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IBM United States Hardware Announcement
110-008
IBM is a registered trademark of International Business Machines Corporation
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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.
• 9 hours per day, Monday through Friday, excluding holidays, next-business-day
response
• 9 hours per day, Monday through Friday, excluding holidays, 4-hour average
response
• 24 hours per day, 7 days a week, 4-hour average response
• 24 hours per day, 7 days a week, 2-hour average response
Customer Replaceable Unit Service:
If your problem can be resolved with a CRU (for example, keyboard, mouse,
speaker, memory, or hard disk drive), and depending upon the maintenance service
offerings in your geography, IBM will ship the CRU to you for you to install. CRU
information and replacement instructions are shipped with your machine and are
available from IBM upon your request.
Based upon availability, CRUs will be shipped for next-business-day delivery. IBM
specifies, in the materials shipped with a replacement CRU, whether a defective
CRU must be returned to IBM. When return is required, 1) return instructions and a
container are shipped with the replacement CRU and 2) you may be charged for the
replacement CRU if IBM does not receive the defective CRU within 15 days of your
receipt of the replacement.
CRUs may be provided as part of the machine's standard maintenance service
except that you may install a CRU yourself or request IBM installation, at no
additional charge, under any of the On-site Service levels specified above.
Machine Exchange Service: IBM will initiate shipment of a replacement machine to
your location. You are responsible for its installation and verification of operation.
You must pack the failed machine into the shipping container that contained the
replacement machine and return the failed machine to IBM. Transportation charges,
both ways, are paid by IBM. You may be charged for the replacement machine
if IBM does not receive the failed machine within 15 days of your receipt of the
replacement.
Non-IBM parts support
Under certain conditions, IBM repairs selected non-IBM parts at no additional charge
for machines that are covered under warranty service upgrades or maintenance
services.
IBM Service provides hardware problem determination on non-IBM parts (for
example, adapter cards, PCMCIA cards, disk drives, memory) installed within IBM
machines covered under warranty service upgrades or maintenance services and
provides the labor to replace the failing parts at no additional charge.