Getting Help Online; Before You Call; Using The Documentation - IBM Storwize V7000 Unified Problem Determination Manual

When calling from the US or Canada, choose the storage option. The agent decides
where to route your call, to either storage software or storage hardware, depending
on the nature of your problem.
If you call from somewhere other than the US or Canada, you must choose the
software or hardware option when calling for assistance. Choose the software
option if you are uncertain if the problem involves the Storwize V7000 Unified
software or hardware. Choose the hardware option only if you are certain the
problem solely involves the Storwize V7000 Unified hardware. When calling IBM
for service regarding the product, follow these guidelines for the software and
hardware options:
Software option
Hardware option
In the US and Canada, hardware service and support can be extended to 24x7 on
the same day. The base warranty is 9x5 on the next business day.

Getting help online

You can find information about products, solutions, partners, and support on the
IBM website.
To find up-to-date information about products, services, and partners, visit the IBM
website at www.ibm.com/storage/support/storwize/v7000/unified.

Before you call

Make sure that you have taken steps to try to solve the problem yourself before
you call.
Some suggestions for resolving the problem before calling IBM Support include:
v Check all cables to make sure that they are connected.
v Check all power switches to make sure that the system and optional devices are
v Use the troubleshooting information in your system documentation. The
v Go to the IBM Support website at www.ibm.com/storage/support/storwize/

Using the documentation

Information about your IBM storage system is available in the documentation that
comes with the product.
xviii
Storwize V7000 Unified: Problem Determination Guide 2073-720
Identify the Storwize V7000 Unified product as your product and supply
your customer number as proof of purchase. The customer number is a
7-digit number (0000000 to 9999999) assigned by IBM when the product is
purchased. Your customer number should be located on the customer
information worksheet or on the invoice from your storage purchase. If
asked for an operating system, use Storage.
Provide the serial number and appropriate 4-digit machine type. For the
Storwize V7000 Unified, the machine type is 2073.
turned on.
troubleshooting section of the information center contains procedures to help
you diagnose problems.
v7000/unified to check for technical information, hints, tips, and new device
drivers or to submit a request for information.