IBM Appliance Service and Support - CRU and Machine Exchange Service

Technote (FAQ)


Question

What happens when your IBM Security appliance fails and cannot be returned to normal operation through remote troubleshooting and problem determination with IBM Software Support?

Answer

The information presented in this document is specific to the following IBM Security appliances:

  • IBM Security Access Manager for Web
  • IBM Security Network Intrusion Prevention System
  • IBM Security Network Protection
  • IBM Security SiteProtector
  • Proventia Network Enterprise Scanner
  • Proventia Network Intrusion Prevention System
  • Proventia Network Multi-Function Security

The IBM Security appliances listed above are covered by Type 8 - Customer Replaceable Unit (CRU) and Machine Exchange Service. For additional details, scroll down to the Related information section and click the IBM Appliance Support Handbook link to view or download the most recent version of the handbook. See Section 10.5 for a description of Type 8 - CRU and Machine Exchange Service.

If your appliance is not included in the list, refer to the IBM Statement of Limited Warranty (SOLW). A copy of the SOLW, specific to the Machine Type and Model of the appliance purchased, is included with each appliance shipment.

IBM's Support personnel will attempt to diagnose and resolve your problem over the telephone or through electronic communication via the IBM Support Portal. If the appliance cannot be returned to normal operation through remote troubleshooting and problem determination, IBM will initiate shipment of a replacement Machine to your location. Some appliances contain individual components designated as Customer Replaceable Units (CRU). If your problem can be resolved with a CRU (e.g. power cord, power supply, hard disk drive) IBM will ship the CRU to you for you to install.

You must maintain a current IBM Software Subscription and Support (S&S) agreement for appliance maintenance, as a pre-requisite to the Appliance Service and Support.

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 1. Replacement units may be new, reconditioned or functionally equivalent. Upon receipt of the replacement, you are responsible for installation of the replacement Machine and verification of operation.

1Please note, IBM will use commercially reasonable efforts to ensure delivery of a replacement unit occurs within a reasonable time period.

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 the Support service involves the exchange of a Machine or Component, the defective unit becomes IBM’s property, and the replacement becomes yours. The replacement may not be new, but will be in good working order and at least functionally equivalent to the item replaced. The replacement assumes the warranty or maintenance service status of the replaced item.

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 a link to the IBM Appliance Support Handbook 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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Document information


More support for:

IBM Security Network Intrusion Prevention System

Software version:

4.6, 4.6.1, 4.6.2

Operating system(s):

Firmware

Software edition:

All Editions

Reference #:

1620501

Modified date:

2014-09-15

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