Lenovo ThinkAgile SXM4200, Administrator'S Manual

Page: 35 / 74

Chapter 9. Working with service and support
Because of the complex nature of ThinkAgile SXM products, the ThinkAgile Advantage Service and Support
offering includes a Single Point of Engagement, through which issues with hardware or software components
can be resolved. ThinkAgile Advantage Support will engage any third parties as needed, such as Microsoft.
ThinkAgile Advantage Support Plan
You can find relevant details about ThinkAgile Advantage Support in this documentation, but additional
information is available in the ThinkAgile Advantage Support Plan. You can search for that document and
other ThinkAgile SXM information on the Lenovo Data Center Support page, at the following Web site:
https://datacentersupport.lenovo.com/
Entitlement and serial number
Your ThinkAgile SXM product is entitled at the rack level, and is identified by the serial number associated
with Machine Type 9565. You can find the serial number on the rack label.
Opening a support case
There are multiple options for engaging ThinkAgile Advantage Support for persistent or critical issues.
Your ThinkAgile SXM is entitled at the rack level, and is identified by the serial number associated with
Machine Type 9565. You can find the serial number on the rack label.
Before contacting ThinkAgile Advantage Support
Gather the following information to provide to the technical support agent. This data will help the agent
quickly provide a product to your problem and ensure that you receive the level of service for which you
might have contracted.
• Machine Type and Model
Product Machine Type Model
SXM4200 – 25U
9565
RCC
SXM4200 – 42U
9565
RCD
SXM6200 (42U only)
9565
RCE
SXM4400 – 25U 9565 RCH
SXM4400 – 42U 9565 RCJ
SXM6400 (42U only) 9565 RCK
• Rack serial number associated with Machine Type 9565 (not the component or software serial number).
This is found on the rack label.
• Current system UEFI and firmware levels.
• Other pertinent information, such as error messages and logs.
See “Collecting data” on page 28 for details about gathering information that can help resolve your
support issue more quickly.
• A definition of the problem: Being able to articulate the problem and symptoms before contacting
ThinkAgile Advantage Support helps to ensure proper prioritization and expedite the resolution process.
Helpful information includes the following:
© Copyright Lenovo 2017
27