Find answers to your questions:

Who do I contact for repair service?

Service may be requested and managed by visiting the Service Request application or by calling us on 1-800-IBM-SERV (800-426-7378). Please specify if this is for hardware or software support. You will receive a Service Request Number and depending on the level or support for your contracts, a Service Support Representative will be dispatched or you will be provided with instructions to mail the equipment to our depot repair center.

How do I get a copy of my maintenance contract or a list of machines covered under maintenance or warranty?

Please submit an online request. To allow us to better assist you, please include as much detail as possible (contract number or machine type, serial number).

What do I do if I require a machine to be serviced and my machine is not covered by a IBM maintenance contract?

Service performed on equipment without maintenance coverage is billable for parts and labour. Please contact our Technical support to log a fault call. If you have been advised that your equipment does not have maintenance coverage and you would like to query this, please verify the machine type and serial number of your machine and submit an online request.

How do I renew my maintenance service contract?

Please submit an online request. To allow us to better assist you, please include as much detail as possible (contract number or machine type, serial number).

How do I add or discontinue service from a maintenance or services contract?

Please submit an online request. To allow us to better assist you, please include as much detail as possible.

How do I report equipment that is returned to IBM or sold to another business?

To report a transfer of machines returned to IBM as a lease machine return; or sold to another business, please provide us with the following information needed to update our records:

If it is a leased machine, returned to IBM Global Finance (IGF), please provide the date of return and the IGF quote number (if known).

Reason for transfer of ownership.

Note: A month's notice is required for maintenance related charges. The requested information will help us determine the last day of charge to your customer number.

Please submit an online request with above information.

What does my Software Maintenance cover and what are the implications if I don't renew?

Customers must purchase Software Maintenance (also known as Subscription and Support) in order to be entitled to upgrades and/or new versions or releases, as well as telephone support. Customers who allow their current subscription to expire must either re-licence the software (i.e. purchase as new) or pay a resumption or re-instatement fee so that they can receive an upgrade to a new version or release. Contact us for more information.

How do I get software license keys for my machine?

Please contact our Key Management Service Center for information on software license keys.

How can I find out more about my software products available from Passport Advantage®?

Visit the Passport Advantage® website to find out what products are available.

How do I download my purchased software?

How do I find technical support for a product?

Go to the Support Portal and select your product in Product Lookup field.

Where can I get help on recycling?

Where do I get help regarding software appliances?

For software appliances help, please view our Appliance Support Handbook.

How do I initiate a software appliance cross border move (from one country to another)?

For software appliance cross border moves, please submit an online request.

Please be informed that moving a software appliance cross border remains an exception process and every request will be evaluated and approved prior to any actions taken by IBM to initiate the migration.

Once your request has been submitted, you will be advised automatically via email when it is assigned and completed. Please note this process can take several days. Please contact us should you have any questions.

Where can I check to see if my machine is under warranty?

You check your warranty status by performing an online warranty lookup with your product type and serial number.

What if I have a machine inventory or maintenance question that isn't answered here?

Please submit an online request. To allow us to better assist you, please include as much detail as possible.


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