IBM Aptiva Handbook page 38

Flat rate
You may call the IBM PC HelpCenter to purchase support for
a single incident or multiple incidents (in Canada, call the toll
free number listed on page ??). The flat-rate option is not
available in Australia or New Zealand.
Single incident
The single call option allows you to pay a flat fee for each
individual problem you need to resolve. This option is payable
only by credit card.
3-incident pack
The 3-incident pack allows you to purchase a block of
problem resolutions at a discount from the single incident
price. This option is payable only by credit card. The
3-incident pack expires one year from the date of purchase.
5-incident pack
In Australia and New Zealand, the 5-incident pack allows you
to purchase a block of problem resolutions at a discount from
the single-incident price. The 5-incident help pack expires
one year from the date of purchase.
10-incident pack
In the United States, Canada, Australia, and New Zealand,
the 10-incident pack allows you to purchase a block of
problem resolutions at a discount from the single-incident
price. The 10-incident pack expires one year from the date of
purchase.
2-10 Chapter 2: HelpWare support and services
An incident is a request for telephone assistance about a
single question or problem. An incident may involve multiple
conversations or actions which may include (but are not
limited to):
W your initial request
W research by IBM
W a call back from IBM to you
Requests for assistance on multiple questions or problems
will be considered as multiple incidents.
International Warranty Service - Not Available
International Warranty Service (IWS) is an IBM program that
is available on selected IBM Commercial PC products. IWS
allows customers who travel or need to move products to
another country to register the products with IBM's
International Warranty Service Office (IWSO). Upon
registering the product with the IWSO, IBM will issue a
certificate that that will be honored wherever IBM or IBM
resellers sell and service IBM Commercial PC products. The
IWS program is not available for Aptiva products.
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W In Australia, call 13-14-26, 9 am to 9 pm, 7 days a
week.(EST - australia)
W In New Zealand, call 0800-733-2222, 9 am to 9 pm, 7
days a week.(EST - Australia)
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