Find answers to FAQs on IBM contracts, orders, deliveries, invoices and payments.
- What should I do if my equipment is out of order?
- 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 a IBM maintenance contract?
- How do I renew my maintenance service contract?
- How do I add or discontinue service from a maintenance or services contract?
- How do I report equipment that is returned to IBM or sold to another business?
- What does my Software Maintenance cover and what are the implications if I don't renew?
- 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 is the contact number for the Parts sales Centre?
- 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 contact IBM Technical Services.
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 using My requests (you will initially need to register with IBM to obtain an IBM User ID and password). Please specify the contract number or machine type, serial number(s) for which you want the information. You may also call our Customer Support Center on 1 800 88 1119 for assistance.
What do I do if I require a machine to be serviced and my machine is not covered by a IBM maintenance contract?
Service performed on equipment without maintenance coverage is billable for parts and labour, please call Technical Hotline TollFree 1 800 88 8558 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 Team on 1 800 88 1119, Monday to Friday, between the hours of 09:00 - 17:00. A Customer Support Team representative will be happy to resolve any discrepancies. You may also submit a request using our online application My requests (you will initially need to register with IBM to obtain an IBM User ID and password).
How do I renew my maintenance service contract?
Requests to renew a maintenance contract may be submitted online using My requests (you will initially need to register with IBM to obtain an IBM User ID and password). 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 Technical Hotline TollFree 1 800 88 8558 for assistance.
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:
Accounts Receivable Department
IBM Malaysia Sdn Bhd
19th Floor,Plaza IBM, No 8, First Avenue,
Persiaran Bandar Utama,47800 Petaling Jaya,
Selangor Darul Ehsan.
or submit your request online using My requests (you will initially need to register with IBM to obtain an IBM User ID and password), or call your IBM Customer Support Team on 1 800 88 1119 between the hours of 09:00 to 17:00.
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).
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 fax the information to us on your letterhead. ATTN: CSO MAINTENANCE on 1 800 88 1119.
What does my Software Maintenance cover and what are the implications if I don't renew?
Customers must purchase Software Maintenance (also known as Subscription and Support) in order to be entitled to upgrades and/or new versions or releases, as well as telephone support.
Customers who allow their current subscription to expire must either re-licence the software (i.e. purchase as new) or pay a resumption or re-instatement fee so that they can receive an upgrade to a new version or release.
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).
How do I get software license keys for my machine?
Please contact Technical Hotline TollFree 1 800 88 8558 for information on software license keys.
What is the contact number for the Parts sales Centre?
For all requests please call: Technical Hotline TollFree 1 800 88 8558 between the hours of 09:00 - 17:00.
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 contract enquiries and you can contact them on 1 800 88 1119, Monday to Friday, 09:00 - 17:00 for assistance. You may also submit an online request using My requests (you will need to initially obtain an IBM User ID and password). To allow us to better assist you, please include as much detail as possible.
