Frequently asked questions

Contracts

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How do I raise an inquiry online?

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.

Learn more about My requests or contact our Customer Support OnLine Center for more information.


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.


Who do I contact with questions about hardware or software maintenance contracts and related price quotes?

For general questions about hardware or software maintenance, contact our Customer Support Team where a representative will ensure your enquiry is addressed.

If you need a renewal quote on an existing contract with no changes required or a quote for budget and planning cost estimates, please submit your request online. Please specify the contract number or machine type, serial number(s) and date period for which you want the quote. A customer support representative will contact you with the information. You can also call +84 (4) 3 946 2161.


Who can I talk to about my support services?

Please submit your request online, or call your IBM Customer Support Team on +84 (4) 3 946 2161 between the hours of 09:00 to 17:00 where a representative will ensure your enquiry is addressed.


How do I get a copy of my contract?

Please complete this e-form, or call your IBM Customer Support Team on +84 (4) 3 946 2161 between the hours of 09:00 to 17:00, for more information.


How do I terminate my software license contract?

License termination rules vary depending on the software: Passport Advantage software licenses are pre-paid one time charge and they do not require cancellation.

Recurring monthly licenses: Please advise our software department of cancellation requirement and include:

IMPORTANT: ALL copies of the software must be destroyed at time of cancellation and confirmation of this must be sent to IBM by e-mail at the address services@vn.ibm.com.

You are required to provide a 30 day notification of cancellation.


How do I terminate my maintenance contract?

Please submit your request in writing, quoting your contract number and your contact details. The notification must be signed and sent to:

IBM Vietnam Company
2nd Floor, Pacific Place
83B Ly Thuong Kiet
Hanoi, Vietnam

or by fax: +84 (4) 3 946 2030

or submit your request online, or call your IBM Customer Support Team on +84 (4) 3 946 2000 between the hours of 09:00 to 17:00.


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 +84 (4) 3 946 2161, Monday to Friday, 09:00 - 17:00 for assistance. You may also submit an online request. To allow us to better assist you, please include as much detail as possible.

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For technical inquiries  please call +84 43 946 2000 or

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