Frequently asked questions

Invoices and payments

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How can I view my statements of account online?

You can view your entire account statement through our Statements Online application.

This online application is updated with invoices, credit notes, and payment details, either submitted or pending. You can also create and print a report for a particular type of invoice (e.g. maintenance, purchase etc.), for a specified time frame.

You will need to register with IBM, where you will be asked to fill in a form to create an IBM Userid and password, chosen by you, that will be requested on access. To complete the registration and authorisation, you will need to follow some instructions that will appear on the screen. You will receive an e-mail that will confirm your authorisation to access Statements online.

For further information or assistance, please contact our Customer Support Team on 001-803-606291 (or +62-21-2992 5881), Monday to Friday, 9:00 am - 5:30 pm.


Why should I obtain an IBM User ID and password?

An IBM User ID and password gives you access to our web tools which can help you manage your IBM account. With your IBM User ID you can request access to various online tools, as well as raise requests in a secure environment.

Please supply the following information when registering for your IBM User ID:

Accuracy and detail are very important to future online transactions and e-tool entitlement.

Note that failure to provide any of the required fields prevents the user from completing IBM Registration.

As required by local data protection regulations, you will also be required to confirm that IBM may store and use your Personal Information to contact you and to export your Personal Information outside your country of residence.


What are the due dates and payment dates for IBM invoices?

Payment is due upon receipt of invoice. IBM reserves the right to charge a late payment fee calculated at a monthly rate determined by IBM of the invoice amount, compounded for each period or part period of 30 days that the invoice remains unpaid.


Who do I contact with questions or concerns about my invoices, including invoice corrections, purchase order changes or invoice copies?

Please refer to the contact details printed on the invoice or credit note, or submit a request or call the Customer Support Team at: 001 803 60 6291 or +62-21-2992 5881.


Who do I contact to change the address on my invoice?

Please inform your IBM Marketing Representative on the change in your company’s name or address or contact the Customer Support Team at: 001 803 60 6291 or +62-21-2992 5881. You may also submit a request online.


How do I pay an invoice?

Payments can be made by bank transfer, bank receipt or cheque quoting our invoice number(s).
Bank account information can be found on the invoice.

Please send your telegraphyc transfer to:
PT IBM Indonesia
The Plaza Office Tower 16th - 18th Floor
Jl. M.H. Thamrin Kav. 28 - 30
Jakarta 10350

Fax: +62-21-29925001 or call the Customer Support Team at: 001 803 60 6291 or +62-21-2992 5881.


What can I do with the credit notes received from IBM?

You may use the credit notes by offsetting it with any outstanding invoices you may have with IBM. If you do not have any outstanding invoices, you may contact Customer Support Team at: 001 803 60 6291 or +62-21-2992 5881 or please refer to the contact name stated on the invoice.


When shall I expect to be billed for Maintenance Agreement that was recently signed?

As in accordance to the Maintenance Agreement signed, the effective date of billing shall always be the first day of the following calendar month if the service start date is after the first day of the calendar month.


Why do I receive more than one invoice within the year as maintenance charges for my IBM equipments?

This could be because of the different warranty expiry dates for your IBM equipments. If you have signed Maintenance Agreement for your IBM equipments, the maintenance charges will be billable upon the equipments’ warranty expiry.


How do I reconcile the contract value stated in my Maintenance Agreement and the invoiced amount?

IBM follows the calendar year method of billing, which is from January to December. If you have signed Maintenance Agreement with annual charges that have a service start date on any day of the year other than January 1, you will be invoiced with pro-rated charges based on the annual charges reflected in your Maintenance Agreement. The effective date of billing shall always be the first day of the following calendar month if the service start date is after the first day of the calendar month. Example: Maintenance Agreement start date is March 15, 2009, then billing will be pro-rated from April 1, 2009 to December 31, 2009.


Can I have all the maintenance invoices billed according to my company's fiscal year?

Yes, please contact CSOL team to request for your maintenance invoices to be billed according to your company's fiscal year. For example, you have five machines with warranty expiring on June 26, 2009 and another six machines with warranty expiring on July 15, 2009.

In calendar year billing, you would have received an invoice for the first five machines for the billing period from July 1 to December 31, 2009, and another invoice for the six machines for the billing period from August 1 to December 31, 2009. On January 1, 2010, you will receive one invoice for all eleven machines for the billing period January 2010 to December 2010, and thereafter.

If you prefer to have your invoices billed according to your company's fiscal year e.g., from March 2009 to February 2010. You would be billed for five machines from July 1, 2009 to February 28, 2010 and another invoice for six machines from August 1, 2009 to Febaruary 28, 2010. On March 1, 2010, you will receive one invoice for all eleven machines for the billing period of March 2009 to February 2010, and thereafter.


What if I have an invoice question that isn't answered here?

A Customer Support Team representative will be happy to assist you with your invoice enquiries. Please submit a request online. To allow us to better assist you, please include as much detail as possible.

We're here to help

Or call us at: 001-803-606291
(or +62-21-2992 5881)
(Monday to Friday, 9:00 am - 5:30 pm)

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