Appendix D. Getting Help And Technical Assistance; Before You Call - Lenovo System x3650 M5 Installation And Service Manual

Appendix D. Getting help and technical assistance

If you need help, service, or technical assistance or just want more information
about Lenovo products, you will find a wide variety of sources available from
Lenovo to assist you.
Use this information to obtain additional information about Lenovo and Lenovo
products, and determine what to do if you experience a problem with your Lenovo
system or optional device.
Note: This section includes references to IBM web sites and information about
obtaining service. IBM is Lenovo's preferred service provider for the System x, Flex
System, and NeXtScale System products.

Before you call

Before you call, make sure that you have taken these steps to try to solve the
problem yourself.
If you believe that you require warranty service for your Lenovo product, the
service technicians will be able to assist you more efficiently if you prepare before
you call.
v Check all cables to make sure that they are connected.
v Check the power switches to make sure that the system and any optional
v Check for updated software, firmware, and operating-system device drivers for
v If you have installed new hardware or software in your environment, check
v Go to http://www.ibm.com/supportportal to check for information to help you
v Gather the following information to provide to the service technician. This data
v Go to http://www.ibm.com/support/entry/portal/Open_service_request to
© Copyright Lenovo 2015
devices are turned on.
your Lenovo product. The Lenovo Warranty terms and conditions state that you,
the owner of the Lenovo product, are responsible for maintaining and updating
all software and firmware for the product (unless it is covered by an additional
maintenance contract). Your service technician will request that you upgrade
your software and firmware if the problem has a documented solution within a
software upgrade.
http://www.ibm.com/systems/info/x86servers/serverproven/compat/us/ to
make sure that the hardware and software is supported by your product.
solve the problem.
will help the service technician quickly provide a solution to your problem and
ensure that you receive the level of service for which you might have contracted.
– Hardware and Software Maintenance agreement contract numbers, if
applicable
– Machine type number (Lenovo 4-digit machine identifier)
– Model number
– Serial number
– Current system UEFI and firmware levels
– Other pertinent information such as error messages and logs
submit an Electronic Service Request. Submitting an Electronic Service Request
689