Troubleshooting
Problem
Resolving The Problem
When you contact IBM for service, you must follow the problem determination and resolution procedures that IBM specifies. A technician will attempt to diagnose and resolve your problem over the telephone or electronically by access to an IBM Internet website.
The following are frequently asked questions (FAQs)¹ concerning support and service for Machine warranties.
The answers provided in this document are based on IBM's standard terms and apply for most countries. Please see the "Country Required Terms" in Part 2 of the IBM Statement of Limited Warranty for any country variances.
- What is the warranty on IBM features, conversions and upgrades to the IBM Machine?
- How will my Machine be serviced during the warranty period?
- How will my Machine be serviced when multiple Service Types are specified?
- What is the telephone and electronic technical support coverage for my Machine?
- What is the response time for On-Site Warranty Service?
- What can I do before I call for warranty service?
- What information do I need to provide when I call for warranty service?
- What is a Customer Replaceable Unit?
- What is a Field Replaceable Unit?
- Can I keep the defective part that is being replaced?
- How can I acquire updates to Machine Code?
- How do I obtain technical support for my Machine?
- What can I do to stay current on product updates or enhancements to my Machine and track changes that could affect its operation?
- What are my options if I want Machine configuration support?
Support and service FAQs
How will my Machine be serviced during the warranty period?
A: IBM or your reseller will inform you of the available types and levels of service for a Machine based on its country of installation. IBM, at its sole discretion, may repair the failing Machine or exchange it.
How will my Machine be serviced when multiple Service Types are specified?
A: When you contact IBM for service, you must follow the problem determination and resolution procedures that IBM specifies. Many IBM machines have more than one service type. IBM will specify the Types of Warranty service available for the machine. The Type(s) of Warranty Service applicable to your Machine are specified in the Statement of Limited Warranty, Part 3 - Warranty Information.
What is the telephone and electronic technical support coverage for my Machine?
A: IBM maintains telephone and electronic technical support coverage 24 hours per day, 7 days per week. Service coverage may vary depending on your location and your service level entitlement. Contact your local IBM representative or your reseller for country and location-specific information.
What is the response time for On-Site Warranty Service?
A: The standard response time for On-site Warranty Service is same day or next business day, but it depends on the Machine and country of installation. Contact IBM or your reseller for further information.
What can I do before I call for warranty service?
A: Many problems can be solved without IBM assistance by reviewing the online help or printed documentation that comes with your Machine. Most Machines come with documentation that contains troubleshooting procedures, explanation of error messages, and information about diagnostic tests that you can perform. If you receive an error code, refer to the error message information in your Machine documentation and follow the instructions provided. If you suspect a software problem, consult the documentation of the operating system or application program.
What information do I need to provide when I call for warranty service?
A: If you did not register your Machine with IBM, you may be required to present proof of purchase to obtain warranty service. In order for IBM to assist you quickly and efficiently, please have the following information ready when you call. Also, if possible, be with your Machine.
- Machine Type, Model and Serial Number
- Description of the problem
- Exact wording of any error messages
- Hardware and software configuration information
What is a Customer Replaceable Unit?
A: Some parts of IBM Machines are designated as Customer Replaceable Units (called "CRUs"). Examples are keyboards, memory, or hard disk drives. IBM will ship CRUs to you for you to install. CRUs are designated as being either a Tier 1 (mandatory) CRU or a Tier 2 (optional) CRU. All CRUs are designed to be installed by customers but Tier 1 CRUs are easier to install than Tier 2 CRUs. Installation of a Tier 1 CRU is your responsibility. If IBM installs a Tier 1 CRU at your request, you will be charged for the installation. You may install a Tier 2 CRU yourself or request IBM to install it, at no additional charge, under the type of warranty service designated for your Machine. If IBM instructs you to return the replaced CRU, you are responsible for returning it to IBM in accordance with IBM's instructions. If you do not return the defective CRU, if IBM so instructs, within 15 days of your receipt of the replacement CRU IBM may charge you for the replacement.
What is a Field Replaceable Unit?
A: IBM Machines may contain parts designated as Field Replaceable Units (called "FRUs"). FRUs are parts that require IBM Service, or service by an IBM reseller, if approved by IBM to perform warranty service.
Can I keep the defective part that is being replaced?
A: No, the parts IBM or your reseller replaces become its property and the replacement parts become yours.
How can I acquire updates to Machine Code?
A: IBM makes Machine Code updates available for Machines that are entitled for IBM Service either under terms of the Machine’s warranty or a post-warranty maintenance Service agreement. For most IBM Machines, you are responsible for downloading designated Machine Code updates from an IBM Internet website or from other electronic media, and following the instructions that we provide. For additional information contact IBM or your reseller. You may request IBM to install Machine Code changes, however, you may be charged for that service.
How do I obtain technical support for my Machine?
A: To obtain technical support for a Machine, contact IBM or your reseller. Local IBM support can be reached by telephone. IBM support can be found on the IBM Support Portal.
What can I do to stay current on product updates or enhancements to my Machine and track changes that could affect its operation?
A: Many Machines provide operation support which you can use to track changes. Documentation may be shipped with the Machine but the most up-to-date information is available on the IBM Support Portal. In addition, many Machines offer the ability to set up a customer profile to assist with ongoing operation and support.
What are my options if I want Machine configuration support?
A: IBM support services are available. These services can be customized to meet your needs and provide a total hardware and software support solution. These services are available from IBM or your reseller at an additional charge.
Additional resources
¹ IBM provides answers to frequently asked questions for informational purposes only. IBM’s warranty and licenses are specified by the terms of their respective agreements; the information in these FAQs does not alter or modify the terms of such agreements or of any other agreement in effect with IBM.
Was this topic helpful?
Document Information
Modified date:
11 November 2022
UID
isg3T1025371