Frequently asked questions

Contracts

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Find answers to your questions:


How do I register for Contracts OnLine?

Contracts Online is an application used for the end-to-end processing of your IBM contracts (including viewing, approving and signing). Access to Contracts OnLine is a two step process, first you must have an IBM ID and password and then you must be entitled to use the tool.

Once you have an IBM ID and password, please contact your IBM Contract Representative or our Customer Support OnLine team to complete the entitlement process.


How do I raise an inquiry online?

Please visit My requests application, where you can create, view and manage your inquiries 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 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 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) where a representative will ensure your inquiry 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) and a representative shall address your request.


How do I terminate my software license contract?

You have to send a termination request to IBM, giving 30 days advance notice. You can submit your request online using My Requests (you will initially need to register with IBM to obtain an IBM User ID and password). Termination effective date will be at the beginning of the following month.

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


How do I terminate my maintenance contract?

Customer must give one month written notice for termination request after the machine has been under Maintenance Agreement for at least one year or as otherwise detailed in the Maintenance Agreement. Please submit your request online using My Requests (you will initially need to register with IBM to obtain an IBM User ID and password). Termination effective date will be at the beginning of the following month.

Please note that for IBM products or services purchased under a special offering (for example, a promotional price or a special incentive) or via IBM leasing/financing arrangement, the above provision for termination or cancellation shall not apply.


How can I activate a ServicePac contract?

Once you receive your confirmation e-mail please register your contract.


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 inquiries. You can submit an online 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.

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