IBM Asia Pacific Hardware Announcement AG11-0027
IBM is a registered trademark of International Business Machines Corporation
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level specified above. For additional information on the CRU Service, see the
warranty information.
Maintenance services
If required, IBM provides repair or exchange service depending on the types of
maintenance service specified for the machine. IBM will attempt to resolve your
problem over the telephone or electronically, via an IBM website. Certain machines
contain remote support capabilities for direct problem reporting, remote problem
determination, and resolution with IBM. You must follow the problem determination
and resolution procedures that IBM specifies. Following problem determination, if
IBM determines on-site service is required, scheduling of service will depend upon
the time of your call, machine technology and redundancy, and availability of parts.
Service levels are response-time objectives and are not guaranteed. The specified
level of maintenance service may not be available in all worldwide locations.
Additional charges may apply outside IBM's normal service area. Contact your local
IBM representative or your reseller for country and location-specific information. The
following service selections are available as maintenance options for your machine
type.
On-site Service
IBM will repair the failing machine at your location and verify its operation. You must
provide a suitable working area to allow disassembly and reassembly of the IBM
machine. The area must be clean, well lit, and suitable for the purpose.
Service levels are:
• 9 hours per day, Monday through Friday, excluding holidays, next business day
response
• 9 hours per day, Monday through Friday, excluding holidays, 4 hour average
response, same business day
• 24 hours per day, 7 days a week, 4 hour average response, same day
• 24 hours per day, 7 days a week, 2 hour average response, same day
Customer Replaceable Unit (CRU) Service
If your problem can be resolved with a CRU (for example, keyboard, mouse,
speaker, memory, or hard disk drive), and depending upon the maintenance service
offerings in your geography, IBM will ship the replacement CRU to you for you to
install. CRU information and replacement instructions are shipped with your machine
and are available from IBM upon your request.
Based upon availability, CRUs will be shipped for next business day delivery. IBM
specifies, in the materials shipped with a replacement CRU, whether a defective
CRU must be returned to IBM. When return is required, 1) return instructions and a
container are shipped with the replacement CRU, and 2) you may be charged for the
replacement CRU if IBM does not receive the defective CRU within 15 days of your
receipt of the replacement.
CRUs may be provided as part of the machine's standard maintenance service
except that you may install a CRU yourself or request IBM installation, at no
additional charge, under any of the On-site Service levels specified above.
CRU and Courier or Depot Service
At IBM's discretion you will receive CRU service or you must disconnect the failing
machine for collection arranged by IBM. IBM will provide you with a shipping
container for you to return your machine to a designated service center. A courier
will pick up your machine and deliver it to the designated service center. Following
its repair or exchange, IBM will arrange the return delivery of the machine to your
location. You are responsible for its installation and verification.
CRU and Customer Carry-In or Mail-In Service
