Datasheet

IBM Flex System x220 Compute Node 31
Warranty options
The IBM Flex System x220 Compute Node has a three-year on-site warranty with 9x5 next-business-day
terms. IBM offers the warranty service upgrades through IBM ServicePac, described 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. 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 20. Warranty service definitions
Term Description
IBM on-site
repair (IOR)
A service technician comes to the server's location for equipment repair.
24x7x2 hour A service technician is scheduled to arrive at your customer’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 customer’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 customer’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 customer's local time zone, Monday through Friday, excluding IBM holidays. If it is after 1:00
p.m., and it is determined that on-site service is required, the customer can expect the service
technician to arrive the morning of the following business day. For noncritical service requests, a
service technician arrives by the end of the following business day.
9x5 next
business day
A service technician is scheduled to arrive at your customer’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 customer's local time zone, Monday through Friday, excluding IBM holidays.
In general, here are the types of IBM ServicePac offerings:
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 9x5 next business day for all severities

Installation and startup support for IBM System x® servers

Remote technical support for System x servers

Software support - Support Line:

Microsoft or Linux software

VMware

IBM Systems Director
