IBM United States Hardware Announcement 111-087
IBM is a registered trademark of International Business Machines Corporation
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Warranty service
If required, IBM provides repair or exchange service depending on the types
of warranty 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.
If applicable to your product, parts considered Customer Replaceable Units (CRUs)
will be provided as part of the machine's standard warranty service.
Service levels are response-time objectives and are not guaranteed. The specified
level of warranty 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.
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 level is:
• 24 hours per day, 7 days a week, 4 hour average, same day response.
Warranty service upgrades
During the warranty period, warranty service upgrades provide an enhanced level of
On-site Service for an additional charge. Service levels are response-time objectives
and are not guaranteed. See the Warranty services section for additional details.
IBM will attempt to resolve your problem over the telephone or electronically by
access to an IBM Web site. 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.
Maintenance service options
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:
• 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
Warranty service upgrades
Usage plan machine
No
IBM hourly service rate classification
Three