Datasheet

IBM Europe, Middle East, and Africa
Services Announcement ZS09-0181
IBM is a registered trademark of International Business Machines Corporation
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customer's machine location for repair. The sum of the two elements, two hours PD
plus four hours IOR after PD, is the on-site response time target, which is consistent
with the service description for same-business-day (SBD) coverage. The average
target on-site response time is six hours, which is equal to a two-hour average
target for PD and four-hour average target for IOR after PD. It should be noted that
average targets are set for guidance and that actual times will vary by complexity of
service request.
Hours of coverage
9 x 5 coverage - 9 hours per day, Monday through Friday, excluding public and
national holidays
24 x 7 coverage - 24 hours per day, Monday through Sunday, 365 days a year
Limitations with respect to replacements or to parts for services upgrades:
Products classified as consumable supplies, such as peripheral devices and
accessories like external displays, are not covered by this service.
Repair parts and replacement machines, which may be furnished on an exchange
basis, may not be new, but will be in good working order. All replaced parts and
machines become the property of IBM. Some parts of IBM machines are designated
as customer replaceable units (CRUs), enabling you to replace these parts. CRU
information and replacement instructions are shipped with your IBM machines and
are available from IBM at any time on your request. You may be offered to install a
CRU yourself or you may request IBM to install it as part of this service. You must
return all defective CRUs to IBM in accordance with the return instructions issued
with the replacement CRU. Certain machines require machine code or licensed
internal code (LIC), such as microcode or system code, to correctly function. For
such machines, you are responsible for downloading designated machine code and
LIC updates from an IBM Web site or from other electronic media, and following the
instructions that IBM provides.
For a full definition of IBM maintenance services, visit
http://www.ibm.com/services/europe/maintenance/operational-guides.html
Prices
For pricing information, contact your IBM representative or your IBM Business
Partner.
Announcement countries
Austria
Belgium
Bulgaria
Croatia
Czech Republic
Denmark
Finland
France
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Germany
Greece
Hungary
Ireland
Israel
Italy