Expert Care - FAQs

Question: Do I need to purchase Expert Care?
Answer: No, however, base warranty is limited. Expert Care services are available at the time of hardware sale. For a few exceptions only, Expert Care can be purchased in Conga tool during or at any time after the initial HW sale.

Question: Can I renew Expert Care at the end of the initial duration?
Answer: Yes, you can renew your existing coverage at the end of the contract or choose to renew or upgrade to a higher offering at renewal time by submitting a proposal in Conga tool.

Question: Will Expert Care automatically be renewed after the initial period?
Answer: There is no auto-renewal in place.

Question: Can I upgrade my Expert Care contract?
Answer: Yes, in case the Expert Care is still active, it is possible to upgrade the tier (Basic to Advanced or Premium for Storage products, or Basic to Advanced for Power products) or service level. Contact your Business Partner or IBM representative to request the upgrade of the existing Expert Care.

Question: What if my client wants to terminate Expert Care earlier. Do they get a refund?
Answer: There is no credit or refund due if client terminates early.

Question: Is the Machine together with Expert Care transferable from one customer to another?
Answer: No, the Expert Care is not transferable together with the machine from one customer to another.

Question: What if I cannot find my machine in the Expert Care Management application?
Answer: The machine might not in right status or not eligible to have Expert Care.

Question: What is entitled "Original Discount”?
Answer: This discount refers to the original hardware price case. If any other discounts are needed, get in touch with your Systems seller to negotiate a new price contract.

Question: Who do I contact in case I have questions or concerns about Expert Care management application in ESS?
Answer: You can contact ESS Support in one of the specific channels.

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