Frequently asked questions

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

What should I do if my equipment is out of order?
Where can I get information about ServicePac?
How do I get a copy of my maintenance contract or a list of machines covered under maintenance or warranty?
What do I do if I require a machine to be serviced and my machine is not covered by an IBM maintenance contract?
How do I renew my maintenance service contract?
How do I add or discontinue service from a maintenance or services contract?
What does my Software Maintenance cover and what are the implications if I don't renew?
What are the implications if I don't purchase software maintenance when I purchase my system software license or I want to renew lapsed software maintenance?
How do I get software license keys for my machine?
How can I find out more about my software products available from Passport Advantage?
What is the contact number for the Parts sales Centre?
What if I have a machine inventory or maintenance question that isn't answered here?

What should I do if my equipment is out of order?

Please open a service request or telephone our technical support.

Where can I get information about ServicePac?

Please find here more information about ServicePac or contact us by e-mail at ePacbelx_support@be.ibm.com.

How do I get a copy of my maintenance contract or a list of machines covered under maintenance or warranty?

Requests for contract copies or inventory lists may be submitted online

Please specify the contract number or machine type, serial number(s) for which you want the information. You may also call our Customer Support OnLine Team on +32 (0)2 339 23 45 for assistance, Monday to Friday, between the hours of 08:30 - 17:00

What do I do if I require a machine to be serviced and my machine is not covered by an IBM maintenance contract?

Service performed on equipment without maintenance coverage is billable for parts and labour, please call +32 (0)2 339 36 11 or +352 360 385 222 to log a fault call. If you have been advised that your equipment does not have maintenance coverage and you feel there is a discrepancy, please verify the machine type and serial number of your machine and call our Customer Support Team on +32 (0)2 339 23 45, Monday to Friday, between the hours of 08:30 - 17:00. A Customer Support Team representative will be happy to resolve any discrepancies. You may also submit a request via the online application.

How do I renew my maintenance service contract?

Requests to renew a maintenance contract may be submitted online

Please specify the contract number or machine type, serial number(s) for which you want the contract renewed, along with any changes you wish to make, i.e., add or discontinue machines from the contract. You may also call our Customer Support OnLine Team on +32 (0)2 339 23 45 for assistance, Monday to Friday, between the hours of 08:30 - 17:00.

How do I add or discontinue service from a maintenance or services 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, Monday to Friday, between the hours of 08:30 to 17:00.

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.

What are the implications if I don't purchase software maintenance when I purchase my system software license or I want to renew lapsed software maintenance?

An "After License Fee" or a "Resumption Fee" must be paid to reinstate maintenance coverage when a customer
a) chooses not to order IBM Software maintenance at time of initial purchase; or
b) allows software maintenance to lapse; or
c) fails to submit the renewal request to IBM on or before the renewal date (renewal request must be received by IBM on or before the renewal date).

How do I get software license keys for my machine?

Please contact our Key Management Service Center on 0800 738 21 for information on software license keys.

How can I find out more about my software products available from Passport Advantage?

To find out what products are available from Passport Advantage, please call the +32 (0)2 210 98 35.

What is the contact number for the Parts sales Centre?

Please find here more information about IBM Parts.

What if I have a machine inventory or maintenance 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.

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