Getting Information, Help, and Sevices 121
Software Service and Support
Customer telephoneassistance with usage, configuration, and software defects for the xSeries
servers,workstations and appliances is provided via IBM Operational Support Services - Support
Line. For informationabout what products are supported by Support Line in your country, see
http://www.ibm.com/services/sl/products.
For more information aboutSupport Line and other IBM Services see http://www.ibm.com/services
or see www.ibm.com/planetwide/ f or in countrytelephone numbers.
Hardware Service and Support
Hardware servicescan be provided either by IBM Integrated Technology Services (see
http://www.ibm.com/planetwide/ for in country telephone numbers), or your reseller, if approved
by IBM to providewarranty service.
In the U.S.a nd Canada,these services are available 24 hours a day, 7 days a week. In the U.K.,
these servicesare available Monday through Friday, from 9:00 a.m. to 6:00 p.m.
• Problem determination - Trained personnel are available to assistyou with determining if you
have a hardwareproblem and deciding what action is necessary to fix the problem.
• IBM hardware repair- If the problem is determined to be caused by IBM hardware under
warranty,trained service personnel are available to provide the applicable level of service.
• Engineering Change management- Occasionally, there might be changes that are required
after a product has been sold. IBMor yourreseller, if authorized by IBM, will make selected
Engineering Changes (ECs) avail able that apply to your hardware.
The followingitems are not covered:
• Replacementor use of non-IBM parts or nonwarranted IBM parts. All warranted parts contain a
7-character identification in the format IBM FRU XXXXXXX.
• Identificationof software problem sources.
• Configurationof BIOS as part of an installation or upgrade.
• Changes, modifications,or upgrades to device drivers.
• Installationand maintenance of network operating systems (NOS).
• Installationand maintenance of application programs.
Refer to your IBM Statement of LimitedWarranty for a full explanation of IBM warranty terms. Be
sure to retain your proof ofpurchase to obtain warranty service.
In the U.S.a nd Canada,these services are available 24 hours a day, 7 days a week. In the U.K.,
these servicesare available Monday through Friday, from 9:00 a.m. to 6:00 p.m.
Note: Responsetimes vary; may exclude some holidays.
Please have thefollowing information ready when you call:
• Machine type and model
• Serial numbersof your IBM hardware products
• Description of the problem
• Exact wordingof anyerror messages
• Hardwareand software configuration information