Find answers to your questions:

What should I do if my equipment is out of order?

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).

Or contact us through one of the options under We're here to help.

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 are the implications if I don't order or renew my software maintenance when I purchase my system?

An "After Licence Fee" must be purchased to reinstate maintenance coverage when a customer chooses to:
a) not order IBM Software maintenance at time of initial purchase or
b) not submit the renewal request to IBM on or before the renewal date (renewal request must be received by IBM on or before the renewal date).

For more information, you can contact us through one of the options under We're here to help.

How do I get software license keys for my machine?

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

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. Should you have any questions, please contact us through one of the options under We're here to help.

What are the termination rules for canceling maintenance coverage on my equipment?

You may terminate standard maintenance services for a machine on one month's notice to us if it has been on maintenance for at least 6 months. Non-standard maintenance addendums can have additional terms and conditions for termination of equipment.

We may terminate maintenance services for a machine on three months' written notice, provided it has been under maintenance services for at least one year. Either of us may terminate service for any Machine if the other does not meet its obligation concerning maintenance services.

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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