IBM or your reseller will either repair or exchange the failing Machine at your location and verify its operation. You must provide suitable working area to allow disassembly and reassembly of the IBM Machine. The area must be clean, well lit and suitable for the purpose. For some Machines, certain repairs may require sending the Machine to an IBM service center.
A service technician is scheduled to arrive on site on the next business day after receiving your call. Business day is typically 8 A.M. to 5 P.M. local time, Monday through Friday, excluding holidays. The 9×5 designation represents 9 hours per day, 5 days per week.
A service technician is scheduled to arrive on-site within 24 hours of receiving your call, typically the same day. Service is provided around the clock, every day, including holidays. The 24×7 designation represents 24 hours per day, 7 days per week.
You will disconnect the failing Machine for collection arranged by IBM. IBM will provide you with a shipping container for you to return your Machine to a designated service center. A courier will pick up your Machine and deliver it to the designated service center. Following its repair or exchange, IBM will arrange the return delivery of the Machine to your location. You are responsible for its installation and verification.