Datasheet

IBM Europe, Middle East, and Africa Services
Announcement ZS11-0012
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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) on-site response (IOR) coverage. For IOR SBD and 24 x 7 hours
of 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.
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 Saturday, 365 days a year
Limitations with respect to replacements or to parts for service 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. You agree that all removed items are
genuine and unaltered. 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 website or from other electronic media,
and following the instructions that IBM provides.
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
• Israel
• Italy
• Norway
• Poland