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IBM ServicePac® activation

Service level description

The service you need when you need it

Simply call the IBM ServicePac support number.You’ll work with our highly skilled remote support specialists, who can help determine your hardware problem and sometimes resolve it right over the phone. Or, if the problem is an easily replaced part, such as a disk drive, we’ll express ship the part to you for quick replacement.

If IBM has a Technical Support Agreement with the component manufacturer, IBM may also cover the procurement and cost of the part.

Onsite repair/exchange

Repair is performed at your location (monitors receive onsite exchange). Response is determined by Service Levels below:

Service levels

24x7 4-Hour

Service is provided 24 hours a day, 7 days a week (including holidays). An IBM service technician will be dispatched within 4 hours, if necessary, following IBM remote technical phone support.

9x5 4-Hour

Service is provided Monday to Friday, 8:00 a.m. to 5:00 p.m., the same business day for critical calls or next business day for non-critical calls. An IBM service technician will be dispatched within 4 hours, if necessary, following IBM remote technical phone support. For calls dispatched after 1:00 p.m. local time, the technician will arrive by the morning of the following business day.

9x5/Next business day

A service technician is scheduled to arrive at your location on the business day after we receive your call. Service hours are 8 a.m. to 5 p.m. local time, Monday through Friday, excluding holidays.

Limitations of service

Service levels are response time objectives and are not guarantees. Service levels available are based on the specific product purchased. For failing non-IBM components, customer must provide replacement part unless IBM has a Technical Support Agreement with the manufacturer. Service does not cover accessories, supply items and certain parts such as batteries, frames and covers.

If the failing part is a non-IBM component, you’ll provide the part and IBM will provide the labor to replace it.

For more information, contact your IBM business partner or call 1-800-465-7748 for the name of a business partner near you.

Attention

For Warranty and Maintenance Options and Post-Warranty Maintenance Agreement ServicePacs purchased on or after Feb 14, 2005, please go to the IBM Global eServicePac web site to perform the registration. Be sure to obtain the Authorization and PIN # from your point of purchase.