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Service Hints & Tips |
Document ID: LANS-3Z2L5C |
Service and Support Offerings: HelpWare
Applicable to: World-Wide
HelpWare is IBM's trademarked brand name for remote technical support for its Personal Systems Group (PSG) Customer Support and Services customers. This service is the "third leg" of the total personal system offering, which includes hardware, software and technical support. It provides the balance needed to provide our customers with a total solution.
Our enhanced HelpWare Support family of services provides a comprehensive set of support offerings to fulfill customers' PC support requirements. The complex nature of today's advanced operating systems, when combined with the internet, network connectivity and high-performance systems, have brought a high degree of sophistication to the PC environment. To help meet these increasing challenges, IBM PSG Customer Support and Services offers expanded HelpWare services.
HelpWare encompasses all phases of remote technical support, including complimentary and fee, voice and electronic, troubleshooting and how-to-help. Fee support includes per incident offerings, HelpPacs and 900# access (currently only voice support programs are fee based). Electronic support includes website access (which provides personalized website configuration customized to the user's profile), information provider discussion forums, and knowledge base access.
Note: 900# access only available in select geographies which provide such telephone service.
The HelpWare Support Family of services is targeted at PC users in home environments who need technical support, as well as business users in either a stand-alone or networked environment. The above includes purchasers of Aptiva, Commercial Desktop, ThinkPad, PC Server and Netfinity Server products. Remote support services include installation, problem determination and problem resolution. How-to support is limited to our Supported Software Products list and is handled by our Tampa support Partner (US Only: 900-555-CLUB).
Complimentary support includes in-warranty hardware technical help for PC products, as well as 30-day preloaded operating system support on Aptiva, CDT, and ThinkPad products.
Note: Complimentary support periods may vary according to geography being served and any special promotional programs.
PC Server and Netfinity Server products carry a 90-day up and running* policy which provides complimentary installation and problem determination/resolution. Beyond the up and running period, problem determination is done while the product is in hardware warranty. But if problems are found with non-IBM peripherals and add-ins, the customer may be referred to the vendor. Non-IBM network operating systems are supported on a fee basis after the 90 day period. ( *Up and running - successful installation of server-approved hardware, software and drivers and, where applicable, successful connection of a client to the server)
Electronic support is also currently complimentary, regardless of system type, age, etc., although limited information may be available on end-of-life products.
Fee support is available beyond the various complimentary and warranty periods. HelpWare fee offerings include single incident and HelpPacs (at platform-specific and multiple incident-specific pricing).
Contact the HelpCenter in your geography for specifics on available fee offerings and pricing. For the telephone number of your nearest HelpCenter, click here.
For more information on HelpWare in Canada, click here.
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Hint Category |
Warranty | |
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Date Created |
07-10-98 | |
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Last Updated |
19-11-98 | |
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Revision Date |
27-10-99 | |
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Brand |
IBM Aptiva, IBM Monitors, IBM Options, IBM PC, IBM PC Server, IBM ThinkPad, Cross Brand | |
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Product Family |
Various | |
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Machine Type |
Various | |
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