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Frequently asked questions

Find answers to FAQs on IBM contracts, orders, deliveries, invoices and payments.
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How do I raise an inquiry online?

Please visit My requests application, where you can create, view and manage your enquiries 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?

For general questions about hardware or software maintenance, contact our Customer Support Team on +94 112 493 500 between the hours of 08:30 to 17:00 where a representative will ensure your enquiry is addressed.

For general questions about hardware or software maintenance or for pricing information related to a new IBM contract, contact our Technology Services Sales and Marketing team at +94 11 2493 500, your local IBM Marketing Representative, or Business Partner.

If you need a renewal quote on an existing contract with no changes required 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 +94 11 2493 500 for assistance.

How do I get a copy of my contract?

One copy is provided initally with your contract. If you need more copies, please complete this e-form, or call your IBM Customer Support Team on +94 11 2493 500 between the hours of 08:30 to 17:00, for more information.

How do I terminate my software license contract?

Please send a request with one month notice prior to the termination to the marketing manager. You are required to provide 30 day notification of cancellation.

How do I terminate my maintenance contract?

Please contact us on +94 11 2493 500 for maintenance termination requests.

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 IBM Business Development Manager through the IBM Reception on +94 11 2493 500, Monday to Friday, 08:30 - 17:00 for assistance. You may also submit an online request. To allow us to better assist you, please include as much detail as possible.

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