| Q. |
My PC comes with a 3 year warranty and most of the service options available are for three years. Does this give me six years of service coverage? |
| A. |
No. The service options begin on the same day as the product warranty and provide you with three years parts and labour at the level of service response you've selected. For example, some IBM desktop PCs come with a three year warranty where the first year is on-site 9x5 next business day service with coverage for parts and labour and years two and three of the warranty are carry-in service with coverage for parts only. Purchasing a 3 year, 9x5 next business day service option upgrades the service you receive during your product warranty to on-site service with coverage for parts and labour for the full three years. |
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| Q. |
How does purchasing a SystemCare for warranty and maintenance options change my product warranty? |
| A. |
It doesn't. The SystemCare options provide you with a separate service agreement in addition to your product warranty. The option you select may provide a higher level of service than your product warranty or give you service coverage beyond the product warranty period, however this agreement does not change the terms and conditions of your original product warranty in any way. It simply provides incremental service above and beyond the standard limited product warranty. |
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| Q. |
If I purchase 24x7 service with 4 hour response for my Netfinity server, will IBM guarantee my server will be fixed in 4 hours? |
| A. |
No. Service levels are response objectives and are not guaranteed. IBM has a state of the art service delivery system that helps us identify and coordinate the resources needed to support our service response objectives. We measure actual service delivery performance against our response objectives and we meet them a high percentage of the time. But because service delivery can include variable and unpredictable factors, such as travel delays and parts constraints, we do not guarantee service response. Service response is measured from the time IBM completes the remote hardware problem determination on your machine (at which time the service call is scheduled) to the time the service technician arrives at your location. |
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| Q. |
I've purchased on-site service for my ThinkPad. My office is in an eligible location, but what happens if the city I'm travelling to isn't eligible for on-site service? |
| A. |
SystemCare offerings are valid only in the country of purchase. If you ’re in a location within the country of purchase that isn’t eligible for on-site ThinkPad service, we will not be able to provide on site service. You are requested to carry the ThinkPad to nearest IBM service center. |
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| Q. |
When I needed a new display for my ThinkPad I had to send it to the depot for this repair even though I'd purchased an on-site SystemCare option. Why? |
| A. |
IBM wants to repair your machine in the most effective and efficient way possible. Experience has shown that certain repairs, such as replacement of the LCD or other components, are difficult to execute in the field. The depot repair centre provides a controlled environment where specialised resources are readily available to quickly repair certain ThinkPad problems, which ultimately provide you with a more reliable service. |
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| Q. |
Are monitors covered as part of the SystemCare for my desktop PC? |
| A. |
Yes. For commercial desktops, Intellistations, network stations and consumer desktops the attached IBM monitor are included as part of the warranty and maintenance option.
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| Q. |
Why is the 24x7 service with 2 hour response for servers only offered in selected locations? |
| A. |
We offer this level of service only in those areas where we can maintain the right skills and resources that enable us to meet this service objective the majority of the time. |
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| Q. |
I have an IBM product that isn't covered by a SystemCare offering. Why? |
| A. |
We introduced this SystemCare in August 1997 with coverage for a core group of PC products. We've gradually added products to this group over time. Generally speaking IBM may add products based on marketplace demand for service, our ability to provide service coverage and whether or not a packaged service offering is well suited to that particular product. Certain products may not meet the criteria to be covered by a SystemCare offering. |
