Frequently asked questions

Inventory and maintenance

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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 specify the contract number or machine type, serial number(s) for which you want the information. You may also call our IBM contact on +94 112 493 500.


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 call +94 11 2493 500 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 Customer Support Team on +94 11 2493 500, Monday to Friday, between the hours of 08:30 - 17:00. A Customer Support Team representative will be happy to resolve any discrepancies. You may also submit a request online.


How do I renew my maintenance service contract?

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 Customer Support OnLine Center on +94 11 2493 500.


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

Please submit your request in writing, quoting your contract number and your contact details. The notification must be signed and sent to:

IBM World Trade Corporation.
PO Box 272, 48, Nawam Mawatha, Colombo 02
or by fax: + 94 11 2434 594

or submit your request online, or call your IBM Customer Support Team on +94 11 2493 500 between the hours of 08:30 to 17:00.


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.


How do I get software license keys for my machine?

Please contact our contact person on +94 11 2493 500 for information on software license keys.


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 call the Passport Advantage hotline on +94 11 2493 500.


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

An IBM contact person will be happy to assist you with your inventory or maintenance enquiry and you can contact them on +94 11 2493 500, Monday to Friday, between the hours of 08:30 - 17:00 for assistance. You may also submit a request online. To allow us to better assist you, please include as much detail as possible.

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