Technical information

IBM United States Hardware Announcement 112-001 IBM is a registered trademark of International Business Machines Corporation
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IBM will attempt to resolve your problem over the telephone or electronically by
access to an IBM website. You must follow the problem determination and resolution
procedures that IBM specifies. Scheduling of service will depend upon the time of
your call and is subject to parts availability.
On-site Service
IBM will repair the failing machine at your location and verify its operation. You
must provide a suitable working area to allow disassembly and reassembly of the
IBM machine. The area must be clean, well lit, and suitable for the purpose. The
following service selections are available as warranty upgrades for your machine
type.
• 9 hours per day, Monday through Friday, excluding holidays, 4-hour average,
same-business-day response, IOR
• 24 hours per day, 7 days a week, 4-hour average response, IOR
• 24 hours per day, 7 days a week, 2-hour average response, IOR
Customer Replaceable Units (CRUs) may be provided as part of the Machine's
standard warranty CRU Service except that you may install a CRU yourself or
request IBM installation, at no additional charge, under one of the On-site Service
levels specified above. For additional information on the CRU service, see warranty
information.
Maintenance Services
If required, IBM provides repair or exchange service depending on the types of
maintenance service specified for the Machine. IBM will attempt to resolve your
problem over the telephone or electronically, via an IBM web site. You must follow
the problem determination and resolution procedures that IBM specifies. Scheduling
of service will depend upon the time of your call and is subject to parts availability.
Service levels are response time objectives and are not guaranteed. The specified
level of maintenance service may not be available in all worldwide locations.
Additional charges may apply outside IBM's normal service area. Contact your local
IBM representative or your reseller for country and location specific information. The
following service selections are available as maintenance options for your machine
type.
On-site Service
IBM will repair the failing machine at your location and verify its operation. You
must provide suitable working area to allow disassembly and reassembly of the IBM
Machine. The area must be clean, well lit, and suitable for the purpose.
• 9 hours per day, Monday through Friday, excluding holidays, next-business-day
response
• 9 hours per day, Monday through Friday, excluding holidays, 4 hour average
response
• 24 hours per day, 7 days a week, 4-hour average response
• 24 hours per day, 7 days a week, 2-hour average response
Customer Replaceable Units
If your problem can be resolved with a CRU (e.g., keyboard, mouse, speaker,
memory, or hard disk drive), and depending upon the maintenance service offerings
in your geography, IBM will ship the CRU to you for you to install. CRU information
and replacement instructions are shipped with your machine and are available from
IBM upon your request.
Based upon availability, CRUs will be shipped for next business day delivery. IBM
specifies, in the materials shipped with a replacement CRU, whether a defective
CRU must be returned to IBM. When return is required, 1) return instructions and a
container is shipped with the replacement CRU and 2) you may be charged for the
replacement CRU if IBM does not receive the defective CRU within 15 days of your