StorageTek 9714, Hardware Operator'S Manual

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95698 Eighth Edition 4-1
4
Obtaining Maintenance Support
This chapter describes what to do if problems occur with the LSM. In some
cases, you might be able to correct the problem. In other cases, you must
contact your service representative, as described in this chapter.
When the problem is caused by cartridge tapes, refer to Appendix A, “Cartridge
Tape Information.” When the problem is caused by drives, refer to your drive
operator’s guide.
Most of the time, a fault symptom code (FSC) will appear on the LSM operator
panel display. Write down the information on the display and give the
information to your customer representative or to the staff at Customer Support.
Write down the FSC as soon as it is displayed.
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Customer Support
Customer Support is available 24 hours a day, seven days a week, to customers
with StorageTek maintenance contracts and to StorageTek customer service
engineers (CSEs).
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Customer Initiated Maintenance
Customer Initiated Maintenance begins with a telephone call from a customer to
the StorageTek Customer Support. The customer receives immediate attention
from StorageTek personnel to record problem information and send a CSE to
correct the problem.
To contact the Customer Support about a problem:
1. Call the StorageTek central dispatcher at 1-800-525-0369.
2. Tell the central dispatcher why you are calling. The central dispatcher asks
several questions and sends a CSE. If you have answers to these questions
when placing a service call, the process is much smoother and faster:
• Site location number _________________
• Account name _______________________
• Equipment model number _____________
• Contact name ________________________
• Telephone number ____________________
• Problem description ___________________
• Urgency of problem ___________________