Datasheet

General Information Section
ServicePac® Policy
Business Partners will know that IBM ServicePac® is now entirely electronically handled. As ServicePac® is available "On Demand"
there is therefore no requirement for Business Partners to maintain a ServicePac® stock
Inventory Adjustment (Stock Rotation) is not available for ServicePac® and IBM does not accept ServicePac® returns from Business Partners
It is important, when ordering a ServicePac®, that the correct ServicePac® Part Number is specified. An incorrectly ordered ServicePac®
may not subsequently be returned to IBM.
Where an incorrect ServicePac® Part Number is ordered by mistake, you may, with effect from March 1st 2008, -
correct the order within 60 days of date of purchase subject to an administration charge.
This charge will be 8% of the original amount invoiced by IBM for the incorrectly ordered Part Number.
PLEASE NOTE: If you have received this Selection Guide as an attachment via email, please be aware that ServicePac pricing can change!
The most up to date pricing can be found in SPST (ServicePac Selection Tool) on the internet.
ServicePac Selection Tool: http://www-01.ibm.com/sales/gss/spst/servicepac/extProductSelectorWWW.do
PLEASE NOTE : The Customer or Business Partner must register the IBM ServicePac to activate the service.
In order to receive the service the ServicePac must be activated, which will also limit any delay to entitlement verification during a call for assistance.
WebSite for ServicePac Registration (SPRT):
http://www-03.ibm.com/services/eservicepac/ControllerServlet.wss
All IBM Warranty and Maintenance terms are defined in the Hardware Maintenance Operational Guide, available at the following link:
http://www-5.ibm.com/services/europe/maintenance/ from there select: Operational Guides
Service Delivery Method (SDM)
Customer Carry In Repair (CCR) - Repair activity performed at IBM Service Centre
If the product cannot be fixed with the help of remote support, the customer is responsible to disconnect and bring the failing machine to an IBM designated
location (depot), from where the machine will the machine will be sent on to the IBM Service Centre. When the product is repaired by IBM, the customer is then
responsible to take the machine back and reactivate it. Customer 'carry in' products are accepted during local depot opening hours (Monday to Friday) only.
IBM Courier Repair (ICR) ) - Repair activity performed at IBM Service Centre
If the product cannot be fixed with the help of remote support, an IBM designated courier will collect and bring back the repaired machine to the customer site.
The customer is responsible to disconnect and reactivate the machine.
Customer On-site Exchange (COE)- Product exchanged by Customer
If the product cannot be fixed with the help of remote support, a machine in good working order is sent to customer site for replacement by customer.
The customer is responsible to disconnect, reactivate and return the replaced machine to IBM in accordance with IBM's instructions. If customer does
not return the defective machine, if IBM so instructs, within 30 days of receipt of the replacement product, IBM may charge the customer for the replacement.
IBM Courier Exchange (ICE) – Product exchanged at Customer site
If the product cannot be fixed with the help of remote support, the failing machine is exchanged for a machine in good working order by an IBM designated courier.
The customer is responsible to disconnect and reactivate the machine.
IBM On-site Exchange (IOE) - Repair activity performed at Customer site
If the product cannot be fixed with the help of remote support, the machine is exchanged for a machine in good working order by an IBM representative at
customer site.