Datasheet
IBM Europe, Middle East, and Africa
Services Announcement ZS09-0181
IBM is a registered trademark of International Business Machines Corporation
10
68Y5396 SD833 SAP 3YR IOL NBD 2YR IOR 7x24x4hr 1726 All models
4002 AC4 C4A
71Y2371 SD837 SAP 3YR IOL NBD 1YR IOR 9x5x4hr 1812 8VH 81H
71Y2372 SD838 SAP 3YR IOL NBD 1YR IOR 7x24x4hr 1812 8VH 81H
71Y2373 SD839 SAP 3YR IOL NBD 2YR IOR 9x5x4hr 1812 8VH 81H
71Y2374 SD840 SAP 3YR IOL NBD 2YR IOR 7x24x4hr 1812 8VH 81H
71Y2439 SD847 SAP 1YR IOL NBD 1YR IOR 9x5x4hr 4002 BC4 C4B
71Y2440 SD848 SAP 1YR IOL NBD 1YR IOR 7x24x4hr 4002 BC4 C4B
71Y2441 SD849 SAP 1YR IOL NBD 2YR IOR 9x5x4hr 4002 BC4 C4B
71Y2442 SD850 SAP 1YR IOL NBD 2YR IOR 7x24x4hr 4002 BC4 C4B
71Y2443 SD851 SAP 1YR IOL NBD 1YR IOR 9x5x4hr 4002 AC5 C5A
71Y2444 SD852 SAP 1YR IOL NBD 1YR IOR 7x24x4hr 4002 AC5 C5A
71Y2447 SD853 SAP 1YR IOL NBD 2YR IOR 9x5x4hr 4002 AC5 C5A
71Y2445 SD854 SAP 1YR IOL NBD 2YR IOR 7x24x4hr 4002 AC5 C5A
71Y2472 SD855 SAP 1YR IOL NBD 1YR IOR 9x5x4hr 4002 BC5 C5B
71Y2473 SD856 SAP 1YR IOL NBD 1YR IOR 7x24x4hr 4002 BC5 C5B
71Y2474 SD857 SAP 1YR IOL NBD 2YR IOR 9x5x4hr 4002 BC5 C5B
71Y2475 SD858 SAP 1YR IOL NBD 2YR IOR 7x24x4hr 4002 BC5 C5B
71Y2476 SD859 SAP 1YR IOL NBD 1YR IOR 9x5x4hr 4002 AG4 G4A
71Y2477 SD860 SAP 1YR IOL NBD 1YR IOR 7x24x4hr 4002 AG4 G4A
71Y2478 SD861 SAP 1YR IOL NBD 2YR IOR 9x5x4hr 4002 AG4 G4A
71Y2479 SD862 SAP 1YR IOL NBD 2YR IOR 7x24x4hr 4002 AG4 G4A
71Y2480 SD863 SAP 1YR IOL NBD 1YR IOR 9x5x4hr 4002 AG5 G5A
71Y2481 SD864 SAP 1YR IOL NBD 1YR IOR 7x24x4hr 4002 AG5 G5A
71Y2482 SD865 SAP 1YR IOL NBD 2YR IOR 9x5x4hr 4002 AG5 G5A
71Y2483 SD866 SAP 1YR IOL NBD 2YR IOR 7x24x4hr 4002 AG5 G5A
71Y2793 SD868 SAP 1YR IOL NBD 1YR IOR 9x5x4hr 3758 B32 32B
71Y2794 SD869 SAP 1YR IOL NBD 1YR IOR 7x24x4hr 3758 B32 32B
71Y2796 SD870 SAP 1YR IOL NBD 2YR IOR 9x5x4hr 3758 B32 32B
71Y2795 SD871 SAP 1YR IOL NBD 2YR IOR 7x24x4hr 3758 B32 32B
Warranty service upgrade (WSU)
Warranty service upgrades enhance the level of service from the base warranty
service associated with the machine type and model. A warranty service upgrade
can include single elements or combinations of:
• Extended hours of coverage
• Upgraded service delivery method (SDM)
• Higher level of response time objective
Service delivery method
IBM On-site Repair (IOR): Repair is performed at the customer site. If the
machine cannot be fixed with the help of IBM remote support, the repair activity is
performed by an IBM representative at the customer's site.
The term screening refers an initial remote problem determination (PD) or problem
source identification (PSI) activity on a customer's service request that is performed
by technical support personnel. Typically, this is the first technical activity performed
after the service request has been entered into the call management system and the
customer has been entitled. Call screening results in the creation of the initial action
plan to resolve the service request.
On-site service repair limited (IOL): Repair performed at customer site,
excluding CRUs
Service is same as IOR, but the customer is responsible for replacement of Tier 1
CRUs.
ServicePac response time
The target response time for the completion of PD is an average of two hours from
the customer's service request being registered in the IBM call management system.
The four-hour on-site response time of some ServicePacs is defined as the period
of time between the end of screening and the service representative arriving at the