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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, where you can create, view and manage your inquiries 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 and related price quotes?

For general questions about hardware or software maintenance, contact our Customer Support Team on +202 3536 2536 where a representative will ensure your enquiry is addressed or please submit your request online.

How do I get a copy of my contract?

Please complete this e-form for a contract copy.

How do I terminate my software license contract?

License termination rules vary depending on the software: Passport Advantage SW licenses are pre-paid one time charge and they do not require cancellation. Auto-renewal of these contracts will be automatically cancelled after 75 days if no payment is received or payment received.

Recurring monthly licenses: Please advise our software department at of cancellation requirement and include:

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

IBM WTC - Egypt Branch
Pyramids Heights Office Park, Building C10
Cairo - Alexandria Desert Road, KM 22.
12556 Giza - Egypt.

or by fax: +202 3536 2505

or submit your request online.

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 +202 3536 2536, Sunday to Wednesday, 08:00 - 16:00 and Thursday, 08:00 - 15:00 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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+202 3536 2536
(Sunday to Wednesday: 08:00-16:00 / Thursday: 08:00-15:00)

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