ServicePacs for RSS products

Europe - Last revised on March 11, 2008

Table of Contents

Announcement Letter No. ZS05-0179 dated November 15, 2005.

  • Title
  • Offering Identification
  • Description
  • Executive Overview
  • Offering Description
  • Service Delivery Method
  • Service Level Description
  • Specific Exclusions
  • Availability
  • Highlights
  • Life Cycle Information
  • Miscellaneous
  • Availability by Country
  • Terms and Conditions
  • Unique Terms and Conditions
  • Customer Responsibilities
  • IBM CRU service
  • Announcement Countries

  • Announcement Letter No. ZS05-0179 dated November 15, 2005.

    Last revised on March 11, 2008.

    This Announcement has been updated in the following section:
    - Availability
    - Life Cycle Information

    See final section for details of availability and limitations, if applicable.


    ServicePacs for RSS products

    Offering Identification

    Offering    Product
    Identifier  Name
    6965-12A ServicePacs for RSS products


    Executive Overview

    The IBM ServicePac offers three years on-site repair service for retail systems, including the warranty period. The service takes care of the availability of the customer's IBM Retail Point-of-Sale products. The Package is one of the best methods to protect your investment. The three years care package takes away the requirement to renew the contract annually, easily administrated, competitively priced and reliable maintenance service to minimize downtime of the IT equipment.

    These ServicePacs are available through the same Business Partners who sell the relating IBM hardware. The intention is to enable the Business Partner to offer his customer an "off the shelf" service upgrade at the time the customer purchases the machine.

    The number of unique ServicePacs is kept to a minimum with each ServicePac supporting a number of models. As new machine types are announced in the future, they will be allocated where possible into existing ServicePacs, thereby maintaining the value of the existing ServicePac inventory into the channel.

    To enable the Business Partners to select the correct ServicePac for a particular machine type, a selection guide in available, providing a cross reference list of ServicePacs to applicable machine types.

    The ServicePacs have a part number and are ordered through the standard SAP process. The ServicePac must be registered by the customer within 30 days of its purchase by completing the On-Line registration at

    See "Terms & Conditions" for details of the registration process.

    Offering Description

    IBM Retail Store Solutions products currently have a one year warranty period. These ServicePacs will cover three years of service with the Service Levels as stated below, including the warranty period.

    IBM will perform Problem Determination remotely. You are requested to work with IBM during Problem Determination and perform those activities that IBM may request. The Problem Determination aim is to identify whether the problem resides with your IBM machine or with other machines or software.

    If the Problem Determination result is that your IBM Machine is failing, and non functional, then a service intervention will be started in agreement with the selected Service Level.

    Service Delivery Method

    IBM Onsite Repair (IOR) - Repair performed at Customer site -

    If the product cannot be fixed with the help of remote support, the repair activity is performed by an IBM representative at customer site.

    Note : products are eligible for CRU service unless specified otherwise. Refer to "Customer Responsibilities" for details regarding CRU Service.

    Service Level Description

    At the customer's location, IBM will restore the affected machine to good working order on average within 8 hours from the time the problem was reported to IBM. The restoration of system readiness does not include installation or configuration of system and application software.

    Specific Exclusions

    This service does not cover the repair of damage to the machine caused by failure to provide a suitable environment as prescribed by IBM, accident, disaster, misuse, abuse, non-IBM modifications of the machine, attachment of non-IBM features, or by un-authorised service on the machine.

    IBM does not warrant the loss or corruption of data or programmes.

    The customer is responsible for the reconstruction of lost or corrupted programmes.

    Items classified as consumable supplies or accessories are not covered under this service offering.


    Planned General Availability Date is Nov 22nd, 2005.

    Revised PLET Plan General Availability Date is March 11, 2008


    IBM Maintenance ServicePacs are designed to give the customer an opportunity to purchase high quality upgrade services for their IBM hardware.

    Life Cycle Information

                                           Marketing   Replaced
                   Announced   Available   Withdrawn   By         Replaces:
                   ---------   ---------   ---------   --------   ---------
    Original       2005/11/22  2005/11/22      N/A       N/A         N/A
    Latest Update  2008/03/11  2008/03/11      N/A       N/A         N/A


    Availability by Country

    Germany   Czech Republic

    Terms and Conditions

    Unique Terms and Conditions

    For applicable fees or discounts, please refer to your local IGS BPA exhibits for Distributor And Non-Distributor Business Partner which form part of the Terms and Conditions of the IBM Business Partner Agreement.

    Customer Responsibilities

    The customer should retain his ServicePac Registration and Confirmation e-mails as a record of his contract and IBM Support Centre telephone numbers.

    The customer must provide a suitable working area, clean and well lit, to allow disassembly and reassembly of the IBM machine.

    The customer is responsible for the reconstruction of lost or corrupted programmes. Items classified as consumable supplies or accessories are not covered under this service offering.

    Prior to placing a call for service the customer should:

    • Follow the problem determination procedures provided with the machine

    • Take appropriate steps to safeguard all programmes and/or data contained within the machine before service is provided.

    • Ensure in the case of On-Site Service, that the Machine for repair is in a safe working environment for the Service Engineer.

    IBM CRU service

    If the product cannot be fixed with the help of remote support and if the identified failing component is a Customer Replacement Unit (CRU), IBM will ship CRU parts to the customer for replacement. If IBM instructs the customer to return the replaced CRU, customer is responsible for returning it to IBM in accordance with IBM's instructions. If customer does not return the defective CRU, if IBM so instructs, within 30 days of receipt of the replacement CRU, IBM may charge the customer for the replacement. For other failing components, the repair activity is by IBM according to the selected service delivery method.

    Announcement Countries

    Announcement is restricted to the following countries: Germany, Czech

    The data in this letter is subject to the disclaimer in Letter ZS90-0112, which is available from the same IBM announcement letters database.

    This announcement is provided for your information only. For additional information, please contact your IBM Representative or IBM Business Partner as appropriate.

    ************ End of Document ************

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