Skip to main content

Frequently asked questions

Find answers to FAQs on IBM contracts, orders, deliveries, invoices and payments.


How do I register for Contracts OnLine?

Contracts Online is an application used for the end-to-end processing of your IBM contracts (including viewing, approving and signing). Access to Contracts OnLine is a two step process, first you must have an IBM ID and password and then you must be entitled to use the tool.

Once you have an IBM ID and password, please contact your IBM Contract Representative or our Customer Support OnLine team at 1800 629 135 (or +61 2 9354 7922), Monday to Friday, to complete the entitlement process.


How do I raise an inquiry online?

Please visit My requests application, where you can create, view and manage your enquiries in a secure environment.

You will need your IBM User ID and password to access My requests.

Your request will already be populated with the data you supplied when you registered with IBM. You need only supply the information that is specific to your request and press submit.

A submission notification will confirm the details of your request.

You will receive a response from an IBM representative within one business day, either in the form of an e-mail from ‘My requests’ with a link to your answer and any related documentation or directly by a Customer Support Team representative if an answer requires further research or information. You are notified of final responses via an automated e-mail which refers you to the response details in the My requests application so that you can have easy access to the request at any time.

Learn more about My requests or contact our Customer Support OnLine team at 1800 629 135 (or +61 2 9354 7922), Monday thru Friday, for more information.


Why should I obtain an IBM User ID and password?

An IBM User ID and password gives you access to our web tools which can help you manage your IBM account. With your IBM User ID you can request access to various online tools, as well as raise requests in a secure environment.

Please supply the following information when registering for your IBM ID:

Accuracy and detail are very important to future online transactions and e-tool entitlement.

Note that failure to provide any of the required fields prevents the user from completing IBM Registration.

As required by local data protection regulations, you will also be required to confirm that IBM may store and use your Personal Information to contact you and to export your Personal Information outside your country of residence.


Who do I contact with questions about hardware or software maintenance contracts?

For general questions about hardware or software maintenance send us an e-mail request to itbsc@au1.ibm.com or contact our Customer Support Team on 1800 629 135 (or +61 2 9354 7922), Monday thru Friday, where a representative will ensure your inquiry is addressed.


Who can I talk to about my support services?

Please submit your request online (you will need to initially register with IBM to obtain an IBM User ID and password), or call your IBM Customer Support Team on 1800 629 135 (or +61 2 9354 7922) Monday thru Friday where a representative will ensure your enquiry is addressed.


How do I get a copy of my contract?

Please complete this e-form (you will need to initially register with IBM to obtain an IBM User ID and password), or call your IBM Customer Support Team on 1800 629 135 (or +61 2 9354 7922), Monday thru Friday, where a representative will ensure your inquiry is addressed.


What does my Software Maintenance cover and what are the implications if I don't renew?

Customers must purchase Software Maintenance (also known as Subscription and Support) in order to be entitled to upgrades and/or new versions or releases, as well as telephone support.
Customers who allow their current subscription to expire must either re-licence the software (i.e. purchase as new) or pay a resumption or re-instatement fee so that they can receive an upgrade to a new version or release.


How do I terminate my maintenance contract?

A 30 days written notification is required for cancelling selected machines. Please submit your request online using My requests (you will initially need to register with IBM to obtain an IBM User ID and password), or send your e-mail request to itbsc@au1.ibm.com.

Alternatively you can contact our Customer Support OnLine team at 1800 629 135 (or +61 2 9354 7922), Monday thru Friday, for more information.

A termination charge may be applicable for cancelling the entire contract. Please refer to the Terms and Conditions of your maintenance contract.


How can I activate a ServicePac contract?

Once you receive your confirmation e-mail please register your contract.


What if I have a contract question that isn't answered here?

A Customer Support representative will be happy to assist you with your contract enquiries and you can contact them on 1800 629 135 (or +61 2 9354 7922), Monday to Friday, for assistance. You may also submit an online request using My request (you will need to initially obtain an IBM User ID and password). To allow us to better assist you, please include as much detail as possible.

Have you checked our Frequently Asked Questions?

Select the type of your request:


 

We're here to help


Or call us at
1800 629 135
or +61 2 9354 7922
(open from Monday to Friday,
from 10:00 am to 6:30 pm)

Other support

For technical inquiries please call 131-426 or
61-2-9354-4000, or

Discover IBM online tools

Raise, view and track online requests.

Process your IBM contracts quickly and securely online.

Access real time order and delivery information, including links to carrier shipping details.

Retrieve, download and print your IBM invoices and credit notes.

View your entire accounts payable position with IBM in one place.

Content navigation