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Frequently asked questions

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


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.

Learn more about My requests or contact our Customer Support OnLine Center 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 User 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, contact our Customer Support Team on +32 (0)2 339 23 45 between the hours of 08:30 to 17:00 where a representative will ensure your enquiry is addressed.

You can also submit your request online.


Who can I talk to about my support services?

Please submit your request online, or call your IBM Customer Support Team on +32 (0)2 339 23 45 between the hours of 08:30 to 17:00 where a representative will ensure your enquiry is addressed.


How do I get a copy of my contract?

Please complete this e-form, or call your IBM Customer Support Team on +32 (0)2 339 23 45 between the hours of 08:30 to 17:00 for more information.


How do I terminate my software license contract?

License termination rules vary depending on the software: Passport Advantage Software licenses are pre-paid one time charge and they do not require cancellation.

Recurring monthly licenses: Please complete this e-form and include:

IMPORTANT: ALL copies of the Software must be destroyed at time of cancellation and confirmation of this must be sent to IBM.
You are required to provide 30 day notification of cancellation.


How do I terminate my maintenance contract?

Please submit your request in writing, quoting your contract number and your contact details. The notification must be signed and sent to:

IBM Belgium
Customer Support Online Team
Bourgetlaan 42
1130 Brussels

or submit your request online, or call your IBM Customer Support Team on +32 (0)2 339 23 45 between the hours of 08:30 to 17:00.


How can I activate a ServicePac contract?

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

For complementary questions please address an e-mail to ePacbelx_support@be.ibm.com.


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 +32 (0)2 339 23 45, Monday to Friday, 08:30 - 17:00 for assistance. You may also submit an online request. To allow us to better assist you, please include as much detail as possible.

Have you checked our Frequently Asked Questions?

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Or call us at
+32 (0)2 339 23 45
(open Monday to Friday 08:30 - 17:00)

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