Frequently asked questions

Inventory and maintenance

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

Please open a service request or telephone our technical support.


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 IBM equipment without maintenance coverage is billable for parts and labour, please call 1800 629 135 (or 0800 887 766 NZ) to log a fault call. If you have been advised that your IBM equipment does not have maintenance coverage and you feel there is a discrepancy, please verify the machine type and serial number of your IBM machine and call our Customer Support Team on the above numbers, Monday through Friday. A Customer Support Team representative will be happy to resolve any discrepancies or pass along your details. 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).


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 Key Management Service Center for information on software license keys.


Where can I get help on recycling?

Please send an e-mail to disposals@au1.ibm.com for any questions regarding recycling you may have.


What is the contact number for the Parts Sales Centre?

For Australian requests, please call:
1800 226 069 (or +61 2 9354 9650).
For New Zealand requests, please call:
0800 733 111 (or +61 2 9354 9650).


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?

A Customer Support representative will be happy to assist you with your inventory or maintenance enquiry and you can contact them on 0800 887 766 (or +64 4 576 5882), Monday through Friday 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.

We're here to help

Or call us at: 0800 887 766
(or +64 4 576 5882) (Monday to Friday,
from 12:00 pm to 8:30 pm)

Technical requests and support

For technical inquiries please call 0800 733 222 or

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Frequently asked questions

Frequently Asked Questions Contracts
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Inventory and maintenance
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