Frequently asked questions

• How do I raise an inquiry online?
• Why should I obtain an IBM User ID and password?
• Who do I contact with questions about hardware or software maintenance contracts and related price quotes?
• Who can I talk to about my support services?
• How do I get a copy of my contract?
• IBM Software maintenance (SWMA). What do they offer?
• How do I terminate my software license contract?
• How do I terminate my maintenance contract?
• How can I activate a ServicePac contract?
• I have a recurring contract with IBM, in case of any price changes, how will I be informed?
• What if I have a contract question that isn't answered here?

How do I raise an inquiry online?

Please visit My requests application, 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.

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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:

• User ID (in e-mail format, e.g. jdoe@us.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, e-mail address, daytime telephone number.
• Company information: Company name, street address, city, state or province, zip or postal code and country location (of the business address).

Accuracy and detail are very important to future online transactions and e-tool entitlement.

Register with IBM now

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.

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Who do I contact with questions about hardware or software maintenance contracts and related price quotes?

For general questions about hardware or software maintenance or for pricing information related to a new IBM contract, contact our Customer Support Team at +62-21-2992 5881 or 001-803-606291, or your local IBM Marketing Representative, or Business Partner. If you need a renewal quote on an existing contract with no changes required or a quote for budget and planning cost estimates, 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.

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Who can I talk to about my support services?

Please submit your request online, or call your IBM Customer Support Team on +62-21-2992 5881 or 001-803-606291 between the hours of 09:00 to 17:30 where a representative will ensure your enquiry is addressed.

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How do I get a copy of my contract?

Please complete this e-form, or call your IBM Customer Support Team on +62-21-2992 5881 or 001-803-606291 between the hours of 09:00 to 17:30 where a representative will ensure your enquiry is addressed.

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IBM Software maintenance (SWMA). What do they offer?

IBM Software maintenance (SWMA) offers:

• Software upgrade entitlement within coverage period for eligible System i and System p operating system software
• Access to IBM remote technical software support
• Processor-based pricing
• Entitlement beginning with your hardware installation

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How do I terminate my software license contract?

You have to send a termination request to IBM, giving 30 days advance notice. Termination effective date will be at the beginning of the following month.

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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:

PT IBM Indonesia
The Plaza Office Tower 16th - 18th Floor
Jl. M.H. Thamrin Kav. 28 - 30
Jakarta 10350

or by fax: +62-21-29925001

or submit your request online, or call your IBM Customer Support Team on +62-21-2992 5881 or 001-803-606291 between the hours of 09:00 to 17:30.

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How can I activate a ServicePac contract?

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

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I have a recurring contract with IBM, in case of any price changes, how will I be informed?

For existing recurring contracts, IBM provides a 3-month written notice of any price increase. For price decrease, this will be effective immediately.

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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. Please submit an online request. To allow us to better assist you, please include as much detail as possible.

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