IBM United States Hardware Announcement

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.

•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

IBM United States Hardware Announcement 110-009

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