Frequently asked questions

Contracts

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How do I register to sign/ view contracts in Contracts OnLine?

In order to get entitled to use COL for signing, approving and viewing contracts online, you need an IBM ID (Learn more about IBM ID and registration). Register here should you not have already an ID.
Once you have an IBM ID and password, please contact our Contracts OnLine support team erchelp@ca.ibm.com for further assistance. Please write your country name in your e-mail subject.


How can I raise requests via the Internet?

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.


What does IBM Software maintenance (SWMA) offer?

IBM Software maintenance (SWMA) offers:

Coverage options: one year or three years

All new iSeries or pSeries server purchases include a minimum of one year of Software Maintenance with the appropriate charge. A three-year coverage option charge is also available.

Onsite support options are also available with a choice of either 1 year or 3 years coverage.

If you currently have a software subscription :


What is the procedure to terminate my recurring charge software license contract?

Please send a termination request to IBM, giving 30 days advance notice. Termination effective date will be at the beginning of the following month.


How do I terminate my maintenance contract and what is the cancellation period?

While the specific obligations of your relationship will be set out in the relevant agreement that you have entered into with us, customer may give one month written notice for termination request after the machine has been under Maintenance Agreement for at least six months.

The effective date of termination shall always be the last day of the following calendar month if the notice is given after the first day of the calendar month. This also applies to software recurring charge contract termination.

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.

You may send a letter to IBM to terminate your maintenance contract or submit your request online using My request (you will initially need to register with IBM to obtain an IBM User ID and password). If you submit your request online, please send your notification through your company’s e-mail address.


How do I cancel my service contract and what is the cancellation period?

All requests for cancellations must be issued in writing to your IBM Client Representative or Services Proposal Manager, in accordance with the applicable notice period specified in your agreement.


How will I be informed in case of any price change for a recurring contract with IBM?

For existing recurring contracts, IBM provides a 3-month written notice of any price increase. For price decrease, this will be effective immediately.


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 800-6011-376, Monday to Friday, 9:00 am - 5:30 pm for assistance. You may also submit an online request using My request application(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 800-6011-376
(Monday to Friday, from 9:00 am to 5:30 pm)

Technical requests and support

For technical inquiries please call 800 317 2888 or

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