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.


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.


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, 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 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.


Where can I get help on recycling?

Please find here all about product recycling and waste electrical and electronic equipment (WEEE).


Where can I get information about ServicePac®?

Information about ServicePac® can be found here.


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.


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 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 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.

Frequently asked questions

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Inventory and maintenance
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