IBM 1U Installation And Maintenance Manual page 80

Type 7 - CRU and Customer Carry-In or Mail-In Service
Type 8 - CRU and Machine Exchange Service
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. 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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1U 17-inch Flat Panel Console Kit: Installation and Maintenance Guide
shipping container for you to return your Machine to a designated service
center. A courier will pick up your Machine and deliver it to the designated
service center. Following its repair or exchange, IBM will arrange the return
delivery of the Machine to your location. You are responsible for its
installation and verification of operation.
At IBM's discretion you will receive CRU service or you will deliver or mail
as IBM specifies (prepaid unless IBM specifies otherwise) the failing
Machine suitably packaged to a location IBM designates. After IBM has
repaired or exchanged the Machine, IBM will make it available for your
collection or, for Mail-in Service, IBM will return it to you at IBM's expense,
unless IBM specifies otherwise. You are responsible for its installation and
verification of operation.
At IBM's discretion you will receive specified CRU service or IBM will initiate
shipment of a replacement Machine to your location. 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. You are responsible for its installation
and verification of operation.