Appendix D. Getting help and technical assistanceIf you need help, service, or technical assistance or just want more informationabout IBM products, you will find a wide variety of sources available from IBM toassist you.Use this information to obtain additional information about IBM and IBMproducts, determine what to do if you experience a problem with your IBM systemor optional device, and determine whom to call for service, if it is necessary.Before you callBefore you call, make sure that you have taken these steps to try to solve theproblem yourself.If you believe that you require IBM to perform warranty service on your IBMproduct, the IBM service technicians will be able to assist you more efficiently ifyou prepare before you call.v Check all cables to make sure that they are connected.v Check the power switches to make sure that the system and any optionaldevices are turned on.v Check for updated software, firmware, and operating-system device drivers foryour IBM product. The IBM Warranty terms and conditions state that you, theowner of the IBM product, are responsible for maintaining and updating allsoftware and firmware for the product (unless it is covered by an additionalmaintenance contract). Your IBM service technician will request that youupgrade your software and firmware if the problem has a documented solutionwithin a software upgrade.v If you have installed new hardware or software in your environment, check tomake sure that the hardware and software is supported by your IBM product.v Go to to check for information to help you solve the problem.v Gather the following information to provide to IBM Support. This data will helpIBM Support quickly provide a solution to your problem and ensure that youreceive the level of service for which you might have contracted.– Hardware and Software Maintenance agreement contract numbers, ifapplicable– 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 logsv Go to to submit an Electronic Service Request. Submitting an Electronic ServiceRequest will start the process of determining a solution to your problem bymaking the pertinent information available to IBM Support quickly andefficiently. IBM service technicians can start working on your solution as soon asyou have completed and submitted an Electronic Service Request.You can solve many problems without outside assistance by following thetroubleshooting procedures that IBM provides in the online help or in the© Copyright IBM Corp. 2014 1027
