Service detail
InfoPrint Solutions Company offers a variety of ServicePacs to meet your business needs. You can avoid unexpected, prolonged downtime with maintenance, or post-warranty coverage that can help you continually support your customers and provide critical business information. In addition you can use the Installation ServicePac to have printers installed on-site with ease.
Which ServicePac coverage is right for your printer?
Warranty service upgrades (WSU) are for printers that are still within the original base warranty coverage period. Various service levels, response times and supported products are available for this type of Warranty and Maintenance Option (WAMO) ServicePac.
If you have a printer that is out of warranty, or if you have an existing warranty service upgrade (WSU) or maintenance agreement that is about to expire, then post-warranty maintenance (MA ServicePac) is right for you.
If you have a new printer which requires installation services, the Installation ServicePac is right for you.
Prerequisites
- Your machine type/model and serial number are required before your transaction can be processed.
- Warranty service upgrades (WSU) can be ordered only for machines that were released and purchased in the United States.
- Warranty service upgrades must be purchased during your original product warranty period and the service period begins with the date of equipment purchase.
- Installation ServicePacs: Infoprint Solutions Company will provide a services specialist at your site to perform the installation of the product (s) identified with by the Installation ServicePac part number that you ordered. The Infoprint Solutions Company services specialist will deliver to you an Installation Record that identifies the installed products that correspond to the ServicePac part number that you ordered. Infoprint Solutions Company will provide service for installations 9 hours per day, 5 days a week ( Monday-Friday, excluding national holidays) during normal business hours. Infoprint Solutions Company will provide this Service only for products identified in the applicable product list.
- MA (Post Warranty) ServicePacs: MA ServicePac may be added to a machine:
- Having no present service coverage ( not under warranty, no warranty service upgrade).
- Prior to expiration of a c urrent ServicePac WSU.
- Prior to expiration of a current MA ServicePac.
- ServicePac MA purchase date
MA ServicePacs will not automatically renew upon expiration. To continue service, additional purchase and activation is required. The term will then be extended one or two years ( depending on the length purchased) from the current MA ServicePac end date at the requested level of service. Service will not take effect until the current MA ServicePac expires.
Need help finding your machine type, model or serial number? Your machine identification and serial number label can usually be found on the rear or bottom of your machine. Additionally, you may try our warranty lookup.
Service Levels
Service level options give you more choices.
These service levels are not guarantees, but are service objectives we strive to meet.
Service level options
| Service levels* | Printers |
| Repair Options (IOR = InfoPrint Solu tions Onsite Repair) |
| IOR 24x7x4 hour | 1, 2, 3, 4 or 5 years |
| IOR 9x5x4 hour | 1, 2, 3, 4 or 5 years |
| EasyServ depot repair | 1, 2, 3 or 4 years |
| Exchange Options (IOE = InfoPrint Solutions Onsite Exchange) |
| IOE 9x5/next business day | 1, 2, 3, 4 or 5 years |
| EasyServ exchange | 2, 3, 4 or 5 years |
* Service level options may vary by machine type and/or model. |
Delivery Methods
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.
- 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 Services
Onsite repair
A service technician will come to your location for equipment repair.
Depot repair
For customers selectin g this coverage plan, the customer will return the printer for service and repair. InfoPrint Solutions provides services centers to fix selected InfoPrint Solutions printers and/or provide convenient replacement printers. These printer offerings provide cost-effective solutions for you to get your printer back to full functionality with minimal impact to your operating environment.
Onsite exchange for printers (InfoPrint Solutions Company)
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 InfoPrint Solutions Company.
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 InfoPrint Solutions Company.
