Appendix A. Getting Help And Technical Assistance; Before You Call - IBM System x3500 Service Manual

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. Use this information to obtain additional information about IBM and IBM
products, determine what to do if you experience a problem with your IBM system
or optional device, and determine whom to call for service, if it is necessary.

Before you call

Before you call, make sure that you have taken these steps to try to solve the
problem yourself:
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 firmware and operating-system device drivers for your IBM
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 IBM Support. This data will help
v Go to http://www.ibm.com/support/entry/portal/Open_service_request/ to submit
You can solve many problems without outside assistance by following the
troubleshooting procedures that IBM provides in the online help or in the
documentation that is provided with your IBM product. The documentation that
comes with IBM systems also describes the diagnostic tests that you can perform.
Most systems, operating systems, and programs come with documentation that
© Copyright IBM Corp. 2007, 2008
devices are turned on.
product. The IBM Warranty terms and conditions state that you, the owner of the
IBM product, are responsible for maintaining and updating all software and
firmware for the product (unless it is covered by an additional maintenance
contract). Your IBM 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 IBM product.
solve the problem.
IBM Support 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 (IBM 4-digit machine identifier)
– Model number
– Serial number
– Current system UEFI and firmware levels
– Other pertinent information such as error messages and logs
an Electronic Service Request. Submitting an Electronic Service Request will
start the process of determining a solution to your problem by making the
pertinent information available to IBM Support quickly and efficiently. IBM service
technicians can start working on your solution as soon as you have completed
and submitted an Electronic Service Request.
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