Advertisement
Warranty options
The BladeCenter HS23 has a three-year on-site warranty with 9x5 next-business-day terms. IBM offers
the warranty service upgrades through IBM ServicePac® offerings, which are described in this section. An
IBM ServicePac offering 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 a ServicePac offering
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
Table 17 explains the warranty service definitions in more detail.
Table 17. Warranty service definitions
Term
Description
IBM on-site
A service technician comes to the server's location for equipment repair.
repair (IOR)
24x7x2 hour
A service technician is scheduled to arrive at your customer's location within two hours after
remote problem determination is completed. We provide 24-hour service, every day, including IBM
holidays.
24x7x4 hour
A service technician is scheduled to arrive at your customer's location within four hours after
remote problem determination is completed. We provide 24-hour service, every day, including IBM
holidays.
9x5x4 hour
A service technician is scheduled to arrive at your customer's location within four business hours
after remote problem determination is completed. We provide service from 8:00 a.m. - 5:00 p.m. in
the customer's local time zone, Monday through Friday, excluding IBM holidays. If it is after 1:00
p.m., and it is determined that on-site service is required, the customer can expect the service
technician to arrive the morning of the following business day. For noncritical service requests, a
service technician arrives by the end of the following business day.
9x5 next
A service technician is scheduled to arrive at your customer'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. -
5:00 p.m. in the customer's local time zone, Monday through Friday, excluding IBM holidays.
In general, these are the types of IBM ServicePac offerings:
Warranty and maintenance service upgrades
One, two, three, four, or five years of 9x5 or 24x7 service coverage
On-site repair from the next business day to two or four 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 BladeCenter HS23E
24
Advertisement
