IBM Hardware Maintenance Operational Guide

Transcription

1 IBM Hardware Maintenance Operational Guide v 3.20 Latest review November, 02nd, 2010 IBM HWMOG v3.20 1

2 Document scope This document is to be used as a reference for all standard Hardware maintenance contracts between the Customer and IBM. It defines the service delivery characteristics and the available standard maintenance options and combinations. Usage of this document is required to ensure that all countries in Northeast IOT, Southwest IOT and CEE/MEA GMTs use the same consistent wording when proposing Hardware Maintenance contracts. It should be noted that contracts signed before the date of this Operational Guide may refer to service levels and descriptions which are no longer included in this up-to-date version of Operational Guide. 1. Document History V2.0 06/08/2004 Final approved version V2.1 06/09/2004 Inclusion of Document scope and history sections V2.2 12/10/2004 Included CHIS usage guidance and notes for contract preparer V2.3 19/10/2004 Updated CHIS usage guidance V2.4 22/10/2004 Updated scope with comment FINAL version for deployment. V3.0 25/02/2005 Draft inclusion of new updates for the new deployment version V3.1 05/04/2005 Updated Coverage hours in table V3.2 19/04/2005 Reviewed after discussion with C&N version V3.3 20/04/2005 Suggested wording updates from Steve Nuttall V3.4 14/06/2005 Updated SLC table to include latest updates and Committed Services SLCs V3.5 20/07/2005 Included wording update in section 6.2 V3.6 01/09/2005 Updated SLC tables to align with CHIS setup V3.7 05/10/2005 Included Committed Services definitions and other minor wording changes V3.8 13/10/2005 Accepted all the previous updates and highlighted only the latest changes V /01/2006 Final draft with latest updates V /01/2006 Legal requirements included V /01/2006 Applied more changes to adapt the latest updates V /01/2006 Included updates proposed from Hermann, and made a quality check V /01/2006 Finalization of the document V /02/2006 ServicePac Response Time Section added (6.2) replacing preceding note V /03/2007 Service Delivery Method update suggested by Lynn Gault V /04/2007 Normalize document formats Update CRU and machine return time from 30 days to 15 days to reflect the last SoLW Z V /09/2010 Full document review. Refresh and update SLC. Clarification of some statements. Introduction of Warranty SOW URL and removal of non standard Hardware Maintenance SDM for IBM servers IBM HWMOG v3.20 2

3 TABLE OF CONTENTS 1. Document History Definitions Warranty and Maintenance Definitions Warranty Service (WS) Maintenance Service (MS) Warranty Service Upgrade (WSU) Committed Services (CS) ServicePac specifics Customer Replaceable Units CRU Definition CRU Warranty Service CRU Maintenance Service Service Delivery Methods (SDM) Response Time definitions Response Time Types Response Time Objectives Hours of Cover Handling of a Customer Service Request Available Service Levels...8 IBM HWMOG v3.20 3

4 2. Definitions MTS - means the IBM Services Product Line Maintenance and Technical Support. 3. Warranty and Maintenance Definitions 3.1 Warranty Service (WS) The Warranty Service for a given machine type/model is determined by the IBM product division from a predefined set of Warranty Service options. Each warranty service option is defined by a combination of: duration of warranty service: Expressed in months or years (Warranty Period) Hours of cover per day and days per week applicable Service Delivery Method (SDM) of warranty service a type and level of response time target (e.g. a target onsite response time ) Only one Warranty Service option is available per machine type/model. The eligibility of the Warranty Service is defined at the time of purchase for the IBM CSU products and installation date for IBM Install products. More information on IBM Machines warranties and license information is available at URL ibm.com/systems/support/machine_warranties/ 3.2 Maintenance Service (MS) The Maintenance Service for a given machine type/model is determined by MTS Technical Support Services Planning Group from a predefined set of Maintenance Service options. Each Maintenance Service option is defined by a combination of: Hours of cover per day and days per week an applicable Service Delivery Method (SDM) a type and level of response time target (e.g. a target onsite response time) Maintenance service on a given IBM product can only commence after the Warranty Service has expired Only one Maintenance Service option can be applied per machine type/model at any given time 3.3 Warranty Service Upgrade (WSU) Warranty Service Upgrades are available to enhance the level of service from the Warranty Service associated with the machine type/model and can include single elements or a combination of: upgraded Service Delivery Method (SDM) higher level of target onsite response time extended hours and days of cover The Warranty Service Upgrade acquired for a given IBM product must co-terminate on the same date as the Warranty Service of that IBM product. 3.4 Committed Services (CS) Committed Service Levels are available to enhance the level of service from the Warranty or Maintenance service associated with the IBM product. The Service Upgrade options are as follows: CNT (Contact Time) ORT (Onsite Response Time with parts) FXT (Fix Time) The above Service Upgrade options are based upon a maximum specified timeframe during hours of cover and measured from call registration time. Failure by IBM to achieve such commitments may result in the payment to the Customer of service credits. The availability of Service Upgrade options may differ upon Customer geographic location. 3.5 ServicePac specifics ServicePacs are available for a wide range of IBM products. They are designed to offer WSU, MS with or without Commitment, for a pre-defined period. A ServicePac including both WSU and MS is referred to as a WAMO (Warranty And Maintenance Option) ServicePac. IBM HWMOG v3.20 4

5 4. Customer Replaceable Units 4.1 CRU Definition Customer Replaceable Units (CRUs) are machine components which can be replaced by a non technical person. IBM identifies CRUs as either Tier 1 or Tier 2. For Tier 1 CRUs, during the warranty period, unless stated otherwise, the Customer is responsible for replacing a failing unit with an IBM supplied replacement unit. If the Customer requests IBM to install the CRU then this will be separately charged. For Tier 2 CRUs, the Customer may either install the replacement unit him/herself or request IBM to perform the installation at no additional charge. CRU information and replacement instructions are shipped with the machine and are available from IBM at any time at the Customer s request.cru replacement by IBM under maintenance service depends on the Service Delivery Method selected by the Customer. For a machine entirely composed of CRUs the service delivery method assigned is Customer Unit Replacement (CUR). 4.2 CRU Warranty Service If the machine cannot be fixed with the help of IBM remote support, and if the identified failing component is a mandatory Customer Replaceable Unit (Tier 1 CRU), IBM will ship a CRU to the Customer for replacement by the Customer. If IBM instructs the Customer to return the defective CRU then Customer is responsible for returning it to IBM in accordance with IBM's instructions. If Customer does not return the defective CRU, as per IBM instructions, within the indicated maximum timeframe after receipt of the replacement CRU, then IBM may charge the Customer for its cost and handling. The same process is applicable for optional CRU (Tier 2 CRU) unless the Customer has requested IBM to service via the warranty in place for the machine. 4.3 CRU Maintenance Service If a machine contains one or more Customer Replaceable Units then the Customer may select either a maintenance service including CRU replacement by IBM or a service where Customer is responsible for CRU replacement. If the Customer has selected to replace CRUs then the Service Delivery Method assigned is defined as limited. The delivery and return process is as described above under CRU Warranty Service. 5. Service Delivery Methods (SDM) The following Service Delivery Methods (SDM) are available: IBM On-site Repair (IOR) - If the machine cannot be fixed with the help of IBM remote support, the repair activity is performed by an IBM representative at the Customer s site. Note: This service includes replacement of CRU components, Tier 1 and Tier 2, by IBM. IBM On-site Repair Limited (IOL) Service is the same as IBM On-site Repair (IOR) above with the exception that the Customer is responsible for replacement of Tier 1 CRUs and may optionally request IBM to install Tier 2 CRUs. IBM Courier Exchange (ICE) - If the machine cannot be fixed with the help of IBM remote support, the defective machine is exchanged for a machine in good working order by an IBM designated courier. The Customer is responsible to disconnect the defective machine, swap all features and consumables not part of the base machine and activate the replacement machine. Customer On-site Exchange (COE) - If the machine cannot be fixed with the help of IBM remote support, a machine in good working order is sent to the Customer s site so that the Customer can replace the failing machine. The Customer is responsible to disconnect the defective machine, swap all features and consumables not part of the base machine, activate the replacement machine and return the defective machine to IBM in accordance with IBM's instructions. If Customer does not return the defective machine, as IBM instructs, within the indicated maximum timeframe, after receipt of the replacement machine, IBM may charge the Customer for the replacement machine that was delivered to them in good working order. Customer Unit Replacement (CUR) IBM HWMOG v3.20 5

6 If the machine is entirely composed of CRUs and the machine cannot be fixed with the help of IBM remote support, then IBM will ship a CUR to the Customer for replacement by the Customer as described under the section Customer Replaceable Units. IBM Courier Repair (ICR) - If the machine cannot be fixed with the help of IBM remote support, an IBM designated courier will collect the defective machine and return the repaired machine to the Customer s site. The Customer is responsible to disconnect and reactivate the machine. Customer Carry in Repair (CCR) - If the machine cannot be fixed with the help of IBM remote support, the Customer is responsible to disconnect and bring the failing machine to an IBM designated location (a depot or Service Centre). Once the machine is repaired by IBM, the Customer is then responsible to take the machine back from the designated location and reactivate it. Customer Carry in Repair of machines is accepted only during the opening hours of the designated location, usually Monday to Friday excluding national holidays. 6. Response Time definitions A response time specifies the duration of a service response. The response time provides the Customer with either an indication of the average duration - for standard services - or a maximum duration - for committed services. The response time is calculated within the applicable hours of cover for the service, irrespective of Customer's call time. 6.1 Response Time Types For a given Service Delivery Method one or more of the following response time types can apply: Contact Time (CNT) is the period of time between when the Customer s service request is registered in IBM s Call Management System and when the Customer is contacted by a qualified representative as a first step of problem determination or resolution. In some cases a Service Request is handled with a live call transfer from IBM s Request Centre to a qualified representative. These cases are specified with a 0.2 hr Contact Time starting when the Customer receives their incident number. On-site Response Time (ORT) - of service representative and parts - is the period of time between the Customer's service request registration in IBM's Call Management System and the service representative arriving at the Customer s location for repair/exchange where the agreed action plan deems an onsite response or courier is required Fix Time (FXT) is the period of time between the Customer's service request registration in IBM's Call Management System and restoration of the failing machine to its technical specifications as detailed by the manufacturer (Applies only to IOR). Turn Around Time (TAT) is the period of time between: the Customer placing the failing machine at an IBM designated location and the availability of the repaired machine for pick up at the designated location by the Customer (for CCR service); or the end of remote problem determination of the service request by the IBM Support Centre and the return of the repaired machine at the Customer s site (for ICR service). Parts Arrival Time (PAT) is the period of time between the Customer's service request registration in IBM's Call Management System and the arrival of the part, required to restore the defective machine to working condition, at the Customer s machine location. 6.2 Response Time Objectives Target Response Time: Target Response Times indicate the average duration of a service response. Target Response Times are expressed in business days as follows: SBD : Same Business Day NBD : Next Business Day 2BD : Second Business Day XBD: Others X Business Day IBM HWMOG v3.20 6

7 Target Response Times depend on the time the service request is registered. For all Service Requests placed by the Customer, the Latest Call Registration (LCR) applies and indicates the latest time at which IBM can register a call in order to achieve the Target Response Time. (*) When a SBD Response Time target is combined with 24x7 Hours of Cover (refer to section 7), calls will be served with an average of 6 hours response after their registration in IBM s Call Management System. It should be noted that average targets are set for guidance only and that actual times will vary by complexity of service request. Specifics of ServicePacs 4 hour On-site Response Time targets The 4 hour On-Site Response Time of some ServicePacs is defined as the time period from when the agreed action plan deems an onsite response is required and the service representative arriving at the Customer s location for repair. This 4 hour period is in addition to the average problem determination time of 2 hours from call placement for both parties to determine problem and define the required action plan. Committed Response Time: Committed Response Times indicate the maximum duration of a service response. Committed Response Times are expressed in business hours or days. Service levels available will vary based on country and product. A full list of SLC s (Service Level Codes) are detailed on web page: 7. Hours of Cover Hours of Cover defines IBM s operational hours during which Maintenance or Warranty Service support is provided to the Customer according to the entitled service level. Independent of the defined hours of cover, the Customer is able to place a service request 24x7 either by voice or electronically, however IBM will only action this service request during the applicable Hours of Cover. Hours of Cover are based on the time zone of the country/geography where the machine is located. The Hours of Cover, starting and finishing, times may vary by country due to local customs. 9x5 coverage 9 hours per day, Monday through Friday, excluding public & national holidays; 11x5 coverage 11 hours per day, Monday through Friday, excluding public & national holidays; 18x6 coverage 18 hours per day, from 06:00 to 24:00, Monday through Saturday, excluding public & national holidays; 24x7 coverage 24 hours per day, 7 days per week, 365 days per year. Note 1: in Israel the Hours of Cover for 9x5 and 11x5 are defined according to their normal working week starting on Sunday and ending on Thursday. The 18x6 coverage in Israel is defined as starting on Sunday and ending on Friday. Note 2: in Egypt the Hours of Cover for 9x5 and 11x5 are defined according to their normal working week starting on Sunday and ending on Thursday. The 18x6 coverage in Egypt is defined as starting on Saturday and ending on Thursday. 8. Handling of a Customer Service Request A service request received by IBM is recorded in the IBM Call Management System and after verification of service entitlement against contracted service, routed to the appropriate Support Centre. IBM will perform problem determination remotely. The Customer is required to work with IBM during problem determination and to perform those activities that IBM may request. The objective of problem determination is to identify whether the problem resides with the IBM machine covered by the contracted service or with other machines or software. If the problem determination result is that the failing machine is covered by the contracted service, then repair service will be started in accordance with the contracted Service Level. IBM HWMOG v3.20 7

8 9. Available Service Levels The Service Levels are described as a combination of Service Delivery Method, Response Time and Hours and Days of Cover making a Service Level Code (SLC). Availability of Service Levels may vary by country and/or contract. A list of available Service Levels can be found at the following IBM internet address: IBM HWMOG v3.20 8