IBM 71453RU manual Appendix. Getting help and technical assistance, Before you call

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.

vCheck for updated firmware and operating-system device drivers for your IBM 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%2FSystemx .

vIf you have installed new hardware or software in your environment, check http://www.ibm.com/systems/info/x86servers/serverproven/compat/us/ to make sure that the hardware and software is supported by your IBM product.

vUse the troubleshooting information in your system documentation, and use the 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.

vGo to http://www.ibm.com/supportportal/ to check for information to help you solve the problem.

vGather the following information to provide to IBM service. This data will help 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

vGo to http://www.ibm.com/support/electronic/portal/ to submit an Electronic Service Request. Submitting an Electronic Service Request will start the process

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