IBM ServicePac for Essential Support Warranty and Maintenance Options

Transcription

1 IBM Technical Support Services ServicePac for and Maintenance Options IBM ServicePac for Essential Support and Maintenance Options Supported Products for Business Partners June 26, 2014

2 IBM ServicePac - Service Upgrade Overview Simple, cost-effective way to upgrade the warranty for your IBM equipment by increasing coverage to 7x24 and shortening the response time to 4 hours or 2 hours. These service upgrades can enhance the availability of your IBM equipment. Provides repair or exchange services for IBM equipment. A variety of service options are available, with coverage for parts and labor Options available are based on specific product. See supported product listing found later in this document. Service is only available for non-refurbished machines released and purchased in the United States. Service period begins with the product warranty, and includes the original limited product warranty period. IBM performs hardware problem determination to the component level. For non-ibm components the customer must provide the replacement part and IBM will provide the labor to replace it. Service must be purchased with the product or at any time during the original product warranty period. Service cannot be prorated, refunded or transferred. ServicePac must be registered with in 30 days after purchase in order to use the service. s are subject to change without notice For sales or administration assistance, IBM Business Partners can call IBM-PCPC ( ). 2

3 Service upgrade or Maintenance ServicePac Which service coverage is right for me? If you have an IBM machine that is still within its original warranty period, then you can upgrade your service. For details on ServicePac coverage, please visit: Post warranty maintenance is the right coverage if any of the following apply to you: An IBM machine that is out of warranty Having no present service coverage (not under warranty, no warranty service upgrade)*. An existing warranty service upgrade (WSU) or warranty maintenance option (WAMO) about to expire Prior to expiration of a current ServicePac WSU / WAMO. An existing maintenance agreement about to expire MA ServicePacs will not automatically renew upon expiration. To continue service, additional purchase and activation is required. The term will then be extended either one or two years (depending on length purchased) from the current MA ServicePac end date at the requested level of service. Service will not take effect until the current MA ServicePac expires. * IBM reserves the right to inspect any machine not under current service to verify that the machine meets acceptance criteria. 3

4 s of service ServicePac for Service Upgrade IBM onsite repair (IOR) EasyServ depot repair IBM onsite exchange (IOE) EasyServ exchange A service technician will come to your location for equipment repair. A courier will pick up your failed equipment, deliver it to our depot repair center, and IBM will ship the equipment back to your location. A service technician will come to your location with a replacement machine and perform the equipment exchange. A courier will deliver a replacement machine to you in exchange for your failed machine. IBM will ship the replacement the same day the service call was received, with next day delivery. If the service call is received after 8:00 p.m. (EST), the replacement machine will be shipped the following business day. Uninstallation of the failed machine and installation of the replacement machine is a customer responsibility. The replacement packaging will include shipping instructions on how to return the failed machine using the same carton that contained the replacement. All shipping and handling is paid for by IBM. Service response* times 24x7x2 hour 24x7x4 hour 9x5x4 hour 9x5 next business day A service technician is scheduled to arrive at your location within two hours after remote problem determination is completed. We provide service around the clock, every day, including IBM holidays. A service technician is scheduled to arrive at your location within four hours after remote problem determination is completed. We provide service around the clock, every day, including IBM holidays. A service technician is scheduled to arrive at your location within four business hours after remote problem determination is completed. We provide service from 8:00 a.m. to 5:00 p.m. in your local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m. it is determined that onsite service is required, you can expect the service technician to arrive the morning of the following business day. For non-critical service requests, a service technician will arrive by the end of the following business day. A service technician is scheduled to arrive at your location on the business day after we receive your call, following remote problem determination. We provide service from 8:00 a.m. to 5:00 p.m. in your local time zone, Monday through Friday, excluding IBM holidays. * IBM's ability to meet response times is dependent on many factors, including but not limited to parts availability, service location, service-contract terms and the time of day the service call is received. 4

5 Limitations of service Maintenance agreements for warranty upgrade hardware service will not automatically renew. Service period begins with the equipment date of purchase. Service must be purchased during the original limited product warranty period. Service levels are response time objectives and are not guarantees. A service technician is scheduled to arrive at your customer s location within two or four business hours or the next business day (depending on service) after remote problem determination is completed. 24x7x2 hour service for servers and server peripherals will be provided within a 50-mile radius of the cities indicated in the link below, based on zip code. For the 9x5x4 hour service, calls dispatched after 1:00 p.m. local time, your customer can expect the service technician to arrive by the morning of the following business day. For non-critical service requests, a service technician will arrive by the end of the following business day. If the machine problem turns out to be a Customer Replaceable Unit (CRU), IBM will express ship the part to your customer for quick replacement. These services are available for machines normally used for business, professional, or trade purposes, rather than personal, family or household purposes. Not all machine types and models are covered. A ServicePac can only be ordered for machines that were released and purchased in the United States. A ServicePac is available only for the machines listed in the supported products list. External peripherals, such as racks, tape drives, and channel controllers, require their own, separate service coverage, they are not covered under the attached. Service activation is required immediately following purchase. 5

6 * IBM ServicePac for Essential Support IBM Part X3100 M All s 91Y7274 $1,011 $ and CRU X3250 M All s 91Y7296 $899 $ YR Limited and CRU x3850 x All s 00GW716 $2,669 $2, YR Limited x3250 M All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1254 $911 $1,139 $ $ x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1255 $1,214 $1,425 $ $1, x All s 84Y2300 $1,271 $ YR Limited 9x5 xseries x All s 84Y2302 $936 $ YR Limited Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 6

7 * IBM Part x3250 M All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1254 $911 $1,139 $ $ and CRU x3250 M All s 84Y2302 $936 $ and CRU x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y2293 $890 $1,119 $ $ xseries x All s 84Y2297 $936 $ YR Limited x3200 M All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1253 $881 $1,100 $ $ x3200 M2 x3100 M5 x 3250 M All s 84Y2301 $930 $ YR Limited 5457 All s 00LV635 $1,440 $1, YR Limited 5458 All s 00GV331 $1,283 $ YR Limited Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 7

8 * IBM Part x3350 xseries x3850 xseries x All s 84Y1245 $3,388 $2, YR Limited 7143 All s 84Y2251 $2,886 $2, YR Limited 7145 All s 84Y2251 $2,886 $2, YR Limited X3690 X3690 X All s 88Y8325 $1770 $ YR Limited x3630 M4 x3530 M All s 46Y0455 $1,569 $1, YR Limited 7160 All s 00X9071 $1,469 $1, YR Limited x3755 x3755 M All s 84Y1257 $3,088 $2, YR IOR 9x All s 91Y5334 $2,686 $2, YR IOR 9x5 x3850 M2, x3950 M All s 84Y1245 $3,388 $2, YR Limited Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 8

9 * IBM Part x3200 M All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1253 $881 $1,100 $ $ and CRU x3200 M All s 84Y2301 $930 $ yr Limited and CRU x3400 M All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y2258 $1,544 $1,919 $1, $1, x3400 M3 x3500 M3 X3300 M4 x3500 M All s 84Y2279 $1,569 $1, YR Limited 7380 All s 84Y1247 $1,769 $1, YR Limited 7382 All s 46Y1636 $1,644 $1, yr Limited 7383 All s 00A4370 $1,959 $1, YR Limited x3400 M All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1259 $1,669 $2,069 $1, $1, YR IOR 9x5 Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 9

10 * IBM Part x3400 M2 HS22 HS22V 7837 All s 84Y2279 $1,569 $1, YR IOR 9x All s 84Y1250 $1,569 $1, YR Limited 7871 All s 84Y1250 $1,569 $1, YR IOR 9x5 HX All s 84Y2418 $1,569 $1, YR Limited HS23 LS22 LS42 IBM Flex X6 Compute Node portfolio Flex x All s 00A4401 $1,609 $1, YR Limited 7901 All s 84Y1250 $1,569 $1, YR Limited 7902 All s 84Y1251 $2,036 $1, YR Limited 7903 All s 00GW941 $2,568 $1, YR Limited 7906 All s 46Y0544 $1,444 $1, YR Limited xseries x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y2307 $1,395 $1,668 $1, $1, x All s 84Y1256 $1,952 $1, YR IOR 9x5 10

11 * IBM Part x3500 M All s 84Y1247 $1,769 $1, YR IOR 9x5 x3550 M All s 00A4463 $1,788 $1, YR Limited x3650 M All s 00A4432 $1,959 $1, YR Limited x Flex X All s 46Y0557 $1,969 $1, YR Limited x3550 M2 x3550 M2 x3650 M2 x3650 M All s 84Y1246 $1,619 $1, YR Limited All s 84Y1247 $1,769 $1, YR Limited x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1258 $1,435 $1,697 $1, $1, YR IOR Parts & Labor Smart Analytics N21,N2X N41,N4X N51,N5X N61,N6X 91Y5547 $1, $1, YR IOR Parts & Labor 11

12 * IBM Part Smart Analytics N31,N3X 91Y5569 $7, $5, YR IOR Parts & Labor eserver 326m 7969 All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1260 $1,384 $1,615 $1, $1, BladeCent er LS All s 84Y1261 $1,596 $1, YR IOR 9x5 x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1249 $1,612 $2,709 $1, $2, x All s 84Y1247 $1,769 $1, x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1249 $1,612 $2,709 $1, $2, x All s 84Y1247 $1,769 $1, YR Limited Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 12

13 * IBM Part x3500 x3550 X3620 M3 X3620 M3 x3650 x3650 Blade Center HS All s 84Y1248 $1,890 $1, YR Limited 7978 All s 84Y1246 $1,619 $1, YR Limited 7376 All s 88Y8347 $1720 $1, YR IOR 24X All s 88Y8347 $1720 $1, YR IOR 24X All s 84Y1247 $1,769 $1, YR Limited 7980 All s 84Y1247 $1,769 $1, YR IOR 9x All s 84Y1261 $1,596 $1, YR IOR 9x5 x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1260 $1,384 $1,615 $1, $1, x All s 84Y1247 $1,769 $1, YR Limited Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 13

14 * IBM Part JS21 HS21 JS12/JS All s 84Y1261 $1,596 $1, YR IOR 9x All s 84Y1261 $1,596 $1, YR Limited 7998 All s 84Y1261 $1,596 $1, YR 9x5 HS All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y2311 $900 $1,150 $ $ HS12 HS23E 8028 All s 84Y1252 $926 $ YR Limited 8038 All s 46Y0548 $1,444 $1, YR Limited xseries x All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y2305 $1,335 $1,785 $1, $1, YR IOR Parts & Labor xseries All s 84Y1247 $1,769 $1, YR IOR 9x5 Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 14

15 * IBM Part xseries All s 84Y1248 $1,890 $1, YR IOR 9x5 xseries All s 84Y1246 $1,619 $1, YR IOR 9x5 Blade Server x3750 M4 Flex x240 x 3750 M All s 84Y1261 $1,596 $1, YR IOR 9x All s 00X9040 $2,469 $1, YR Limited 8737 All s 00X8489 $1,644 $1, YR Limited 8752 All s 00X9040 $2,469 $1, YR Limited xseries All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1260 $1,384 $1,615 $1, $1, YR IOR 9x5 Blade Server 8832 All s 84Y1261 $1,596 $1, YR IOR 9x5 xseries All s 84Y1246 $1,619 $1, YR IOR 9x5 Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 15

16 * IBM Part xseries All s 84Y1247 $1,769 $1, YR IOR 9x5 xseries All s 84Y1248 $1,890 $1, YR IOR 9x5 HS20 JS All s 84Y1261 $1,596 $1, YR IOR 9x All s 84Y1261 $1,596 $1, YR IOR 9x5 eserver All s 3 Year Essential Support 9x5 Next Business Day Response 84Y Y1260 $1,384 $1,615 $1, $1, LS20 HS All s 84Y1261 $1,596 $1, YR Limited 8853 All s 84Y1261 $1,596 $1, YR Limited Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released recent product and pricing information, please check the Product Selector Tool which is accessible at: s provided in this 16