Product guide

IBM NeXtScale nx360 M5 33
Warranty options
The IBM NeXtScale nx360 M5 and IBM NeXtScale n1200 enclosure have a 3-year onsite warranty with
9x5/next business day terms. IBM offers the warranty service upgrades through IBM ServicePac offerings.
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. 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 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 25. Warranty service definitions
Term Description
IBM onsite
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 customer’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 customer’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 customer’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 customer's local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m. it
is determined that onsite service is required, the customer can expect the service technician to
arrive the morning of the following business day. For noncritical service requests, a service
technician arrives by the end of the following business day.
9x5 next
business day
A service technician is scheduled to arrive at your customer’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 customer's local time zone, Monday through Friday, excluding IBM holidays.
In general, these are the types of IBM ServicePac offerings:
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 start support for System x servers

Remote technical support for System x servers

Software support - Support Line

Microsoft or Linux software

VMware
