IBM BNT Installation Manual page 75

Service levels specified below are response-time objectives only and are not
guarantees. The specified service level may not be available in all worldwide
locations. Charges may apply outside IBM's normal service area. Response times
are based on local standard business days and working hours. Unless otherwise
specified, all responses are measured from the time the customer contacts IBM for
problem determination until IBM has resolved the problem remotely or scheduled
service to be performed. Same Business Day Warranty Service (SBD) is based on
local standard business days and working hours. Next Business Day Warranty
Service (NBD) is based on commercially reasonable effort.
IBM encourages you to use available remote support technologies. Failure to install
and use available remote connectivity tools and equipment for direct problem
reporting, remote problem determination and resolution may result in an increased
service level response-time due to resource requirements.
1. Next Business Day (NBD), 9X5
2. Same Business Day (SBD), 9X5
3. Same Day (SD), 24X7
IBM Contact Information
For IBM in Canada or the United States, call 1-800-IBM-SERV (or 1-800-426-7378).
For IBM in the European Union (EU), Asia Pacific, and Latin America countries,
contact IBM in that country or visit the IBM Directory of Worldwide Contacts at
the following IBM Internet website: http://www.ibm.com/planetwide/.
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Appendix B. Warranty