Frequently asked questions

• What should I do if my equipment is out of order?
• Where can I get information about ServicePac?
• 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 add or discontinue service from a maintenance or services contract?
• What does my Software Maintenance cover and what are the implications if I don't renew?
• How do I get software Licence 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 telephone our technical support.

Back to top

Where can I get information about ServicePac?

Please find here more information about ServicePac.

Back to top

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 +44 (0) 8705 500 900 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 +44 (0) 370 909 9997, 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).

Back to top

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:

IBM United Kingdom Limited
Customer Support Online Team - B1CE
Portsmouth
PO6 3AE

or by fax: +44 (0) 23 9256 0940

or submit your request online using My request (you will initially need to register with IBM to obtain an IBM User ID and password), or call your IBM Customer Support Team on +44 (0) 370 909 9997 between the hours of 09:00 to 17:00.

Back to top

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.

Back to top

How do I get software Licence keys for my machine?

Please contact our Key Management Service Center on +44 (0) 800 965 441 for information on software Licence keys.

Back to top

What is the contact number for the Parts Sales Centre?

For all requests please call UK: +44 (0) 1475 557 601 or IRE: +353 (0) 1815 3290 between the hours of 09:00 - 17:00 or visit our Parts Sales Centre.

Back to top

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 and you can contact them on +44 (0) 370 909 9997, Monday to Friday, between the hours of 09:00 - 17:00 for assistance. 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). To allow us to better assist you, please include as much detail as possible.

Back to top

For technical enquiries

• Open a service request
• Technical support

For your online shopping help

Online shopping