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Hardware Maintenance Operational Guides - Europe
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The Hardware Maintenance Operational Guides are documents that explain
the various definitions and commitments made by IBM in delivering
Hardware Maintenance.
The Operational Guides are regularly updated and include the following sections:
- Warranty and Maintenance Definitions
- Customer Replaceable Units (CRU) Definitions
- Service Delivery Method (SDM)
- Response Time Definitions
- Hours of Coverage Definitions
- Mode of Operation
- Available Service Levels
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