- Extended service agreement
- 1 year
If, after troubleshooting, IBM's technical support personnel determine that the appliance hardware is defective and must be replaced, IBM will, for eligible customers, initiate an advanced exchange of the defective hardware with replacement hardware. Upon receipt of that information IBM will issue a return merchandise authorization ("RMA") number to the customer contact, and replacement hardware will be shipped to the specified Customer location. Replacement units may be new, reconditioned or functionally equivalent. IBM will use commercially reasonable efforts to ensure that delivery of replacement hardware occurs within a reasonable period. Upon receipt of the replacement unit, the customer must return the defective unit in the shipping box and with the prepaid return shipping label provided or using the freight service pickup coordinated through IBM. In the event the defective unit is not received from customer in good condition (except for defects discovered during troubleshooting) within 21 calendar days of delivery of the replacement unit, IBM may cancel the applicable RMA and invoice customer the then current list price plus applicable maintenance fees for the replacement unit. Defective hardware that is timely returned becomes the sole property of IBM upon its receipt. Customer's license to use IBM ISS software on the defective unit also terminates at such time.