Frequently asked questions

Find answers to FAQs on IBM contracts, orders, deliveries, invoices and payments.

How do I register for Contracts OnLine?
How do I raise an inquiry online?
Why should I obtain an IBM User ID and password?
Who do I contact with questions about hardware or software maintenance contracts and related price quotes?
Who can I talk to about my services support?
How do I get a copy of my contract?
How do I terminate my software license contract?
How do I terminate or make changes to coverage on my maintenance contract?
What if I have a contract question that isn't answered here?

How do I register for Contracts OnLine?

Contracts Online is an application used for the end-to-end processing of your IBM contracts (including viewing, approving and signing). Access to Contracts OnLine is a two step process, first you must have an IBM ID and password and then you must be entitled to use the tool.

Learn more about IBM registration

Once you have an IBM ID and password, please contact your IBM Contract Representative or our Customer Support OnLine team on 1-877-504-8930, option 4, Monday thru Friday, 8:00 am - 6:00 pm EST to complete the entitlement process.

Learn more about Contracts OnLine

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.

You will receive a response from an IBM representative within one business day, either in the form of an e-mail from ‘My requests’ with a link to your answer and any related documentation or directly by a Customer Support Team representative if an answer requires further research or information. You are notified of final responses via an automated e-mail which refers you to the response details in the My requests application so that you can have easy access to the request at any time.

Learn more about My requests or contact our Customer Support OnLine Center on 1-877-426-6006, option 2 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 an IBM User ID and password you can request entitlement to various e-tools such as Order Status OnLine and Invoices On-Line. Learn more about registration and the e-tools available in your country.

Please supply the following information when registering for your IBM User ID:

User ID (in e-mail format, e.g. jdoe@us.ibm.com; this will be checked against IBM records to verify it is not in use by another previously registered user)
Password (8 character minimum)
A security challenge question and answer
Personal information: Country of residence, language preference, first name, last name, e-mail address, daytime telephone number
Company information: Company name, street address, city, state or province, zip or postal code and country location (of the business address)

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 and related price quotes?

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 on 1-888-426-4343, your local IBM Marketing Representative, or Business Partner.

If you need a renewal quote on an existing contract with no changes required or a quote for budget and planning cost estimates, please submit your request online (you will need to initially register with IBM to obtain an IBM User ID and password). 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 1-877-426-6006, option 2.

For Federal customers, you can contact our Government support team at 1-800-333-6705.

Who can I talk to about my services support?

Please call Customer Support OnLine on 1-877-426-6006, option 2 between the hours of 8:00 am to 8:00 pm EST, where an IBM representative will ensure your inquiry is addressed.

How do I get a copy of my contract?

Please complete this e-form (you will need to initially register with IBM to obtain an IBM User ID and password), or call a Customer Support OnLine representative on 1-877-426-6006, option 2 from 8am-8pm EST, Monday-Friday.

How do I terminate my software license contract?

License termination rules vary depending on the software: Passport Advantage SW licenses are pre-paid one time charge and they do not require cancellation. Auto-renewal of these contracts will be automatically cancelled after 75 days if no payment is received or payment received.

Recurring monthly licenses: Please advise our software department at csosoft@us.ibm.com of cancellation requirement and include:

Customer number
Name
Phone number
E-mail address
Request for discontinuance

IMPORTANT: ALL copies of Software must be destroyed per cancellation process and confirmation of this must be included in e-mail.

You are required to provide 30 day notification unless your installed machine has also been removed from use.

How do I terminate or make changes to coverage on my maintenance contract?

You may terminate standard maintenance services for a machine on one month's notice to us if it has been on maintenance for at least 1 year. Non-standard maintenance contracts can have additional terms and conditions for termination of equipment.

Requests to add, discontinue or update the status of equipment currently under IBM Maintenance may be submitted on the IBM Inventory OnLine Web Application. You will need to register the first time you visit, then just select the equipment you wish to update and submit your request. Requests may also 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 machine type and serial number(s), and if available, the invoice number(s), contract number(s) and effective date you wish the coverage to start or stop. For equipment being discontinued, please advise if you no longer have the machine and/or have taken it out of use. This will allow us to correctly update our records. You may also call our Customer Support OnLine Center at 1-877-426-6006, option 2 for assistance.

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 inquiries and you can contact them on 1-877-426-6006, option 2 for assistance during business hours. You may also submit an online request using My request (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.