Obtaining service

Resolving The Problem

Abstract

Support for Storage Virtualization family products

USA and Canadian Support

Note: For products with both hardware and software order-able components, if you are not sure whether the problem is with hardware or with software, go to Software Support first.

Software

• Defect and How-to voice support is provided at no additional charge for the first year with Software Maintenance (SWMA). Renewal of SWMA is required for support in subsequent years.
• Call 1-800 IBM-SERVE, Select Lenovo Product (1), then Selected Storage Products Resold by Lenovo (4).
• For the following products, give the machine type and serial number of the system for which you need support:
  • Flex System V7000 Base Software - Machine type 4939
  • Storwize V3500 for Lenovo Base Software - Machine type 6096
  • Storwize V3700 for Lenovo Base Software - Machine type 6099
  • Storwize V5000 for Lenovo Base Software - Machine type 6194
  • Storwize V7000 for Lenovo Base Software - Machine type 6195
  • IBM Storwize V7000 File Module (part of IBM Storwize V7000 Unified) - Machine type 2073
• For the following products, give the IBM or Lenovo customer number used to order the software and the product name for which you need support:
  • IBM Flex System V7000 External Virtualization, Flex System V7000 Remote Mirroring, Flex System V7000 Real-time Compression
  • Storwize V7000 for Lenovo External Virtualization, Storwize V7000 for Lenovo Remote Mirroring, Storwize V7000 for Lenovo Real-time Compression
  • ProtecTIER Entry Edition, ProtecTIER Enterprise Edition, ProtecTIER Appliance Edition
  • Real-time Compression Appliance
  • IBM SAN Volume Controller, SVC for XIV, SVC Real-time Compression
  • Scale Out Network Attached Storage (SONAS)

Hardware

• Defect voice support is provided for the term of the hardware warranty. A maintenance contract for the product hardware is required to receive defect support after the warranty expiration.
• Call 1-800 IBM-SERVE, Select Lenovo Product (1), then Selected Storage Products Resold by Lenovo (4).
• For new problems, give the machine type and serial number of the product to the call agent.
• Note: All How to questions (for example, configuration, zoning) for the following products are supported through SWMA for the associated software product, and must be submitted through the Software Support path:
  • 2073 (IBM Storwize V7000 File Module)
  • 6096 (Storwize V3500 for Lenovo)
  • 6099 (Storwize V3700 for Lenovo)
  • 6194 (Storwize V5000 for Lenovo)
  • 6195 (Storwize V7000for Lenovo)
  • 2145 (IBM SVC/SVC for XIV)
  • 2452 (Real-time Compression Appliance)
  • 2851 (SONAS)
  • 3958, 3959 (ProtecTIER)
  • 4939 (IBM Flex System V7000)

Affected configuration

Cross-reference information

Other Geographies

For voice support in other geographies, refer to this Web site, and select the country to find sales and technical support phone numbers for that country.

http://www.ibm.com/planetwide/

Note: Service and Support for specific versions and models are available until the product End of Service date.