Frequently asked questions

Contracts

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How do I raise an inquiry online?

Please visit My requests application, where you can create, view and manage your enquiries in a secure environment.

You will need your IBM User ID and password to access My requests.

Your request will already be populated with the data you supplied when you registered with IBM. You need only supply the information that is specific to your request and press submit.

A submission notification will confirm the details of your request.

You will receive a response from an IBM representative within one business day, either in the form of an e-mail from ‘My requests’ with a link to your answer and any related documentation or directly by a Customer Support Team representative if an answer requires further research or information. You are notified of final responses via an automated e-mail which refers you to the response details in the My requests application so that you can have easy access to the request at any time.


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.


Who do I contact with questions about hardware or software maintenance contracts and related price quotes?

For general questions about hardware or software maintenance, contact our Customer Support Team 1 800 88 1119 between the hours of 9:00 a.m to 5:30 p.m where a representative will ensure your enquiry is addressed. If you need a renewal quote on an existing contract with no changes required or a quote for budget and planning cost estimates, please submit your request online (you will need to initially register with IBM to obtain an IBM User ID and password). Please specify the contract number or machine type, serial number(s) and date period for which you want the quote. A customer support representative will contact you with the information. You can also call the Technical Hotline TollFree 1800 88 8558.


Who can I talk to about my support services?

Please submit your request online (you will need to initially register with IBM to obtain an IBM User ID and password), or call your IBM Customer Support Team on the Technical Hotline TollFree 1 800 88 8558 between the hours of 9:00 a.m to 5:30 p.m where a representative will ensure your enquiry is addressed.


How do I get a copy of my contract?

Please complete this e-form (you will need to initially register with IBM to obtain an IBM User ID and password), or contact your Customer Support Team at: 1 800 88 1119.


How do I terminate my Software license contract?

License termination rules vary depending on the Software: Passport Advantage SW licenses are pre-paid one time charge and they do not require cancellation. Auto-renewal of these contracts will be automatically cancelled after 75 days if no payment is received or payment received.

Recurring monthly licenses: Please advise our technical representative at Technical Hotline TollFree 1 800 88 8558 of cancellation requirement and include:

IMPORTANT: ALL copies of Software must be destroyed per cancellation process and confirmation of this must be included in e-mail.

You are required to provide 30 day notification unless your installed machine has also been removed from use.


How do I terminate my maintenance contract?

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

Accounts Receivable Department
IBM Malaysia Sdn Bhd
19th Floor, Plaza IBM, No 8, First Avenue,
Persiaran Bandar Utama,47800 Petaling Jaya,
Selangor Darul Ehsan

or 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 your IBM Customer Support Team on 1 800 88 1119 between the hours of 9:00 a.m to 5:30 p.m.


What if I have a contract 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 1 800 88 1119, Monday to Friday, 9:00 a.m - 5:30 p.m for assistance. You may also submit an online request using My request (you will need to initially obtain an IBM User ID and password). To allow us to better assist you, please include as much detail as possible.

We're here to help

Or call us at: 1800 88 1119
(Monday to Friday, 9:00 a.m - 5:30 p.m)

Technical requests

For technical inquiries please call 1800 88 8558 or

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