Datasheet
IBM On-site Repair (IOR) - Repair activity performed at Customer site
IBM will perform problem determination remotely. The customer is requested to work with IBM during problem determination and to perform those activites
that IBM may request. The problem determination aim is to identify whether the problem resides with the customer's IBM machine or with other machines
or software. If the problem determination result is that the customer’s IBM machine is failing, and non-functional, then a service technician will be
dispatched to the customer’s location, to perform remdial actions and replace any defective parts as required.
IBM On-site Repair Limited (IOL) - Repair activity performed at Customer site, excluding CRUs
The service is the same as for IOR but the customer is responsible for replacement of Tier 1 CRUs.
Coverage Hours description
5x9 coverage :
5 days per week (Monday to Friday, excluding public & national holidays), 9 hours per day
5x9x4 coverage :
5 days per week (Monday to Friday, excluding public & national holidays), 9 hours per day, with an onsite response target
of 4 hours after problem determination has been completed.
5x11 coverage:
5 days per week (Monday to Friday, excluding public & national holidays), 11 hours per day.
6x18 coverage:
6 days per week (Monday to Saturday, excluding public & national holidays), 18 hours per day.
7x24 coverage :
7 days per week by 24 hours (365 days a year).
7x24x4 coverage :
7 days a week by 24 hours, with an on site response target of 4 hours after problem determination has been completed.
Committed Service Levels
3 Yr IOR 7x24 8hr CS
IBM Onsite Repair, 7 days a week by 24 hours, with a commitment to fix the reported problem within 8 hours.
The 8 hour Fix Time (FXT) is the period of time between the customer's service request registration in IBM's Call
Management System and restoration of the failing machine to operational readiness
IBM Implementation ServicePac for a broad range of System and SoftWare solutions
**Only available in Denmark & Sweden**
For further information refer to Plet R44631F or the Operational Guide www.ibm.com/services/Europe/maintenance
Implementation ServicePac data sheets and contact information can be found on Partnerworld at the following links:
https://www-304.ibm.com/jct09002c/partnerworld/mem/services/dk/ofimp.html
https://www-304.ibm.com/jct09002c/partnerworld/mem/services/dk/ofstoimp.html
IM013 - IBM Implementation Services - ServicePac for disk systems - basic (DS3000)
Install and implement one (1) disk system controller and up to three (3) storage units.
Install Storage Manager on one (1) server.
Install IBM host agent software on up to two (2) hosts.
Test and verify the operation of the System Storage disk system.
Provide up to two (2) of your designated personnel with two (2) hours of basic skills instruction.
Number of hours of Service: 16 hours