Appendix A. Getting Help And Technical Assistance; Before You Call; Opening A Support Request - Lenovo RackSwitch G8296 Installation Manual

Appendix A. Getting Help and Technical Assistance

Before You Call

Opening a Support Request

© Copyright 2015 Lenovo
If you need help, service, or technical assistance or just want more information
about Lenovo products, you will find a wide variety of sources available from Lenovo
to assist you. This section contains information about where to go for additional
information about Lenovo and Lenovo products, what to do if you experience a
problem with your system, and whom to call for service, if it is necessary.
Before you call, make sure that you have taken these steps to try to solve the
problem yourself:
• Check all cables to make sure that they are connected.
• Check the power switches to make sure that the system and any optional
devices are turned on.
• Check for updated firmware and operating-system device drivers for your
Lenovo product. The product warranty terms and conditions state that you, the
owner of the Lenovo product, are responsible for maintaining and updating all
firmware for the product (unless it is covered by an additional maintenance
contract). Your Lenovo service technician will request that you upgrade your
firmware if the problem has a documented solution within a firmware upgrade.
• If you have installed new hardware or software in your environment, check to
make sure that the hardware and software is supported by your Lenovo product.
In the U.S. and Canada, hardware service and support is available 24 hours a day,
7 days a week. In the U.K., these services are available Monday through Friday,
from 9 a.m. to 6 p.m.
To open a support call, complete the following steps.
1. Create a brief problem description and a prioritization for your support call.
2. Gather the required product information to provide to Lenovo Support.
The serial number and machine type model (MTM) are on the product label and
will help Lenovo Support quickly provide a solution to your problem and ensure
that you receive the level of service for which you might have contracted.
You can determine the product MTM and serial number in the following ways:
– Locate the product information labels on the bottom of the switch (see
"Recording Important Product Information" on page
– If the firmware is at 7.6.x.x or later, you can determine the MTM and serial
number by issuing the show sys-info command.
3. Gather your hardware and software maintenance agreement contract
numbers, if applicable.
4. Gather other pertinent information such as error messages and logs.
5. Visit the Lenovo website for support options:
: http://support.lenovo.com/
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