IBM DDS Generation 6 User Manual page 46

6. CRU and Courier or Depot Service*
7. CRU and Customer Carry-In or Mail-In Service*
8. Machine Exchange Service
(*) When a 5, 6, or 7 type of warranty service is listed, IBM will determine
which type of warranty service is appropriate for the repair.
Service Levels
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. Certain Machines
with a Same Day On-site response-time objective may require the installation and
use of remote connectivity tools and equipment for direct problem reporting, remote
problem determination and resolution.
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 following IBM Internet website:
http://www.ibm.com/servers/support/machine_warranties/.
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DDS Generation 6 USB Tape Drive: User's Guide
This type of Warranty Service is a combination of Type 1 and Type 2 (see
above).
This type of Warranty Service is a combination of Type 1 and Type 3 (see
above).
This type of Warranty Service is a combination of Type 1 and Type 4 (see
above).
IBM will initiate shipment of a replacement Machine to your location. You are
responsible for its installation and verification of its operation. You must pack the
failing Machine into the shipping container that contained the replacement
Machine and return the failing Machine to IBM. Transportation charges, both
ways, are paid by IBM. You may be charged for the replacement Machine if IBM
does not receive the failing Machine within 15 days of your receipt of the
replacement Machine.
After we receive your call, following problem determination, if IBM determines
on-site service is required, a service technician will be scheduled to arrive at
your location on the next business day. Service will be provided from 8:00 a.m.
to 5:00 p.m. in your local time zone, Monday through Friday, excluding holidays.
After we receive your call, following problem determination, if IBM determines
on-site service is required, a service technician will be scheduled to arrive at
your location within four hours. Service will be provided from 8:00 a.m. to 5:00
p.m. in your local time zone, Monday through Friday, excluding local IBM
holidays. If after 1:00 p.m. it is determined that on-site service is required, a
service technician will be scheduled to arrive the morning of the following
business day.
After we receive your call, following problem determination, if IBM determines
on-site service is required, a service technician will be scheduled to arrive at
your location within four hours. This type of service will be provided 24 hours a
day, every day, including holidays.