Frequently asked questions

• 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?
• My IBM equipment was purchased from another country and shipped locally, how will equipment inventory records be updated?
• What are the implications if I don't order or renew my software maintenance when I purchase my system?
• How do I get software license keys for my machine?
• 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.

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Where can I get information about ServicePac?

Please find here more information about ServicePac.

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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.

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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?

For all requests with no Maintenance Agreement, you can get the appropriate technical support by calling Customer Support Team at: +62-21-2992 5881 or 001-803-606291. This support will be billed according to the hourly Per Call Maintenance Terms and Conditions.

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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.

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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:

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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My IBM equipment was purchased from another country and shipped locally, how will equipment inventory records be updated?

Please contact your local IBM Representative and request for your inventory records to be updated.

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What are the implications if I don't order or renew my software maintenance when I purchase my system

An "After License Fee" must be purchased to reinstate maintenance coverage when a customer chooses to:

a) not order IBM Software maintenance at time of initial purchase or

b) not 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).

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How do I get software license keys for my machine?

Please request for your software license key here.

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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 inventory or maintenance enquiry. Please submit a request online. To allow us to better assist you, please include as much detail as possible.

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For technical inquiries please call 0-800-1403-555 or

• Open a service request
• Technical support