IBM ZG09-0629 manual On-Siteservice, On-siteService, The service level is

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 service level is:

•9 hours per day, Monday through Friday, excluding public or national holidays, next-business-day response.

Warranty service upgrades

During the warranty period, warranty service upgrades provide an enhanced level of On-site Service for an additional charge. Service levels are response-time objectives and are not guaranteed. Refer to the Warranty service section for additional details.

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 on-site response-time objectives are available as warranty service upgrades for your machine. Available offerings are:

•9 hours per day, Monday through Friday, excluding public or national holidays, same-business-day response. Calls must be received by 12:00 local time in order to qualify for same business day response.

•24 hours per day, 7 days a week, 6 hour average, same day response.

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 the warranty information.

Maintenance services options

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.

Service levels are:

IBM Europe, Middle East, and Africa	IBM is a registered trademark of International Business Machines Corporation 21
Hardware Announcement ZG09-0629