Maintenance service (ICA)
Maintenance services are available for existing ICA
legacy contracts.
The preferred go-to-market offerings
are ServiceElect. However, ICA legacy contracts will still
be available for current customers until they are
withdrawn.
Alternative service (Warranty service upgrades):
During
the warranty period, warranty service upgrade provides
an enhanced level of on-site service for an additional
charge. A warranty service upgrade must be purchased
during the warranty period and is for a fixed term
(duration).
It is not refundable or transferable and may
not be prorated.
If required, IBM will provide the
warranty service upgrade enhanced level of on-site
service acquired by the customer.
Service levels are
response time objectives and are not guaranteed.
IBM will attempt to resolve your problem over the
telephone or electronically by access to an IBM Web site.
You must follow the problem determination and resolution
procedures that IBM specifies. Scheduling of service will
depend upon the time of your call and is subject to parts
availability.
CRUs will be provided as part of the
machine
′
s standard warranty CRU service.
On-site service:
IOR, 9 hours per day, Monday through
Friday excluding holidays, NBD response. 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. Some repairs may require sending the ThinkPad
to a service center for repair.
Maintenance service:
If required, IBM provides repair or
exchange service depending on the type of maintenance
service specified below for the machine.
An IBM
technician will attempt to resolve your problem over the
telephone. You must follow IBM
′
s problem determination
and resolution procedures.
Scheduling of service will
depend upon the time of your call and is subject to parts
availability. Service levels are response time objectives
and are not guaranteed.
CRU service:
If your problem can be resolved with a CRU
(keyboard, mouse, speaker, memory, or HDD), IBM will
ship the CRU to you for you to install. CRU information
and replacement instructions are shipped with your
machine and are available from IBM at any time on your
request.
IBM specifies in the materials shipped with a replacement
CRU whether a defective CRU must be returned to IBM.
When return is required:
•
Return instructions and a container are shipped with
the replacement CRU.
•
You may be charged for the replacement CRU if IBM
does not receive the defective CRU within 30 days of
your receipt of the replacement.
Courier or depot service (ThinkPad EasyServ):
You will
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.
On-site service:
IOR, 9 hours per day, Monday through
Friday excluding holidays, NBD response. 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. Some repairs may require sending the ThinkPad
to a service center for repair.
Packaged offerings:
IBM packaged offerings provide
“value packaged” maintenance services for ThinkPad
customers. These offerings must be purchased during the
product warranty period and are offered for a fixed term
(duration).
They are not refundable or transferable and
may not be prorated.
•
EasyServ Plus provides CRU service and ThinkPad
EasyServ repair service in yearly increments after the
warranty period has expired, up to a total of three
years.
Refer to the
Prices
section for offering
increments and charges.
•
On-site Plus provides CRU service and on-site service
9 hours a day, Monday through Friday excluding
holidays, NBD response. This offering include on-site
service during the warranty period and for a fixed term
after the warranty period has expired. Some repairs
may require the use of ThinkPad EasyServ. Refer to
the
Prices
section for offering increments and charges.
Non-IBM parts support
Warranty service:
IBM is now shipping machines with
selected non-IBM parts that contain an IBM field
replaceable unit (FRU) part number label.
These parts
are to be serviced during the IBM warranty period. IBM
is covering the service on these selected non-IBM parts
as an accommodation to customers, and normal warranty
service procedures for the IBM machine apply.
Warranty service upgrades and maintenance services:
Under certain conditions, IBM Integrated Technology
Services repairs selected non-IBM parts at no additional
charge for machines that are covered under a warranty
service upgrade or maintenance services.
IBM Service provides hardware problem determination
on non-IBM parts (adapter cards, PCMCIA cards, disk
drives, memory, and so forth) installed within IBM
systems covered under the IBM warranty service upgrade
or maintenance services and provide the labor to replace
the failing parts at no additional charge.
If IBM has
technical service agreements with the manufacturers of
the failing part, or if the failing part is an accommodations
part (a part with an IBM FRU label), IBM may also source
and replace the failing parts at no additional charge. For
all other non-IBM parts, customers are responsible for
sourcing the parts.
Installation labor is provided at no
additional charge, if the machine is covered under a
warranty service upgrade or maintenance services.
IBM hourly service rate classification:
One
International service for ThinkPads:
International Service
for ThinkPads is a hardware repair service for customers
who have purchased an IBM warranty service upgrade,
maintenance services, or package offerings. This service
is provided at no additional charge. International service
is available wherever IBM sells and services ThinkPad
products.
Customers are required to register for this
service.
For more information, refer to Services Announcement
698-019, dated March 24, 1998. To register, call one of
the following offices:
105-025
-6-
