IBM Service Call Process

IBM Maintenance Service

If you need service on your equipment please call 1-800-IBM-SERV (1-800-426-7378). This number will connect you directly to the IBM Call Center responsible for initiating the service call. When placing a call please have the machine type and serial number available for the equipment requiring service.

If you need maintenance during the first 60 days, called the Initial Enrollment Period (IEP), the IBM Call Center may not be able to verify a contract in process for your equipment through the standard IBM Process. This is a normal occurrence as it takes some time for the contracts to be completely processed and reflected within the IBM information systems. If, for this reason, the IBM Call Center is unable to verify a contract please ask them to transfer you to the Customer Entitlement Team (CET). The CET has been set up to handle any customer service requirements during the Initial Enrollment Period. The CET will work with you to verify the equipment requiring service is on a valid contract, which is currently being processed by IBM.

The CET is open from 6am-11pm Eastern Time (Monday-Friday). If you placed a service call outside these hours and 1-800-IBM-SERV cannot verify entitlement please tell the call taker you have a contract in process at IBM through the Partner Channel and need to speak to the Duty Manager. During off-hours the Duty Manager will perform the function of the CET.

Some services, such as IBM installation of Customer Setup machines are not included in a ServiceSuite contract. These services are available as a separate contracted service through S1 IT Solutions.

IBM Support Line (SWMA)

Call 1-800-IBM-SERV (Option 2)
The IBM Call Center will ask a series of questions that will designate the routing of your call.
Since there will not be any technicians dispatched to the enduser location, a proof of purchase, along with copies of contracts will be required during the Initial Enrollment Period to receive this service.

Tech Support Links for IBM Hardware and Software