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Appendix A. Getting help and technical assistance
If you need help, service, or technical assistance or just want more information
about IBM products, you will find a wide variety of sources available from IBM to
assist you.
This information describes where to go for additional information about IBM and
IBM products, what to do if you experience a problem with your BladeCenter
product or optional device, and whom to call for service, if it is necessary.
Call Home support
You can also install the Electronic Service Agent
hardware and firmware problems directly to IBM over an Internet connection.
ESA supports call forwarding to an instance of ESA on another server, so that you
can configure a call home focal point for larger implementations. Call forwarding
is supported on AIX or Linux systems. IBM provides the ESA client program for
downloading from the Internet. An installation wizard collects the necessary
contact information.
You can use call home support for sending or receiving the following types of
information:
v Problem data to IBM support
v Extended error data to IBM support
v Dumps to IBM support
v RETAIN PMH close of call information to IBM support
v Engineering requested data to IBM support
v Health check information to IBM support
v VPD for configuration changes to the JS12 blade
v Firmware code fixes to the JS12 blade
In addition to calling IBM support when the system detects a serviceable event,
Call Home can also notify you of the event. Remote customer notification methods
include:
v E-mail
v Pager
v Cell phone
The ESA client code notifies the customer contact list based on methods that you
select when you install the client. Information included with a call includes:
v Problem description
v System impact (recoverable, fatal, loss of redundancy, or other impacts)
v Corrective recovery action
ESA reports serviceable events to second level IBM support by automatically
opening a PMH in RETAIN.
© Copyright IBM Corp. 2008
™
(ESA) to report runtime
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