IBM ServicePac for Essential Support Maintenance Services

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1 IBM Maintenance Services for Warranty and Maintenance Options IBM for Essential Support Maintenance Services Supported Products List April 26, 2011

2 IBM for Essential Support Maintenance Services Overview 1 or 2-year maintenance agreement for post-warranty hardware service including parts and labor. Simple, cost-effective way to add maintenance services and enhance the availability of your IBM equipment. Choice of service levels, ranging from depot to 24x7 service. Telephone access to technical support specialists 7 days a week, 24 hours a day. Expert problem determination over the phone, that can resolve up to 30 percent of service calls on the spot. To purchase an IBM MA, call toll free SHOP-IBM, visit ibm.com, or contact your IBM Business Partner. 2

3 MA or warranty service upgrade? Which service coverage is right for me? If you have an IBM machine that is out of warranty, OR you have an existing warranty service upgrade (WSU) or maintenance agreement that is about to expire, then postwarranty maintenance (MA ) is right for you. If you have an IBM machine that is still within its original warranty period, then you can upgrade your service with a WSU. For details on Post Warranty coverage, please visit: Purchase eligibility MA may be added to a machine Having no present service coverage (not under warranty, no warranty service upgrade)*. Prior to expiration of a current WSU. Prior to expiration of a current MA. MA s will not automatically renew upon expiration. To continue service, additional purchase and activation is required. The term will then be extended either one or two years (depending on length purchased) from the current MA end date at the requested level of service. Service will not take effect until the the current MA expires. * IBM reserves the right to inspect any machine not under current service to verify that the machine meets acceptance criteria. 3

4 s of service for Post-Warranty Maintenance Service IBM onsite repair (IOR) EasyServ depot repair IBM onsite exchange (IOE) EasyServ exchange A service technician will come to your location for equipment repair. A courier will pick up your failed equipment and deliver it to our depot repair center. Our objective is to repair it within 12 hours of arrival. s arriving at the depot in the morning are scheduled to be repaired and shipped back to you on the same day. A service technician will come to your location with a replacement machine and perform the equipment exchange. A courier will deliver a replacement machine to you in exchange for your failed machine. IBM will ship the replacement the same day the service call was received, with next day delivery. If the service call is received after 8:00 p.m. (EST), the replacement machine will be shipped the following business day. Uninstallation of the failed machine and installation of the replacement machine is a customer responsibility. The replacement packaging will include shipping instructions on how to return the failed machine using the same carton that contained the replacement. All shipping and handling is paid for by IBM. Service response* times 24x7x2 hour 24x7x4 hour 9x5x4 hour 9x5 next business day A service technician is scheduled to arrive at your location within two hours after remote problem determination is completed. We provide service around the clock, every day, including IBM holidays. A service technician is scheduled to arrive at your location within four hours after remote problem determination is completed. We provide service around the clock, every day, including IBM holidays. A service technician is scheduled to arrive at your location within four business hours after remote problem determination is completed. We provide service from 8:00 a.m. to 5:00 p.m. in your local time zone, Monday through Friday, excluding IBM holidays. If after 1:00 p.m. it is determined that onsite service is required, you can expect the service technician to arrive the morning of the following business day. For non-critical service requests, a service technician will arrive by the end of the following business day. A service technician is scheduled to arrive at your location on the business day after we receive your call, following remote problem determination. We provide service from 8:00 a.m. to 5:00 p.m. in your local time zone, Monday through Friday, excluding IBM holidays. * IBM's ability to meet response times is dependent on many factors, including but not limited to parts availability, service location, service-contract terms and the time of day the service call is received. 4

5 Service option availability by hardware type IBM's ability to meet response times is dependent on many factors, including but not limited to parts availability, service location, service-contract terms and the time of day the service call is received. Service Options 1 IOR 24x7x2 hour 3 IOR 24x7x4 hour IOR 9x5x4 hour IOR 9x5/next business day EasyServ depot repair IOE 24x7x2 hour 3 IOE 24x7x4 hour IOE 9x5x4 hour IOE 9x5/next business day EasyServ exchange Notebooks Repair Options (IOR = IBM onsite repair) Exchange Options (IOE = IBM onsite exchange) Desktops & Workstations IBM Hardware Monitors Servers Server peripherals 2 1 Service options may vary by machine type and/or model. 2 Only non-configured server peripherals are eligible for post-warranty maintenance agreements. 3 24x7x2 hour service is available in select metropolitan locations only. 5

6 Limitations of service Maintenance agreements for post-warranty hardware service will not automatically renew. Service cannot be prorated, refunded or transferred. MUST BE ACTIVATED after purchase in order to use the service. Service activation is required immediately following purchase (within 30 days). type, model and serial number will be necessary for activation and registration. Prices are subject to change without notice. Services are available for machines normally used for business, professional, or trade purposes, rather than personal, family or household purposes. Not all machine types and models are covered. If the machine problem turns out to be a Customer Replaceable Unit (CRU), IBM will express ship the part to you for quick replacement. External peripherals, such as racks, tape drives, and channel controllers, require their own, separate service coverage, they are not covered under the attached machine. For ThinkPad notebooks requiring LCD or other component replacement, IBM may choose to perform service at the depot repair center. Service does not cover accessories, supply items and certain parts such as batteries, frames and covers. IBM performs hardware problem determination to the component level. For non-ibm components the customer must provide the replacement part and IBM will provide the labor to replace it. If IBM has a Technical Support Agreement with the manufacturer, procurement and cost of the replacement part may also be included. MA can only be ordered for machines that were released and purchased in the United States. MA is available only for the machines listed in the supported products list. Only non-configured server peripherals are eligible for post-warranty maintenance agreements. 6

7 Locations eligible for specific service options Onsite 24x7x2 hour service for servers and server peripherals will be provided within a 50-mile radius of the cities indicated on the list below, based on zip code. The center point is identified by the zip code where city hall is located. All zip code zones that fall within a 50-mile radius of this center point will be eligible. You can determine if a location is within this 50-mile zone by entering the zip code of the location in question, and the nearest zip code from the list below, by using Zip Find. Zip Find can be found on the Internet at: Akron, OH Albuquerque, NM Allentown, PA Atlanta, GA Austin, TX Baltimore, MD Baton Rouge, LA Birmingham, AL Boston, MA Bridgeport, CT Buffalo, NY Charlotte, NC Chicago, IL Cincinnati, OH Cleveland, OH Columbia, SC Columbus, OH Dayton, OH Denver, CO Detroit, MI Fort Worth, TX Greensboro, NC Harrisburg, PA Hartford, CT Honolulu, HI Houston, TX Indianapolis, IN Jacksonville, FL Kansas City, MO Las Vegas, NV Los Angeles, CA Louisville, KY Memphis, TN Miami, FL Milwaukee, WI Minneapolis, MN Nashville, TN New Orleans, LA New York, NY Newark, NJ Norfolk, VA Oklahoma City, OK Omaha, NE Orlando, FL Philadelphia, PA Phoenix, AZ Pittsburgh, PA Portland, OR Providence, RI Raleigh, NC Richmond, VA Rochester, NY Sacramento, CA Salt Lake City, UT San Antonio, TX San Diego, CA San Francisco, CA San Jose, CA Seattle, WA St. Louis, MO St. Paul, MN St. Petersburg, FL Syracuse, NY Tacoma, WA Tampa, FL Toledo, OH Virginia Beach, VA Washington, DC West Palm Beach, FL Wilmington, DE

8 Equipment Part Number IBM Essential Support - Maintenance System x3250 M YR IOR 9x5 NBD, plus 1 year base software support, 84Y1284 $455 1YR IOR 24x7 4 Hour, plus 1 year base software support, 84Y1264 $555 System x YR IOR 9x5 NBD, plus 1 year base software support, 84Y1285 $562 1YR IOR 24x7 4 Hour, plus 1 year base software support, 84Y1265 $715 System x3250 M YR IOR 9x5 NBD, plus 1 year base software support, 84Y2304 $410 1YR IOR 24x7 4 Hour, plus 1 year base software support, 84Y2303 $485 System x YR IOR 9x5 NBD, plus 1 year base software support, 84Y2296 $588 1YR IOR 24x7 4 Hour, plus 1 year base software support, 84Y2295 $755 xseries x YR IOR 9x5 NBD, plus 1 year base software support, 84Y2296 $588 1YR IOR 24x7 4 Hour, plus 1 year base software support, 84Y2295 $755 Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: Prices provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. 8

9 Equipment System x3200 M Y1283 $402 84Y1263 $475 System x Y1292 $1,795 84Y1272 $2,395 xseries x Y2253 $1,395 84Y2252 $1,795 System x Y1294 $1,461 84Y1274 $1,895 System x3755 M Y5336 $1,295 91Y5335 $1,645 System x3850 M2, x3950 M Y1292 $1,795 84Y1272 $2,395 9

10 Equipment System x3200 M Y1283 $402 84Y1263 $475 System x3400 M Y2281 $692 84Y2280 $825 System x3400 M Y2281 $692 84Y2280 $825 System x3500 M System x3500 M Updates are highlighted and underlined in blue. Deleted items are highlighted in red. * type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: Prices provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. 10

11 Equipment BladeCenter HS22 BladeCenter HS22V Y1286 $625 84Y1266 $725 BladeCenter HX Y2420 $625 84Y2419 $725 BladeCenter LS Y1286 $625 84Y1266 $725 BladeCenter LS Y1293 $795 84Y1273 $895 xseries x Y2310 $580 84Y2309 $655 System x Y Y1267 $1,175 11

12 Equipment System x3550 M3 System x3550 M System x3650 M3 System x3650 M System x Smart Analytics N21 N2X N41 N4X N51 N5X N61 N6X 1 Year Essential Support 9x5 Next Business Day Response 1 Year Essential Support 24x7 4 Hour Response 91Y Y5548 Smart Analytics N31 N3X 1 Year Essential Support 9x5 Next Business Day Response 91Y5571 $4,421 1 Year Essential Support 24x7 4 Hour Response 91Y5570 $6,425 12

13 Equipment System x3500 M BladeCenter LS Y1291 $692 84Y1271 $825 System x

14 Equipment System x System x Y1290 $1,325 84Y1270 $1,775 System x System x System x System X3620 M Y Y8348 $700 $800 14

15 Equipment System X3620 M Y Y8348 $700 $800 System x System x System X3690 X YR IOR 24x7 4 Hour, plus 3 year base software support, 88Y Y8327 BladeCenter HS Y1291 $692 84Y1271 $825 BladeCenter HC Y1282 $405 84Y1262 $480 15

16 Equipment BladeCenter HS Y1282 $405 84Y1262 $480 BladeCenter HS Y1282 $405 84Y1262 $480 xseries x Y2296 $588 84Y2295 $755 xseries x Y2296 $588 84Y2295 $755 xseries xseries

17 Equipment xseries XSeries xseries xseries 130,135,300, Sapphire xseries Y1290 $1,325 84Y1270 $1,775 xseries

18 Equipment xseries xseries Y1290 $1,325 84Y1270 $1,775 xseries 130,135,300, xseries 130,135,300, xseries Updates are highlighted and underlined in blue and deleted items are in red * type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: ibm.com/sales/gss/download/spst/servicepac/Prices provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. 18

19 Equipment Blade Server Y1291 $692 84Y1271 $825 xseries x Y2319 $1,130 84Y2318 $1,395 xseries 335 xseries xseries xseries Updates are highlighted and underlined in blue and deleted items are in red * type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: ibm.com/sales/gss/download/spst/servicepac/Prices provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. 19

20 Equipment xseries Y1290 $1,325 84Y1270 $1,775 BladeCenter HS Y1291 $692 84Y1271 $825 BladeCenter JS Y1291 $692 84Y1271 $825 xseries xseries Updates are highlighted and underlined in blue and deleted items are in red * type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: ibm.com/sales/gss/download/spst/servicepac/Prices provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. 20

21 Equipment xseries Y2296 $588 84Y2295 $755 Blade Center LS Y1291 $692 84Y1271 $825 Blade Center HS Y1291 $692 84Y1271 $825 xseries x Y2317 $1,085 84Y2316 $1,330 xseries x Y2317 $1,085 84Y2316 $1,330 Updates are highlighted and underlined in blue and deleted items are in red * type, model and serial number are needed for activation. Only available for machines released and purchased in the United States. Eligible machine types, models, features and list pricing are subject to change without notice. This document is published once a month. For the most recent product and pricing information, please check the Product Selector Tool which is accessible at: ibm.com/sales/gss/download/spst/servicepac/Prices provided in this document are for informational purposes only and are subject to change. IBM's official pricing is provided through IBM product announcements and not through this document. 21

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