IBM Support

Warranty and Maintenance Support Services for M/T 7199, 7198, 4195, 2426 and 8436

Product lifecycle


Abstract

Warranty and Maintenance Support Services offer simple yet flexible support to supplement your IT support staff skills for Machine Type, M/T 7199, 7198, 4195, 2426, 8436 and 8436.

Content

With Technical Support, your IT staff will receive:


Notes:
  • Consult your support contract for details.
  • It is highly recommend you purchase both the IBM Hardware Maintenance Agreement (HWMA) and remote support (firmware) contracts to be entitled for continued coverage on both the hardware and firmware renewal terms below.
  • Machine Type 2426 are purchased using Passport Advantage (PA) and the support renewals purchased on PA automatically include both firmware and hardware (HWMA).

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, and hardware replacement service
  • Support for routine, short duration installation and usage questions

For additional information see the Appliance Support Handbook

Maintenance Offerings

Machine Type, M/T 7199, 7198, 2426 and 8436 offers the following levels of support and is available in one or three year coverage periods.

7x24x4 hour: Machine Type 7199, 7198, 2426, 8436
  • IBM Hardware Maintenance Agreement (HWMA):
    • 24x7 emergency contact
    • Machine and parts exchange support
    • Four hour (target) same day applaince replacement based on parts availability and address confirmation. IBM will deliver and place the machine in the rack for you. Parts and installation labor are provided.
    • Upon request tier one CRU parts may be replaced by IBM engineer with four hour target pending parts availability.
  • Firmware Renewal Terms:

7x24x1 day: Machine Type 9235, 7199, 7198, 2426
  • Hardware Renewal Terms:
    • 24x7 emergency contact
    • Machine exchange support
    • Next business day (target) shipment of hardware replacement or parts based on parts availability and address confirmation. Parts are installed by customer.
  • Firmware Renewal Terms:



Warranty : Machine Type 7199, 7198, 2426, 8436

One year Hardware Next Business Day and one year Firmware Remote Support
  • Hardware Warranty Terms:
    • 24x7 emergency contact
    • Machine exchange support
    • Next business day (target) shipment of hardware replacement or parts based on parts availability and address confirmation. Parts are installed by customer.
    • Electronic (SR) PMR creation/access
  • Firmware Warranty Terms:
Note: The hardware replacement process starts once the IBM WebSphere DataPower Appliance support team determines an appliance failure is due to a failed DataPower hardware component and shipping information with serial number has been received and confirmed by IBM.

Cross reference information
Segment Product Component Platform Version Edition
Business Integration WebSphere DataPower Integration Appliance XI50 Not Applicable Firmware 4.0.2, 4.0.1, 5.0.0, 6.0.0 Edition Independent
Business Integration WebSphere DataPower XML Security Gateway XS40 Not Applicable Firmware 4.0.2, 4.0.1, 5.0.0, 6.0.0 Edition Independent
Business Integration WebSphere DataPower XML Accelerator XA35 Not Applicable Firmware 4.0.2, 4.0.1, 5.0.0 Edition Independent
Business Integration WebSphere DataPower Cast Iron Appliance XH40 Enterprise Edition V6 OTC license Not Applicable Platform Independent Version Independent Edition Independent
Business Integration WebSphere DataPower Service Gateway XG45 Not Applicable Firmware 4.0.2, 5.0.0, 6.0.0

Document information

More support for: IBM DataPower Gateways
General

Software version: 5.0.0, 6.0.0, 6.0.1, 7.0.0

Operating system(s): Firmware

Software edition: Edition Independent

Reference #: 1254180

Modified date: 04 April 2011