IBM Appliance Service and Support - Machine Exchange Service

Technote (FAQ)


What happens when an IBM Appliance fails and cannot be returned to normal operation through remote troubleshooting and problem analysis with IBM Software Support?


If, after troubleshooting, IBM’s Support personnel determines the appliance is defective and must be replaced, IBM will initiate an advance exchange of the defective Machine with a replacement (Machine Exchange Service). In order to be eligible for the Machine Exchange Service, the appliance must be covered by a current IBM Software Subscription and Support agreement (S&S).
To enable IBM to proceed with shipment of a replacement, you must provide the following information:

  1. IBM Appliance serial number or Machine type, model (MTM) and serial number
  2. Customer name and ship-to address
  3. Customer contact name, phone number, and e-mail address

Upon receipt of requested information, IBM will issue a return merchandise authorization (“RMA”) number to the designated Customer contact, and a replacement unit will be shipped to the Customer's specified location. Replacement units may be new, reconditioned or functionally equivalent. IBM will use commercially reasonable efforts to ensure delivery of a replacement unit occurs within a reasonable time period. Upon receipt of the replacement, you are responsible for installation of the replacement Machine and verification of operation.

To assist with the return of the defective unit, return instructions and shipping materials, including a prepaid return shipping label, are provided with the replacement. Customer may be charged if the defective unit is not received by IBM within 15 days of your receipt of the replacement, or if upon receipt by IBM, the defective unit is not in good condition (excluding defects discovered during troubleshooting). IBM will cancel the applicable RMA and invoice customer for the current list price plus applicable maintenance fees for the replacement Machine. IBM is not responsible for Appliances returned without a valid RMA number.

When a Machine Exchange Service is required, the replacement unit becomes Customer’s and the defective unit becomes IBM’s property. Customer’s license to use IBM Software on the defective unit also terminates at such time.

Your IBM appliance comes with a standard warranty. Please review the IBM Appliance Support Handbook for a description of Appliance Upgrade Service Offerings and to check availability by product (see Related information section for IBM Appliance Support Handbook link and refer to APPENDIX I: Service Upgrade Availability for IBM Appliances).

If the above information does not resolve your issue, please contact IBM Security Systems Customer Support.

Related information

IBM Appliance Support Handbook

Cross reference information
Segment Product Component Platform Version Edition
Security Proventia Network Multi-Function Security Not Applicable
Security IBM Security Access Manager for Web WebSeal AMP Appliance
Security IBM Security Network Protection Not Applicable
Security Proventia Network Enterprise Scanner Not Applicable
Security Proventia Network Intrusion Prevention System Not Applicable

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More support for:

IBM Security Network Intrusion Prevention System

Software version:

4.5, 4.6, 4.6.1

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All Editions

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