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IBM Europe, Middle East, and Africa Hardware
Announcement ZG10-0214
IBM is a registered trademark of International Business Machines Corporation
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Warranty service upgrades
During the warranty period, warranty service upgrades provide 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. Service levels are 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.
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 service selections are available as warranty upgrades for
your machine.
• IBM On-site Repair, Same Business Day Onsite Response Time, Latest Call
Registration 12:00, 9 hours per day, Monday through Friday, excluding public or
national holidays
• IBM On-site Repair, Same Business Day 6 hours average Onsite Response Time,
24 hours per day, Monday through Sunday, 365 days a year
Customer Replaceable Units (CRUs) may be provided as part of the machine's
standard warranty CRU Service except that you may install a CRU yourself or
request IBM installation, at no additional charge, under one of the On-site Service
levels specified above. For additional information on the CRU Service, see warranty
information.
Maintenance services:
If required, IBM provides repair or exchange service depending on the types of
maintenance service specified for the machine. IBM will attempt to resolve your
problem over the telephone or electronically, via 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.
Service levels are response time objectives and are not guaranteed. The specified
level of maintenance service may not be available in all worldwide locations.
Additional charges may apply outside IBM's normal service area. Contact your local
IBM representative or your reseller for country- and location-specific information.
The following service selections are available as maintenance options for your
machine type.
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.
• IBM On-site Repair Limited, Next Business Day Onsite Response Time, Latest Call
Registration 15:00, 9 hours per day, Monday through Friday, excluding public or
national holidays
• IBM On-site Repair, Next Business Day Onsite Response Time, 9 hours per
day, Latest Call Registration 15:00, Monday through Friday, excluding public or
national holidays
• IBM On-site Repair, Same Business Day Onsite Response Time, Latest Call
Registration 12:00, 9 hours per day, Monday through Friday, excluding public or
national holidays
• IBM On-site Repair, Same Business Day 6 hours average Onsite Response Time,
24 hours per day, Monday through Sunday, 365 days a year
Customer Replaceable Unit Service: