IBM MTM 2145-SV1 Hardware Installation Manual page 31

Help and service
Before calling for support, be sure to have your IBM Customer Number available.
If you are in the US or Canada, you can call 1 (800) IBM SERV for help and
service. From other parts of the world, see http://www.ibm.com/planetwide for
the number that you can call.
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 orhardware option when calling for assistance. Choose the software
option if you are uncertain if the problem involves the SAN Volume Controller
software or hardware. Choose the hardware option only if you are certain the
problem solely involves the SAN Volume Controller hardware.When calling IBM
for service regarding the product, follow these guidelines for the software and
hardware options:
Software option
Identify the SAN Volume Controller product as your product and supply
your customer number as proof of purchase. The customer number is a
7-digit number (0000000 - 9999999) assigned by IBM when the product is
purchased. Your customer number should be on the customer information
worksheet or on the invoice from your storage purchase. If asked for an
operating system, use Storage.
Hardware option
Provide the serial number and appropriate 4-digit machine type. For SAN
Volume Controller, the machine type is 2145.
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/support.
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
turned on.
v Use the troubleshooting information in your system documentation. The
troubleshooting section of the knowledge center contains procedures to help you
diagnose problems.
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