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.


Where can I get information about ServicePac?

Please find here more information about ServicePac.


How do I get a copy of my maintenance contract or a list of machines covered under maintenance or warranty?

Requests for contract copies or inventory lists may be submitted online using My Requests (you will initially need to register with IBM to obtain an IBM User ID and password). Please specify the contract number or machine type, serial number(s) for which you want the information.


What do I do if I require a machine to be serviced and my machine is not covered by an IBM maintenance contract?

Service performed on equipment without maintenance coverage is billable for parts and labour, please telephone toll free number 1800 1888 1426 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 contact our Customer Support Team by submitting a request using our online application My Requests (you will initially need to register with IBM to obtain an IBM User ID and password).


How do I renew my maintenance service contract?

Requests to renew a maintenance contract may be submitted online using My Requests (you will initially need to register with IBM to obtain an IBM User ID and password required). 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.


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

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).


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 request for your software license keys here.


What is the contact number for the Parts Sales Centre?

For all requests please call: +63 2 9952440.


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 inquiry. You can submit an online request using My Requests (you will initially need to register with IBM to obtain an IBM User ID and password required). To allow us to better assist you, please include as much detail as possible.

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(Monday to Friday, 9:00 am - 5:30 pm)

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Frequently asked questions

Frequently Asked Questions Contracts
Orders and delivery
Inventory and maintenance
Invoices and payments

 

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