IBM Passport Advantage Appliance Support Handbook

4 APPLIANCE SERVICE UPGRADE OFFERINGS
Your IBM appliance comes with a standard warranty. You may upgrade this support with
Appliance Warranty Service Upgrade offerings. These offerings include:
Upgrade to Appliance Business Critical on-site service 24 hours per day x 7 days per week
with a response objective of 4 hours from the time a hardware issue is identified.
Upgrade to Appliance Hard Drive Retention.
After the warranty period, you may purchase Appliance Service and Support as well as the
above Service upgrades.
Standard Service Upgrade Service Upgrade
Standard Appliance Service and
Support
Business Critical
Clients may contact IBM (24 hours x 7
days per week) for assistance
1
Hard Drive Retention
Upgrade to 24 hours x 7
days on-site for hardware
issues
1
With HDR the client
retains the replaced hard
drive.
IBM targets remote response based Same targets as Standard
on severity of the issue
Severity 1: Within 2 hours.
24 hours per day x 7
days per week
Severity 2-4: Within 2 business hours.
9 hours per day x 5 days
Appliance Service and
Support
per week.
If IBM deems necessary, IBM targets
on-site response for hardware issues 2
Any Severity. Next Business Day.
9 hours per day x 5 days per week.
Table 2: Appliance Service Upgrade Offerings
If IBM deems necessary,
IBM targets on-site
response for hardware
Any Severity. Within 4
hours of dispatch.
24 hours per day x 7 days
per week.
If IBM deems necessary,
IBM will replace the
hard drive. IBM
normally retrieves the
replaced hard drive.
1 These upgrades are not offered for all appliances in all countries. See Appendix I for more information
2 Refers to service type 5 only. See section 10 for information on this and other service types
IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 21 of 67