Frequently asked questions

Inventory and maintenance

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Find answers to your questions:


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

Please open a service request or telephone our technical support. Or call on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00.


Where can I get information about ServicePac?

Please find here more information about ServicePac.


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, you can call on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00, to log a fault call, If you have been advised that your equipment does not have maintenance coverage and you feel there is a discrepancy, please verify the machine type and serial number of your machine and call our Local Customer Support Team or You may also submit a request using our online application My requests (you will initially need to register with IBM to obtain an IBM User ID and password).


How do I renew my maintenance service contract?

Requests to renew a maintenance contract may be submitted online using My requests (you will initially need to register with IBM to obtain an IBM User ID and password). Please specify the contract number or machine type, serial number(s) for which you want the contract renewed, along with any changes you wish to make, i.e., add or discontinue machines from the contract. A customer support representative will contact you with the renewal information. You may also call our Technical help centre on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00, who in turn will advise the right contact detail.


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

Please submit your request online using My requests (you will initially need to register with IBM to obtain an IBM User ID and password), or call us on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00.


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 your request online using My requests (you will initially need to register with IBM to obtain an IBM User ID and password), or call us on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00.


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.

For more information and support call us on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00.


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

An "After License 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).


How do I get software license keys for my machine?

Please contact your local IBM representative for information on software license keys, or call us on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00.


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

To find out what products are available from Passport Advantage, please visit our website.


What is the contact number for the Parts Sales Centre?

For all requests please call on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00.


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

A Customer Support representative will be happy to assist you with your contract enquiries and you can contact them on toll free 000 800 100 8363, Monday to Friday, 09:00 - 18:00 for assistance. You may also submit a request using our online application My requests (you will initially need to register with IBM to obtain an IBM User ID and password). To allow us to better assist you, please include as much detail as possible.

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Or call us at 000 800 100 8363 (Monday to Friday, 09:00 - 18:00)

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