Highlights for IBM ServicePac

• Service Duration:3 Year

Marketing Information

When it comes to installing and maintaining your systems, devices and software environment, you need precise information and fast answers to complicated questions. IBM technical specialists provide expert support, and can help reduce the complexity of implementing your hardware and software solution.

General Information

Manufacturer: IBM Corporation

Manufacturer Part Number: 51J8647

Manufacturer Website Address: www.ibm.com

Service Name: ServicePac

Product Type: Service

Brand Name: IBM

Service Information

Service Type: Technical - Electronic Service

Service Details:

Remote Technical Support Service:

Installation, usage, and configuration questions

Questions regarding IBM Supported Product publications

Diagnostic information review to assist in isolation of a problem cause

code-related problem questions

For known defects, available corrective service information and program fixes which you are entitled to receive

Unlimited calls and callers

Support coverage hours (unless otherwise specified):

• Critical problems (severity 1) - 24x7 - 24 hours a day, seven days a week, including national holidays
• Non-criitical problems (severity 2,3,4) - 9x5 - 8 a.m. to 5 p.m. in the local time zone where you receive the Service, Monday through Friday (excluding national holidays)
• Response time: If not answered live, we will use commercially reasonable efforts to respond to your call within two hours

Provided Support: Installation

Service Availability: 24 Hours/Day x 7 Days/Week

Response Time: 2 Hour

Service Duration: 3 Year

Product Support:

RTS for VMware - Enterprise 4 Sockets:

System x3850 M2 7141 All Models

BladeCenter HS40 8839 All Models

BladeCenter LS42 All Models

BladeCenter LS41 All Models

xSeries 255 8685 All Models

xSeries 360 8686 All Models

xSeries 365 8861 All Models

xSeries 260 8862 All Models

xSeries 3800 8863, 8865, 8866 All Models

System x3850 8864 All Models

xSeries 460 8864 All Models

xSeries 445 8870 All Models

xSeries 460 8872 All Models

System x3950 All Models

System x3755 8877 All Models

System x3950 8878 All Models

Miscellaneous

Additional Information

Determine the business impact (severity) of the problem:

Severity 1: You are completely unable to use your business-critical hardware or operating system. This applies to aproduction system environment which supports either your internal business functions directly, or supports your end-customers directly. This does not apply to a development, testing or staging environment

Severity 2: You are able to use your business-critical hardware or operating system, but the business-critical functions are severely limited

Severity 3: You are able to use your business-critical hardware and software for your business-critical functions, but other functions are unavailable or limited

Severity 4: The problem has very little impact on business-critical operations, or a workaround for the problem has beenfound

Warranty

Physical Characteristics

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