IBM 5500 Operational, Installation, And Maintenance Manual page 11

© Copyright IBM Corporation, 1998
Technical Support
Installation and technical support, including problem diagnosis and
resolution, is provided by the IBM 5250 Emulation Support Center in
Charlotte, North Carolina. This support is accessed in call-back mode through
the IBM Support Center. In the United States, you may call the IBM Support
Center at 1-800-237-5511 anytime; ask that your call be routed to the
36WSEM, location 153 area of RETAIN. You will receive a return call within
eight business hours (Monday-Friday, 8:30 a.m.-5:00 p.m., eastern time).
If you get an automated response when you call the IBM Support Center,
select the AS/400 option. The 5500 Control Unit does not require a support
contract.
The IBM 5250 Technical Support Center also maintains a bulletin board
system (BBS) that contains tips, user information, and program updates. The
BBS is available 24 hours a day. You can call the IBM 5250 Technical
Support Center BBS at 704-594-3799 anytime using an asynchronous
modem. The BBS supports communications up to 14.4KB with 8 bits, no
parity, and 1 stop bit.
You might also be able to obtain corrective service and information from the
PC Company BBS at 1-919-517-0001. The BBS supports communications up
to 14.4KB with 8 bits, no parity, and 1 stop bit. This BBS is mirrored on the
Internet at FTP.PCCO.IBM.COM
Program updates might also be available through the World Wide Web. For
program updates, refer to the 5250 Emulation File Download Page on the
Internet at URL: http://www.networking.ibm.com/525/525files.html
To obtain support in Canada, you may call 1-800-565-3344; ask that your call
be routed to the 36WSEM, location 153 area of RETAIN.
Outside the United States, Puerto Rico, or Canada, contact your local IBM
representative or your Authorized IBM Supplier for information on program
services.
When you call for your IBM support center, you should have the following
information available:
• The model number, serial number, and features of your 5500 Control Unit
• Firmware level
• The type of host attachment
• Attached devices
• The specific steps and other relevant details to reproduce your problem.
• Customer number
If you have an IBM Application System/400 (AS/400), computer, your
customer number is associated with the host serial number. If you do not
know your customer number, ask to be routed to the control desk. When
you are connected to the control desk, inform the customer support repre-
sentative that you have an IBM mid-range host and that you need to
Planning, Installation, and Maintenance Guide
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