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| Post-warranty Maintenance Agreement / ServicePac: FAQs |
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We're here when you need us, 24 hours a day, every day. If we can't fix your problem over the phone, we'll either schedule repair services or perform an equipment exchange according to your level of service coverage. |
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FAQs
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| Features and benefits | |
| Q: | What is a MA ServicePac®? | | A: | MA ServicePac is a maintenance agreement for post-warranty machines. You may purchase MA ServicePacs if your machine is: out of warranty with no service coverage; nearing the end of a current ServicePac warranty service upgrade (WSU); or nearing the end of a current MA ServicePac. | | Q: | What are some of the key features and benefits? | | A: | MA ServicePac is a simple and cost-effective way to continue maintenance services once your original warranty, ServicePac WSU or MA ServicePac maintenance agreement has expired. The ServicePac packaging and part-number make it easy to order and activate, by phone or online. Telephone access to technicians is available 24 hours a day - if we can't fix the problem over the phone, we'll either schedule an onsite visit, or exchange the equipment according to the level of service coverage purchased. | | Q: | How will the MA ServicePac help me save money? | | A: | MA ServicePac is designed to help you optimize your IT investment. Proper care and expert maintenance can help extend the life of your IT equipment, and keep your day-to-day business operations running smoothly. |
| Ordering | |
| Q: | I have an IBM machine that is currently covered by a ServicePac Warranty and Maintenance Options (WAMO)/WSU. What should I buy? | | A: | Buy a one or two-year MA ServicePac. MA ServicePacs may be purchased at any time during the current WSU term. If you later decide that you need additional years of coverage, you may purchase and activate an additional MA ServicePac. | | Q: | I have an IBM machine that is covered by a WSU ServicePac providing 9x5 next business day coverage, and nearing expiration. Can I add a MA ServicePac for another service level, such as depot repair? | | A: | Yes. MA ServicePac coverage may be added at the requested service level. The MA ServicePac portfolio is designed to offer the correct levels of service available for a given IBM machine. | | Q: | I'm buying a new IBM machine that will be covered by base warranty only. What should I buy? | | A: | ServicePac WSUs are for machines still within the original base warranty coverage period, and are intended to be purchased along with the machine or at anytime during the original warranty period. Check your warranty status. | | Q: | I have a machine that is nearing the end of its base warranty. What should I buy? | | A: | WSUs are priced to take advantage of the machine's warranty status. It is recommended customers purchase ServicePac WSUs for machines on base warranty. | | Q: | I have a refurbished IBM machine. Is it eligible for a MA ServicePac? | | A: | All US released and purchased machines that have NOT reached IBM End Of Service (EOS) dates are eligible for MA ServicePacs. | | Q: | I have an IBM machine that I wish to have covered for post-warranty maintenance. How can I find out if it is eligible for post-warranty maintenance? | | A: | MA Eligibility withdrawals are announced via hard-copy letters. To see withdrawn machine type/models and announcement letters, click here. | | Q: | My current IBM machine inventory is covered by other IBM maintenance service contracts (ServiceElect/Suite™). Should I purchase MA ServicePacs when adding IBM PC equipment? | | A: | It is best to add equipment using the same current contract vehicle. MA ServicePacs are intended for customers who prefer, or are currently using IBM ServicePacs to meet their service support needs. | | Q: | If my system is down, and my machine is out of warranty, is my machine eligible for an MA ServicePac? | | A: | No. Your machine must be operational prior to purchasing an MA ServicePac. IBM reserves the right to inspect any machine not under current service to verify that the machine meets acceptance criteria. Once the machine is repaired, it may be eligible for MA ServicePac coverage. |
| Activation | |
| Q: | MA ServicePac must be activated within 30 days of purchase. Why is this important? | | A: | Quick activation of the ServicePac ensures proper service entitlement when requesting service. | | Q: | Do I need to provide the model information to complete ServicePac activation? | | A: | Yes. ServicePac activation requires machine type, model and serial number to ensure proper service entitlement for a given machine. Your machine identification and serial number label can usually be found on the back or bottom of your machine. |
| Coverage | |
| Q: | Are parts and labor included? | | A: | Yes. All MA ServicePac options include coverage for both parts and labor. | | Q: | Is service provided for non-IBM components? | | A: | IBM performs hardware problem determination to the component level. For non-IBM components, you must provide the replacement part and IBM will provide the labor to replace it. If IBM has a Technical Support Agreement with the manufacturer, procurement and cost of the replacement part may also be included. |
| Customer responsibilities | |
| Q: | Are there eligibility requirements in order to purchase the MA ServicePac? | | A: | To purchase, you must provide the machine type, model and serial number. MA ServicePacs can be ordered only for machines that were released and purchased in the United States. Your machine must be operational prior to purchasing an MA ServicePac. IBM reserves the right to inspect any machine not under current service to verify that the machine meets acceptance criteria. |
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