IBM System x3690 X5
25
Warranty options
The IBM System x3690 X5 has a 3-year onsite warranty with 9x5/next business day 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.
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 ServicePacs might be
available in a particular country. For more information about IBM ServicePac offerings available in your
country visit the IBM ServicePac Product Selector at
https://www-304.ibm.com/sales/gss/download/spst/servicepac
.
The following table explains warranty service definitions in more detail.
Table 18. Warranty service definitions
Term
Description
IBM onsite
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 customer’s location within two hours after
remote problem determination is completed. We provide service around the clock, every day,
including IBM holidays.
24x7x4 hour
A service technician is scheduled to arrive at your customer’s location within four hours after
remote problem determination is completed. We provide service around the clock, every day,
including IBM holidays.
9x5x4 hour
A service technician is scheduled to arrive at your customer’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 customer's local time zone, Monday through Friday, excluding IBM holidays. If after
1:00 p.m. it is determined that onsite service is required, the customer 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
A service technician is scheduled to arrive at your customer’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 customer's local time zone, Monday through Friday, excluding IBM holidays.
In general, the types of IBM ServicePacs are as follows:
Warranty and maintenance service upgrades
One, 2, 3, 4, or 5 years of 9x5 or 24x7 service coverage
Onsite repair from next business day to 4 or 2 hours
One or 2 years of warranty extension
Remote technical support services
One or three years with 24x7 coverage (severity 1) or 9x5/next business day for all severities
Installation and startup support for System x servers
Remote technical support for System x servers
Software support - Support Line
Microsoft or Linux software
VMware
IBM Systems Director
