Red Hat LINUX ES 2.1 -, Installation Manual

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68 Appendix B. Getting Technical Support
came with phone support). You will also be asked for your login name when contacting the technical
support team via telephone.
B.5. Questions for Technical Support
Technical support is both a science and a mystical art form. In most cases, support technicians must
rely on customer observations and communications with the customer in order to diagnose and solve
the problem. Therefore, it is extremely important that you are as detailed and clear as possible when
you state your questions and report your problems. Examples of what you should include are:
•
Symptoms of the problem (for example: "Linux is not able to access my CD-ROM drive. When it
tries, I get timeout errors.")
•
When the problem began (for example: "My system was working fine until yesterday, when a
lightning storm hit my area.")
•
Any changes you made to your system (for example: "I added a new hard drive and used
Partition
Wizzo to add Linux partitions.")
•
Other information that may be relevant to your situation, such as the installation method (CD-ROM,
NFS, HTTP)
•
Specific hardware devices that may be relevant to your problem (for example: If you cannot setup
networking, what kind of network card do you have?)
Note
Refer to the service level agreement at http://www.redhat.com/support/sla/ for more information on
how the Red Hat technical support staff can assist you.
B.5.1. How to Send Support Questions
Please login at http://www.redhat.com/support and open a new service request, or call the phone
number for support. If your product came with phone support, or you have purchased a phone support
contract, the phone number you will need to call will be provided to you during the sign up process.
For
more information on using the Red Hat online support system go to
http://www.redhat.com/support/services/access.html.