Appendix. 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
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
If you believe that you require IBM to perform warranty service on your IBM
product, the IBM service technicians will be able to assist you more efficiently if
you prepare before you call.
v Check for updated software, firmware, and operating-system device drivers for
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 Submit a manual service request through the IBM Flex System Manager
© Copyright IBM Corp. 2014
your IBM 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.
Determine whether the firmware and device drivers for the devices in the IBM
Flex System Enterprise Chassis are up to date. You can use the IBM Flex System
Manager Update Manager to automatically acquire, install, and manage
firmware and device-driver updates for the devices in the chassis.
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
– 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
management software. When you submit a manual service request, service data
about the problem is included in the request, which will help IBM Support more
quickly begin to diagnose the problem.