Service Support; Before You Call For Service - IBM Netfinity 7600 User Reference Manual

Service support

With the original purchase of an IBM hardware product, you have access to extensive
support coverage. During the IBM hardware product warranty period, you may call the
IBM Personal Computer HelpCenter™ (1-800-772-2227 in the U.S.) for hardware
product assistance covered under the terms of the IBM hardware warranty. See "Get-
ting help by telephone" on page 156 for HelpCenter telephone numbers in other coun-
tries.
The following services are available during the warranty period:
Be sure to retain your proof of purchase to obtain warranty service.
Please have the following information ready when you call:
If possible, be at your computer when you call.
A compatible monitor, keyboard, and mouse are required for many service activities.
Before you have the computer serviced, be sure to have these components attached
to your computer, either directly or through a console switch.
The following items are not covered:
Refer to your IBM hardware warranty for a full explanation of IBM's warranty terms.

Before you call for service

Many computer problems can be solved without outside assistance, by using the
online help or by looking in the online or printed documentation that comes with your
computer or software. Also, be sure to read the information in any README files that
come with your software.
Most computers, operating systems, and application programs come with documenta-
tion that contains troubleshooting procedures and explanations of error messages.
154
IBM® Netfinity® 7600 User's Reference
• Problem determination - Trained personnel are available to assist you with deter-
mining if you have a hardware problem and deciding what action is necessary to
fix the problem.
• IBM hardware repair - If the problem is determined to be caused by IBM hardware
under warranty, trained service personnel are available to provide the applicable
level of service.
• Engineering change management - Occasionally, there might be changes that are
required after a product has been sold. IBM or your reseller, if authorized by IBM,
will make Engineering Changes (ECs) available that apply to your hardware.
• Machine Type and Model
• Serial numbers of your IBM hardware products
• Description of the problem
• Exact wording of any error messages
• Hardware and software configuration information
• Replacement or use of non-IBM parts or nonwarranted IBM parts
Note: All warranted parts contain a 7-character identification in the format IBM
FRU XXXXXXX.
• Identification of software problem sources
• Configuration of BIOS as part of an installation or upgrade
• Changes, modifications, or upgrades to device drivers
• Installation and maintenance of network operating systems (NOS)
• Installation and maintenance of application programs