Skip to main content

IBM ServicePac®

IBM Remote ServicePac for Server and Storage Products


IBM Remote ServicePac for Server and Storage Products

NOTICE: PLEASE CAREFULLY READ THE FOLLOWING TERMS UNDER WHICH IBM CANADA LIMITED(“IBM”) WILL PROVIDE THIS SERVICE TO YOU.

IBM WILL PROVIDE THIS SERVICE REMOTELY TO YOU ONLY IF:

1) YOU COMPLETE THE ONLINE PROCESS IN IBM’S INTERNET WEBSITE TO ACTIVATE THE SERVICE WITHIN 30 DAYS OF PURCHASE (UNLESS IBM AGREES OTHERWISE); AND

2) YOU ACCEPT THE TERMS OF THIS AGREEMENT. YOU CONFIRM YOUR ACCEPTANCE OF THIS AGREEMENT ELECTRONICALLY IN IBM’S INTERNET WEBSITE, BY “CLICKING” YOUR AFFIRMATIVE ACCEPTANCE, DURING YOUR COMPLETION OF THE ONLINE PROCESS TO ACTIVATE THIS SERVICE. IF YOU DO NOT MEET THESE CONDITIONS OR YOU DO NOT ACCEPT THE TERMS OF THIS AGREEMENT, PROMPTLY NOTIFY YOUR PLACE OF PURCHASE AND REQUEST A REFUND OR A CREDIT TO YOUR DEBIT OR CREDIT CARD IN THE AMOUNT YOU PAID FOR THIS SERVICE. ONCE YOU ACTIVATE THIS SERVICE, IBM WILL NOT PROVIDE A REFUND OR CREDIT YOUR CREDIT CARD.

3) ELIGIBLE MACHINES ARE IN THE COUNTRY WHERE THE SERVICEPAC WAS PURCHASED. IF YOU ARE PURCHASING THESE SERVICES DIRECTLY FROM IBM, THEN ONCE YOU HAVE COMPLETED THE REGISTRATION PROCESS, ADDITIONAL ELIGIBLE MACHINES MAYBE ADDED TO THE SERVICES PURCHASED PURSUANT TO THIS AGREEMENT. YOU AGREE THAT YOUR ORDER(s) FOR THESE SERVICES FOR ALL ADDITIONAL ELIGIBLE MACHINES THROUGH YOUR IBM REPRESENTATIVE FOLLOWING THE INTIAL REGISTRATION PROCESS WILL BE SUBJECT TO THESE SAME TERMS AND CONDITIONS.

1. Scope and Agreement Acceptance

1.1 Scope

This IBM Remote ServicePac for Server and Storage Products Agreement (“Agreement”) governs IBM’s provision and your use of IBM Remote ServicePac for Server and Storage Products (“Services”) for this transaction for a ServicePac part number that you order from IBM or an IBM Business Partner. A list of eligible ServicePac part numbers can be found in the section below entitled ServicePac Part Numbers and Descriptions.

1.2 Acceptance

This Agreement is the complete agreement regarding IBM’s provision and your use of the Services and replaces any prior oral or written communications between you and IBM regarding this transaction. In entering into this Agreement neither party is relying on any representation that is not specified in the Agreement including without limitation any representations concerning: 1) estimated completion dates, hours, or fees to provide the Services; 2) performance or function of any product or system; 3) the experiences or recommendations of other parties; or 4) results or savings you may achieve. Additional or different terms in any written communication from you (such as a purchase order) are void.

By signing this Agreement electronically, each of us accepts the terms of this Agreement, without modification, on behalf of its Enterprise (an “Enterprise” is any legal entity (such as a corporation) and the subsidiaries it owns by more than 50 percent. The term “Enterprise” applies only to the portion of the Enterprise located in Canada). Once signed, 1) any reproduction of this Agreement made by reliable means (for example, electronic image, photocopy or facsimile) is considered an original and 2) the Services are subject to it.

1.3 Geographic scope

Services will be provided only in the Canadian cities outlined in Exhibit A (the "Geographic Scope"). Additional charges will apply if IBM must travel to areas outside the Geographic Scope of this Agreement. IBM will notify you of such additional charges before they are incurred. If you do not accept the additional charges, Services will not be provided.

2. IBM Business Partners

IBM has signed agreements with certain organizations (“IBM Business Partners”) to promote, market, and support certain Services. When you order Services that are promoted or marketed to you by IBM Business Partners or other suppliers, however, such Business Partners and suppliers remain independent and separate from IBM. IBM is not responsible for the actions or statements of IBM Business Partners or other suppliers, obligations that either has to you, or any products or services that they supply to you under their agreements.

3. Eligible Products

Services provided under this Agreement are limited to certain machines. A list of supported products is available in IBM’s Internet website at:

http://www-03.ibm.com/services/ca/en/its/documents/servpac_product_matrix.pdf

4. Facilities and Hours of Coverage

  1. The Services will be provided remotely to the address you specify as the installation location of the machine when you register for this Service.
  2. The Services will be provided during normal business hours, 8:00 a.m. to 5:00 p.m. Monday through Friday in your time zone, except statutory holidays in Canada, unless otherwise specified.

5. IBM’s Responsibilities

IBM will: a) conduct a conference call with you to review your ServicePac order after you activate the Services; b) perform the tasks in accordance with the description specified in this Agreement for the ServicePac part number you order; c) discuss, via conference call, and verify that your Virtual Private Network (“VPN”) network connectivity is setup and running in your environment; and d) provide an Information Technology (“IT”) Service specialist to perform the Services remotely. IBM’s responsibilities under this Agreement are complete when IBM delivers, via email, one copy of a report (“Implementation Record”) that outlines one or more of the tasks that were performed by the IT Service specialist during the Services (for example, configuration parameters, test plan, or verification test results). IBM or third parties have all right, title, and interest (including ownership of copyright) in the Implementation Record. IBM grants you an irrevocable, nonexclusive, worldwide, paid-up license to use, execute, reproduce, display, perform, and distribute, within your Enterprise only, copies of the Implementation Record. You agree to reproduce the copyright notice and any other legend of ownership on any copies made under the licenses granted herein. IBM provides the Implementation Record WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND.

6. ServicePac Part Numbers and Descriptions

The Services provided to you will be in accordance with the description of the tasks specified below for the ServicePac part number you order:

80Y8167 – IBM Implementation Services for System x – Remote ServicePac for IBM Systems Director

  1. Implement IBM Systems Director with one management server and up to two managed systems over a secure Virtual Private Network (VPN) connection provided by the Customer.
  2. Remotely install and configure IBM Systems Director Server on one supported system and IBM Systems Director Agent and IBM Systems Director Console on up to two supported systems.
  3. Test and verify the operation of IBM Systems Director; and
  4. Provide up to two of your designated personnel with four hours of basic skills instruction via conference call.

84Y2177 – IBM Implementation Services for System x – Remote ServicePac for BladeCenter or System x

  1. Rack and stack BladeCenter chassis.
  2. Implement up to seven blades in BladeCenter chassis.
  3. Update BIOS and firmware as required and remotely install on your behalf a supported Microsoft operating system or a supported Linux operating system and configure basic networking.
  4. Remotely test and verify the operation of the BladeCenter or System x server; and
  5. Provide up to two personnel with two hours of basic skills instruction.

84Y2178 – IBM Implementation Services for System x – Remote ServicePac for BladeCenter or System x (2 servers)

  1. Rack and stack two BladeCenter chassis.
  2. Implement up to seven blades in each of two BladeCenter chassis.
  3. Update BIOS and firmware as required and remotely install on your behalf a supported Microsoft operating system or a supported Linux operating system and configure basic networking.
  4. Remotely test and verify the operation of the BladeCenter or System x server; and
  5. Provide up to two personnel with two hours of basic skills instruction.

84Y2176 – IBM Implementation Services for Power Systems™ – Remote ServicePac for AIX V6.1

  1. Remotely implement AIX V6.1 and remotely install and configure up to three AIX Workload Partitions (“WPAR”), using the Workload Partitions Manager for AIX (“WPAR Manager”) on one of the Power Systems in order to enable Live Application Mobility.
  2. Remotely test and verify the operation of Live Application Mobility; and
  3. Provide up to two personnel with two hours of basic skills instruction via conference call.

84Y2173 – IBM Migration Services for Power Systems™ – Remote ServicePac for AIX V6.1

  1. Remotely migrate AIX 5L V5.3 to AIX V6.1 on one Power System.
  2. Remotely test and verify the operation of AIX V6.1; and
  3. Provide up to two personnel with two hours of basic skills instruction via conference call.

84Y2175 – IBM Implementation Services for Power Systems™ – Remote ServicePac for eServer p5 and pSeries LPAR

  1. Remotely implement up to four LPARs using the Hardware Management Console (“HMC”) and partition the hardware (memory, CPU, I/O, peripherals), using the HMC.
  2. Remotely install the System p operating system, AIX, on each LPAR.
  3. Remotely test and verify the operation of the LPARs on the System p; and
  4. Provide up to two personnel with two hours of basic skills instruction via conference call.

84Y2172 – IBM Migration Services for Power Systems™ – Remote ServicePac for eServer p5 and pSeries LPAR

  1. Remotely migrate up to four LPARs using the Hardware Management Console (“HMC”) and partition the hardware (memory, CPU, I/O, peripherals), using the HMC.
  2. Remotely install the System p operating system, AIX, on each LPAR.
  3. Remotely test and verify the operation of the LPARs on the System p; and
  4. Provide up to two personnel with two hours of basic skills instruction via conference call.

84Y2174 – IBM Implementation Services for Power Systems™ – Remote ServicePac for PowerVM

  1. Remotely implement PowerVM Live Partition mobility (LPAR mobility).
  2. Plan and configure one AIX 6.1 partition (mobile partition), its hosting and a compatible target Power System server to support partition migration.
  3. Remotely test and verify the operation of PowerVM Live Partition mobility (LPAR mobility); and
  4. Provide up to two personnel with two hours of basic skills instruction via conference call.

84Y2171 – IBM Implementation Services for disk systems – Remote ServicePac Standard Implementation for DS5000

  1. Review and verify the installation of the DS5000 to ensure readiness.
  2. Verify, remotely, that the BIOS and drivers of the Fibre Channel host bus adapters on up to six (6) hosts are at a supported level.
  3. With the exception of LINUX servers, implement/update multipath failover driver (LINUX servers are excluded from the Remote Implementation offering).
  4. Install the DS5000 Storage Manager on the hosts and one management station.
  5. Create up to six (6) arrays with Logical Unit Numbers (LUNs), create hosts and map LUNs to hosts.
  6. Validate LUN availability on the hosts and test functionality and provide up to two personnel with two hours of basic skills instruction via conference call.

84Y2457 IBM Implementation Services for disk systems – Remote ServicePac Standard Implementation for DS4000

  1. Review and verify the installation of the DS4000 to ensure readiness.
  2. Remotely implement one disk storage system (any DS4000 systems except DS4800) and up to six (6) storage expansion enclosures (disk shelves).
  3. Install Storage Manager on one (1) server.
  4. Install IBM host agent software on up to five (5) hosts.
  5. Test and verify the operation of the System Storage disk system.
  6. Provide up to two (2) of your designated personnel with two (2) hours of basic skills instruction, via conference call.

84Y2458 IBM Implementation Services for disk systems – Remote ServicePac Standard Implementation for DS6000/8000

  1. Review and verify the installation of the DS6000/8000 to ensure readiness.
  2. Remotely implement one (1) DS6000 or DS8000 using System Storage disk system Storage Manager or the disk system command line interface.
  3. Install activation keys, perform disk allocations, volume group creations, adapter configurations and host attachments.
  4. Test and verify the operation of the System Storage disk system.
  5. Provide up to two (2) personnel with two (2) hours of basic skills instruction via conference call.

84Y2453 IBM Implementation Services for Power Systems – Remote ServicePac for PowerHA for AIX

  1. Remotely implement PowerHA.
  2. Remotely install and configure a high availability two (2) node cluster on your AIX operating system in order to enable PowerHA.
  3. Remotely test and verify the operation of PowerHA.
  4. Provide up to two (2) personnel with two (2) hours of basic skills instruction via conference call.

84Y2454 IBM Implementation Services for Power Systems – Remote ServicePac for PowerHA/XD

  1. Remotely implement Power HA/XD GLVM for AIX.
  2. Remotely install and configure a two node cluster of two Power Systems which are located at a primary site and a secondary site.
  3. Remotely test and verify the operation of Power HA/XD GLVM for AIX.
  4. Provide up to two (2) personnel with two (2) hours of basic skills instruction via conference call.

84Y2455 IBM Implementation Services for Power Systems – Remote ServicePac for IBM Systems Director

  1. Remotely install and configure IBM Systems Director on a designated management server in an AIX environment.
  2. Configure up to four (4) endpoints to be monitored by IBM Systems Director.
  3. Remotely test and verify the operation of IBM Systems Director.
  4. Provide up to two (2) personnel with two (2) hours of basic skills instruction via conference call.

84Y2456 IBM Implementation Services for Power Systems – Remote ServicePac for IBM Systems Director Active Energy Manager

  1. Remotely install and configure IBM Systems Director Active Energy Manager on a designated management server in an AIX environment.
  2. Configure up to two (2) Power Distribution Unit (PDU+) metering devices to be monitored by IBM Systems Director Active Energy Manager.
  3. Remotely test and verify the operation of IBM Systems Director Active Energy Manager.
  4. Provide up to two (2) personnel with two (2) hours of basic skills instruction via conference call.

84Y2452 IBM Implementation Services for System x – Remote ServicePac for VMware

  1. Remotely implement VMware server on one (1) supported system.
  2. Remotely install and configure VMware server to support up to four (4) virtual machines within a single supported system.
  3. Remotely test and verify the operation of VMware server and virtual machines.
  4. Provide up to two (2) personnel with two (2) hours of basic skills instruction.

84Y2450 IBM Implementation Services for System x – Remote ServicePac pre-assembled BladeCenter or System x

  1. Remotely implement up to seven (7) blades in a pre-assembled BladeCenter chassis or up to seven (7) System x servers in a rack.
  2. Update BIOS and firmware as required.
  3. Remotely install on your behalf a supported Microsoft operating system or a supported Linux operating system.
  4. Configure basic networking.
  5. Remotely test and verify the operation of the BladeCenter or System x server.
  6. Provide up to two (2) personnel with two (2) hours of basic skills instruction via conference call.

84Y2451 IBM Implementation Services for System x – Remote ServicePac pre-assembled BladeCenter or System x (2 servers)

  1. Remotely implement up to seven (7) blades in each of two pre-assembled BladeCenter chassis or up to seven (7) System x servers in each of two (2) racks.
  2. Update BIOS and firmware as required.
  3. Remotely install on your behalf a supported Microsoft operating system or a supported Linux operating system.
  4. Configure basic networking.
  5. Remotely test and verify the operation of each BladeCenter or System x server.
  6. Provide up to two (2) personnel with two (2) hours of basic skills instruction via conference call.

7. Your Responsibilities

You agree to:

  1. Obtain authorization from the owner to have this Service performed on a relevant machine that you do not own;
  2. follow the procedure in IBM’s Internet website to activate the Services;
  3. designate a technically-qualified representative, who has authority to act on your behalf in matters regarding the Services, to be the focal point for all communications with IBM relative to this Service transaction;
  4. provide IBM with sufficient, free, and remote access to your installation site and the relevant machine, during the hours specified herein or at another time to which we mutually agree, as reasonably necessary for IBM to perform its obligations under this Agreement;
  5. perform any necessary firmware / microcode updates on your existing equipment necessary prior to IBM’s performance of the Services;
  6. acknowledge that IBM is permitted to use global resources (non-permanent residents used locally and personnel in locations worldwide) for the delivery of Services;
  7. make the necessary network changes to allow IBM access to the eligible machines, including any Internet addresses and temporary passwords to access your VPN network during the hours we agreed upon;
  8. be responsible for the identification and interpretation if any applicable laws, regulations, and statues that affect Customer’s existing systems, programs, or data to which IBM will access during the Services. It is your responsibility to ensure the systems programs, and data meet the requirements of those laws, regulations and statutes;
  9. prior to IBM’s performance of the Services, adequately back up and secure all programs, and data residing on your system(s). IBM is not responsible for any programs or data lost as a result of your failure to perform such backup;
  10. complete the prerequisites specified in the supported products lists prior to the installation of the eligible machine;
  11. prior to the start of the Services ensure that 1) the associated products are installed on your eligible machine, 2) all required equipment (including cables) are in place. If this is a Storage Implementation ServicePac, please ensure that you provide the server type to which the storage unit will be connected when you are contacted for scheduling; and
  12. make the appropriate personnel available to receive basic skills instruction from IBM, as specified for the ServicePac part number you order.

8. Charges, Payment, and Taxes

8.1 When you Order the Services from IBM

A one-time charge, which is determined by the ServicePac part number you order, will apply for the Services. Pre-payment of the total amount of the charges for the ServicePac part number you order is required at the time you order the Services. Except for debit and credit card transactions, amounts are due upon receipt of invoice. You are responsible for any taxes resulting from this Agreement.

8.2 When You Order the Services from an IBM Business Partner

When you order the Services from an IBM Business Partner, the IBM Business Partner establishes the charges for the Services and the terms governing the payment of the charges.

8.3 Additional Charges

Additional charges will apply for delays caused by your failure to fulfill your responsibilities, as specified under Your Responsibilities, under this Agreement. In such case, you agree to pay IBM charges, at IBM’s prevailing hourly labor rate, in accordance with the payment terms of this Agreement. In such case, a) if you order the Services from IBM, you agree to pay IBM charges, at IBM’s prevailing hourly labor rate, plus travel and living expenses, if any, in accordance with the payment terms of this Agreement; or b) if you order the Services from an IBM Business Partner, your IBM Business Partner will inform you of such additional charges, and you will make payment directly to your IBM Business Partner.

9. Proof of Entitlement

Confirmation of your payment (for example, a receipt from IBM or your IBM Business Partner, as applicable) is your proof of entitlement to the Services.

10. Warranty for Services

IBM warrants that the Services will be performed using reasonable care and skill in accordance with the description of the tasks specified in this Agreement for the ServicePac part number you ordered.

THIS WARRANTY IS YOUR EXCLUSIVE WARRANTY AND REPLACES ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

11. Limitation of Liability

Circumstances may arise where, because of a default on IBM’s part or other liability, you are entitled to recover damages from IBM. Regardless of the basis on which you are entitled to claim damages from IBM (including fundamental breach, negligence, misrepresentation, or other contract or tort claim), IBM’s entire liability for all claims in the aggregate arising under this Agreement will not exceed the amount of any actual direct damages up to the charges paid for the Services that is the subject of the claim. This limit also applies to any of IBM’s subcontractors. It is the maximum for which IBM and its subcontractors are collectively responsible.

The following amounts are not subject to a cap on the amount of damages:

  1. damages for bodily injury (including death) and physical harm to real property and tangible personal property caused by IBM’s negligence.

Items for Which IBM is Not Liable

Except as expressly required by law without the possibility of contractual waiver, under no circumstances is IBM, its subcontractors, or Program developers liable for any of the following even if informed of their possibility:

  1. loss of, or damage to, data;
  2. special, incidental, consequential or indirect damages (other than as part of the payments referred to in the Intellectual Property Protection section or for bodily injury including death caused by our negligence) including, but not limited to, lost profits, business, revenue, goodwill or anticipated savings; or
  3. exemplary damages

12. Open Source Software

Linux and any other Open Source Software ("OSS"), including patches, fixes, and updates, which IBM installs, configures, updates, operates, or otherwise assists in procuring on your behalf as a result of providing the Service under this Agreement are licensed and distributed to you by the open source software distributors and/or respective copyright and other right holders ("Right Holders") under the Right Holders' terms and conditions. IBM is neither a party to the Right Holders' license nor a distributor of the OSS and is performing the Service on your behalf based upon your specification. You receive no express or implied patent or other license from IBM with respect to Linux or any OSS. IBM installs Linux and OSS "AS IS" and makes no representations or warranties, either express or implied, with respect to Linux or OSS, and does not indemnify against any claim that Linux or OSS infringes a third party's intellectual property right. Under no circumstances shall IBM be liable for any damages arising out of your use of Linux or OSS. IBM and you agree that any modification or creation of derivative works of Linux or OSS is outside the scope of this Agreement.

13. General

  1. IBM reserves the right to subcontract Services, or any part of them, to subcontractors selected by IBM.
  2. To the extent applicable to this transaction, each of us is responsible for the supervision, direction, control, and compensation of our respective personnel.
  3. Each of us may communicate with the other by electronic means and such communication is acceptable as a signed writing to the extent permissible under applicable law. An identification code (called a “user ID”) contained in an electronic document is legally sufficient to verify the sender’s identity and the document’s authenticity.
  4. Each party will comply with applicable export and import laws and regulations, including but not limited to, those that apply to goods of US origin and those that restrict or prohibit export for certain end uses or to certain end users.
  5. Nothing in this Agreement affects any statutory rights of consumers that cannot be waived or limited by contract.
  6. Each of us is free to enter into similar agreements with others.
  7. Each of us grants the other only the license and rights specified in the applicable license agreements. No other licenses or rights (including licenses or rights under patents) are granted.
  8. You agree not to resell the Services without IBM’s prior written consent. Any attempt to do so is void.
  9. You are responsible for selecting the Services that meets your needs and for the results obtained from the use of the Services.
  10. The exchange of any confidential information will be made under a signed confidentiality agreement.
  11. You authorize International Business Machines Corporation and its subsidiaries (and their successors and assigns, contractors and IBM Business Partners) to store and use your business contact information wherever they do business, in connection with IBM products and services or in furtherance of IBM’s business relationship with you.
  12. Neither of us will bring a legal action, regardless of form, arising out of or related to this Agreement or the transaction under it more than two years after the cause of action arose. After such time limit, any legal action arising out of this Agreement or the transaction under it and all respective rights related to any such action lapse, unless otherwise required by applicable law without the possibility of contractual waiver or limitation.
  13. Neither of us is responsible for failure to fulfill any obligations due to causes beyond its control.
  14. You may not assign, or otherwise transfer, this Agreement or your rights under it, or delegate your obligations, without IBM’s prior written consent. Any attempt to do so is void.
  15. No right or cause of action for any third party is created by this Agreement or the transaction under it, nor is IBM responsible for any third party claims against you except as permitted by the Limitation of Liability section herein for bodily injury (including death) or damage to real or tangible personal property for which IBM is legally liable to that third party.
  16. Neither of us grants the other the right to use its (or any of its Enterprise’s) trademarks, trade names, or other designations in any promotion or publication without prior written consent.
  17. In the event that any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions of this Agreement remain in full force and effect.

14. Geographic Scope and Governing Law

The rights, duties, and obligations of each party are valid only in Canada except that all licenses are valid as specifically granted.

Both parties agree to the application of the laws of the Province of Ontario to govern, interpret, and enforce all of your and IBM’s respective rights, duties, and obligations arising from, or relating in any manner to, the subject matter of this Agreement, without regard to conflict of law principles.

Exhibit A – Geographic Scope

IBM will perform the Services only in following cities:

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.