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Appendix A. 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
assist you.
Use this information to obtain additional information about IBM and IBM
products, determine what to do if you experience a problem with your
BladeCenter product 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
problem yourself.
If you believe 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 Have you checked for updated BIOS, firmware, or operating system device
v Have you added new hardware or installed new software in your environment?
v Use the troubleshooting information in your system documentation, and use the
v Go to the IBM support site at http://www.ibm.com/support to check for
v Gather the following information to provide to IBM Service. This data will assist
© Copyright IBM Corp. 2007, 2010
drivers for your system? 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 of the product (unless covered by an additional
maintenance contract). Your IBM Service Technician will request that you
upgrade your software/firmware if your issue has a documented solution within
a software upgrade.
You can obtain the latest downloads for your system from the IBM BladeCenter
support site at http://www.ibm.com/systems/support/supportsite.wss/
selectproduct?taskind=2&brandind=5000020&taskind=2.
The IBM BladeCenter Server Proven site at http://www.ibm.com/servers/
eserver/serverproven/compat/us/eserver.html shows you what hardware and
software is supported by BladeCenter systems.
diagnostic tools that come with your system. Information about diagnostic tools
is in the Problem Determination and Service Guide on the IBM Documentation CD
that comes with your system.
information to help you solve the problem.
IBM in quickly providing a solution to your issue, and ensure you receive the
appropriate level service for which you may have contracted.
– Hardware and Software Maintenance agreement contract numbers, if
appropriate
– Machine Type number (IBM 4 digit machine identifier)
– Machine model number
– Machine serial number
– Current system BIOS and firmware levels
– Other pertinent information such as error messages and logs
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