Technical information

IBM Europe, Middle East, and Africa Hardware
Announcement ZG14-0098
IBM is a registered trademark of International Business Machines Corporation
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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 above for additional
details.
IBM will attempt to resolve your problem over the telephone or electronically by
access to 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.
CRU and On-site Service
At IBM's discretion you will receive CRU service or 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. The following on-site response-time objectives are
available as warranty service upgrades for your machine. Available offerings are:
• IBM On-site Repair, Same-Business-Day, On-site Response Time, Latest Call
Registration 12:00, 9 hours per day, Monday through Friday, excluding public or
national holidays.
• IBM On-site Repair, Same-Business-Day, On-site Response Time, Latest Call
Registration 18:00, 18 hours per day, Monday through Saturday, excluding public
or national holidays.
• IBM On-site Repair, Same-Business-Day, 6 hours average On-site Response Time,
24 hours per day, Monday through Sunday, 365 days a year.
Customer Replaceable Units (CRUs) may be provided as part of the machine's
standard warranty CRU Service except that you may install a CRU yourself or
request IBM installation, at no additional charge, under the CRU and On-site Service
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-specific 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:
• IBM On-site Repair Limited, Next-Business-Day, On-site Response Time, Latest
Call Registration 15:00, 9 hours per day, Monday through Friday, excluding public
or national holidays.