Appendix. Getting Help And Technical Assistance; Before You Call - IBM BladeCenter HS23 Installation And User Manual

Appendix. 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 IBM system
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 that 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 Check for updated firmware and operating-system device drivers for your IBM
v If you have installed new hardware or software in your environment, check
v Use the troubleshooting information in your system documentation, and use the
v Go to http://www.ibm.com/supportportal/ to check for information to help
v Gather the following information to provide to IBM service. This data will help
v Go to http://www.ibm.com/support/electronic/portal/ to submit an Electronic
© Copyright IBM Corp. 2012
product. 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 for the product (unless it is covered by an additional maintenance
contract). Your IBM service technician will request that you upgrade your
software and firmware if the problem has a documented solution within a
software upgrade.
You can obtain the latest downloads for your IBM product from
http://www.ibm.com/support/fixcentral/systemx/
groupView?query.productGroup=ibm%2FBladeCenter .
http://www.ibm.com/systems/info/x86servers/serverproven/compat/us/ to
make sure that the hardware and software is supported by your IBM product.
diagnostic tools that come with your IBM product. Information about diagnostic
tools is in the Problem Determination and Service Guide on the IBM Documentation
CD that comes with your product.
you solve the problem.
IBM service quickly provide a solution to your problem and ensure that you
receive the level of service for which you might have contracted.
– Hardware and Software Maintenance agreement contract numbers, if
applicable
– Machine type number (IBM 4-digit machine identifier)
– Model number
– Serial number
– Current system UEFI (or BIOS) and firmware levels
– Other pertinent information such as error messages and logs
Service Request. Submitting an Electronic Service Request will start the process
67