Datasheet

IBM Europe, Middle East, and Africa
Services Announcement ZS09-0245
IBM is a registered trademark of International Business Machines Corporation
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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
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