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 contact our technical support.


When will IBM commence billing the software license charges? I have a new recurring charge software license contract. The software licenses have been delivered and installed.

IBM provides a 10-day allowance period from installation date aside from the testing period (if any). Billing will commence on the first workday of the following month after the testing period.


How do I request for a Maintenance Agreement, if I need maintenance service coverage for my machines?

Service performed on equipment without maintenance coverage is billable for parts and labour.
Please contact our Technical support to log a fault call.
If you have been advised that your equipment does not have maintenance coverage and you would like to query this, please verify the machine type and serial number of your machine and submit an online request.


How will equipment inventory records be updated if my IBM equipment was purchased from another country and shipped locally?

To report a transfer of machines returned to IBM as a lease machine return; or sold to another business, please provide us with the following information needed to update our records:

Customer Number
Company Name
Machine Type
Machine Model
Machine serial number(s)
New purchaser and their location and date when the machine was sold

If it is a leased machine, returned to IBM Global Finance (IGF), please provide the date of return and the IGF quote number (if known).

Reason for transfer of ownership.

Note: A month's notice is required for maintenance related charges. The requested information will help us determine the last day of charge to your customer number.

Please submit an online request with above information.


What is the effect of terminating the Maintenance Agreement for my IBM equipment? Can I still request for technical support for my IBM equipments?

When you terminate the Maintenance Agreement, adjustment fees may apply for contracts with Term commitments. After allowing for applicable adjustments, you may receive a credit for any remaining prepaid period associated with the services you terminate.

If you require technical support on your IBM equipment that does not have Maintenance Agreement coverage , you may contact IBM Technical Services at: 1800 317 2888. This support will be billed according to the hourly Per Call Maintenance Terms and Conditions.


How can I request for Maintenance Agreement with IBM again if I had already requested for termination of the Agreement before?

You may request for Maintenance Agreeement with IBM. Please contact call center at: 1800 317 2780 (Country call center tel. no) for Maintenance Agreement matters.


How do I get software license keys for my machine?

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


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.


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 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.

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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