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?
• How do I renew my maintenance service contract?
• How do I report equipment that is returned to IBM or sold to another business?
• What are the implications if I don't order or renew my software maintenance when I purchase my system?
• 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 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 using My request (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.

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How do I renew my maintenance service contract?

Requests to renew a maintenance contract may be submitted online using My request (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.

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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 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 us on toll free 1800-060-127 (or +66-2-273-4299), Monday to Friday, 8:30 am - 5:30 pm.

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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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What is the contact number for the Parts sales Centre?

For all requests please call:
662-2734240 between the hours of 09:00 - 17:00

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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. You can contact us through the options available under 'We're here to help'.

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For technical inquiries please call 1800-299-229 or

• Open a service request
• Technical support