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Frequently asked questions

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

Who do I contact for repair service?

Service may be requested and managed by visiting the Service Request application or by calling us on 1-800-IBM-SERV (800-426-7378). Please specify if this is for hardware or software support. You will receive a Service Request Number and depending on the level or support for your contracts, a Service Support Representative will be dispatched or you will be provided with instructions to mail the equipment to our depot repair center.

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Where can I get information about ServicePac?

Please find more information about ServicePac here.

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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 Center at 1-866-880-2765 for assistance.

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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 1-800-IBM-SERV (800-426-7378) 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 OnLine Center at 1-866-880-2765. A Customer Support representative will be happy to help resolve any discrepancies. You may also submit a request online.

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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. A customer support representative will contact you with the renewal information. You may also call our Customer Support OnLine Center at 1-866-880-2765 for assistance.

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What are the termination rules for canceling maintenance coverage on my equipment?

Termination rules vary by contract and can also vary by machine type, please contact Customer Support OnLine at 1-866-880-2765 for more information.

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How do I add or discontinue service from a maintenance or services contract?

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

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How do I report equipment that is returned to IBM or sold to another business?

To report a transfer of machines returned to IBM as a lease machine return; or sold to another business, please provide us with the following information needed to update our records:

  • Customer Number
  • Company Name
  • Machine Type
  • Machine Model
  • Machine serial number(s)
  • New purchaser and their location and date when the machine was sold.

If it is a leased machine, returned to IBM Global Finance (IGF), please provide the date of return and the IGF quote number (if known). Here is more information about end of lease.

Reason for transfer of ownership.

Note: A month's notice is required for maintenance related charges. The requested information will help us determine the last day of charge to your customer number.

Please send by mail to the following address:
IBM Canada
Customer Support Operations
3600 Steeles Ave, East G6
Markham, Ontario L3R 9Z7

You can also fax to 1-845-491-5063 or e-mail to csol@ca.ibm.com.

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

Software maintenance offers software enhancements for eligible products within the contract period, at no additional charge.

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How do I get software license keys for my machine?

Please call 1-877-426-5397 or visit our Entitled Software Support site for more information about software license keys.

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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 Passport Advantage hotline at 1-800-266-8720.

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What is the contact number for the Parts Sales Centre?

For all requests please call us at 1-800-263-2769 or visit our online Parts Sales Center.

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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 order inquiries 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 a request online. To allow us to better assist you, please include as much detail as possible.

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