Warranty Options - IBM System x3500 M3 Product Manual

Warranty options

The IBM System x3500 M3 has a 3-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, see 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 15. 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 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. to 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 will arrive 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. to
5:00 p.m. in the customer's local time zone, Monday through Friday, excluding IBM holidays.
In general, the types of IBM ServicePacs 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

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 Systems Director

IBM System x3500 M3 30