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116 IBM® xSeries 220 User’s Reference
The troubleshooting information or the diagnostic programs might tell you that you
need additional or updated device drivers or other software. IBM maintains pages on
the World Wide Web where you can get the latest technical information and
download device drivers and updates. To access these pages, go to
http://www.ibm.com/pc/support and follow the instructions.
Calling for service
If you have tried to correct the problem yourself and still need help, during the
warranty period, you can get help and information by telephone through the IBM PC
HelpCenter. The following services are available during the warranty period:
• 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
Note: 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 hardware warranty for a full explanation of IBM warranty terms.
Be sure to retain your proof of purchase to obtain warranty service.
Expert technical-support representatives are available to assist you with questions
you might have on the following:
• Setting up your computer and IBM monitor
• Installing and setting up IBM options purchased from IBM or an IBM reseller
• Arranging for service (on-site or carry-in)
• Arranging for overnight shipment of customer-replaceable parts
In addition, if you purchased an IBM xSeries server, you are eligible for IBM Server
Start Up Support. This service provides assistance for setting up your network
operating system. You can find more information about IBM Server Start Up support
at http://www.ibm.com/pc/qtechinfo/SCOD-44HJ9W.html.
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 time will vary depending on the number and complexity of
incoming calls.