IBM System x3690 X5 At-a-glance Manual

Also see for System x3690 X5: Implementation guide Installation and user guide At-a-glance reference guide Manual Product guide

Contents

IBM System x3690 X5 29Warranty optionsThe IBM System x3690 X5 has a 3-year onsite warranty with 9x5/next business day terms. IBM offers thewarranty service upgrades through IBM ServicePac®, discussed in this section. The IBM ServicePac is aseries of prepackaged warranty maintenance upgrades and post-warranty maintenance agreements witha well-defined scope of services, including service hours, response time, term of service, and serviceagreement 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 beavailable in a particular country. For more information about IBM ServicePac offerings available in yourcountry visit the IBM ServicePac Product Selector athttps://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do.The following table explains warranty service definitions in more detail.Table 32. Warranty service definitionsTerm DescriptionIBM onsiterepair (IOR)A service technician will come to the server's location for equipment repair.24x7x2 hour A service technician is scheduled to arrive at your customer’s location within two hours afterremote 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 afterremote 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 hoursafter 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 1:00p.m. it is determined that onsite service is required, the customer can expect the service technicianto arrive the morning of the following business day. For noncritical service requests, a servicetechnician will arrive by the end of the following business day.9x5 nextbusiness dayA service technician is scheduled to arrive at your customer’s location on the business day afterwe 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 Director