IBM 9910-E36 Service Manual page 6

If a replacement element is required, the UPS manufacturer will process and ship
the request the same day if the request is received before noon (12:00 p.m.) local
time. After noon, the replacement element will be shipped the following business
day. The replacement element will be next-day air service (same type of carrier used
in the US, for example, Federal Express®, Airborne Express). The shipping costs to
and from the client location are the responsibility of the UPS manufacturer.
Advanced Element Exchange Warranties DO NOT include onsite service unless
specifically noted in writing at the time of equipment sale.
Client responsibility
For 9910 Model E36 the clients' responsibilities for element exchange are:
• Receipt, unpacking, installation, and exchange of the defective element.
• Packaging of the defective element in the container received with the
replacement element.
• Following the instructions provided for return of the defective element. Returning
the defective element so that it is received at Powerware UPS depot center within
the established time from the arrival of the replacement.
Technical information can also be accessed at the following website
http://www.eaton.com/ibm
Warranty service is available from your local IBM services provider.
Extended Warranty Service
Not applicable
Warranty service upgrades
During the warranty period, warranty service upgrades provide an enhanced level of
On-site Service for an additional charge. Service levels are response-time objectives
and are not guaranteed. See the warranty services section for additional details.
IBM will attempt to resolve your problem over the telephone or electronically by
access to an IBM website. Certain machines contain remote support capabilities
for direct problem reporting, remote problem determination, and resolution with
IBM. You must follow the problem determination and resolution procedures that
IBM specifies. Following problem determination, if IBM determines on-site service
is required, scheduling of service will depend upon the time of your call, machine
technology and redundancy, and availability of parts.
Maintenance service options
CRU and On-site Service
At IBM's discretion you will receive CRU service or 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 on-site response-time objectives are
available as warranty service upgrades for your machine. Available offerings are:
• 9 hours per day, Monday through Friday, excluding holidays, 4 hour average,
same business day response
• 24 hours per day, 7 days a week, 4 hour average response, same day
• 24 hours per day, 7 days a week, 2 hour average response, same day
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 the CRU and On-site Service
IBM Asia Pacific Hardware Announcement AG11-0027 IBM is a registered trademark of International Business Machines Corporation 6