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 contact our technical support.


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

Please submit an online request. To allow us to better assist you, please include as much detail as possible (contract number or machine type, serial number).


How do I get software license keys for my machine?

Please contact our Key Management Service Center for information on software license keys.


How can I find out more about my software products available from Passport Advantage®?

Visit the Passport Advantage website to find out what products are available.


How do I download my purchased software?


How do I find technical support for a product?

Go to the Support Portal and select your product in Product Lookup field.


Where can I get help on recycling?

Please find here all about product recycling and waste electrical and electronic equipment (WEEE).


Where can I get information about ServicePac®?

Information about ServicePac® can be found here.


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 are the termination rules for canceling maintenance coverage on my equipment?

You may terminate standard maintenance services for a machine on one month's notice to us if it has been on maintenance for at least 6 months. Non-standard maintenance addendums can have additional terms and conditions for termination of equipment.

We may terminate maintenance services for a machine on three months' written notice, provided it has been under maintenance services for at least one year. Either of us may terminate service for any Machine if the other does not meet its obligation concerning maintenance services.


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

Please submit an online request. To allow us to better assist you, please include as much detail as possible.

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Frequently asked questions

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

 

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