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Getting help and service
If you have a problem with your computer, you will find a wide variety of sources
available to help you.
Using the documentation and diagnostic programs
Many computer problems can be solved without outside assistance. If you experience
a problem with your computer, the first place to start is the troubleshooting information
in your computer documentation. If you suspect a software problem, see the
documentation, including README files and online help, that comes with the
operating system or application program.
Most IBM computers and servers come with a set of diagnostic programs that you can
use to help you identify hardware problems. See the troubleshooting information in
your computer documentation for instructions on using the diagnostic programs.
The troubleshooting information or the diagnostic programs might tell you that you
need additional or updated device drivers or other software. IBM maintains pages on
the World Wide Web where you can get the latest technical information and download
device drivers and updates. To access these pages, go to
http://www.ibm.com/pc/support/ and follow the instructions.
Calling for service
If you have tried to correct the problem yourself and still need help, during the
warranty period, you can get help and information by telephone through the IBM PC
HelpCenter
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The following items are not covered:
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Refer to your IBM hardware warranty for a full explanation of IBM warranty terms. Be
sure to retain your proof of purchase to obtain warranty service.
In the U.S. and Canada, these services are available 24 hours a day, 7 days a week.
In the U.K., these services are available Monday through Friday, from 9:00 a.m. to
6:00 p.m.
Note: Response time will vary depending on the number and complexity of incoming
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IBM NetBAY Rack: Planning Guide
®
. The following services are available during the warranty period:
Problem determination - Trained personnel are available to assist you with
determining if you have a hardware problem and deciding what action is
necessary to fix the problem.
IBM hardware repair - If the problem is determined to be caused by IBM
hardware under warranty, trained service personnel are available to provide the
applicable level of service.
Engineering Change management - Occasionally, there might be changes that
are required after a product has been sold. IBM or your reseller, if authorized by
IBM, will make selected Engineering Changes (ECs) available that apply to your
hardware.
Replacement or use of non-IBM parts or nonwarranted IBM parts. All warranted
parts contain a 7-character identification in the format IBM FRU XXXXXXX.
Identification of software problem sources.
Configuration of BIOS as part of an installation or upgrade.
Changes, modifications, or upgrades to device drivers.
Installation and maintenance of network operating systems (NOS).
Installation and maintenance of application programs.
calls.
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