Product guide

System x3250 M5 33
Warranty options
The x3250 M5 server has a three-year onsite warranty with 9x5/next business day terms. Lenovo offers
the warranty service upgrades through ServicePac offerings, described in this section. The ServicePac is
a series of prepackaged warranty maintenance upgrades and post-warranty maintenance agreements
with a well-defined scope of services, including service hours, response time, term of service, and service
agreement terms and conditions.
ServicePac offerings are country-specific; that is, each country might have its own service types, service
levels, response times, and terms and conditions. Not all covered types of ServicePac offerings might be
available in a particular country. For more information about the ServicePac offerings that are available in
your country, visit the ServicePac Product Selector:
https://www-304.ibm.com/sales/gss/download/spst/servicepac
The following table explains warranty service definitions in more detail.
Table 17. Warranty service definitions
Term Description
On-site
repair
A service technician comes to the server's location for equipment repair.
24x7x2 hour A service technician is scheduled to arrive at your client’s location within two hours after remote
problem determination is completed. We provide service around the clock, every day, including
holidays.
24x7x4 hour A service technician is scheduled to arrive at your client’s location within four hours after remote
problem determination is completed. We provide service around the clock, every day, including
holidays.
9x5x4 hour A service technician is scheduled to arrive at your client’s location within four business hours after
remote problem determination is completed. We provide service from 8:00 a.m. - 5:00 p.m. in the
client's local time zone, Monday through Friday, excluding holidays. If it is after 1:00 p.m. and it is
determined that onsite service is required, the client can expect the service technician to arrive the
morning of the following business day. For noncritical service requests, a service technician will
arrive by the end of the following business day.
9x5 next
business day
A service technician is scheduled to arrive at your client’s location on the business day after we
receive your call, following remote problem determination. We provide service from 8:00 a.m. -
5:00 p.m. in the client's local time zone, Monday through Friday, excluding holidays.
In general, the following types of ServicePac offerings are available:
Warranty and maintenance service upgrades:

One, two, three, four, or five years of 9x5 or 24x7 service coverage

Onsite repair from 2 or 4 hours to next business day

One or two years of warranty extension

Remote technical support services:

One or three years with 24x7 coverage (severity 1) or 9x5/next business day for all severities

Installation and startup support for System x servers

Remote technical support for System x servers

Software support - Support Line:

Microsoft or Linux software

VMware

IBM Systems Director
