Warranty Options - IBM System x3550 M4 Product Manual

Warranty options

The IBM System x3550 M4 has a three-year onsite warranty with 9x5/next business day terms. IBM offers
the warranty service upgrades through IBM ServicePacs, discussed in this section. The IBM ServicePac is
a series of prepackaged warranty maintenance upgrades and post-warranty maintenance agreements
with a well-defined scope of services, including service hours, response time, term of service, and service
agreement terms and conditions.
IBM ServicePac offerings are country-specific, that is, each country might have its own service types,
service levels, response times, and terms and conditions. Not all covered types of ServicePacs might be
available in a particular country. For more information about IBM ServicePac offerings available in your
country, visit the IBM ServicePac Product Selector at:
https://www-304.ibm.com/sales/gss/download/spst/servicepac
The following table explains warranty service definitions in more detail.
Table 16. Warranty service definitions
Term Description
IBM onsite A service technician will come to the server's location for equipment repair.
repair (IOR)
24x7x2 hour A service technician is scheduled to arrive at your client's location within two hours after remote
problem determination is completed. We provide service around the clock, every day, including IBM
holidays.
24x7x4 hour A service technician is scheduled to arrive at your client's location within four hours after remote
problem determination is completed. We provide service around the clock, every day, including IBM
holidays.
9x5x4 hour A service technician is scheduled to arrive at your client's location within four business hours after
remote problem determination is completed. We provide service from 8:00 a.m. to 5:00 p.m. in the
client's local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m. it is
determined that onsite service is required, the client can expect the service technician to arrive the
morning of the following business day. For noncritical service requests, a service technician will
arrive by the end of the following business day.
9x5 next A service technician is scheduled to arrive at your client's location on the business day after we
business day receive your call, following remote problem determination. We provide service from 8:00 a.m. to 5:00
p.m. in the client's local time zone, Monday through Friday, excluding IBM holidays.
In general, the types of IBM ServicePacs are as follows:
Warranty and maintenance service upgrades
One, two, three, four, or five years of 9x5 or 24x7 service coverage
Onsite repair from next business day to 4 or 2 hours
One or two years of warranty extension
Remote technical support services
One or three years with 24x7 coverage (severity 1) or 9x5/next business day for all severities
Installation and startup support for System x servers
Remote technical support for System x servers
Software support - Support Line
Microsoft or Linux software
VMware
IBM Director
IBM System x3550 M4 23