBM will ship a replacement the same day the service call was received and schedule next day delivery to you. If the service call is received after 8:00 p.m.(ET), the replacement will be shipped the following business day. An IBM service technician will go to your site to remove the failed product and install the replacement product. In addition, the service technician will handle all return shipping responsibilities.
EasyServ exchange - IBM will ship a replacement the same day the service call was received and schedule next day delivery to you. If the service call is received after 8:00 p.m.(ET), the replacement will be shipped the following business day. Removal of the failed product and installation of the replacement is your responsibility. The replacement packaging will include shipping instructions on how to return the failed product using the same carton that contained the replacement.
| Maintenance services for non-IBM products |
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IBM provides hardware support for hundreds of products made by other manufacturers. Maintenance for these products, and warranty service, if available, vary based on the specific product or manufacturer. For more information, visit our Managed Maintenance Solution page or talk to your IBM sales representative.
All service response times described here are objectives and are not guarantees. For service response beyond the options listed, contact your IBM sales representative. Information on this page pertains to warranty service upgrades and maintenance services only. See your IBM limited product warranty for warranty service information. Specific terms and conditions are provided in the IBM Maintenance Agreement or in the IBM ServiceSuite™ or ServiceElite Agreements.Copyright IBM Corporation 2005 International Business Machines Corporation Route 100 Somers NY 10589 USA. All Rights Reserved IBM, the IBM logo and ServiceSuite are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Other company, products and service names may be trademarks or service marks of others.
