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This IBM ServicePac provides 3-years of Remote Technical Support to xSeries, IBM Director, Windows and Linux systems. Coverage includes comprehensive technical support to assist with: basic, short duration installation, usage and configuration questions; questions regarding IBM Supported Product publications; diagnostic information review to assist in isolation of a problem cause; code-related problem questions; and for known defects, available corrective service information and program fixes which customers are entitled to receive. This plan allows customers to get the answers they need to get their system installed and keep it operational. Coverage includes unlimited calls and callers - call as often as needed.
If not answered live, IBM will use commercially reasonable efforts to respond to calls within certain criteria, depending on the severity of the problem. For very severe problems, service will be available 24 hours a day 7 days a week, including national holidays. For less severe problems, 9x5 coverage is available with service offered between 8:00 a.m. and 5:00 p.m. in the local time zone where the customer receives service, Monday through Friday excluding national holidays. Regardless of coverage hours, IBM strives to maintain a 2-hour response time.
This service plan will not automatically renew annually. Service cannot be prorated, refunded or transferred. This ServicePac must be activated after purchase in order to use the service. Remote technical support services can only be ordered for the machines and software listed in the supported products list. Access to this service ends three years from the date the service was purchased. IBM provides the authorized end user with a toll-free number to access the IBM Services Specialist.