IBM Support

Warranty and Maintenance Support Services for IBM DataPower and MQ Appliances Machine Types (M/T) 8441 (X2) and 8496 (X3)

Product Lifecycle


Abstract

Warranty and Maintenance Support Services offer simple yet flexible support to supplement your IT support staff skills for Machine Types 8441 and 8496.

Content

With Technical Support, your IT staff will receive:
  • Electronic access to IBM's technical support knowledge bases search including enhanced self-help and search capabilities available via the IBM Software Support Web site
  • Access to technical product specialists for investigating configuration and firmware issues
  • Access to latest firmware upgrades

Notes:
  • Consult your support contract for details.
  • Machine Type 8441 and 8496 are purchased using Passport Advantage (PA) and the support renewals purchased on PA automatically include both firmware and hardware coverage.

Technical Support highlights

Technical Support provides you with:
  • Remote problem analysis and assistance based on maintenance offering purchased
  • Assistance with identifying the failing product/component
  • Support for firmware and hardware problems including firmware updates, firmware fault fixing, as well as hardware diagnoses and replacement service
  • Support for routine, short duration installation and usage questions

For additional information see the Appliance Support Handbook

Maintenance Offerings

Machine Type 8441 and 8496 offers the following levels of support and is available in one or three year coverage periods.

Standard Maintenance Level
Machine Types: 8441, 8496
  • Hardware:
    • 24x7 emergency contact for problem determination
    • Machine exchange support (parts only)
    • Next business day (target) shipment of Customer Replaceable Units (CRU) appliance or parts based on parts availability and address confirmation.
      CRU Parts are installed by customer.
    • Installation of Field Replaceable Unit (FRU) parts during business hours.
      This includes internal components such as Memory, raid controller etc.
    • Parts provided may be new or refurbished
    • Appliance information and case creation
       
  • Optional Offerings: (See your account team for pricing and ordering information)
    • IBM Hardware Business Critical:
      • Machine and parts exchange support including delivery and installation
      • Same day appliance replacement based on parts availability with a four hour target after the support team has confirmed the part failure, received the contact/address information and placed the service request
      • Installation of Field Replaceable Unit (FRU) parts 24x7 upon request.
      • Upon request CRU parts may be replaced by IBM engineer pending parts availability.
      • Parts provided may be new or refurbished
      • Due to the secure nature of the appliance the IBM engineer cannot perform configuration of a replacement appliance.
        The initial configuration using the serial console is the clients responsibility
    • Media Drive Retention
      • Allows for the hard drives and persistent memory to be kept by the client including.
        hard drive or SSD's
        Internal encrypted memory
        HSM module (53X model only)
      • IBM SSR to remove the internal encrypted memory if the appliance is replaced


Warranty: Machine Type 8441, 8496

One year Hardware Next Business Day and one year Firmware Remote Support
  • Hardware Warranty Terms:
    • 24x7 emergency contact
    • Machine exchange support (parts only)
    • Next business day (target) shipment of hardware replacement or parts based on parts availability and address confirmation.
      Parts are installed and the failed part returned by the customer.
    • Installation of FRU parts during business hours.
    • Parts provided may be new or refurbished
    • Appliance information and case creation
  • Firmware Warranty Terms:
    • Support is available for 24x7 emergency calls
    • Telephone/online meeting support
    • Firmware upgrades
    • Limited usage support
Notes:
  • The hardware replacement process starts once the IBM DataPower Gateway support team determines an appliance or part failure is due to a failed hardware component and the replacement form including shipping information with serial number has been received and confirmed by the support team.
  • Replacement parts may be new or refurbished.

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Document Information

Modified date:
15 September 2023

UID

swg21254180

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