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 call our technical support.


Who do I contact for repair service?

Service may be requested and managed by visiting the Service Request application or by calling us on 1-800-IBM-SERV (800-426-7378). Please specify if this is for hardware or software support. You will receive a Service Request Number and depending on the level or support for your contracts, a Service Support Representative will be dispatched or you will be provided with instructions to mail the equipment to our depot repair center.


Where can I get information about ServicePac?

Please find here more information about ServicePac.


How do I register to view my Inventory OnLine?

In order to use Inventory OnLine to view and make updates to your inventory, you must first register for an IBM User ID and password.

Sign in to Inventory OnLine with your IBM User ID and password to complete the entitlement process.

The following information is required to complete the entitlement process:

Upon successful completion, a registration confirmation will inform you that you will receive an e-mail within two business days confirming your access is complete. You will also be provided with a Entitlement Request ID#, write it down and refer to it should you need to inquire about your request.


What information does Inventory OnLine provide?

Your installed IBM inventory is available by customer #, enterprise # or affiliate # (depending on how your profile is set up when you register). You can also choose to search for products by enterprise number or customer # by location or access information by product description, product type, machine type/serial or a complete inventory search.

There is view, print, sort and download capability and the option to update your inventory records (including adding maintenance, maintenance discontinuance, software license cancellations and inventory record location changes).

You can also view Warranty expiration data and installed address information.

You’ll find Help screens, feedback forms and FAQs to assist you throughout.


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 an IBM User ID and password you can request entitlement to various e-tools such as Order Status OnLine and Invoices On-Line. Learn more about registration.

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.


Who do I contact with questions about inventory or maintenance coverage?

On occasion you may have questions regarding your inventory or maintenance coverage. For information about your installed inventory and maintenance coverage you can use IBM's Inventory OnLine web application. Requests may also be submitted by using the Inventory & Maintenance inquiry form (IBM user id and password required to access). A customer support representative will contact you with the information.


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

Machine inventory lists can be down loaded by using IBM's Inventory OnLine web application. You will need to register the first time you visit, then just select the equipment you wish to download and submit your request. An inventory list will be displayed which can be printed or saved as a spreadsheet. Requests for contract copies or inventory lists may also be submitted online using My request (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 a IBM maintenance contract?

Service performed on equipment without maintenance coverage is billable for parts and labour, please call 1-800-IBM-SERV (800-426-7378) 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 submit 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 through the Inventory OnLine application, be selecting machines that are included in the contract and detailing your request (note that an IBM ID and entitlement is required). You can also submit your request online using My request (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 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.


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 1 year. Non-standard maintenance contracts 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 add or discontinue service from a maintenance or services contract?

Requests to add, discontinue or update the status of equipment currently under IBM Maintenance may be submitted on the IBM's Inventory OnLine web application. You will need to register the first time you visit, then just select the equipment you wish to update and submit your request. Requests may also be submitted online using My request (you will initially need to register with IBM to obtain an IBM User ID and password). Please specify the machine type and serial number(s), and if available, the invoice number(s), contract number(s) and effective date you wish the coverage to start or stop. For equipment being discontinued, please advise if you no longer have the machine and/or have taken it out of use. This will allow us to correctly update our records.


How do I report equipment that is returned to IBM or sold to another business?

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:

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). Here is more information about end of lease.

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 your request online (you will need to initially register with IBM to obtain an IBM User ID and password).


How can I get warranty added to my machine(s)?

If you have a purchase document that includes the purchase date, machine type/model/serial number(s), please submit your request online (you will need to initially register with IBM to obtain an IBM User ID and password). Warranty can be loaded with a purchase document. Please let us know if you want maintenance coverage after the warranty expires.


Who do I contact to purchase remote technical support for my System i, System p and/or System x machines?

Remote technical support for these software products is available through the Software Maintenance for System i, System p and System x. It is also available for select other products acquired from IBM Business Partners who remarket System i, System p. You can contact 'IBM Direct' on 1-800-426-2255. A representative will take your information and generate a quote.


What does software maintenance coverage include?

Software maintenance offers software enhancements for eligible products within the contract period, at no additional charge.


How do I get software license keys for my machine?

Please contact our Key Management Service Center on 1-800-446-8989 for information on software license keys.


How do I obtain Internet Security Services (ISS) software license keys?

Please call the ISS Technical Support hotline on 1-888-447-4861. You may also view the status of your request on www.iss.net


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

To find out what products are available from Passport Advantage, please call the Passport Advantage hotline on 1-800-266-8720.


Who do I contact for software support?

You can request Software support by calling 1-800-IBM-SERV (800-426-7378). Your call will be routed to a Service Support Representative who will be happy to provide assistance.


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

You may submit an online request using My 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.

We're here to help

Or call us at 877-426-6006

Technical requests

For technical inquiries please call 800-426-7378 or

Glossary

Frequently asked questions

Contracts
Orders and delivery
Inventory and maintenance
Invoices and payments

 

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