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:
