IBM 81Y6843 manual Warranty options, Term Description

Warranty options

The IBM System x3650 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 visit 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 19. 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 as follows:

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 2 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 x3650 M3 30