Frequently asked questions

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

How do I register for Contracts OnLine?
Why should I obtain an IBM User ID and password?
Who do I contact with questions about hardware or software maintenance contracts?
Who can I talk to about my support services?
How do I get a copy of my contract?
How do I terminate my software license contract?
How do I terminate my maintenance contract?
What if I have a contract question that isn't answered here?

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.

Learn more about IBM registration

Once you have an IBM ID and password, please contact your IBM Contract Representative or our Customer Support OnLine team at 1-877-504-8930, option 4, Monday thru Friday, 8:00 am - 6:00 pm EST to complete the entitlement process.

Learn more about Contracts OnLine

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 an IBM User ID and password you can request entitlement to various e-tools such as Order Status OnLine and Invoices On-Line. Learn more about registration and the e-tools available in your country.

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

User ID (in e-mail format, e.g. jdoe@ca.ibm.com; this will be checked against IBM records to verify it is not in use by another previously registered user)
Password (8 character minimum)
A security challenge question and answer
Personal information: Country of residence, language preference, first name, last name, email address, daytime telephone number.
Company information: Company name, full street address, suburb, state, post code and country (of the business address).

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 your existing hardware or software maintenance, please submit your request online. Please specify the contract number or machine type, serial number(s) and date period for which you want the quote. A customer support representative will contact you with the information. You can also call 1-866-880-2765.

Who can I talk to about my support services?

Please call Customer Support OnLine at 1-866-880-2765, where a representative will ensure your inquiry is addressed.

How do I get a copy of my contract?

Please complete this e-form, or call Customer Support OnLine at 1-866-880-2765 between the hours of 8:00 am and 6:00 pm EST, for more information.

How do I terminate my software license contract?

License termination rules vary depending on the software.

For recurring monthly licenses, please advise us at csol@ca.ibm.com of cancellation requirement and include:

Customer number
Name
Phone number
E-mail address
Request for discontinuance

IMPORTANT: ALL copies of Software must be destroyed per cancellation process and confirmation of this must be included in e-mail.

You are required to provide 30 day notification unless your installed machine has also been removed from use.

How do I terminate my maintenance contract?

Please submit your request online, or call Customer Support OnLine at 1-866-880-2765 between the hours of 8:00 am and 6:00 pm EST.

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 at 1-866-880-2765 between the hours of 8:00 am and 6:00 pm EST for assistance. You may also submit an online request. To allow us to better assist you, please include as much detail as possible.