IBM System x3250 M5 Product Manual - page 28
IBM System x3250 M5
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Warranty options
The x3250 M5 server has a three-year onsite warranty with 9x5/next business day terms. IBM offers the
warranty service upgrades through IBM ServicePac offerings, described in this section. The IBM
ServicePac is a series of prepackaged warranty maintenance upgrades and post-warranty maintenance
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 offerings
might be available in a particular country. For more information about the IBM ServicePac offerings that
are available in your country, visit the IBM ServicePac Product Selector:
https://www-304.ibm.com/sales/gss/download/spst/servicepac
The following table explains warranty service definitions in more detail.
Table 17. Warranty service definitions
Term
Description
IBM on-site
repair (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 remote
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 client’s location within four hours after remote
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 client’s location within four business hours after
remote problem determination is completed. 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. If it is after 1:00 p.m. and
it is determined that onsite service is required, the client can expect the service technician to arrive
the morning of the following business day. For noncritical service requests, a service technician
will arrive by the end of the following business day.
9x5 next
business day
A service technician is scheduled to arrive at your client’s location on the business day after we
receive 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 following types of IBM ServicePac offerings are available:
Warranty and maintenance service upgrades:
One, two, three, four, or five years of 9x5 or 24x7 service coverage
Onsite repair from 2 or 4 hours to next business day
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:
Microsoft or Linux software
VMware
IBM Systems Director