How to get information, help, and technical assistance

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If you need help, service, technical assistance, or want more information about IBM® products, you can find a wide variety of sources available from IBM to assist you.

In the IBM Spectrum Virtualize for Public Cloud solution, the cloud provider is responsible for providing the infrastructure, network components and storage, as well as support and assistance for this part of the solution. The cloud user or any involved third party is responsible for deploying and configuring the solution from the network layer up to the OS and the software installed. IBM Systems support is responsible for providing support and assistance with the IBM Spectrum Virtualize for Public Cloud application.

Information

IBM maintains pages on the web where you can get information about IBM products and fee services, product implementation and usage assistance, break and fix service support, and the latest technical information. For more information, refer to this table.

Table 1. IBM websites for help, services, and information
Website Address
IBM home page http://www.ibm.com
Directory of worldwide contacts http://www.ibm.com/planetwide
Support for products www.ibm.com/support
Support for IBM Cloud® https://www.ibm.com/cloud/support
Note: Available services, telephone numbers, and web links are subject to change without notice.

Help and service

Before you call for support, be sure to have your IBM Customer Number available. If you are in the US or Canada, you can call 1 (800) IBM SERV for help and service. From other parts of the world, see http://www.ibm.com/planetwide for the number that you can call.

Before you call for support, be sure to have your IBM Customer Number, component ID , and your country code available. If you are in the US or Canada, you can call 1 (800) IBM SERV for help and service. From other parts of the world, see http://www.ibm.com/planetwide for the number that you can call.

When you call from the US or Canada, choose the storage option. The agent decides where to route your call, to either storage software or storage hardware, depending on the nature of your problem.

If you call from somewhere other than the US or Canada, you must choose the software option when you call for assistance. When you call IBM to service the product, IBM provides support only for issues with the IBM Cloud Object Storage System™ software.

If you call from somewhere other than the US or Canada, you must choose the software or hardware option when you call for assistance. Choose the software option if you are uncertain if the problem involves the software or hardware. Choose the hardware option only if you are certain the problem solely involves the IBM Cloud Object Storage System™ hardware. When you call IBM to service the product, follow these guidelines for the software and hardware option:

Software option
Identify the IBM Cloud Object Storage System™ product as your product and supply your customer number as proof of purchase. The customer number is a 7-digit number (0000000 - 9999999) assigned by IBM when the product is purchased. Your customer number might be 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.

In the US and Canada, hardware service and support can be extended to 24 x 7 on the same day. The base warranty is 9x5 on the next business day.

Warranty coverage is 24 x 7 on the same day.

In the US and Canada, service and support can be extended to 24 x 7 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/support.

Before you call

Make sure that you take steps to try to solve the problem yourself before you call. Some suggestions for resolving the problem before you call IBM Support include:
  • Check all cables to make sure that they are connected.
  • Check all power switches to make sure that the system and optional devices are turned on.
  • Use the troubleshooting information in your system documentation. The troubleshooting section of IBM Knowledge Center contains procedures to help you diagnose problems.
  • Write down the machine type and model (MTM) and the serial number of the machine with the problem. IBM uses this information to engage the appropriate support team.
  • Check for any obvious hardware errors, and check IBM's support website for any known issues. If any hardware problems exist, resolve the hardware problems first before you contact IBM Support.
  • Check for obvious software errors and check for known issues. Resolve any software issues.
  • Go to the IBM Support website at www.ibm.com/support to check for technical information, hints, tips, and new device drivers or to submit a request for information.
  • Go to the IBM Cloud Support website at https://www.ibm.com/cloud/support, or the IBM Support website at www.ibm.com/support to check for technical information, hints, tips, or to submit a request for information.

Using the documentation

Information about your IBM storage system is available in the documentation that is available on this Knowledge Center and on the IBM support website.

That documentation includes online documents, readme files, and help files in addition to the Knowledge Center. See the troubleshooting information for diagnostic instructions. The troubleshooting procedure might require you to download updated software. IBM maintains pages on the web where you can get the latest technical information and download updates. To access this information, go to www.ibm.com/support and follow the instructions. Also, some documents are available through the IBM Publications Center.

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 Knowledge Center. See the troubleshooting information for diagnostic instructions. The troubleshooting procedure might require you to download updated device drivers or software. IBM maintains pages on the web where you can get the latest technical information and download device drivers and updates. To access this information, go to www.ibm.com/support and follow the instructions. Also, some documents are available through the IBM Publications Center.

Sign up for the Support Line Offering

If you have questions about how to use and configure the machine, sign up for the IBM Support Line offering to get a professional answer. Support plans can be purchase on the IBM Cloud Support website at https://www.ibm.com/cloud/support.

The maintenance that is supplied with the system provides support when there is a problem with a hardware component or a fault in the system machine code.The maintenance that is supplied with the system provides support when there is a problem with a fault in the system machine code. At times, you might need expert advice about using a function that is provided by the system or about how to configure the system. Purchasing the IBM Support Line offering gives you access to this professional advice for your system, and in the future.

Contact your local IBM sales representative or your support group for availability and purchase information.