IBM System x3650 M4 BD Product Manual

Also see for System x3650 M4 Type 7915: Installation and user guide Problem determination and service guide Product guide Specifications Product guide

Contents

IBM System x3650 M4 BD Product Guide 28Warranty optionsThe x3650 M4 BD has a three-year onsite warranty with 9x5/next business day terms. IBM offers thewarranty service upgrades through IBM ServicePac offerings, which are described in this section. An IBMServicePac offering is a series of prepackaged warranty maintenance upgrades and post-warrantymaintenance 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 ServicePac offeringsmight be available in a particular country. For more information about the IBM ServicePac offerings thatare available in your country, visit the IBM ServicePac Product Selector website:https://www-304.ibm.com/sales/gss/download/spst/servicepacThe following table explains the warranty service definitions in more detail.Table 18. Warranty service definitionsTerm DescriptionIBM onsiterepair (IOR)A service technician comes to the server's location for equipment repair.24x7x2 hour A service technician is scheduled to arrive at your client’s location within two hours after remoteproblem determination is completed. We provide service around the clock, every day, includingIBM holidays.24x7x4 hour A service technician is scheduled to arrive at your client’s location within four hours after remoteproblem determination is completed. We provide service around the clock, every day, includingIBM holidays.9x5x4 hour A service technician is scheduled to arrive at your client’s location within four business hours afterremote problem determination is completed. We provide service from 8:00 a.m. - 5:00 p.m. in theclient's local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m. it isdetermined that onsite service is required, the client can expect the service technician to arrive themorning of the following business day. For noncritical service requests, a service technician arrivesby the end of the following business day.9x5 nextbusiness dayA service technician is scheduled to arrive at your client’s location on the business day after wereceive your call, following remote problem determination. We provide service from 8:00 a.m. -5:00 p.m. in the client's local time zone, Monday through Friday, excluding IBM holidays.In general, the types of IBM ServicePac offerings are as follows:Warranty and maintenance service upgrades:One, two, three, four, or five years of 9x5 or 24x7 service coverageOnsite repair from next business day to 2 or 4 hoursOne or two 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:Linux softwareIBM Systems Director