IBM DS3500, Installation, User'S, And Maintenance Manual

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Appendix B. Getting help and technical assistance
If you need help, service, or technical assistance or just want more information about IBM products, you
will find a wide variety of sources available from IBM to assist you.
Use this information to obtain additional information about IBM and IBM products, determine what to
do if you experience a problem with your IBM system or optional device, and determine whom to call
for service, if it is necessary.
Before you call
Before you call, make sure that you have taken these steps to try to solve the problem yourself.
If you believe that you require IBM to perform warranty service on your IBM product, the IBM service
technicians will be able to assist you more efficiently if you prepare before you call.
v
Check for updated firmware and operating-system device drivers for your IBM product. The IBM
Warranty terms and conditions state that you, the owner of the IBM product, are responsible for
maintaining and updating all software and firmware for the product (unless it is covered by an
additional maintenance contract). Your IBM service technician will request that you upgrade your
software and firmware if the problem has a documented solution within a software upgrade.
You can obtain the latest downloads for your IBM product from http://www.ibm.com/support/
fixcentral/systemx/groupView?query.productGroup=ibm%2FSystemx ..
v
If you have installed new hardware or software in your environment, check http://www.ibm.com/
systems/info/x86servers/serverproven/compat/us/ to make sure that the hardware and software is
supported by your IBM product.
v
Use the troubleshooting information in your system documentation, and use the diagnostic tools that
come with your IBM product. Information about diagnostic tools is in the
Problem Determination and
Service Guide on the IBM Documentation CD that comes with your product.
v Go to http://www.ibm.com/systems/support/ to check for information to help you solve the
problem.
v Gather the following information to provide to IBM service. This data will help IBM service quickly
provide a solution to your problem and ensure that you receive the level of service for which you
might have contracted.
– Hardware and Software Maintenance agreement contract numbers, if applicable
– Machine type number (IBM 4-digit machine identifier)
– Model number
– Serial number
– Current system UEFI (or BIOS) and firmware levels
– Other pertinent information such as error messages and logs
v
Go to http://www.ibm.com/support/electronic/ to submit an Electronic Service Request. Submitting
an Electronic Service Request will start the process of determining a solution to your problem by
making the pertinent information available to IBM service quickly and efficiently. IBM service
technicians can start working on your solution as soon as you have completed and submitted an
Electronic Service Request.
© Copyright IBM Corp. 2011,
B-1