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On-site service: IOR. IBM will repair the failing machine
at your location and verify its operation.
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 service options are available:
IOR, 9 hours per day, Monday through Friday excluding
holidays, NBD response
IOR, 9 hours per day, Monday through Friday excluding
holidays, 4-hour average response
IOR, 24 hours per day, 7 days a week, 4-hour average
response
IOR, 24 hours per day, 7 days a week, 2-hour average
response
Maintenance service (ICA)
Maintenance services are available for ICA legacy
contracts.
The preferred go-to-market offerings are
ServiceElect. However, ICA legacy contracts will still be
available for current customers until they are withdrawn.
Alternative service (warranty service upgrades): During
the warranty period, 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.
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.
CRUs 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.
The following
warranty
available:
IOR, 24 hours per day, 7 days a week, 4-hour average
response
Maintenance service: If required, IBM provides repair or
exchange service depending on the type of maintenance
service specified for the machine.
resolve your problem over the telephone or electronically
by access to an IBM Web site.
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, or
HDD), IBM will ship the CRU to you for you to install. CRU
You must
Service levels are
service
upgrade
option
IBM will attempt to
You must follow the
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 30 days of your receipt
of the replacement.
On-site service: IOR. IBM will repair the failing machine
at your location and verify its operation.
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 service options are available:
IOR, 9 hours per day, Monday through Friday excluding
holidays, NBD response
IOR, 24 hours per day, 7 days a week, 4-hour average
response
Non-IBM parts support
Warranty service:
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 a warranty
service upgrade or maintenance services.
IBM service provides hardware problem determination
on non-IBM parts (adapter cards, PCMCIA cards, disk
drives, memory, and so forth) installed within IBM
systems covered under warranty service upgrade or
maintenance services and provides the labor to replace
the failing parts at no additional charge.
Technical Service Agreements with the manufacturers 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 parts 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
is
warranty service upgrade or maintenance services.
IBM hourly service rate classification: One
Field-installable features: Yes
Model conversions: No
Machine installation:
responsible for installation according to the instructions
IBM provides with the machine.
Graduated Program License Charges apply:
product does not contain licensed internal code or
licensed machine code.
Educational allowance: None
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