IBM Passport Advantage Appliance Support Handbook

Enabling seamless and smooth transition between online and live support teams for quick
problem resolution.
3.3 VOICE ACCESS
The preferred method for engaging IBM Technical Support is electronically via the Service
Request tool. However, IBM Voice Support is available for most appliances to all current
support contract holders through a Single Point of Entry (SPOE) telephone number in your
country (where available).
You will be required to provide your IBM Customer Number for validation of the support
service to which you are entitled. To set up your access refer to the Appendix on setting up your
Site Technical contact (STC) for Passport Advantage.
3.4 APPLIANCE SERVICE AND SUPPORT
Appliance Service and Support during and after warranty is a single offering composed of
specific Services for Program Components, Machine Components, and, if available, the Machine
Code Component of an IBM Appliance. It is the single delivery of service and support for an
entitled IBM Appliance.
The initial Appliance Service and Support period is the warranty period. When the warranty
period ends, the warranty Service and Support for the Appliance will convert to Standard
Appliance Service and Support.
The warranty period covers Appliance Service and Support for the first 12 months. Standard
Appliance Service and Support may be obtained as a renewal of the Service Period on an annual
basis. When you renew your Appliance Service and Support you are provided the same level of
Service and Support, if available, that was entitled to during the warranty period.
Appliance Service Upgrades may be purchased and renewed for coverage during the warranty
period and after the warranty period on anniversary dates.
IBM will announce the availability and withdrawal of Appliance Service and Support services
along with Appliance Service Upgrades.
IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 17 of 67