IBM Support

Glossary of terms


Below is a glossary of terms, common vocabulary and definitions of terminology used in the Statement of Limited Warranty intended to provide clarity.

The definitions provided in this document are based on IBM's standard terms and apply for most countries. Please see the "Country Required Terms" in Part 2 of the IBM Statement of Limited Warranty for any country variances.


# Numbers


9x5 Next Business Day Service   A service technician is scheduled to arrive on-site on the next business day after receiving your call, following problem determination, if IBM determines on-site service is required. Business day is typically 8 A.M. to 5 P.M. local time, Monday through Friday, excluding holidays. The 9x5 designation represents 9 hours per day, 5 days per week.  
9x5 Same Business Day Service   A service technician is scheduled to arrive on-site within 4 hours after receiving your call, following problem determination, if IBM determines on-site service is required. Business day is typically 8 A.M. to 5 P.M. local time, Monday through Friday, excluding holidays. The 9x5 designation represents 9 hours per day, 5 days per week.  
24x7 Same Day Service   A service technician is scheduled to arrive on-site within 4 hours after receiving your call, following problem determination, if IBM determines on-site service is required. Service is provided around the clock, every day, including holidays. The 24x7 designation represents 24 hours per day, 7 days per week.  

C


Courier or Depot Service   You will disconnect the failing Machine for collection arranged by IBM. IBM will provide you with a shipping container for you to return your Machine to a designated service center. A courier will pick up your Machine and deliver it to the designated service center. Following its repair or exchange, IBM will arrange the return delivery of the Machine to your location. You are responsible for its installation and verification.  
Customer Carry-In or Mail-In Services   You will deliver or mail as IBM specifies (prepaid unless IBM specifies otherwise) the failing Machine suitably packaged to a location IBM designates. After IBM has repaired or exchanged the Machine, IBM will make it available for your collection or, for Mail-in Service, IBM will return it to you at IBM's expense, unless IBM specifies otherwise. You are responsible for the subsequent installation of the Machine and verification of its operation.  
Customer Replaceable Unit ("CRU") Service   If your problem can be resolved with a Customer Replaceable Unit ("CRU") (e.g., keyboard, mouse, speaker, memory, hard disk drive), IBM will ship the CRU to you for you to install. CRUs are designated as being either a Tier 1 (mandatory) or a Tier 2 (optional) CRU. All CRUs are designed to be installed by customers but Tier 1 CRUs are easier to install than Tier 2 CRUs. Installation of Tier 1 CRUs is your responsibility. If IBM installs a Tier 1 CRU at your request, you will be charged for the installation. You may install a Tier 2 CRU yourself or request IBM to install it, at no additional charge, under the type of warranty service designated for your Machine. If IBM instructs you to return the replaced CRU, you are responsible for returning it to IBM in accordance with IBM's instructions. If you do not return the defective CRU, if IBM so instructs, within 15 days of your receipt of the replacement CRU, IBM may charge you for the replacement.  
Customer Set Up (CSU)   The Machine has been designated to be set up by customers. This includes initial installation and add-on features provided after the initial installation. The customer is responsible for the planning, site preparation, installation and configuration of the Machine including external cables and devices. Customers may request IBM to perform these activities for a charge.  

E


Enterprise Class Support   Enterprise Class Support can be announced with a product as an extended warranty and often includes the following:
  • Hardware and software installation
  • Configuration support
  • On-site software updates
  • Enhanced response times for high severity problems
  • Technical Advisor support during the warranty period
 
Eligibility / Entitlement   Warranties apply only in the country or region where you acquire the Machine, unless IBM specifies otherwise, and only to Machines you purchase for your use, and not for resale, from IBM or your reseller. To obtain warranty service for a Machine, contact IBM or your reseller. If you do not register your Machine with IBM, you may be required to present proof of purchase.  
Extended Warranty   An agreement to provide warranty service coverage beyond the product's standard warranty period.  

L


Licensed Machine Code (LMC) or Licensed Internal Code (LIC)   Some Machines are provided with Licensed Machine Code (LMC) or Licensed Internal Code (LIC). Please see your applicable IBM agreements for LMC or LIC terms. Licensed Machine Code (LMC) and Licensed Internal Code (LIC) may include BIOS, Utilities, Diagnostics, Device Drivers or Microcode.  

M


Machine   An IBM "Machine" (hardware product) means an IBM machine, its features, conversions, upgrades, elements, or accessories, or any combination of them. It does not include, for example, software programs, whether pre-loaded, installed subsequently, or otherwise.  
Machine Exchange Service   IBM will initiate shipment of a replacement Machine to your location.  You are responsible for its installation and verification of its operation.  You must pack the failing Machine into the shipping container that contained the replacement Machine and return the failing Machine to IBM.  Transportation charges, both ways, are paid by IBM.  You may be charged for the replacement Machine if IBM does not receive the failing Machine within 15 days of your receipt of the replacement Machine.  
Machine Model   The three-digit number assigned to the Machine. The model differentiates functional or specification levels within the Machine Type (example AG1).  
Machine Name   This includes the IBM Brand name, and is often distinguished by a Machine Type number.  
Machine Type   The four-digit number assigned to the Machine (example 9483).  

O


On-site Service   IBM or your reseller will either repair or exchange the failing Machine at your location and verify its operation. You must provide suitable working area to allow disassembly and reassembly of the IBM Machine. The area must be clean, well lit and suitable for the purpose. For some Machines, certain repairs may require sending the Machine to an IBM service center.  Certain Machines with a Same Day On-site response-time may require the installation and use of remote connectivity tools and equipment for direct problem reporting, remote problem determination and resolution.  

S


Serial Number   Each IBM Machine Type/Model contains a 7 digit Serial Number (example - 66-00001). The Serial Number is specific to each Machine.  
Standard Warranty   The base level of limited warranty service and warranty period offered on a Machine.  

W


Warranty Period   The Warranty Period, (i.e., three months, one year, etc.) which is the duration of the warranty.  
Warranty Service   If required, IBM provides repair or exchange service depending on the type of warranty service specified for your Machine. Warranty service may be provided by your reseller if approved by IBM to perform warranty service. Scheduling of service will depend upon 1) the time your request for service is received, 2) Machine technology, and 3) availability of parts.

Service levels are response time objectives and are not guaranteed. The specified level of warranty service may not be available in all worldwide locations and additional charges may apply outside IBM's normal service area.  Contact your local IBM representative or your reseller for country and location specific information.
 
Warranty Start Date  

The warranty period starts:   
(a) for a Machine specified as Customer Set Up (CSU), on the second business day after the standard transit allowance period;
(b) for a Machine not specified as CSU, on the earlier of (i) the business day after IBM completes its standard installation procedure and (ii) 45 days following shipment from IBM.

 
What IBM will Do to Correct Problems   When you contact IBM for service, you must follow the problem determination and resolution procedures that IBM specifies. An initial diagnosis of your problem can be made either by a technician over the telephone or electronically by access to an IBM website.

You are responsible for downloading and installing designated Machine Code (microcode, basic input/output system code called "BIOS", utility programs, device drivers, and diagnostics) delivered with an IBM Machine, and other software updates from an IBM Internet Web site or from other electronic media, and following the instructions that IBM provides. You may request IBM to install Machine Code changes, however, you may be charged for that service.

If your problem can be resolved with a Customer Replaceable Unit ("CRU") (e.g., keyboard, mouse, speaker, memory, hard disk drive), IBM will ship the CRU to you for you to install.

If the Machine does not function as warranted during the warranty period and your problem cannot be resolved over the telephone or electronically, through your application of Machine Code or software updates, or with a CRU, IBM or your reseller, if approved by IBM to provide warranty service, will either, at its discretion, 1) repair it to make it function as warranted, or 2) replace it with one that is at least functionally equivalent. If IBM is unable to do either, you may return the Machine to your place of purchase and your money will be refunded.

IBM or your reseller will also manage and install selected engineering changes that apply to the Machine.
 

Additional resources

Document information

More support for: IBM Systems

Version: Version Independent

Operating system(s): Platform Independent

Reference #: T1025363

Modified date: 11 August 2017


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