7: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. This chapter contains information about where to go for additional information about IBM and IBM products, what to do if you experience a problem with your xSeries or IntelliStation system, and 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:
•Check all cables to make sure they are connected.
•Check the power switches to make sure that the system is turned on.
•Use the troubleshooting information in your system documentation, and use diagnostic tools that come with your system.
•Go to the IBM Support Web site at http://www.ibm.com/pc/support/ to check for technical informa- tion, hints, tips, and new device drivers.
•Use an IBM discussion forum on the IBM Web Site to ask questions.
You can solve many problems without outside assistance by following the troubleshooting procedures that IBM provides in the online help or in the publications that are provided with your system and soft- ware. The information that comes with your system also describes the diagnostic tests that you can per- form. Most xSeries and IntelliStation systems, operating systems, and programs come with information that contains troubleshooting procedures and explanations of error messages and error codes. If you sus- pect a software problem, see the information for the operating system or program.
Using the Documentation
Information about your IBM xSeries or IntelliStation system and preinstalled software, if any, is avail- able in the documentation that comes with your system. That documentation includes printed books, online books, readme files, and help files. See the troubleshooting information in your system documen- tation for instructions for using the diagnostic programs. The troubleshooting information or the diagnos- tic programs might tell you that you need additional or updated device drivers or other software. IBM maintains pages on the World Wide Web where you can get the latest technical information and download device drivers and updates. To access these pages, go to http://www.ibm.com/pc/support/ and follow the instructions. Also, you can order publications through the IBM Publications Ordering System at http://www.elink.ibmlink.ibm.com/public/applications/publications/cgibin/pbi.cgi.
Getting help and information from the World Wide Web
On the World Wide Web, the IBM Web site has
IntelliStation products, services, and support. The address for IBM xSeries information is
http://www.ibm.com/eserver/xseries/. The address for IBM IntelliStation information is
http://www.ibm.com/pc/intellistation/.
You can find service information for your IBM products, including supported options, at
http://www.ibm.com/pc/support/.
Software service and support
Through IBM Support Line, you can get telephone assistance, for a fee, with usage, configuration, and software problems with xSeries servers, IntelliStation workstations, and appliances. For information about which products are supported by Support Line in your country or region, go to http://www.ibm.com/services/sl/products/.
For more information about Support Line and other IBM services, go to http://www.ibm.com/services/, or go to http://www.ibm.com/planetwide/ for support telephone numbers. In the U.S. and Canada, call 1-
Hardware service and support
You can receive hardware service through IBM Integrated Technology Services or through your IBM reseller, if your reseller is authorized by IBM to provide warranty service. Go to http://www.ibm.com/planetwide/ for support telephone numbers, or in the U.S. and Canada, call
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.
16