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
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.
Determine whether the firmware and device drivers for the devices in the IBM
Flex System Enterprise Chassis are up to date. You can use the IBM Flex System
Manager Update Manager to automatically acquire, install, and manage
firmware and device-driver updates for the devices in the chassis.
v If 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.
v Go to http://www.ibm.com/supportportal/ to check for information to help
you solve the problem.
v Gather the following information to provide to IBM Support. This data will help
IBM Support 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 and firmware levels
– Other pertinent information such as error messages and logs
v Submit a manual service request through the IBM Flex System Manager
management software. When you submit a manual service request, service data
about the problem is included in the request, which will help IBM Support more
quickly begin to diagnose the problem.
© Copyright IBM Corp. 2012 555
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