33l3690
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Getting Help Information
IBM
Getting Help Information
Note
Before using this information and the product it supports, be sure to read the general information in “Product
Warranties and Notices” in the “Legal and Safety Information” section of this Server Library.
First Edition (February 1999)
INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION “AS IS” WITHOUT WARRANTY OF
ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some jurisdictions do not allow disclaimer of express or
implied warranties in certain transactions, therefore, this statement may not apply to you.
This publication could include technical inaccuracies or typographical errors. Changes are periodically made to the information
herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the
product(s) and/or the program(s) described in this publication at any time.
This publication was developed for products and services offered in the United States of America and the United Kingdom. It is
possible that this publication may contain reference to, or information about, IBM products (machines and programs), programming,
or services that are not announced in your country. Such references or information must not be construed to mean that IBM intends
to announce such IBM products, programming, or services in your country.
Requests for technical information about IBM products should be made to your IBM reseller or IBM marketing representative.
No part of this publication may be reproduced or distributed in any form or by any means without prior permission in writing from the
International Business Machines Corporation.
 Copyright International Business Machines Corporation 1999. All rights reserved.
Note to U.S. Government Users — Documentation related to restricted rights — Use, duplication or disclosure is subject to
restrictions set forth in GSA ADP Schedule Contract with IBM Corp.
Contents
Chapter 1. Getting help, service, and information . . .
Service support . . . . . . . . . . . . . . . . . . . . . . . . .
Before you call for service . . . . . . . . . . . . . . . . . . .
Getting customer support and service . . . . . . . . . . . .
Using the World Wide Web . . . . . . . . . . . . . . . .
Using electronic support services . . . . . . . . . . . . .
Getting information by fax . . . . . . . . . . . . . . . . .
Getting help online . . . . . . . . . . . . . . . . . . . . .
Getting help by telephone . . . . . . . . . . . . . . . . .
Getting help around the world . . . . . . . . . . . . . . .
Purchasing additional services . . . . . . . . . . . . . . . .
Enhanced PC support line . . . . . . . . . . . . . . . . .
900-number operating system and hardware support line
Network and server support line
. . . . . . . . . . . . .
Ordering support line services . . . . . . . . . . . . . . .
Warranty and repair services . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . .
Ordering publications
 Copyright IBM Corp. 1999
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Getting Help Information
Chapter 1. Getting help, service, and information
If you need help, service, technical assistance, or just want more information about
IBM products, you will find a wide variety of sources available from IBM to assist
you.
For example, IBM maintains pages on the World Wide Web where you can get
information about IBM products and services, find the latest technical information,
and download device drivers and updates. Some of these pages are:
Ÿ Main IBM home page: http://www.ibm.com
Ÿ IBM Personal Computing: http://www.ibm.com/pc
Ÿ IBM Personal Computing Support: http://www.ibm.com/pc/support
Ÿ IBM Commercial Desktop (U.S.): http://www.ibm.com/pc/us/desktop/
Ÿ IBM IntelliStation (U.S.): http://www.ibm.com/pc/us/intellistation/
Ÿ IBM Netfinity and PC Servers (U.S.): http://www.ibm.com/netfinity
Ÿ IBM Options (U.S.): http://www.ibm.com/pc/us/options/
Ÿ ServerProven Compatibitity: http//www.ibm.com/pc/us/compat/
Ÿ Healthy Computing: http://www.ibm.com/healthycomputing/
Ÿ ServerGuide (U.S.): http://www.ibm.compc./us/server/sguide/
Ÿ OS/2 Warp Server: http://www.software.ibm.com/os/warp-server
Ÿ IBM AntiVirus: http://www.av.ibm.com
Ÿ Netfinity Manager:
http://www.ibm.com/pc/us/netfinity/system_management.html
Ÿ Network Station Manager: http://www.ibm.com/pc/networkstation/support
You can select a country-specific Web site from some of these pages.
Help is also available from bulletin boards and online services, as well as by fax
and telephone. This section provides information about these sources.
Services available and telephone numbers listed are subject to change without
notice.
Other companies also maintain pages on the World Wide Web that you might find
helpful:
 Copyright IBM Corp. 1999
Microsoft
Operating systems
http://www.microsoft.com
Novell
Operating systems
http://www.novell.com
SCO
Operating systems
http://www.sco.com
APC
PowerChute plus
http://www.apcc.com
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Lotus
Domino
http://www.lotus.com
Adaptec
Software
http://www.adaptec.com
Symantec
Norton AntiVirus (OEM Version)
http://www.norton.com
Tivoli
Tivoli Management Agent
http://www.tivoli.com
Service support
With the original purchase of an IBM hardware product, you have access to
extensive support coverage. During the IBM hardware product warranty period,
you may call the IBM Personal Computer HelpCenter (1-800-772-2227 in the U.S.)
for hardware product assistance covered under the terms of the IBM Statement of
Limited Warranty. See “Getting help by telephone” on page 5 for HelpCenter
telephone numbers in other countries.
The following services are available during the warranty period:
Ÿ 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.
Ÿ 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.
Ÿ 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 Engineering Changes (ECs) available that apply to your
hardware.
Be sure to retain your proof of purchase to obtain warranty service.
Please have the following information ready when you call:
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
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
If possible, be at your computer when you call.
The following items are not covered:
Ÿ Replacement or use of non-IBM parts or nonwarranted IBM parts
Note: All warranted parts contain a 7-character identification in the format IBM
FRU XXXXXXX.
Ÿ Identification of software problem sources
Ÿ Configuration of BIOS as part of an installation or upgrade
Ÿ Changes, modifications, or upgrades to device drivers
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Getting Help Information
Ÿ Installation and maintenance of network operating systems (NOS)
Ÿ Installation and maintenance of application programs
Refer to the IBM Statement of Limited Warranty for a full explanation of IBM's
warranty terms.
Before you call for service
Many computer problems can be solved without outside assistance, by using the
online help or by looking in the online or printed documentation that comes with
your computer or software. Also, be sure to read the information in any README
files that come with your software.
Most computers, operating systems, and application programs come with
documentation that contains troubleshooting procedures and explanations of error
messages. The documentation that comes with your computer also contains
information about the diagnostic tests you can perform.
If you receive a POST error code when you turn on your computer, refer to the
POST error-message charts in your hardware documentation. If you do not receive
a POST error code, but suspect a hardware problem, refer to the troubleshooting
information in your hardware documentation or run the diagnostic tests.
If you suspect a software problem, consult the documentation (including README
files) for the operating system or application program.
Getting customer support and service
Purchasing an IBM PC hardware product entitles you to standard help and support
during the warranty period. If you need additional support and services, a wide
variety of extended services are available for purchase that address almost any
need.
Using the World Wide Web
On the World Wide Web, the IBM Personal Computing Web site has up-to-date
information about IBM Personal Computer products and support. The address for
the IBM Personal Computing home page is:
http://www.ibm.com/pc
You can find support information for your IBM products, including supported
options, on the IBM Personal Computing Support page at:
http://www.ibm.com/pc/support
If you select Profile from the support page, you can create a customized support
page that is specific to your hardware, complete with Frequently Asked Questions,
Parts Information, Technical Hints and Tips, and Downloadable Files. You will
have the information you need, all in one place. In addition, you can choose to
receive e-mail notifications whenever new information becomes available about
your registered products. You also can access online support forums, which are
community sites monitored by IBM support staff.
Chapter 1. Getting help, service, and information
3
For information about specific Personal Computer products, visit the following
pages:
http://www.ibm.com/pc/us/intellistation/
http://www.ibm.com/pc/us/desktop/
http://www.ibm.com/pc/us/netfinity/
http://www.ibm.com/pc/us/thinkpad/
http://www.ibm.com/pc/us/options/
http://www.ibm.com/pc/us/aptiva/
You can select a country-specific Web site from these pages.
Using electronic support services
If you have a modem, you can get help from several popular services. Bulletin
boards and online information services provide assistance through
question-and-answer message areas, live chat rooms, searchable databases, and
more.
Technical information is available on a wide range of topics, such as:
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Hardware setup and configuration
Preinstalled software
OS/2, DOS, and Windows
Networking
Communications
Multimedia
In addition, the latest device driver updates are available.
The IBM Bulletin Board System (BBS) can be reached 24 hours a day, 7 days a
week. Modem speeds of up to 14 400 baud are supported. Long distance
telephone charges might apply. To access the IBM BBS:
Ÿ In the U.S., call 1-919-517-0001.
Ÿ In Canada:
– In Montreal, call 514-938-3022.
– In Toronto, call 905-316-4255 or 416-956-7877.
– In Vancouver, call 604-664-6464.
Ÿ In the U.K., call 01256 336655.
Commercial online services, such as America Online (AOL), contain information
about IBM products. (For AOL, use the “Go to” keyword IBM Connect.)
Getting information by fax
If you have a touch-tone telephone and access to a fax machine, in the U.S. and
Canada you can receive by fax marketing and technical information on many
topics, including hardware, operating systems, and local area networks (LANs).
You can call the IBM Automated Fax System 24 hours a day, 7 days a week.
Follow the recorded instructions, and the requested information will be sent to your
fax machine.
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Getting Help Information
To access the IBM Automated Fax System, do the following:
Ÿ In the U.S., call 1-800-426-3395.
Ÿ In Canada, call 1-800-465-3299.
Getting help online
Online Housecall is a remote communication tool that allows an IBM
technical-support representative to access your PC by modem. Many problems
can be remotely diagnosed and corrected quickly and easily. In addition to a
modem, a remote-access application program is required. This service is not
available for servers. There might be a charge for this service, depending on the
request.
For more information about configuring your PC for Online Housecall:
Ÿ In the U.S., call 1-800-772-2227.
Ÿ In Canada, call 1-800-565-3344.
Ÿ In all other countries, contact your IBM reseller or IBM marketing
representative.
Getting help by telephone
During the warranty period, you can get help and information by telephone through
the IBM PC HelpCenter. Expert technical-support representatives are available to
assist you with questions you might have on the following:
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Setting up your computer and IBM monitor
Installing and setting up IBM options purchased from IBM or an IBM reseller
30-day, preinstalled-operating-system support
Arranging for service (on-site or carry-in)
Arranging for overnight shipment of customer-replaceable parts
In addition, if you purchased an IBM PC Server or IBM Netfinity Server, you are
eligible for IBM Start Up Support for 90 days after installation. This service
provides assistance for:
Ÿ Setting up your network operating system
Ÿ Installing and configuring interface cards
Ÿ Installing and configuring network adapters
Please have the following information ready when you call:
Ÿ Machine Type and Model
Ÿ Serial numbers of your computer, monitor, and other components, or your proof
of purchase
Ÿ Description of the problem
Ÿ Exact wording of any error messages
Ÿ Hardware and software configuration information for your system
If possible, be at your computer when you call.
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.1
1
Response time will vary depending on the number and complexity of incoming calls.
Chapter 1. Getting help, service, and information
5
Country
Telephone number
Austria
Österreich
1-546 585 075
Belgium - Dutch
Belgie
02-717-2504
Belgium - French
Belgique
02-717-2503
Canada
Canada
1-800-565-3344
Denmark
Danmark
03-525-6905
Finland
Suomi
9-22-931805
France
France
01-69-32-40-03
Germany
Deutschland
069-6654-9003
Ireland
Ireland
01-815-9207
Italy
Italia
02-4827-5003
Luxembourg
Luxembourg
298-977-5060
Netherlands
Nederland
020-504-0531
Norway
Norge
2-305-3203
Portugal
Portugal
01-791-5147
Spain
España
091-662-4270
Sweden
Sverige
08-632-0063
Switzerland - German
Schweiz
01-212-1810
Switzerland - French
Suisse
022-310-0418
Switzerland - Italian
Svizzera
091-971-0523
United Kingdom
United Kingdom
01475-555555
U.S.A. and Puerto Rico
U.S.A. and Puerto Rico
1-800-772-2227
In all other countries, contact your IBM reseller or IBM marketing representative.
Getting help around the world
If you travel with your computer or need to move it to another country, you can
register for International Warranty Service. When you register with the International
Warranty Service Office, you will receive an International Warranty Service
Certificate that is honored virtually worldwide, wherever IBM or IBM resellers sell
and service IBM PC products.
For more information or to register for International Warranty Service:
Ÿ In the U.S. or Canada, call 1-800-497-7426.
Ÿ In Europe, call 44-1475-893638 (Greenock, U.K.).
Ÿ In Australia and New Zealand, call 61-2-9354-4171.
In all other countries, contact your IBM reseller or IBM marketing representative.
6
Getting Help Information
Purchasing additional services
During and after the warranty period, you can purchase additional services, such as
support for IBM and non-IBM hardware, operating systems, and application
programs; network setup and configuration; upgraded or extended hardware repair
services; and custom installations. Service availability and name might vary by
country.
Enhanced PC support line
Enhanced PC Support is available for desktop and mobile IBM computers that are
not connected to a network. Technical support is provided for IBM computers and
IBM or non-IBM options, operating systems, and application programs on the
Supported Products list.
This service includes technical support for:
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Installing and configuring your out-of-warranty IBM computer
Installing and configuring non-IBM options in IBM computers
Using IBM operating systems in IBM and non-IBM computers
Using application programs and games
Tuning performance
Installing device drivers remotely
Setting up and using multimedia devices
Identifying system problems
Interpreting documentation
You can purchase this service on a per-call basis, as a multiple-incident package,
or as an annual contract with a 10-incident limit. For more information about
purchasing Enhanced PC Support, see “Ordering support line services” on page 8.
900-number operating system and hardware support line
In the U.S., if you prefer to obtain technical support on a pay-as-you go basis, you
can use the 900-number support line. The 900-number support line provides
support for IBM PC products that are out of the warranty period.
To access this support, call 1-900-555-CLUB (2582). You will be notified of the
charge per minute.
Network and server support line
Network and Server Support is available for simple or complex networks made up
of IBM servers and workstations using major network operating systems. In
addition, many popular non-IBM adapters and network interface cards are
supported.
This service includes all of the features of the Enhanced PC Support Line, plus:
Ÿ
Ÿ
Ÿ
Ÿ
Installing and configuring client workstations and servers
Identifying system problems and correcting problems on the client or the server
Using IBM and non-IBM network operating systems
Interpreting documentation
You can purchase this service on a per-call basis, as a multiple-incident package,
or as an annual contract with a 10-incident limit. For more information about
Chapter 1. Getting help, service, and information
7
purchasing Network and Server Support, see “Ordering support line services” on
page 8.
Ordering support line services
Enhanced PC Support Line and Network and Server Support Line services are
available for products on the Supported Products list. To receive a Supported
Products list:
Ÿ In the U.S.:
1. Call 1-800-426-3395.
2. Select document number 11683 for Network and Server support.
3. Select document number 11682 for Enhanced PC support.
Ÿ In Canada, contact IBM Direct at 1-800-465-7999, or:
1. Call 1-800-465-3299.
2. Select the HelpWare catalog.
Ÿ In all other countries, contact your IBM reseller or IBM marketing
representative.
For more information or to purchase these services:
Ÿ In the U.S., call 1-800-772-2227.
Ÿ In Canada, call 1-800-465-7999.
Ÿ In all other countries, contact your HelpCenter.
Warranty and repair services
You can upgrade your standard hardware warranty service or extend the service
beyond the warranty period.
Warranty upgrades in the U.S. include:
Ÿ Carry-in service to on-site service
If your warranty provides carry-in repair service, you can upgrade to on-site
repair service, either standard or premium. The standard upgrade provides a
trained servicer within the next business day (9 a.m. to 5 p.m., local time,
Monday though Friday). The premium upgrade provides 4-hour average
response, 24 hours a day, 7 days a week.
Ÿ On-site service to premium on-site service
If your warranty provides for on-site service, you can upgrade to premium
on-site service (4-hour average on-site response, 24 hours a day, 7 days a
week).
You also can extend your warranty. Warranty and Repair Services offers a variety
of post-warranty maintenance options, including ThinkPad EasyServ Maintenance
Agreements. Availability of the services varies by product.
For more information about warranty upgrades and extensions:
Ÿ In the U.S., call 1-800-426-4968.
Ÿ In Canada, call 1-800-465-7999.
Ÿ In all other countries, contact your IBM reseller or IBM marketing
representative.
8
Getting Help Information
Ordering publications
Additional publications are available for purchase from IBM. For a list of
publications available in your country:
Ÿ In the U.S., Canada, and Puerto Rico, call 1-800-879-2755.
Ÿ In other countries, contact your IBM reseller or IBM marketing representative.
Chapter 1. Getting help, service, and information
9
IBM

Part Number: 33L3690
Printed in U.S.A.
February 1999
33L369ð
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