IBM 1PA, Operational, Installation, And Maintenance Manual

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Appendix A. Technical Support
Installation and technical support, including problem diagnosis and resolution, is
provided by the IBM 5250 Emulation Support Center in Charlotte, North Carolina.
This support is accessed in call-back mode through the IBM Support Center.
Phone Support
In the United States, you may call the IBM Support Center at 1-800-237-5511 any
time and receive a return call within eight business hours (Monday-Friday,
8:30 a.m.-5:00 p.m., eastern time).
In Canada, you may call 1-800-565-3344 to obtain support.
The IBM Support Center typically uses Service Contracts and Customer Account
numbers and is a fee-for-service operation.
The IBM 7299 Express Products for AS/400, however, do not require a service
contract.
Request that a PMR be created in the 36WSEM product queue, Location 153..
This indicates to the Support Center what the product line is and how to proceed.
The PMR will start call-back mode for your call.
Outside the United States, Puerto Rico, or Canada, contact your local IBM
representative or your Authorized IBM Supplier for information on program services.
When you call, you should have the following information available:
Ÿ
IBM 7299 Express Hub for AS/400 Model (for example, 1PA)
Ÿ
Attached devices (for example, 5250 Express Adapters)
Ÿ
Specific steps and details required to reproduce the problem.
Ÿ
Type of host (for example, AS/400 Advanced Entry Model 150)
Ÿ
AS/400 Customer Number (May be helpful. No charges will be incurred for
support from the 5250 Emulation Support Center)
Ÿ
AS/400 Serial Number (may be required)
Ÿ
Access code (may be required)
The customer support representative can help you route a call to the
36WSEM—Location 153 area of the IBM RETAIN Customer Support System.
If you get an automated response when you call the IBM Support Center, select the
AS/400 option.
The IBM 7299 Express Products for AS/400 do not require a
support contract.
Don't Know Your AS/400 Customer Number ?
If you have an IBM AS/400, System/36, or System/38, your customer number is
associated with the host serial number. To find out what your customer number is,
call the IBM Support Center at 1-800-237-5511 and ask to be routed to the control
desk.
Appendix A. Technical Support
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