Getting Help Online; Before You Call For Service; Getting Help By Telephone - IBM TS7650 Installation Roadmap Manual

Getting help online

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Before you call for service

Getting help by telephone

This topic gives the main website for IBM support for installation of the TS7650
Appliance, ProtecTIER V3.1.8 and also describes the AOS system available to
service personnel for additional diagnostic and corrective capabilities.
Be sure to visit the support page for FAQs, parts information, technical hints and
tips, technical publications, and downloadable files, if applicable. This page is at:
http://www.ibm.com/systems/support/storage/
For additional websites, see "Websites" on page xxii.
IBM Tivoli Assist On-site (AOS)
IBM Tivoli Assist On-site (AOS) is a lightweight remote support program intended
primarily for help desks and support engineers to diagnose and fix problems
without the need of any external dependencies. Assist On-site is based on the IBM
Tivoli Remote Control technology.
Assist On-site has been developed specifically to meet functionality, security, and
privacy requirements of IBM and IBM customers. Support engineers and their
customers can run it on various platforms. It currently has a native version for the
32 bit Windows environment and generic Linux compatible operating systems.
Assist On-site uses IBM AES MARS encryption, NTLM authentication, and IBM
intranet authentication for IBM support engineers.
Assist On-site provides a launch-in-context feature such that support engineers can
start Assist On-site from within the session of the third-party support tool. For
restricted use only, Assist On-site supports IBM diagnostic tools to function over
the Assist On-site connection for the purpose of debugging hardware devices and
IBM software.
More information is located at the Tivoli AOS website: http://www.ibm.com/
support/assistonsite.
Some problems can be solved without outside assistance, by using the online help,
by consulting either online or printed documentation that comes with the TS7650
Appliance, or by consulting the support website for the latest fixpack and service
alerts. Be sure to also read the information in any readme files and release notes
that come with the TS7650 Appliance.
This topic describes the procedure to use the telephone for help with installation of
the TS7650 Appliance, ProtecTIER V3.1.8.
With the original purchase of the appliance, you have access to extensive support
coverage. During the product warranty period, you can call the IBM Support
Center (1 800 426-7378 in the U.S.) for product assistance covered under the terms
of the hardware IBM warranty or the software maintenance contract that comes
with product purchase.
Please have the following information ready when you call:
xxi
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