Datasheet

IBM Europe, Middle East, and Africa Services
Announcement ZS11-0012
IBM is a registered trademark of International Business Machines Corporation
5
46D3461 RS186 5 Year IOR 9x5 SBD 7988
46D3462 RS187 5 Year IOR 24x7 SBD 7988
46D3970 RS197 3 Year IOR 9x5 NBD 0792
0793
46D3971 RS198 3 Year IOR 9x5 SBD 0792
0793
46D3972 RS199 3 Year IOR 24x7 SBD 0792
0793
46D3973 RS200 4 Year IOR 9x5 NBD 0792
0793
46D3974 RS201 4 Year IOR 9x5 SBD 0792
0793
46D3975 RS202 4 Year IOR 24x7 SBD 0792
0793
46D3976 RS203 5 Year IOR 9x5 NBD 0792
0793
46D3977 RS204 5 Year IOR 9x5 SBD 0792
0793
46D3978 RS205 5 Year IOR 24x7 SBD 0792
0793
46D4246 RS208 3 Year IOR 5x9 SBD 7998
46D4247 RS209 3 Year IOR 24x7 SBD 7998
Warranty service upgrade
Warranty service upgrades enhance the level of service from the base warranty
service associated with the machine type and model. Warranty service upgrades 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" means that initial problem determination (PD) and 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.
Post-warranty ServicePac
Post-warranty ServicePac offers are designed to provide the customer the
opportunity to purchase an upgraded service entitlement for an IBM product. This
type of ServicePac offers hardware maintenance after the warranty period has
expired in a simple, proven Web-based package. The easy registration process helps
to ensure a high-quality maintenance service. These electronic ServicePacs are
available through the same IBM Business Partners who sell the related hardware.
ServicePac must be registered within 15 days of its purchase. These offerings are
valid 30 days from the purchase date of the ServicePac.
ServicePac response time
The target response time for the completion of problem determination is an average
of two hours from the customer's service request being registered in IBM's call
management system. The four-hour on-site response time of some ServicePac
offerings is defined as the period of time between the end of screening and when the
service representative arrives at the machine location for repair.