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Alternative service (warranty service upgrades): During the warranty period, a warranty
service upgrade provides an enhanced level of on-site service for an additional charge. A
warranty service upgrade must be purchased during the warranty period and is for a fixed term
(duration). It is not refundable or transferable and may not be prorated. If required, IBM will
provide the warranty service upgrade enhanced level of on-site service acquired by the
customer. Service levels are response-time objectives and are not guaranteed.
IBM will attempt to resolve your problem over the telephone or electronically by access to 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.
A CRU will be provided as part of the machine's standard warranty CRU service except that you
may install a Tier 1 CRU yourself or request IBM to install it, at no additional charge under the
type of warranty service specified, 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.
Refer to the Prices section for specific offerings.
Maintenance service: If required, IBM provides repair or exchange service depending on the
type of maintenance service specified for the machine. IBM will attempt to resolve your problem
over the telephone or electronically by access to 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.
CRU service: If your problem can be resolved with a CRU (for example, keyboard, mouse,
speaker, memory, hard disk drive), 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 at any time on your request.
IBM specifies in the materials shipped with a replacement CRU whether a defective CRU must
be returned to IBM. When return is required, return instructions and a container are shipped with
the replacement CRU, and you may be charged for the replacement CRU if IBM does not
receive the defective CRU within 15 days of your receipt of the replacement.
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.
Refer to the Prices section for specific offerings.
Non-IBM parts support
Warranty service: IBM is now shipping machines with selected non-IBM parts that contain an
IBM field replaceable unit (FRU) part number label. These parts are to be serviced during the
IBM machine warranty period. IBM is covering the service on these selected non-IBM parts as
an accommodation to their customers, and normal warranty service procedures for the IBM
machine apply.
Warranty service upgrades and maintenance services: Under certain conditions, IBM
Integrated Technology Services repairs selected non-IBM parts at no additional charge for
machines that are covered under warranty service upgrades or maintenance services.
IBM Service provides hardware problem determination on non-IBM parts (for example, adapter
cards, PCMCIA cards, disk drives, memory) installed within IBM machines covered under
warranty service upgrades or maintenance services and provides the labor to replace the failing
parts at no additional charge.
If IBM has a Technical Service Agreement with the manufacturer of the failing part, or if the
failing part is an accommodations part (a part with an IBM FRU label), IBM may also source and
replace the failing part at no additional charge. For all other non-IBM parts, customers are
responsible for sourcing the parts. Installation labor is provided at no additional charge, if the
machine is covered under a warranty service upgrade or a maintenance service.
IBM hourly service rate classification: One
IBM United States Announcement 107-103
IBM is a registered trademark of International Business Machines Corporation
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