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Getting Information, Help, and Sevices 121
Software Service and Support
Customer telephone assistance with usage, configuration, and software defects for the xSeries
servers, workstations and appliances is provided via IBM Operational Support Services - Support
Line. For information about what products are supported by Support Line in your country, see
http://www.ibm.com/services/sl/products.
For more information about Support Line and other IBM Services see http://www.ibm.com/services
or see www.ibm.com/planetwide/ for in countrytelephone numbers.
Hardware Service and Support
Hardware services can 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 provide warranty service.
In the U.S. and Canada, these services are available 24 hours a day, 7 days a week. In the U.K.,
these services are available Monday through Friday, from 9:00 a.m. to 6:00 p.m.
• Problem determination - Trained personnel are available to assist you with determining if you
have a hardware problem 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. IBM or your reseller, if authorized by IBM, will make selected
Engineering Changes (ECs) available that apply to your hardware.
The following items are not covered:
• Replacement or use of non-IBM parts or nonwarranted IBM parts. All warranted parts contain a
7-character identification in the format IBM FRU XXXXXXX.
• Identification of software problem sources.
• Configuration of BIOS as part of an installation or upgrade.
• Changes, modifications, or upgrades to device drivers.
• Installation and maintenance of network operating systems (NOS).
• Installation and maintenance of application programs.
Refer to your IBM Statement of Limited Warranty for a full explanation of IBM warranty terms. Be
sure to retain your proof of purchase to obtain warranty service.
In the U.S. and Canada, these services are available 24 hours a day, 7 days a week. In the U.K.,
these services are available Monday through Friday, from 9:00 a.m. to 6:00 p.m.
Note: Response times vary; may exclude some holidays.
Please have the following information ready when you call:
• Machine type and model
• Serial numbers of your IBM hardware products
• Description of the problem
• Exact wording of any error messages
• Hardware and software configuration information