Datasheet

IBM Flex System Enterprise Chassis 22
Warranty options
The IBM Flex System Enterprise Chassis has a three-year on-site warranty with 9x5 next-business-day
terms. IBM offers the warranty service upgrades through IBM ServicePac®, discussed in this section. The
IBM 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.
IBM 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 might be
available in a particular country. For more information about IBM ServicePac offerings available in your
country, see the IBM ServicePac Product Selector at
https://www-304.ibm.com/sales/gss/download/spst/servicepac.
The following table explains warranty service definitions in more detail.
Table 11. Warranty service definitions
Term Description
IBM on-site
repair (IOR)
A service technician will come 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 24-hour service, every day, including IBM
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 24-hour service, every day, including IBM
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. to 5:00 p.m. in the
client's local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m., it is
determined that on-site 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. to
5:00 p.m. in the client's local time zone, Monday through Friday, excluding IBM holidays.
In general, the following types are the types of IBM ServicePacs:
Warranty and maintenance service upgrades:

One, two, three, four, or five years of 9x5 or 24x7 service coverage

On-site repair from the next business day to four or two hours

One or two years of warranty extension

Remote technical support services:

One or three years with 24x7 coverage (severity 1) or 9 - 5 next business day for all severities

Installation and start-up support for System x servers

Remote technical support for System x servers

Software support - Support Line:

Microsoft or Linux software

VMware

IBM Systems Director
