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Help and service
In the US or Canada, you can call 1 (800) IBM SERV for help and service. You
must choose the software or hardware option when you call for assistance. Before
you call for support, be sure to have your Software Customer Number available.
Choose the software option if you are uncertain whether the problem involves the
TS7620 Appliance Express
certain the problem solely involves the TS7620 Appliance Express hardware.
When you call IBM for service for the TS7620 Appliance Express follow these
guidelines for the software and hardware options:
Software option
Hardware option
Getting help online
Be sure to visit the support page for the IBM System Storage TS7600 with
ProtecTIER. The page contains FAQs, parts information, technical hints and tips,
technical publications, and downloadable files (if applicable). The URL for the page
is:
http://www.ibm.com/servers/storage/support/tape.
For more websites, see "Websites" on page 3.
Before you call for service
Some problems can be solved by referring to the electronic or printed
documentation that comes with the TS7620 Appliance Express, or visiting the
support web page. Be sure to also read the information in any readme files and
release notes that come with the product.
Getting help by telephone
With the original purchase of the TS7620 Appliance Express, ProtecTIER V3.3.2,
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 US) for product
assistance that is covered under the terms of the hardware IBM warranty or the
software maintenance contract that comes with product purchase.
2
Increasing Capacity on the 3959 SM2 (Feature Code 9317)
®
hardware. Choose the hardware option only if you are
Identify the TS7620 Appliance Express as your product and supply your
customer number as proof of purchase. The customer number is a
seven-digit numeric code (0000000 - 9999999) assigned by IBM when the
PID is purchased. It is on your customer information worksheet or on the
invoice from the software purchase.
Note: If asked for an operating system, say "Storage".
CAUTION:
If you supply an incorrect customer number, you might be denied
support for your software. Keep track this important information at the
time of purchase.
Provide the four-digit machine type and the product serial number for the
hardware component that is exhibiting a problem. For example: 3959 78
00001.
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