Datasheet

ServicePac Part Number List
for Software Support Services
EMEA-IS27 Part Number 20090730 Page 32 of 40
IBM RTS (Remote Technical Support) ServicePac for System x or BladeCenter Offerings
12X6788 - IBM Software Support Services – RTS ServicePac for System x (3 year 8x5 support on a single 1
socket server)
For this part number IBM will provide you remote assistance in the form of software support (via telephone from an IBM
support centre) of your System x server pertaining to the following:
- set up and configuration support for your System x;
- error-free launch of your System x OS;
- assistance with the installation of your System x accessories and upgrades;
- support to analyze machine failures to check that the hardware is working fault free, or returning the machine to factory
installed defaults; and
- basic short duration installation, usage and configuration questions;
- diagnostic information review to assist in problem isolation;
- code-related problem questions;
- for a known defect available corrective service information.
In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request(s)
within two (2) hours (during Prime Shift).
For IBM products included within this group IBM will provide remote assistance for: code-related problem questions,
diagnostic information review to assist in isolation of a problem cause, and for known defects, make available corrective
service information and program fixes which you are entitled to receive under the terms of your IBM license.
For non-IBM products, IBM will assist you to isolate the problem cause and provide you with recovery information, if
available, from the vendor. IBM will provide corrective service information and program fixes, if available and IBM is
authorized to provide to you for known defects. If a new (unknown) defect is identified, IBM will report it to the appropriate
vendor and notify you of IBM's actions. At this point IBM support shall be fulfilled. Resolution of these problems is the
responsibility of the vendor
This service will be provided during:
- Prime Shift for all problems (IBM standard business hours in the local time zone / country where you receive
the Service (e.g., 9 a.m. to 5 p.m., Monday through Friday, excluding national holidays).
IBM will provide this service for a period of three years from the receipt of the confirmation mail.
12X6789 - IBM Software Support Services – RTS ServicePac for System x (3 year 8x5 support on a single 2
socket server)
For this part number IBM will provide you remote assistance in the form of software support (via telephone from an IBM
support centre) of your System x server pertaining to the following:
- set up and configuration support for your System x;
- error-free launch of your System x OS;
- assistance with the installation of your System x accessories and upgrades;
- support to analyze machine failures to check that the hardware is working fault free, or returning the machine to factory
installed defaults; and
- basic short duration installation, usage and configuration questions;
- diagnostic information review to assist in problem isolation;
- code-related problem questions;
- for a known defect available corrective service information.
In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request(s)
within two (2) hours (during Prime Shift).