Warranty Options - IBM System x3100 M5 Product Manual

Warranty options

The x3100 M5 has a 1-year onsite warranty with 9x5/NBD terms. IBM offers warranty service upgrades
through IBM ServicePac offerings. 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. Each country might have its own service types, service
levels, response times, and terms and conditions. Not all covered types of ServicePac offerings might be
available in a particular country. For more information about IBM ServicePac offerings that are available
in your country, see the IBM ServicePac Product Selector at:
https://www-304.ibm.com/sales/gss/download/spst/servicepac
In general, the types of IBM ServicePac offerings are:
Warranty and maintenance service upgrades

One, 2, 3, 4, or 5 years of 9x5 or 24x7 service coverage

Onsite repair from next business day to 4 or 2 hours (selected areas)

One or two years of warranty extension

Remote technical support services

One or three years with 24x7 coverage (severity 1) or 9x5/NBD 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 Systems Director

The following table explains warranty service definitions in more detail.
Table 20. Warranty service definitions
Term Description
IBM onsite 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 service around the clock, 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 service around the clock, 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 after 1:00 p.m. it
is determined that onsite 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.
IBM System x3100 M5 Product Guide 24