If you call from somewhere other than the US or Canada, you must choose the
software or hardware option when calling for assistance. Choose the software
option if you are uncertain if the problem involves the Storwize V7000 Unified
software or hardware. Choose the hardware option only if you are certain the
problem solely involves the Storwize V7000 Unified hardware. When calling IBM
for service regarding the product, follow these guidelines for the software and
hardware options:
Software option
Identify the Storwize V7000 Unified product as your product and supply
your customer number as proof of purchase. The customer number is a
7-digit number (0000000 to 9999999) assigned by IBM when the product is
purchased. Your customer number should be located on the customer
information worksheet or on the invoice from your storage purchase. If
asked for an operating system, use Storage.
Hardware option
Provide the serial number and appropriate 4-digit machine type. For
Storwize V7000 Unified, the machine type is 2073.
In the US and Canada, hardware service and support can be extended to 24x7 on
the same day. The base warranty is 9x5 on the next business day.
Getting help online
You can find information about products, solutions, partners, and support on the
IBM website.
To find up-to-date information about products, services, and partners, visit the IBM
website at www.ibm.com/storage/support/storwize/v7000/unified.
Before you call
Make sure that you have taken steps to try to solve the problem yourself before
you call.
Some suggestions for resolving the problem before calling IBM Support include:
v Check all cables to make sure that they are connected.
v Check all power switches to make sure that the system and optional devices are
turned on.
v Use the troubleshooting information in your system documentation. The
troubleshooting section of the information center contains procedures to help
you diagnose problems.
v Go to the IBM Support website at www.ibm.com/storage/support/storwize/
v7000/unified to check for technical information, hints, tips, and new device
drivers or to submit a request for information.
Using the documentation
Information about your IBM storage system is available in the documentation that
comes with the product.
That documentation includes printed documents, online documents, readme files,
and help files in addition to the information center. See the troubleshooting
information for diagnostic instructions. The troubleshooting procedure might
require you to download updated device drivers or software. IBM maintains pages
44 Storwize V7000 Unified: Problem Determination Guide 2073-720
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