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service depends upon the time of your call and is subject to parts availability.
Service levels are response time objectives and are not guaranteed. The specified
level of warranty service may not be available in all worldwide locations;
additional charges may apply outside IBM's normal service area. Contact your
local IBM representative or your reseller for country and location specific
information.
IBM On-Site Repair (IOR), 24 hours a day, 7 days a week, same-day response.
IBM will provide repair services for the failing machine at your location and verify
its operation. You must provide suitable working area to allow disassembly and
reassembly of the IBM machine. The area must be clean, well lit, and suitable for
the purpose.
Getting help online
The DR550 support site includes FAQs, parts information, technical hints and tips,
technical publications, and downloadable files. See the following Web site:
http://www.ibm.com/storage/support/
For additional resources, see "Web sites" on page xxii.
Before you call for service
You might be able to solve your problem without assistance in one of these ways:
v Using the online help
v Referring to the online or printed documentation for the DR550
v Consulting the support Web page
For the most recent information, refer to Readme files or release notes for the
DR550 storage solution or any components.
Getting help by telephone
With the original purchase of the DR550, 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. If possible, have access to your computer when you call.
Please have the following information ready when you call:
v Machine type and model or the DR550 software identifier. The software
identifier can be either the DR550 product name or the Product Identification
(PID) number.
v Serial number of the DR550, or your proof of purchase.
v Description of the problem.
v Exact wording of any error messages.
v Hardware and software configuration information.
In the U.S. and Canada, these services are available 24 hours a day, 7 days a week.
In the U.K., these services are available Monday through Friday, from 9:00 a.m. to
6:00 p.m. In all other countries, contact your IBM reseller or IBM marketing
representative.
xxi
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