A.1 Preparations For Contacting Huawei
To better solve the problem, you need to collect troubleshooting information and make
debugging preparations before contacting Huawei.
A.1.1 Collecting troubleshooting Information
You need to collect troubleshooting information before troubleshooting.
A.1.2 Making Debugging Preparations
A.1.1 Collecting troubleshooting Information
You need to collect troubleshooting information before troubleshooting.
You need to collect the following information:
l
Name and address of the customer
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Contact person and telephone number
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Time when the fault occurred
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Description of the fault phenomena
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Device type and software version
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Measures taken after the fault occurs and the related results
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troubleshooting level and required solution deadline
A.1.2 Making Debugging Preparations
When you contact Huawei for help, the Technical Support Engineer of Huawei might assist you
to do some operations to collect information about the trouble or handle the trouble directly.
Therefore, before contacting Huawei for help, you need to prepare the boards, port modules,
screwdrivers, screws, cables for serial ports, network cables, and other required materials.
A.2 How to Use the Document
Huawei provides guide documents shipped with the device. The guide documents can be used
to handle the common problems occurring in daily maintenance or trouble shooting.
To better solve the problems, use the documents before you contact Huawei for technical support.
A.3 How to Obtain Help from Website
Huawei provides users with timely and efficient technical support through the regional offices,
secondary technical support system, telephone technical support, remote technical support, and
onsite technical support.
Contents of the Huawei technical support system are as follows:
A How to Obtain Help
OceanStor VIS6000 Series Virtual Intelligent Storage
System
Initial Configuration Guide
A-2
Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd.
Issue 08 (2010-05-10)