3 Year - Technical - Electronic Service
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Product Information for IBM ServicePac
Highlights for IBM ServicePac
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 InformationManufacturer: IBM CorporationManufacturer Part Number: 51J8647Manufacturer Website Address: www.ibm.comService Name: ServicePacProduct Type: ServiceBrand Name: IBM
Service InformationService Type: Technical - Electronic ServiceService Details:
Remote Technical Support Service:Installation, usage, and configuration questionsQuestions regarding IBM Supported Product publicationsDiagnostic information review to assist in isolation of a problem causecode-related problem questionsFor known defects, available corrective service information and program fixes which you are entitled to receiveUnlimited calls and callersSupport coverage hours (unless otherwise specified):
Provided Support: InstallationService Availability: 24 Hours/Day x 7 Days/Week Response Time: 2 HourService Duration: 3 YearProduct Support:
- 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
RTS for VMware - Enterprise 4 Sockets:System x3850 M2 7141 All ModelsBladeCenter HS40 8839 All ModelsBladeCenter LS42 All ModelsBladeCenter LS41 All ModelsxSeries 255 8685 All ModelsxSeries 360 8686 All ModelsxSeries 365 8861 All ModelsxSeries 260 8862 All ModelsxSeries 3800 8863, 8865, 8866 All ModelsSystem x3850 8864 All ModelsxSeries 460 8864 All ModelsxSeries 445 8870 All ModelsxSeries 460 8872 All ModelsSystem x3950 All ModelsSystem x3755 8877 All ModelsSystem x3950 8878 All Models
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 environmentSeverity 2: You are able to use your business-critical hardware or operating system, but the business-critical functions are severely limitedSeverity 3: You are able to use your business-critical hardware and software for your business-critical functions, but other functions are unavailable or limitedSeverity 4: The problem has very little impact on business-critical operations, or a workaround for the problem has beenfound