IBM ServicePac Location Guide

Transcription

1 IBM ServicePac Location Guide: 2011 IBM ServicePac Location Guide & 2011 Rely on IBM expertise to increase system availability for a more efficient business. To locate your nearest IBM Business Partner* Call in or in

2 IBM On-site Service Locations* for Warranty and Maintenance Options Server / Storage Point of Sale Coverage Hours 24 x 7 24 x 7 7 days 24 x 7 Response Time NBD 4 hours 4 hours 2 hours NBD 4 hours NBD 4 hours IBM Service Centres Capital City (AU) / Main Service Centre (NZ) ü ü ü ü ü ü ü ü Regional Centres (A/NZ) ü ü ü ü ü ü ü Rural Centres (A/NZ) ü ü ü ü Remote Centres ü ü See following pages for lists of Service Centres

3 IBM On-site Service Locations* for Warranty and Maintenance Options Capital City (AU) Main Service Centres (NZ) Sydney, Melbourne, Brisbane, Canberra, Adelaide, Perth, Darwin, Hobart Auckland, Wellington, Christchurch Regional Service NSW Newcastle, Wollongong, Tamworth, Tweed Heads, Albury QLD Caloundra, Gold Coast TAS Launceston VIC Geelong, Traralgon, Ballarat, Wodonga, Bendigo, Morwell Hamilton, Palmerston North On-site Service is available within 100km of the above locations measured by road in and within 150km measured by road in. (Target response times above ENBD in New Zealand have a limit of 50km). Response times in regional locations will be subject to parts availability. Rural Centres Remote Centres NSW Ballina, Bega, Dubbo, Broken Hill, Deniliquin, Glen Innes, Griffith, Orange, Taree QLD Goondiwindi, Longreach, Mackay, Mount Isa, Nambour, Roma, Sunshine Coast, Thursday Island SA Balakalva, Coober Pedy, Mt Gambier, Renmark, Woomera, Waikerie, Port Pirie, Port Lincoln, Ceduna, Port Augusta VIC Hamilton, Horsham, Bairnsdale, Warrnambool WA Albany, Broome, Bunbury, Carnarvon, Derby, Esperance, Exmouth Geraldton, Kalgoorlie, Karratha, Merredin, Narrogin, Port Hedland NT Tennant Creek On-site Service is available within 50km of the above Country and Remote Centre measured by road. Response times in remote centres will be subject to parts availability * PLEASE NOTE For customer locations outside the aforementioned distance from an IBM Service Centre in or (measured by road), then you have the option to pay IBM for a Customer Services Representative to travel the additional distance to and from your site to be billed at the current applicable hourly rate, or you can courier your machine to and from the closest IBM Capital City/Main Service Centre. Courier charges are the customers responsibility. Please note also that IBM may have the capability to deliver service at locations in addition to the aforementioned IBM Service Centres. Please contact IBM if you require additional service locations covered. NSW Lismore, Mermbula, Moruya, Wagga Wagga, Singleton, Port Macquarie, Parkes, Coffs Harbour, Gosford QLD Cairns, Bunderberg, Gladstone, Toowoomba, Bowen, Emerald, Rockhampton, Townsville TAS St Helens, Devonport VIC Swan Hill, Wonthaggi, Mildura, Moe, Sale, Wangaratta, Shepparton SA Whyalla, Maitland, Murray Bridge NT Alice Springs, Katherine Whangarei, Tauranga, New Plymouth, Hastings, Nelson, Oamaru, Dunedin, Queenstown, Greymouth, Invercargill, Gisborne

4 IBM Service Locations New South Wales Sydney Albury Ballina Bega Broken Hill Coffs Harbour Deniliquin Dubbo Glen Innes Gosford Griffith Lismore Merimbula Moruya Newcastle Orange Port Macquarie Parkes Singleton Tamworth Taree Tweed Heads Wagga Wagga Wollongong Victoria Melbourne Ballarat Bendigo Geelong Hamilton Horsham Mildura Moe Morwell Pakenham Sale Shepparton Upper Swan Hill Traralgon Wangaratta Warrnambool Wodonga Queensland Brisbane Bowen Bunderberg Cairns Caloundra Emerald Longreach Gladstone Gold Coast Goondiwindi Mackay Mount Isa Nambour Rockhampton Roma Sunshine Coast Thursday Island Toowoomba Townsville Western Perth Albany Broome Bunbury Carnarvon Derby Esperance Exmouth Geraldton Kalgoorlie Karratha Merredin Narrogin Port Hedland South Adelaide Balakalva Ceduna Coober Pedy Maitland Mount Gambier Murray Bridge Port Augusta Port Lincoln Port Pirie Renmark Waikerie Whyalla Woomera Northern Territory Darwin Alice Springs Katherine Tennant Creek Tasmania Hobart Devonport Launceston St Helens ACT Canberra North Island Auckland Palmerston North Gisborne Hamilton Hastings New Plymouth Tauranga Wellington Whangarei South Island Christchurch Dunedin Greymouth Invercargill Nelson Oamaru Queenstown

5 Definition of terms Remote Technical Support (RTS) IBM s Remote Technical Support is a highly skilled team of people available 24 hours a day, 7 days a week, who will work with you to diagnose and resolve problems over the phone to minimise down time. All requests for service will be managed by IBM s Remote Technical Support. Customer Replaceable Unit (CRU) If your problem can be resolved with a CRU (e.g. keyboards, mice, speakers, memory, hard disk drives, monitors and other easily replaceable parts that you are capable of replacing), IBM will express ship the part to you for quick replacement. On-site service If we cannot resolve your problem over the phone, with you applying machine code or software updates, or with a CRU (Customer Replaceable Unit), IBM will use reasonable commercial endeavours to be on-site within the Target Response Time. On-site service in normal business hours is performed between 8.30am and 5.30pm Monday to Friday (local time), excluding public holidays. For those customers who have purchased a ServicePac or who have otherwise upgraded their service options, service is also available 24 hours a day, 7 days a week, including public holidays. 24x7 service options are only available for specific makes and models and in limited locations (see table for locations). End of Next Business Day (ENBD) For customers who have not upgraded their service option and who rely on their standard warranty, target response time will be ENBD. To receive ENBD response, your call must be logged with IBM no later than 4pm local time (see table).

6 Important Privacy Information: If you would like to request access to or correction of your details or if you or your organisation would prefer not to receive further information on IBM products, please advise us on: () or (). The sending of this message was authorised by IBM Limited, and IBM Limited can be contacted at or on () or (). IBM may store data on international servers used by it. Trademarks: IBM, the IBM logo, ServicePac, BladeCenter, System x, System i, System p, TDMF Softek and AIX are trademarks of IBM Corp. registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at Copyright and trademark information at Unix is a registered trademark of The Open Group in the United States and other countries. Linux is a trademark of Linus Torvalds in the United States, other countries or both. Microsoft, Windows NT and the Windows logo are trademarks of the Microsoft Corporation in the United States, other countries or both. Other company, product and services names may be trademarks or services marks of others. Copyright IBM Limited ABN Copyright IBM Limited Copyright IBM Corporation All rights reserved. Designed by Grafxlab, grafxlab@au1.ibm.com. 06/11. GL_13099 * Business Partner is used informally and does not imply a legal partnership