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IBM e-Pac 1-year

1. At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 41E8849 IBM Software Support Services ServicePac for Support Line for Linux on System x or Blade server 1 year 24x7 Linux support on a single 2 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the LINUX for PC product group which can be found at the following web link htto Awww 03 ibm com services sl products java2 html EMEA S27 Part Number 20090730 Page 27 of 40 ServicePac Part Number List for Software Support Services In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basi
2. IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J8572 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 Foundation Essentials Essentials Plus level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Foundation Essentials product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by te
3. IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor EMEA IS27 Part Number 20090730 Page 14 of 40 ServicePac Part Number List for Software Support Services This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 71Y2803 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 Advanced level VMware support on up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Advanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM pr
4. following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Frida
5. Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holid
6. by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of 180 days from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 40 of 40
7. corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J8578 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 Foundation Essentials Essentials Plus level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Foundation Essentials product group which can be found at the following web link _http www 03 ibm com services s products java2 h
8. for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 12X6787 IBM Software Support Services ServicePac for Support Line for VMware on BladeCenter 3 year 24x7 VMware Enhanced support on a single BladeCenter including the installed Blades For this part number IBM will provide
9. in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided duri
10. isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 65Y5204 IBM Software Support Services Support Line for Midrange Disk Storage ServicePac 1 year 24x7 Midrange Disk Storage support on a single DS5000 device For this part number IBM will provide you remote assistance in the form of how to and usage support via telephone from an IBM support centre on all the products specified within the MID RANGE DISK product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration inst
11. new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 22 of 40 ServicePac Part Number List for Software Support Services 51J9302 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 3 year 24x7 MS Windows or Linux support on a single 8 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link http Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable eff
12. service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 71Y2798 IBM Software Support Services Servi
13. this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibil
14. within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during EMEA IS27 Part Number 20090730 Page 19 of 40 ServicePac Part Number List for Software Support Services Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for C
15. 40 ServicePac Part Number List for Software Support Services 51J8579 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 Standard level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Standard product group which can be found at the following web link _ http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for a
16. BM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J9297 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 1 year 24x7 MS Windows or Linux support on a single 8 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at
17. M is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J9295 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 1 year 24x7 MS Windows or Linux support on a single 2 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link http Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s
18. Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of 180 days from the receipt of the confirmation mail 61P7383 IBM Software Support Services ServicePac for 180 day Start up support on System x 180 day 8x5 support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information Note Service does not include assistance for 1 connectivity issues 2 remote or unattended installations 3 the set up of options not provided by IBM or 4 non bundled or non preloaded applications In providing this service IBM will use commercially reasonable efforts to respond
19. ServicePac Part Number List for Software Support Services Software Support Part Numbers Part Number Page Part Number Page Part Number Page 12X6780 2 5138571 13 71Y2806 11 12X6781 2 5138572 14 71Y2807 11 12X6782 3 5138573 14 71Y2808 11 12X6783 3 5139574 15 71Y2809 12 12X6784 4 5138575 16 12X6785 4 51J8576 16 12X6786 5 5158577 17 12X6787 5 51J8578 17 12X6788 32 5138579 18 12X6789 32 51J8580 18 12X6790 33 5139294 19 12X6791 33 5139295 19 29R5097 30 51J9296 20 29R5098 30 5139297 20 29R5099 31 51J9298 21 41C5615 39 51J9299 21 41C5756 34 51J9300 22 41C5757 35 51J9301 22 41C5758 36 51J9302 23 41C5759 37 51J9303 23 41C5760 37 61P7383 40 4105761 37 65Y4934 24 41E8848 27 65Y4935 24 41E8849 27 65Y4936 24 41E8850 28 65Y4937 25 41E8851 28 65Y5202 25 43X3840 39 65Y5203 26 46D3512 6 65Y5204 26 46D3513 6 65Y5205 27 46D3514 6 71Y2797 9 46D3515 7 71Y2798 9 46D3516 7 71Y2800 10 46D3517 8 71Y2801 10 46D3518 8 71Y2802 13 46D3519 9 71Y2803 15 51J8569 9 71Y2804 16 51J8570 9 71Y2805 18 EMEA IS27 Part Number 20090730 Page 1 of 40 ServicePac Part Number List for Software Support Services Support Line Offerings 12X6780 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade servers 1 year 24x7 VMware Enhanced support on a single server with up to 2 processors For
20. a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 51J9303 IBM Software Support Services ServicePac for Support Line for Windows or Linux on BladeCenter 3 year 24x7 MS Windows or Linux support on a single BladeCenter including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link htto Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem c
21. a telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defec
22. allation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 26 of 40 ServicePac Part Number List for Software Support Services 65Y5205 IBM Software Support Services Support Line for Midrange Disk Storage ServicePac 3 year 24x7 Midrange Disk Storage support on a single DS5000 device For this part number IBM will provide you remote assistance in the form of how to and usage support via telephone from an IBM support centre on all the products specif
23. ance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 29R5098 IBM Software Support Services ServicePac for IBM Director Software Support 1 year 8x5 IBM Director software support for up to 20 Director agents For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on the IBM Director systems management program running on an System x or Blade management server and up to 10 IBM Director agents IBM will also include support for the following complementary programs from IBM Active PCI Manager Capacity Manager Rack Manager Software Rejuvenation System Availability Software Distribution Remote Deployment Manager S g en In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance fo
24. ause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 23 of 40 ServicePac Part Number List for Software Support Services 65Y4934 IBM Software Support Services Software Support for Microsoft Windows Small Business Server Essential Business Server Standard Edition on System x 1 year 24x7 MS Windows SBS EBS software support on a single server For this part number IBM will provide you remote assistance in the form of software support via telep
25. ays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 4 of 40 ServicePac Part Number List for Software Support Services 12X6786 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 VMware Enhanced support on a single server with 6 to 8 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and
26. ble and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 12X6789 IBM Software Support Services RTS ServicePac for System x 3 year 8x5 support on a single 2 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect availab
27. c short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will pr
28. ce for a period of three years from the receipt of the confirmation mail 51J9294 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 1 year 24x7 MS Windows or Linux support on a single 1 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link http Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IB
29. cePac for Support Line for VMware on System x or Blade server 3 year 8x5 VirtualCenter Standard level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on VMware VirtualCenter Standard In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license EMEA IS27 Part Number 20090730 Page 9 of 40 ServicePac Part Number List for Software Support Services For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify
30. ch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problem
31. ch of your System x or Blade OS assistance with the installation of your System x or Blade accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information Note Service does not include assistance for 1 connectivity issues 2 remote or unattended installations 3 the set up of options not provided by IBM or 4 non bundled or non preloaded applications In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to
32. cially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 71Y2804 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade se
33. cluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 71Y2807 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 VirtualCenter Heartbeat level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on VMware VirtualCenter Heartbeat In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is i
34. dentified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 71Y2801 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 VirtualCenter Standard level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on VMware VirtualCenter Standard In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMwa
35. dentified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 71Y2808 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 24x7 VirtualCenter Heartbeat level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on VMware VirtualCenter Heartbeat In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authori
36. e Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 51J8569 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 Foundation Essentials Essentials Plus level VMware support on a single server wit
37. e request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 41C5759 IBM Software Support Services RTS ServicePac for System x 1 year 8x5 support on a single 2 socket server For this part number IBM will provide you remote assistance in the form of software support vi
38. ear from the receipt of the confirmation mail 46D3516 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 VMware Enhanced Support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to pro
39. ective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 46D3515 IBM Software Support Services ServicePac for Support Line for VMware on BladeCenter 1 year 8x5 VMware Enhanced Support on a single BladeCenter including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In p
40. er Rack Manager Software Rejuvenation System Availability Software Distribution Remote Deployment Manager gery noo 9 In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 31 of 40 ServicePac Part Number List for Software Support Services IBM RTS Remote Technical Support ServicePac for System x or BladeCenter Offerings 12X6788 IBM Software Support Services RTS ServicePac for System x 3 year 8x5 support on a single 1 socket server For thi
41. er Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 29 of 40 ServicePac Part Number List for Software Support Services IBM Director Software Support Offerings 29R5097 IBM Software Support Services ServicePac for IBM Director Software Support 1 year 8x5 IBM Director software support for up to 10 Director agents For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on the IBM Director systems management program running on an System x or Blade management server and up to 10 IBM Director agents IBM will also include support for the following complementary programs from IBM Active PCI Manager Capacity Manager Rack Manager Software Rejuvenation System Availability Software Distribution Remote Deployment Manager gw meaoge In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assist
42. estions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 46D3518 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 VMware Enhanced Support on a single server with 6 to 8 processors For this part n
43. firmation mail 51J9301 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 3 year 24x7 MS Windows or Linux support on a single 4 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link http Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a
44. for Linux on System x or Blade server 1 year 24x7 Linux support on a single 1 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the LINUX for PC product group which can be found at the following web link htto Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions
45. ftware Support Services RTS ServicePac for BladeCenter 1 year 8x5 support on two BladeCenters including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your BladeCenter pertaining to the following set up and configuration support for your BladeCenter error free launch of your BladeCenter OS assistance with the installation of your BladeCenter accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and
46. g Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 15 of 40 ServicePac Part Number List for Software Support Services 51J8575 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 24x7 Foundation Essentials Essentials Plus level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Foundation Essentials product group which can be found at the following web link _http www 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide correc
47. h Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations EMEA IS27 Part Number 20090730 Page 20 of 40 ServicePac Part Number List for Software Support Services IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J9298 IBM Software Support Services ServicePac for Support Line for Windows or Linux on BladeCenter 1 year 24x7 MS Windows or Linux support on a single BladeCenter including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link htto Avww 03 ibm com services sl products java2 him In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to a
48. h up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Foundation Essentials product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resol
49. hone from an IBM support centre on the SBS EBS products specified within the WINDOWS product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standa
50. ied within the MID RANGE DISK product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 41E8848 IBM Software Support Services ServicePac for Support Line
51. ity of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 12X6781 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade servers 1 year 24x7 VMware Enhanced support on a single server with 3 or 4 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM wil
52. l provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 2 of 40 ServicePac Part Number List for Software Su
53. lable corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor EMEA S27 Part Number 20090730 Page 34 of 40 ServicePac Part Number List for Software Support Services This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 4105757 IBM Software Support Services RTS ServicePac for System x 1 year 8x5 support on a single 2 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free laun
54. lated problem questions for a known defect available corrective service information Note Service does not include assistance for 1 connectivity issues 2 remote or unattended installations 3 the set up of options not provided by IBM or 4 non bundled or non preloaded applications EMEA IS27 Part Number 20090730 Page 39 of 40 ServicePac Part Number List for Software Support Services In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during
55. le corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift EMEA IS27 Part Number 20090730 Page 32 of 40 ServicePac Part Number List for Software Support Services For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years fro
56. lems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 65Y5203 IBM Software Support Services Support Line for Midrange Disk Storage ServicePac 3 year 24x7 Midrange Disk Storage support on a single DS4000 device For this part number IBM will provide you remote assistance in the form of how to and usage support via telephone from an IBM support centre on all the products specified within the MID RANGE DISK product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in
57. lephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 51J8573 IBM Software Suppo
58. ll problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 71Y2805 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 Advanced level VMware support on up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Advanced product group which can be found at the following web link _http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the ve
59. m cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 12X6785 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 VMware Enhanced support on a single server with 3 or 4 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http
60. m the receipt of the confirmation mail 12X6790 IBM Software Support Services RTS ServicePac for System x 3 year 8x5 support on a single 4 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to is
61. me Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disrup
62. mercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Custom
63. nd provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of y
64. ndor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 51J8580 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 Enterprise Enterprise Plus level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enterprise Plus product group which can be found at the following web link _ http Avww 03 ibm com services sl products ja
65. nformation review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 71Y2802 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 Advanced level VMware support on up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Advanced product group which can be found at the
66. ng Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 46D3514 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 VMware Enhanced Support on a single server with 6 to 8 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html EMEA IS27 Part Number 20090730 Page 6 of 40 ServicePac Part Number List for Software Support Services In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corr
67. oducts included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 51J8574 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 Enterprise Enterprise Plus level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the fo
68. of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 21 of 40 ServicePac Part Number List for Software Support Services 51J9300 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 3 year 24x7 MS Windows or Linux support on a single 2 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link htto Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and
69. olate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 12X6791 IBM Software Support Services RTS ServicePac for System x 3 year 8x5 support on a single 8 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x EMEA IS27 Part Number 20090730 Page 33 of 40 ServicePac Part Number List for Software Support Services error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware i
70. on System x 3 year 24x7 MS Windows SBS EBS software support on a single server EMEA IS27 Part Number 20090730 Page 24 of 40 ServicePac Part Number List for Software Support Services For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on the products specified within the WINDOWS product group which can be found at the following web link http Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defec
71. ons diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 65Y4936 IBM Software Support Services Software Support for Microsoft Windows Small Business Server Essential Business Server Standard Edition
72. orts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means
73. our business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 3 of 40 ServicePac Part Number List for Software Support Services 12X6784 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 VMware Enhanced support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the proble
74. ovide this service for a period of one year from the receipt of the confirmation mail 41E8850 IBM Software Support Services ServicePac for Support Line for Linux on System x or Blade server 1 year 24x7 Linux support on a single 4 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the LINUX for PC product group which can be found at the following web link htto Awww 03 ipm com services s products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is autho
75. ported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 46D3513 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 VMware Enhanced Support on a single server with 3 or 4 processors For this part number IBM will provide you remote assistance
76. pport Services 12X6782 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade servers 1 year 24x7 VMware Enhanced support on a single server with 6 to 8 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defec
77. provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of 90 days from the receipt of the confirmation mail 4105615 IBM Software Support Services ServicePac for 180 day Start up support on BladeCenter 180 day 8x5 support on a single BladeCenter including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your BladeCenter and installed Blade servers pertaining to the following set up and configuration support for your BladeCenter error free launch of your BladeCenter OS assistance with the installation of your BladeCenter accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code re
78. provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is EMEA IS27 Part Number 20090730 Page 37 of 40 ServicePac Part Number List for Software Support Services authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 38 of 40 ServicePac Part Number List for Software Support Services IBM Start up Support Offerings 43X3840 IBM Software Support Services ServicePac for 90 day Start up support on System x or Blade server 90 day 8x5 support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x or Blade server pertaining to the following set up and configuration support for your System x or Blade server error free laun
79. questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the con
80. r basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 30 of 40 ServicePac Part Number List for Software Support Services 29R5099 IBM Software Support Services ServicePac for IBM Director Software Support 1 year 8x5 IBM Director software support for up to 50 Director agents For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on the IBM Director systems management program running on an System x or Blade management server and up to 10 IBM Director agents IBM will also include support for the following complementary programs from IBM Active PCI Manager Capacity Manag
81. r this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link htto Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility
82. rd business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 65Y4935 IBM Software Support Services Software Support for Microsoft Windows Small Business Server Essential Business Server Premium Edition on System x 1 year 24x7 MS Windows SBS EBS software support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on the SBS EBS products specified within the WINDOWS product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questi
83. re products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 10 of 40 ServicePac Part Number List for Software Support Services 71Y2806 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 VirtualCenter Heartbeat level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via
84. related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 4105761 IBM So
85. rized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 41E8851 IBM Software Support Services ServicePac for Support Line for Linux on System x or Blade server 1 year 24x7 Linux support on a single 8 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the LINUX for PC product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html EMEA IS27 Part Number 20090730 Page 28 of 40 ServicePac Part Number List for Software Support Services In providing this service IBM will use com
86. rm of software support via telephone from an IBM support centre on all the products specified within the VMware Enterprise Plus product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided durin
87. roviding this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one y
88. rt Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 Standard level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Standard product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified
89. rver 1 year 24x7 Advanced level VMware support on up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Advanced product group which can be found at the following web link _ http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is EMEA IS27 Part Number 20090730 Page 16 of 40 ServicePac Part Number List for Software Support Services authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where
90. s is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 41C5758 IBM Software Support Services RTS ServicePac for System x 1 year 8x5 support on a single 4 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation EMEA IS27 Part Number 20090730 Page 35 of 40 ServicePac Part Number List for Software Support Services code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your servic
91. s part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if availa
92. s working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone coun
93. se and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 71Y2797 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 VirtualCenter Standard level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on VMware VirtualCenter Standard In providing this service IBM will use commercially reasonable efforts to respond by telephone to your
94. ssist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J9299 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 3 year 24x7 MS Windows or Linux support on a single 1 socket server Fo
95. t is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 36 of 40 ServicePac Part Number List for Software Support Services 41C5760 IBM Software Support Services RTS ServicePac for BladeCenter 1 year 8x5 support on a single BladeCenter including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your BladeCenter pertaining to the following set up and configuration support for your BladeCenter error free launch of your BladeCenter OS assistance with the installation of your BladeCenter accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code
96. t is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 65Y4937 IBM Software Support Services Software Support for Microsoft Windows Small Business Server Essential Business Server Premium Edition on System x 3 year 24x7 MS Windows SBS EBS software support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on the SBS EBS products specified within the WINDOWS product group which can be found at the following web link http Avww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Pri
97. telephone from an IBM support centre on VMware VirtualCenter Heartbeat In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday ex
98. the following web link http Awww 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday throug
99. tion of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail 65Y5202 IBM Software Support Services Support Line for Midrange Disk Storage ServicePac 1 year 24x7 Midrange Disk Storage support on a single DS4000 device For this part number IBM will provide you remote assistance in the form of how to and usage support via telephone from an IBM support centre on all the products specified within the MID RANGE DISK product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html EMEA S27 Part Number 20090730 Page 25 of 40 ServicePac Part Number List for Software Support Services In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license This service will be provided during Prime Shift for all prob
100. tive service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J8576 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 24x7 Standard level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Standard product group which can be found at the following web link _http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commer
101. tml In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 17 of
102. try where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 41C5756 IBM Software Support Services RTS ServicePac for System x 1 year 8x5 support on a single 1 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre of your System x server pertaining to the following set up and configuration support for your System x error free launch of your System x OS assistance with the installation of your System x accessories and upgrades support to analyze machine failures to check that the hardware is working fault free or returning the machine to factory installed defaults and basic short duration installation usage and configuration questions diagnostic information review to assist in problem isolation code related problem questions for a known defect available corrective service information In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make avai
103. ts If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 12X6783 IBM Software Support Services ServicePac for Support Line for VMware on BladeCenter 1 year 24x7 VMware Enhanced support on a single BladeCenter including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift a
104. umber IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the
105. ustomer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J9296 IBM Software Support Services ServicePac for Support Line for Windows or Linux on System x or Blade server 1 year 24x7 MS Windows or Linux support on a single 4 socket server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the WIN LIN OS product group which can be found at the following web link htto www 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products I
106. ution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail EMEA S27 Part Number 20090730 Page 12 of 40 ServicePac Part Number List for Software Support Services 51J8570 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 Standard level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Standard product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic i
107. va2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate EMEA S27 Part Number 20090730 Page 18 of 40 ServicePac Part Number List for Software Support Services vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this servi
108. vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 8 of 40 ServicePac Part Number List for Software Support Services 46D3519 IBM Software Support Services ServicePac for Support Line for VMware on BladeCenter 3 year 8x5 VMware Enhanced Support on a single BladeCenter including the installed Blades For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cau
109. vide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate EMEA IS27 Part Number 20090730 Page 7 of 40 ServicePac Part Number List for Software Support Services vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 46D3517 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 8x5 VMware Enhanced Support on a single server with 3 or 4 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http www 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration qu
110. will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of three years from the receipt of the confirmation mail EMEA IS27 Part Number 20090730 Page 5 of 40 ServicePac Part Number List for Software Support Services 46D3512 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 VMware Enhanced Support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Avww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Sup
111. y excluding national holidays IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J8571 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 8x5 Enterprise Enterprise Plus level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enterprise Plus product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications EMEA IS27 Part Number 20090730 Page 13 of 40 ServicePac Part Number List for Software Support Services For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products
112. you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays IBM will provide this service for a period of three years from the receipt of the confirmation mail 71Y2800 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 24x7 VirtualCenter Standard level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on VMware VirtualCenter Standard In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is i
113. you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 51J8577 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 1 year 24x7 Enterprise Enterprise Plus level VMware support on a single server with up to 2 processors For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enterprise Enterprise Plus product group which can be found at the following web link _http www 03 ibm com services sl products java2 htm In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For VMware products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide
114. you remote assistance in the form of software support via telephone from an IBM support centre on all the products specified within the VMware Enhanced product group which can be found at the following web link http Awww 03 ibm com services sl products java2 html In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prime Shift and provide remote assistance for basic short duration installation usage and configuration questions and questions regarding IBM Supported Product publications For IBM products included within this group IBM will provide remote assistance for code related problem questions diagnostic information review to assist in isolation of a problem cause and for known defects make available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license For non IBM products IBM will assist you to isolate the problem cause and provide you with recovery information if available from the vendor IBM will provide corrective service information and program fixes if available and IBM is authorized to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service
115. zed to provide to you for known defects If a new unknown defect is identified IBM will report it to the appropriate EMEA S27 Part Number 20090730 Page 11 of 40 ServicePac Part Number List for Software Support Services vendor and notify you of IBM s actions At this point IBM support shall be fulfilled Resolution of these problems is the responsibility of the vendor This service will be provided during Prime Shift for all problems IBM standard business hours in the local time zone country where you receive the Service e g 9 a m to 5 p m Monday through Friday excluding national holidays and Off Shift all hours outside Prime Shift for Customer Critical Problems Customer Critical Problem means a problem for which you have no known temporary solution resulting in a critical disruption of your business operations IBM will provide this service for a period of one year from the receipt of the confirmation mail 71Y2809 IBM Software Support Services ServicePac for Support Line for VMware on System x or Blade server 3 year 24x7 VirtualCenter Heartbeat level VMware support on a single server For this part number IBM will provide you remote assistance in the form of software support via telephone from an IBM support centre on VMware VirtualCenter Heartbeat In providing this service IBM will use commercially reasonable efforts to respond by telephone to your service request s within two 2 hours during Prim

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