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?
- 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 telephone our technical support.
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. Please specify the contract number or machine type, serial number(s) for which you want the information. You may also call our Customer Support OnLine Center on +84 (4) 3 946 2000.
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 08705 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 +84 (4) 3 946 2000, 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 online.
How do I renew my maintenance service contract?
Requests to renew a maintenance contract may be submitted online. 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 Customer Support OnLine Center on +84 (4) 3 946 2000 option 2 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:
IBM Vietnam Company
2nd Floor, Pacific Place
83B Ly Thuong Kiet
Hanoi, Vietnam
or by fax: +84 (4) 3 9460203
or submit your request online, or call your IBM Customer Support Team on + 84 (4) 3 9462161 between the hours of 09:00 to 17:00.
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 our Key Management Service Center on +84 (4) 3 946 2000 for information on software license keys.
What is the contact number for the Parts sales Centre?
For all requests please call: +84 (4) 3 946 2161 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 inventory or maintenance enquiry and you can contact them on +84 (4) 3 946 2161, Monday to Friday, between the hours of 09:00 - 17:00 for assistance. You may also submit a request online. To allow us to better assist you, please include as much detail as possible.
