Service response times
A service technician is scheduled to arrive at your location within the time frame you choose. We provide service around the clock, every day, including IBM holidays. These are service objectives, not guarantees.
- 24x7x2 hour
Arrive at your location within two hours after remote problem determination is completed. - 24x7x4 hour
Arrive at your location within four hours after remote problem determination is completed.
We provide service from 8:00 a.m. to 5:00 p.m. in your local time zone, Monday through Friday, excluding IBM holidays.
- 9x5x4 hour
Arrive at your location within four business hours after remote problem determination is completed. If after 1:00 p.m. it is determined that onsite service is required, you can expect the service technician to arrive the morning of the following business day. For non critical service requests, a service technician will arrive by the end of the following business day.
- 9x5/next business day
Arrive at your location on the business day after we receive your call, following remote problem determination.
Types of service
Onsite repair
A service technician will come to your location for equipment repair.
EasyServ depot repair for Point of Sale Products
A courier will pick up the failed equipment and deliver it to our depot repair center. Our objective is to repair it within five business days of arrival.
Onsite exchange for IBM server peripherals
A service technician will come to your location with a replacement machine and perform the equipment exchange.
Onsite exchange for IBM printers
A courier will deliver a replacement machine to you in exchange for your failed machine, and a service technician will arrive to uninstall the failed machine and install the replacement machine. IBM will ship the replacement the same day the service call was received, with next day delivery. If the service call is received after 8:00 p.m. Eastern Time, the replacement machine will be shipped the following business day. In addition, the service technician will handle all return shipping responsibilities. All shipping and handling is paid for by IBM.
EasyServ exchange
A courier will deliver a replacement machine to you in exchange for your failed machine. IBM will ship the replacement the same day the service call was received, with next day delivery. If the service call is received after 8:00 p.m. Eastern Time, the replacement machine will be shipped the following business day. You are responsible for taking out the failed machine and installing the replacement machine ... Keep the replacement packaging, since it will include return shipping instructions. All shipping and handling is paid for by IBM.
