Справочник Пользователя для IBM 43W9049
IBM Flex System Enterprise Chassis
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Warranty options
The IBM Flex System Enterprise Chassis has a three-year on-site warranty with 9x5 next-business-day
terms. IBM offers the warranty service upgrades through IBM ServicePac
terms. IBM offers the warranty service upgrades through IBM ServicePac
®
, discussed 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.
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 might be
available in a particular country. For more information about IBM ServicePac offerings available in your
country, see the IBM ServicePac Product Selector at
service levels, response times, and terms and conditions. Not all covered types of ServicePac might be
available in a particular country. For more information about IBM ServicePac offerings available in your
country, see the IBM ServicePac Product Selector at
The following table explains warranty service definitions in more detail.
Table 11. Warranty service definitions
Term
Description
IBM on-site
repair (IOR)
repair (IOR)
A service technician will come 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 24-hour service, every day, including IBM
holidays.
problem determination is completed. We provide 24-hour service, 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 24-hour service, every day, including IBM
holidays.
problem determination is completed. We provide 24-hour service, 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. to 5:00 p.m. in the
client's local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m., it is
determined that on-site 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.
remote problem determination is completed. We provide service from 8:00 a.m. to 5:00 p.m. in the
client's local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m., it is
determined that on-site 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
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. to
5:00 p.m. in the client's local time zone, Monday through Friday, excluding IBM holidays.
receive your call, following remote problem determination. We provide service from 8:00 a.m. to
5:00 p.m. in the client's local time zone, Monday through Friday, excluding IBM holidays.
In general, the following types are the types of IBM ServicePacs:
Warranty and maintenance service upgrades:
One, two, three, four, or five years of 9x5 or 24x7 service coverage
On-site repair from the next business day to four or two hours
One or two years of warranty extension
Remote technical support services:
One or three years with 24x7 coverage (severity 1) or 9 - 5 next business day for all severities
Installation and start-up support for System x servers
Remote technical support for System x servers
Software support - Support Line:
Microsoft or Linux software
VMware
IBM Systems Director