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IBM Maintenance services guideline

Scope of Services
We will provide to you which the Services Level Commitment for the machines under Maintenance service
contract with IBM. We will identify the Eligible Machines, the Services that apply to you. And will also
identify the Specified Locations at which the Services will be provided. A Specified Location may be your
entire information processing environment, or a portion thereof, which may be resident at multiple sites or a
single building. (Hanoi, Ho Chi Minh City areas )

Premium Service under ServiceSuite Package

Maintenance of IBM Machines

We will provide Service for Machines, as described in our Agreement, for those
Eligible IBM machines specified in the maintenance service contract.

Software Services

Extended Software Services are provided for the Programs we specify (called “eligible Programs”) installed
on Eligible Machines at Specified Locations. The available Services are described below by Product
platform.
The following definitions apply for Extended Software Services:

1. Prime Shift means normal business hours in the local time zone of the Specified
Location. Please refer to the Schedule for normal business hours;
2. Off Shift means all hours outside of Prime Shift; and
3. Full Shift means 24 hours a day, seven days a week (excluding national holidays).

Current eligible Programs supported by Extended Software Services may be changed


by us at any time to reflect additions or deletions.

AIX Software Services

Support Line provides telephone assistance with your 1) routine, short duration
installation and usage (“how to”) questions, and 2) code-related problems for eligible
Programs. You will have unlimited access to this Service during your selected shift. An
IBM technical specialist will return your initial call within two hours during Prime Shift
and, if you select Full Shift coverage, within four hours during Off Shift.

You are required to designate primary and backup AIX knowledgeable persons (called
“System Administrators”) to coordinate communications with us. We will specify the
total number of System Administrators based on your shift and Service selections.

If you select AIX Support Line, we provide support for the IBM AIX operating system
and support for an expanded selection of eligible Products we designate. All IBM AIX
systems at your designated location, as well as all those under the remote control of
the System Administrators, must be included. In addition to either Support Line, we
will provide you with electronic access, at your request, provided you meet the
prerequisites we specify. We will respond to your electronic questions by the end of
the next business day.
AS/400 and iSeries Software Services

Support Line provides telephone assistance with your 1) routine, short duration
installation and usage (“how to”) questions, and 2) code-related problems for eligible
Programs. You will have unlimited access to this Service during your selected shift.
An IBM technical specialist will return your initial call within two hours during Prime
Shift and, if you select Full Shift coverage, within four hours during Off Shift.

You are required to designate primary and backup platform knowledgeable persons
(called “System Administrators”) to coordinate communications with us. We will
specify the total number of System Administrators based on your shift and Service
selections.

If you select AS/400 AND iSeries Support Line, we provide support for the IBM OS/400
operating system and support for expanded selection of eligible Products we
designate. All IBM OS/400 systems at your designated location, as well as all those
under the remote control of the System Administrators, must be included.

In addition to Support Line offering, we will provide you with electronic access for that
platform, at your request, provided you meet the prerequisites we specify. We will
respond to your electronic questions by the end of the next business day.

Personal Systems Software Services

Support Line provides telephone assistance with your 1) routine, short duration
installation and usage (“how to”) questions, and 2) code-related problems for eligible
Programs. You will have unlimited access to this Service during your selected shift.
An IBM technical specialist will return your initial call within two hours during Prime
Shift and, if you select Full Shift coverage, within four hours during Off Shift.

This Service is available as Support Line. You are required to designate primary and
backup Personal Systems platform knowledgeable persons (called “System
Administrators”) to coordinate communications with us. We will specify the total
number of System Administrators based on your shift and Service selections.

If you select Support Line, we provide you support for eligible operating systems and
support for an expanded selection of eligible Products we designate. All IBM personal
systems at your designated location, as well as all those under the remote control of
the System Administrators, must be included.

In addition to Support Line, we will provide you with electronic access, at your
request, provided you meet the prerequisites we specify. Electronic access allows
you to submit questions to us electronically. We will respond to your electronic
questions by the end of the next business day.

On-site Software Support

We will help you to maintain your eligible operating system Program at the latest recommended technical
level. Once a year, we will:

1. Check the operating system Program’s technical level to determine the


needed updates;
2. Plan the new release and PTF installation;
3. Verify sufficient disk capacity for release upgrade or PTF installation;
4. Verify the inventory of Program tapes received;
5. Verify that the publications received are correct for the installation to be
performed;
6. Provide advice and guidance on performing a full system backup, including
system and application Programs and data;
7. Document the current Program configuration before installation of the new
release;
8. Install the new system Program release, PTF cumulative tape, and HIPER PTFS;
9. Restore changes to IBM supplied objects as applicable; and
10.Remove any obsolete system objects.

We will provide this Service at a mutually agreeable time.

In case of a problem, we will assist you in determining whether the problem is


hardware or software related. For software related problems, we will also assist you in
identifying the software component that is the source of the problem.

Full Shift Support

We will provide 24 hours a day and 7 days a week support to you excluding national holidays. However for
non-emergency problem solving, support is only available during prime shift. For On-site Software Support
outside of prime shift, only metropolitan area is covered.

IBM Services process:


1. HW Call Dispatching procedure
2. HW Call Handling procedure
3. 2nd Level Support procedure
4. Regional support operation
5. Critical Situation Management (CRISIT)
6. Parts Replenishment procedure
7. Parts Ordering (emergency) procedure
8. Customer Responsibility
HW Call Dispatching Procedure
1. Customer calls in for HW Maintenance Service
2. IBM Services Call Center Personnel (ServicesAdmin) asks the customer for the
following information and input into Entitlement checking system (on-line system):
-
a. Company Name (customer name) and contact person’s name
b. Machine Type and Machine Serial Number
c. Problem description
d. Customer address, telephone number
3. ServicesAdmin verifies Machine Type/Serial Number status for Maintenance
Agreement (MA)/Warranty coverage entitlement.
a. Entitlement checking will be made against machine status and support level
in database.
b. Assign system incident number.
4. If machine is not under entitlement, ServicesAdmin will advise the customer that
the machine is not under IBM Maintenance Agreement/warranty coverage.
ServicesAdmin will then ask the customer if the customer will want IBM to provide
diagnostic service on a Per Call basis, which the customer must agree to pay Per
Call service charge by getting customer’s signature on Per Call form with :
a) ServicesAdmin will inform the Customer about the minimum service charge (2 hours) and for
estimated labour charge (rate per hour).
b) ServicesAdmin asked customer to get more information for the Percall Service
form : Fax number, Address to send invoice , Customer’s Bank account number
and update to database.
c) Fullfill the Customer Check List Form (Export Regulation) for documentation
and get new customer number from Services-Contract Admin
5. In the event that the customer refuses to pay Per Call Charge but insists that IBM
must provide maintenance service, ServicesAdmin must inform Customer Account
Owner and/or Service Manager to handle situation.
6. In the event that the machine is under MA/warranty or Per Call charge was
handled, ServicesAdmin will call CE to assign the call to help customer solve HW
problems via phone.
7. ServicesAdmin will track status of call assignment within the target elaspe time.
Target elaspe time is 30 minutes for call within Metropolitan area (Hanoi & HCMC), and 120 minutes
for call outside Metropolitan area (remote).
8. If ServicesAdmin has problem assigning call to CE within the target elaspe time,
ServicesAdmin will contact CE Manager and ask CE Manager to assign call to
his/her CE. Upon being contacted by ServicesAdmin, CE Manager will help
ServicesAdmin assign call to his/her CE.

HW Call Dispatching Service Level commitment:


Measurement by Elapse Time :
Metropolitan less than 30 minutes
Remote less than 120 minutes
HW Call Handling Procedure
1. ServicesAdmin assigns call to CE.
2. CE calls the customer to provide support over phone, or make appointment with
the customer when CE will be on-site to provide the maintenance service within
defined response time and problem severity .
3. For Per Call machine, CE will inspect the machine and perform machine problem
diagnosis. CE will provide the estimated parts cost and labor cost to the Customer.
Prior to performing machine problem fixing, CE will obtain customer’s signature for
Per Call Service charge using Per Call form. If the customer does not agree to pay
Per Call Service charge, no maintenance service will be provided to the customer.
If the customer does not agree to pay Per Call service charge but insist that IBM
must provide maintenance service, CE will informed CE Manager/Services
Manager the situation to handle.
4. As part of machine problem fixing, if CE needs to change machine part(s) to fix
the machine, CE will request for parts from IBM Parts Center and will use the
part(s) to fix the machine. If CE encounters problem during fixing the machine, CE
will follow the Alert Procedure as described in the Alert Procedure and Severity
Criteria and will ask for 2nd Level Support, as necessary.
5. After fixing the machine, CE will verify that the machine is restored to good
working condition. CE will perform a defined diagnostic test and verifications
according to the MAPS (Maintenance Analysis Procedures) and will perform
functional tests according to MIM (Maintenance Information Manual). This shall be
done before asking the customer to sign off CE Report.
6. Acceptance criteria of IBM maintenance service is when the customer resume
operation of the machine. After ensuring that the machine is restored to good
working condition, CE will notify the customer that the machine has been
successfully fixed and will submit a CE Report to the Customer to sign off. For Per
Call Machine, the CE Report will also specify the labour hours/cost and part(s)
replacement/cost and require the customer to sign off the Work Acceptance on Per
Call form.
Exception : CE Report needs not be submitted to the customer for signing off if the
machine fixing is done by remote support and not Per Call/overtime .
7. Except for exception in Step 6, CE will send completed CE Report/Per Call form
with customer signature to ServicesAdmin for on-line call completion in database.
For the case of exception in step 7, CE will complete call on-line in database by
himself/herself without having to prepare and send a CE Report to ServicesAdmin.
CE Report, however, will always be required from CE for
a) activity performed for Per Call machine, or
b) activity performed during overtime period.
8. Upon receiving CE Reports/Per Call from CE, ServicesAdmin will close call/update
the Resolution time by completing call on-line in database for CE and send the Per
Call form to Contract Admin for billing.

HW Call Handling Service Level commitment:


1. Average Response Time
Metropolitan Area (Hanoi & HCMC):
- PC Server of Warranty less than 24 Hours
- PC Server of MA/Lan Care less than 4 Hours
- PC Product less than 24 Hours
- Others IBM product less than 2 Hours
Remote (for Danang Only):
- PC Server less than 8 Hours
- PC Product less than 24 Hours
- Others IBM product less than 6 Hours
2. Average Resolution Time
Metropolitan Area (Hanoi & HCMC):
- PC Server less than 72 Hours
- PC Product less than 24 Hours
- Others IBM product less than 72 Hours
Remote (for Danang Only):
- PC Server less than 72 Hours
- PC Product less than 48 Hours
- Others IBM product less than 72 Hours
2nd Level Support Procedure

1. CE (Customer Engineer) contacts Technical Support Group CE (TSG1 CE) for 2nd
Level Support (technical assistance and support) when CE encounters machine
problem(s) that CE can’t fix or the severity level 1 or 2 that needs 2nd Level
Support.
2. If CE cannot contact TSG CE or TSG CE is not available to provide 2nd Level
Support, CE will call/page CE Manager, who will assign another assistant with TSG
CE role.
3. CE describes to TSG CE the machine symptom and the details of machine problem
and actions that have already been taken by CE. TSG CE will recommend to CE the
action steps to fix the machine problem. TSG CE will create the incident in the
Problem Management Handling System (PMH) so that the problem is raised into
the system to alert Regional Support Center in Australia or Japan of the machine
problem. Regional Support Center will help TSG CE identify solution to the
machine problem.
4. CE performs action steps recommended by TSG CE. CE will report the result of
actions taken. If the machine problem is fixed, CE and TSG CE will complete call in
database.
5. If the machine cannot be fixed through assistance via phone by TSG CE, TSG CE
make decision to go to the machine location to provide on-site support and work
together to solve the machine problem.
6. If the machine problem still cannot be fixed after on-site support by TSG CE, TSG
CE will notify CE Manager of the situation and will ask for Services Manager's
decision if outside country fly-in support is necessary.
7. Services Manager will decide if outside country fly-in support is necessary and
inform CE Manager. In situation where outside country fly-in support is necessary,
CE Manager will contact Regional Technical Support Group, to help identify
experienced CE in the region who can quickly come to Vietnam to provide on-site
support. Alert Procedure and Severity Criteria will be used by CE, TSG CE and CE
Manager as a reference guide in handling the situation.
8. When the machine problem is fixed, CE will update ServicesAdmin through activity
reporting (and TSG CE in case where only assistance via phone is provided by TSG
CE).
9. CE and TSG CE will complete call in database.
10.TSG CE will review the solution steps required in fixing the machine problem. TSG
CE will close the incident in the Problem Management Handling System (PMH).
11.TSG CE will inform CE Manager that the problem has been fixed and will provide
update to other CEs to know how handle similar or same machine problem in the
future.

2nd Level Support Service Level commitment:


Average resolution time (Fix Time) within 8 hours.

1
For Hanoi – the TSG Group is counterpart in HCMC and vice versa due to the shortage in
resources in VN. TSG group should consist of at least following people : Vien, Giang, Son, Dinh
Regional support operation

HOURS OF OPERATION (US) PRIMESHIFT/OFFSHIFT - OPHRS

Primeshift:
Monday -Friday, 7AM-7PM CST – Prime Shift
(Excluding US National Holidays)
- New Year’s Day
- Memorial Day
- 4th of July
- Labor Day
- Thanksgiving
- Christmas
Offshift: All other times – Off Shift

See WORLD TRADE (ONETEAM) PROCEDURES


- OTHERGEO for World Trade PMRs

TECHNICAL ASSISTANCE – TECHASST PRIMESHIFT:

If the PMR resides in an open queue in RETAIN, check for queue owner, locate the
owner of the pmr and contact via callup/bluepages information. Please listen to the
entire phone message to determine if there is a backup contact listed. If so, please
contact the backup. If no contact is made, please contact PMR owner’s manager

Offshift (US)
** NOTE Before using this Offshift Process, please ensure that:
- There is a dump on Support Database/Server for pmrs requiring dump analysis
- There is a Severity 1 PMR on a Level 3 RETAIN queue with a clear problem
description
- There is a 24-hour contact number for the customer. If the customer leaves a
pager number, be prepared to contact the customer and transfer the call between
the customer and the level 3 team member.
After 5PM CST, call the primary pager number in the level 3 After Hours Callout
Process, located in related internal website of support)

Level 3 Callout Process : If there is no response to the page in 15 minutes, page a


second time. If there is still no response, call the backup pager.

PROBLEM RESOLUTION OWNERSHIP MODULE (PROMise)

Participating queue’s for RS/6000 :


L3PROM,165 L3TCP,165 L3KERN,165 L3PERF,165 L3NFS,165 L3TTY,165
L3INST,165
Participating queue’s for AS/400 :
ASFSG,672 ASOS,652

Primeshift
1. Queue secondary PMR to Level 3.
2. Call or sametime one of the contacts for Level 3
ESCALATION PROCESS - ESCAPROC

For Primeshift & Offshift Duty Manager call:


1-800-CALLAIX (800-225-5249) & ask for Duty Manager
1-888-449-9093 t/l 442-5139

WORLD TRADE (ONETEAM) PROCEDURES - OTHERGEO

No World Trade (OneTeam) PMR will have a country code of 000

REQUEUING THE WORLD TRADE (OneTeam) PMR:

WT Support Center places PMR on proper Level 3 Queue.


For example:DUMPS,165 L3KERN,165 L3USER,165 L3TCP,165 or any other 165
queue. If you are having problems determining where the PMR should go to intranet
website for information.
After placing the PMR in the appropriate queue the PMR will be responded to in
accordance with the OneTeam response criteria.

If Immediate attention for SEV 1 PMR’s is needed WT support center calls 1 512-823-
9090
Leave the following information:
- PMR Number, Branch, and Country code
- Name
- Phone #
- Reason for Severity 1 status

W3/DFS UNAVAILABLE – DOWN

If http://w3.austin.ibm.com/:/projects/service/public_html
/process/AIXL3/callout/index.html is DOWN then page the following pager: 512-370-
6252 (SEE NOTE BELOW)

NOTE : This pager should ONLY be used in the event that the webserver/DFS is down.
This contact will maintain a hard copy of the contact references for AIX L3. This is
*NOT* a backup contact for technical pageouts, nor is it to be used to report
aixproc/w3/DFS server problems.
Critical Situation Management (CRISIT)
This document consists of the following sections.
1. Overview
2. Problems that could lead to Critical Situations
3. Critical Situation prevention
4. Process steps - detail description
5. Process measurements
6. Roles and responsibilities

1. Overview

A critical situation is unresolved customer satisfaction situation with an IBM product


or service solution where
- the normal support structure has been reasonably exercised, and
- customer satisfaction is at risk and has begun to erode

The Critical Situation Management process accelerates the resolution of the customer
issues by rapidly deploying the necessary actions and procedures from country,
above country, worldwide, and divisions.

Objectives:
- Solve the immediate customer problems
- Restore overall customer satisfaction
- Prevent recurrence on similar situations

The overall process owner for the Critical Situation Management process will have the
responsibilities to:
- Ensure the process runs effectively on all affected AP units, and take corrective
actions with responsible contact in related Brand Availability Services functions
- Be responsible for the process implementation each country/region

In addition :
- Availability Services leaders should assume lead responsibility on defect or
problem related issues
- Brand and Industry Solution Unit (ISU) leaders should assume lead
responsibility on product function or solution related issues

The Critical Situation Management process should be incorporated as part of the customer action council
process.
Critical Situation Management is part of the IBM responsiveness management
process, which provides the common management system elements across customer
critical situation handling. This is important especially for situations requiring cross-
functional teamwork, e.g. M&D project offices.

2. Problems that could lead to critical situations

Problems that could lead to critical situations include:

1. Product quality issues related to capability, performance, reliability,


installability, maintainability, or documentation.
2. Inadequate, unresponsive support (from IBM).
3. Need for additional advanced problem determination/problem source
identification (PD/PSI) assistance.
4. Complex integration of OEM components.
5. Design flaws resulting in missing function which was reasonably expected.
6. Function missing from a new release that was in an earlier release.
7. Solution related issues (for example capacity/performance problems).

3. Critical Situation Prevention

Critical situation can be prevented.

- The normal support structure should be used to resolve customer hardware and
software problems.
- AP Availability Services Support Group Management should be involved with
critical customer problems to expedite resolution and prevent a critical situation

Process:
1. For critical customer problems (situation that has "high severity/high impact",
"resolution time not acceptable", and/or "potential customer satisfaction at
issue), country Availability Services Management raises Availability Services
CSMR (Critical Situation Management Report) to AP Availability Services
Support Group Management.
2. AP Availability Services Support Group Management takes action to expedite
problem resolution as requested by country Availability Services Management.

4. Process Steps - Detail Description

1. Customer critical situation noted


IBM sales or services team and management working directly with customer
when
- there is customer satisfaction issue with IBM product, services, process
or policy.
- Normal support structure not making satisfactory progress
- Customer satisfaction is at risk and has begun to erode

2. Opening a Critical Situation


Account Team Management will
- decides critical situation
- assign situation manager who will
a) own local customer satisfaction management, and
b) open situation with country situation coordinator

3. Managing a critical situation

Situation Manager and country Situation Coordinator will


- alert software brand and Availability Services focal point managers
- escalate to M&D project office if the problem is product quality, defect or
PD/PSI problem
- involve AP Availability Services Support Group Management if problem is
product defect or related
- with focal point managers, assign country Resolution Manager

Situation Manager and Resolution Manager will


- jointly be responsible for resolution management
- develop and manage agreed to action plan
- Involve AP response coordinator in complex project office situation

Situation Manager will


- manages situation at the local customer level
- manages customer expectation and agreement with resolution action
plan
- weekly status update to country and AP executive management

Resolution Manager will


- manages the resolution action plan
- engages technical resources from country, above country and worldwide
teams
- escalates to senior executive management as required

AP Response Coordinator will


- focus on most complex critical situations
- be single interface point between country Resolution Management and
project office
- coordinate communications/information flow to overcome time-zone
differences and language barriers
- resides in the US to be closely aligned with project offices

Brand and Availability Services Country Focal Point Managers will


- with Situation Coordinator, assign country Resolution Manager
- ensure timely, effective critical situation resolution
- weekly review of all open critical situations assist Situation Manager,
Resolution Manager as required
- involve country and AP executive management as required

4. Critical Situation Resolved


Situation Manager will
- restore customer satisfaction
- close critical situation

5. Future Problems Prevented


Resolution Manager will
- perform root cause analysis
- develop action plan to prevent recurrence

5. Process Measurements

The following are measurements in Critical Situation Management process:-


1. Cycle Time
- Date of first incident
- Date Critical Situation opened/escalated
To country
To project office
- Date Critical Situation entered monitored mode
- Date Critical Situation resolved

2. Customer Satisfaction at close


3. Customer Satisfaction with resolution provided
4. Causal analysis and resulting defect preventive actions
6. Roles and Responsibilities

Country Situation Co-ordinator:

a) accepts situation as critical situation.


b) alerts software Brand and Availability Services focal point managers
c) with focal point managers, assigns country Resolution Manager
d) escalates to M&D project office if the problem is product quality, defect or
PD/PSI problem
e) involves AP Availability Services Support Group Management if the problem is
product defect or related
f) reviews and assesses progress with open situation via the customer action
council process, informs country and AP General Management
g) notifies customer action council of potential pervasive problems
h) is "Response Coordinator" in Responsiveness Management Process

Situation Manager

a) owns local customer satisfaction management


b) opens and closes critical situation
c) jointly responsible (with Resolution Manager) for resolution management
d) develops and manages agreed to action plan
e) manages situation at the local customer level
f) manages status update to country and AP executive management
g) be "Response Owner" in Responsiveness Management process

Resolution Manager

a) jointly responsible (with Situation Manager) for resolution management


b) develops and manages agreed to action plan
c) involves AP Response Coordinator in complex project office situations
d) manages the resolution action plan
e) engages technical resources from country, above country, and worldwide
teams
f) escalates to senior executive management as required
g) conduct root cause analysis
h) recommends action plan to prevent recurrence

AP Response Coordinator

a) focus on most complex critical situations


b) be a single interface point between country Resolution Management and
project offices
c) coordinates communications/information flow to overcome time-zone
differences and
language barriers
d) resides in the U.S. to be closely aligned with project offices

Brand and Availability Services Country Focal Point Managers

a) ensure timely, effective critical situation resolutions


b) weekly reviews of all open critical situations
c) assists Situation Manager and Resolution Manager as required
d) involves country and AP executive management as required
e) manages country CSIS ID’s (Customer Situation Information System ID’s)
f) may act as Resolution Manager on a critical situation
Parts Replenishment Procedure
1. Parts Analyst checks WTP order replenishment file. Parts Analyst checks parts
replenishment line by product platform. Malaysia Parts Analyst is responsible for
Enterprise System (ES) product. Singapore Parts Analyst is responsible for PC,
RISC/6000 and AS/400 products. Philippines is responsible for Point-of-Sales,
Network and Printer products. Thailand Parts Analyst is responsible for ATM
product. Thailand Parts Analyst will also monitor if parts that should have been
ordered for other product platforms for Thailand have not been accepted or
rejected by the responsible Parts Analyst after 7 days from the date the
replenishment line appears in WTP (in PIMS), or after the problem has been raised
with country Parts Manager about the problem.

2. Parts Analysts analyses parts order recommendation lines by comparing the parts
order recommended quantity to parts usage statistic and parts inventory and
ordering plan resulting from maintenance service plan provided by CE Managers.
Based on such analysis, Parts Analyst accepts or rejects the recommended order
lines. Parts Analyst can order parts more than the recommended order quantity to
satisfy future usage (this can be done through BOD process to order parts, as
required, from MDC). Parts Analyst has a target to accept order or reject parts
within 7 days. Parts inventory and ordering plan is prepared by Parts Manager.
Parts Manager consolidates maintenance service plan (preventive maintenance
service plan) from CE managers and uses them as the basis for preparing parts
inventory and ordering plan. The maintenance service plan (preventive
maintenance plan) includes information concerning what parts will be required for
service, how many and when parts will be required. Parts Analyst will use Parts
Inventory and Ordering Plan to instruct MDC to make parts available according to
the plan and ready to be shipped to country when an order is approved by Parts
Analyst. This approval is done as parts of accepting or rejecting the recommended
order quantity.

3. Parts Analyst views/monitors the status of parts replenishment. After the


commended lines have been accepted by Parts Analysis as described in Step 2
above, the accepted lines" status will change to "in transit" status or "backorder"
status. Parts Analyst will monitor if
a) there is any order rejected/cancelled by MDC, and/or
b) there is any order that has been in back order over 30 days.

1. If an order is rejected or cancelled by MDC, Parts Analyst will find alternative


part(s) and reorder the part(s). Parts Analyst will find the alternative part(s) by
following PIMS recommendation and press re-ordering. Reutilization parts will also
be a source for alternative parts to Parts Analyst. Parts Analyst will inform CE of
the alternative part(s), and will instruct Parts Issue staff to supply alternative
part(s) instead. If alternative part(s) is not available at MDC or from reutilization
parts, Parts Analyst will request Parts Manager for approval through local
purchasing to buy parts from parts market.

2. In the event there is an order in back order over 30 days, Parts Analyst will
escalate the order with MDC. The escalation will go to APCH at MDC.

3. On a monthly basis, Parts Analyst follows up parts shipment against BNR (Bill Not
Received) records. BNR is a monthly listing report created by MDC for country to
reconcile the shipment per receiving of parts (per invoices). The follow up will be
made for parts identified as having been shipped but not yet received. Parts
Analyst will find out the estimated arrival date of these parts.
If necessary, Parts Analyst will order additional parts to cover lead-time of parts
delayed in internist. On a monthly basis, Parts Analyst generates Parts Availability
Level (PAL) report and analyses if PAL of any product platform does not meet the
defined target.

4. Parts Control Admin checks BNR records if there is any order of parts which MDC
has already
billed for the parts but parts have not been received. For parts which have been
billed but not received, Parts Control Admin will escalate issue with MDC and
shipment vendor to expedite shipment to country and/or get the problem
resolved. Parts Control Admin will update Parts Analyst on the action taken.

5. Parts Manager analyse PAL report. Parts Analyst generates a PAL report and make
it available to Parts Manager on a monthly basis. When Parts Availability Level of
any product platform is too high or too low comparing to the defined target level,
Parts Manager will take action to get PAL back to the defined target level. Parts
Manager may take action to delay ordered parts for product platform which PAL is
too high comparing to the defined target. Parts Manager will take action to
expedite the ordered parts or recommend additional parts ordering if PAL is too
low. PAL of each product platform can often be impacted by the numbers of
emergency parts ordered. Parts Analyst will on a weekly basis review a list of
emergency part orders.

If the number of emergency orders is high, Parts Analyst will report it to Parts
Manager so that appropriate action can be taken. PAL can also be impacted by
unavailability of parts at MDC or reutilization unit. In such case MDC and reutilization
coordinator will be informed, and Parts Manager will take appropriate actions to solve
the problem.
Parts Ordering (emergency) Procedure
1. CE request to emergency order order part(s) when a) the customer machine is
down and has a significant/sever impact to the customer operations, and b)
the requested part is not available in Parts Room (Parts Center). When
requesting for emergency part ordering, CE will indicate the emergency mode
of ordering to Parts Issue Staff depend on the urgency of situation, the
following are emergency modes to select.
a) Hand carry
b) Air Freight - Hot A Emergency
c) Air Freight - A Emergency
d) Air Freight - B Emergency

2. Parts Issue Staff records emergency mode of ordering and part number of the
part(s) that CE requests for emergency ordering. After checking to ensure that
the requested part is not available in PIMS and in unpacking list, Parts Issue
Staff will assist CE to fill in the Emergency Order Form. Parts Issue Staff passes
the Emergency Order Form will be passed to Parts Analyst for emergency part
ordering. Upon receiving Emergency Order Form, Parts Analyst determines the
nearest source of parts.

3. Sources of Parts can be determined from the following locations/sources:


a) unpacking list
b) Asean/SA
c) Japan and other countries
d) MDC (Mechanicsburg Distribution Center), U.S.A.
** The nearest source of parts which has the requested part available will be selected by Parts
Analyst as the source of parts, where part will be ordered from.

4. Before Parts Analyst emergency orders the part, prior approval from
management must be obtained. If the value of the part(s) to be ordered is less
than US$ 2,000 only CE Manager approval is required. Before CE
Manager(Services Manager ?) approves the emergency part ordering, he/she
will check with CE to ensure the emergency part ordering is necessary and
emergency ordering mode is correct.

5. If the value of part(s) to be ordered is more than US$ 2,000, in addition to CE


Manager approval, approval from Parts Manager ?? is also required.

6. After receiving the approval from CE Manager/Parts Manager, Parts Analyst


promptly orders the requested part. The order is done by manual processes
which includes :

a) order by Office to Office process


b) order by phone
c) order by sending note or normal emergency job step.

If the order has to be done after office hour when Parts Analyst is not available to do the ordering,
Duty Manager can do the ordering by calling the Duty Manager of the other country or call Parts
Room of the country that has the needed part available. A list of contact point telephone numbers
and procedure are available in the Duty Manager’s carry hand bag. They are also available at Parts
Room and Night ServicesAdmins.

??
7. After emergency ordering for the requested parts have been processed, Parts
Analyst forecasts the arrival date/time of the ordered parts and inform CE
accordingly.

8. Parts Analyst tracks shipment of the ordered parts and inform CE of the status of arrival date/time.

9. When parts arrive at IBM Parts Center, CE can request for parts by following the standard Parts
Issuance process. ??
Customer Responsibility

You agree to:

1. designate a representative who will be the focal point for all communication with
us concerning this Service and will have the authority to act on your behalf on
matters regarding it;
2. provide user IDs or other access codes to your end users; and
3. provide necessary backup of your system Programs and data.
4. provide us with an inventory in which you identify all Eligible Machines to be
covered at each Specified Location. All Eligible Machines of the same type at a
Specified Location must be included in the coverage. You also agree to Identify all
Eligible Machines for which we are to provide warranty service;
5. ensure that any access codes we provide to you are used only by those who are
authorized to do so;
6. provide us with information we request which is related to our provision of these
Services to you and notify us of any changes; and
7. use any electronic diagnostic and service delivery facilities we provide to you only
in support of Eligible Machines identified in the Schedule to this Statement of
Work.

For Software Services, you also agree:

1. to use the information obtained under these Services only for your eligible
systems and the support of the information processing requirements within your
Enterprise;
2. that access to certain databases may require a separate network services
agreement for an additional charge;
3. that your acceptance of these Services does not alter your responsibilities for
DSLO licenses;
4. to pay any communications charges associated with accessing these Services
unless we specify otherwise; and
5. to provide us with one month’s written notice if you want to make any changes to
your eligible system that would affect any of the selected Services.
Appendix

Alert Procedure & Severity Code Criteria (HW)


Severity Codes are used to indicate the severity of the problem or the urgency of the
request based on down hours.

SV4 SV3 SV2 SV1 Action

(Down hours) (Down hours) (Down hours) (Down hours)


2 2 0 0 CE Onsite
8 4 2 0 Call Support Personnel
24 8 4 0 Inform CE Manager and
Marketing Rep
48 24 4 0 Open PMH, Inform PSS
Executive
48 48 8 2 Review status, action plan,
update PMH
and i nform Country
Managing Director

SEVERITY 1 (SV1)
Machine Down / System Down
Conditions which require immediate solution.
Situation identified by customer or IBM management as being of severe impact
to
customer operations.
data exposure
safety exposure
security exposure

SEVERITY 2 (SV2)
Machine Up / System Down
Problem that causes degraded system performance or availability
Significant impact to customer operations caused by intermittent problems or
multiple failures

SEVERITY 3 (SV3)
Intermittent problems with low impact to customer operations
Problem which causes non-critical degradation in product performance or
availability

SEVERITY 4 (SV4)
Bypass(Fix) provided, under evaluation
Documentation problem
No impact to customer operations