IBM Support

IBM Appliance Service and Support - CRU and Machine Exchange Service

Technote (FAQ)


Question

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

Answer

The information presented in this FAQ is specific to the IBM Security appliances listed below:

  • IBM Security Access Manager for Web
  • IBM Security Access Manager for Mobile
  • IBM Security Web Gateway AMP5100
  • IBM Security Network Intrusion Prevention System
  • IBM Security Network Protection
  • IBM Security SiteProtector Appliance
  • Proventia Network Enterprise Scanner
  • Proventia Network Intrusion Prevention System
  • Proventia Network Multi-Function Security

IBM Security appliances referenced above are covered by Type 8 - Customer Replaceable Unit (CRU) and Machine Exchange Service. IBM's Support personnel will work with you to diagnose and resolve your problem over the telephone or through electronic communication via IBM Service Request. 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 a replacement CRU for customer installation.

Additional details on Type 8 - CRU and Machine Exchange Service is available in the IBM Appliance Support Handbook, Section 10.5. A link to the Handbook can be found in the Related information section below. If your appliance is not included in the list, refer to the IBM Statement of Limited Warranty (SOLW) that was shipped with your appliance. The SOLW is available in multiple languages at http://www.ibm.com/systems/support/machine_warranties/.

To enable IBM to proceed with shipment of a replacement, you must provide the following information:
1. IBM appliance serial number or Machine type, and Serial number
2. Customer name and ship-to address
3. Customer contact name, phone number, and e-mail address

Your company's IBM Software Subscription and Support (S&S) agreement must be current in order to be eligible for a Machine or Component replacement. Upon verification, IBM will issue a Return Merchandise Authorization (RMA) number and a replacement unit will be shipped to your location. Upon receipt of the replacement unit, you are responsible for installation and verification.

To assist with the return of the defective unit, return instructions and 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).

When Appliance service involves the replacement of a Machine or Component, the defective unit becomes IBM’s property, and the replacement becomes yours. Replacement units may be new or refurbished machines which meet or exceed the specifications of the defective machine. The replacement assumes the warranty or maintenance service status of the defective item.

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, APPENDIX I: Service Upgrade Availability for IBM Appliances).



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 Intrusion Prevention System Not Applicable
Security IBM Security Access Manager for Mobile Not Applicable
Security IBM Security Web Gateway AMP 5100

Document information

More support for: IBM Security Network Intrusion Prevention System

Software version: 4.6.1, 4.6.2

Operating system(s): Firmware

Software edition: All Editions

Reference #: 1620501

Modified date: 2014-09-15