Sample Customer Support Plan For IBM System Storage

Prepared for : Sample IBM System Storage™
Document includes: System Storage
Processed on September 17, 2007
© International Business Machines Corporation 2007

Disclaimer: IBM reserves the right to change specifications or other product information without notice. This publication may include typographic errors and technical inaccuracies. The
content is provided as is, without express or implied warranties of any kind, including the implied warranties of merchantability or fitness for a particular purpose. Some jurisdictions do
not allow disclaimers of implied warranty so this disclaimer might not apply to you. Although the IBM-approved version of this document's information is currently accurate, be aware
that contracts, terms, and conditions, support procedures, and assigned personnel can change at any time. This document does not modify or replace any contract in place between
you and IBM and is subject to change based on the terms and conditions of the contracts in place between you and IBM.
IBM Customer Support Plan – Web Support (U.S. and Canada)
Overview of IBM technical support structure

From the largest IBM® customer to the individual IBM consumer, the Web (http://ibm.com/support)
enables e-relationships any time, day or night. The following chart gives you an overview of IBM's
technical support structure for customers:
First stop Next stop The works
No charge - 7 x 24 x 365 No charge during Fee-based Fee-based

warranty period
IBM Hardware Software or

IBM Global
Web Support Warranty "How To"
Services
Support Support
ibm.com/support/ 1-800-IBM-SERV 1-800-IBM-SERV ibm.com/
(1-800-426-7378, Opt. 1) (1-800-426-7378, Opt. 2)
services/
Technical documents Global team Global team Integrated technology

Fixes, drivers, updates, tools 24 x 7 x 365 days a year* 24 x 7 x 365 days a year Product-specific services
Subscriptions and alerts Problem determination How-to, usage, Industry-specific
Problem identification configuration, and services
Service requests
installation support Business consulting
Performance tuning, Access to product
Operating systems and Strategic outsourcing
monitoring engineering for the life of Technical training
Installation planning, setup your warranty applications
Software defect support
*Product warranties may vary. Scalable support offerings
Check announcement letters
for specific product warranty.
Your IBM Sales and Support Team
©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 2

IBM Customer Support Plan – Web Support (U.S. and Canada)
Your first stop for IBM support for all systems and software: Web support
IBM Systems: http://ibm.com/systems/support/ IBM Software: http://www-306.ibm.com/software/support/
Find support by product, solutions, storage, Find product support by name or category, industry solutions,
operating systems, alerts, developers, education, services, downloads, library, news, training and certification,
literature, news and events, plus warranties. plus events.
Use the URLs above or go to individual support Web sites identified in this document's brand pages.
The IBM technical support portals offer you support 24 x 7 x 365. Use these sites as your starting point
to find tools and resources that help streamline support.
New! “Stay informed” with IBM Subscription Service!

“Stay Informed” is a link to our new Subscription Service for SUPPORT
NOTIFICATIONS. Sign up to receive new / updated support site
information such as downloads and drivers, product flashes (alerts),
technical notes, publications, plus hints and tips. Sign up here:
http://www.ibm.com/support/subscriptions/us/
This tool not only tells you when there is a new BIOS update, for example, but it also includes a
description of that update. The tool lets you decide where and how often you received notifications
(daily or weekly) plus where you want to receive them (in your e-mail or in a special Web folder that
you can set up).
IBM Electronic Service
Submit a service request for hardware or software Agent (R) (ESA) -- This
Entitled customers* with software contracts, maintenance agreements, server monitoring tool -- for
Systems z, p, i, and x --
and/or warranties may submit a service request for hardware or proactively monitors
software problems directly to IBM without having to call 1-800-IBM- hardware events such as
SERV. The Electronic Service Call Plus (ESC+) service allows you to system errors, performance
issues, and inventory change
track the service request's progress, update the problem ticket, and -- around the clock.
close the ticket. The link to “Open a Service Request” is located on the Your company support team
IBM home page under "Get support" at http://ibm.com *All IBM clients and can install this agent at no
Business Partners in the US and Canada plus some Latin American countries charge or IBM can install it
for a fee. To check if you
have Electronic Service
Agent on your system, find
Offering information your system type in the
This is your way to search for offerings from IBM -- announcement "Service Agent" section of
letters, Sales Manual, press releases, white papers, and more. http://ibm.com/support/electr
onic then read your system's
http://www.ibm.com/common/ssi user guide.
Don't overlook Redbooks!

IBM(R) Redbooks™ are "how-to" guides to technical
information, and Redbooks Online! is THE Web source for finding information on
IBM solutions and offerings. View and download the complete Redbook you want
one of two ways: 1) do a quick keyword search for a listing of IBM Redbooks,
Redpieces, and Redpapers; or 2) browse through preselected categories at
http://www.redbooks.ibm.com

IBM Customer Support Plan – Web Support
IBM System Storage and TotalStorage Web Support

http://ibm.com/servers/storage/support/index.html
Find support for all your IBM System Storage™ and TotalStorage(R) products:
About Data Retention http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?

brandind=5000028&familyind=5329490&taskind=1
550 ...
Each DR550 component has its own support structure and varying terms and conditions. For usage or
how-to support for some components, such as the DS4000, you will need a Support Line contract. Other
components, such as IBM(R) Tivoli(R) Storage Manager for Data Retention and AIX(R), are covered
under Software Maintenance (SWMA). If you think there is a problem with one of the products, call
1-800-IBM-SERV to report the suspected product problem failure. If you do not know the failing
component, the IBM support structure will also accept DR550 as a product type and route the trouble
call to a support center that will assist you.
About DS4000 ... http://www-
304.ibm.com/jct01004c/systems/support/supportsite.wss/allproducts?brandind=5000028&taskind=1
DS4000 customers are encouraged to download and install firmware on their own.
STAY INFORMED: Register for daily or weekly notifications on BIOS, firmware, driver updates, and
more. Sign up at https://www-304.ibm.com/jct01004c/systems/support/myview/subscription/css.wss/folders?
methodName=listMyFolders&navBar=0&tabInd=0
About DS6000... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?

About DS8000... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?

brandind= 5000028&familyind=5329631&taskind=1
... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?
The disk storage feature activation (DSFA) application provides feature activation codes
to technically activate licensed functions acquired for your DS6000 and DS8000 series machine.
To access DSFA, you must enter information about your machine. You can find this information on the
storage unit general properties page in the IBM TotalStorage
DS6000 or DS8000 Storage Manager application. The DSFA application can be found at:
https://www.ibm.com/storage/dsfa/index.jsp To activate functions on a DS6000 machine, an order confirmation
code is required. This code is printed on the DS6000 order confirmation code reference document. You
cannot activate functions until you have received your DS6000 series order confirmation code reference
document from IBM or an authorized IBM Business Partner.
About NAS... http://www-
If you find that you need warranty or maintenance support on a network attached storage (NAS)
appliance, call 1-800-IBM-SERV and give the machine type and serial number. NAS appliances are
ordered by a "system type number," which may be composed of several machine components. Each
machine component has its own machine type. Input the machine type and the serial number when
placing a support call. If you do not know your NAS machine type or cannot locate it on the appliance,
refer to the NAS and iSCSI support page indicated above.
…continued

IBM Customer Support Plan – Web Support
IBM System Storage / TotalStorage Support, continued
About DS300 ... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?

brandind=5000028&familyind=5329622&continue.x=5&continue.y=19&oldfamily=0
About DS400 ... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?

brandind=5000028&familyind=5329624&continue.x=18&continue.y=17&oldfamily=0
The IBM TotalStorage DS300 and IBM TotalStorage DS400 and related options are designated as
customer setup. Customer setup instructions are shipped with systems and options.
About DS3200 ... http://www-

304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=534841
2&taskind=1
About DS3400 … http://www-

304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=534
8409&taskind=1
For usage and how-to support for DS3000 products, a Support Line contract is required. To purchase a
Support Line contract, call: 1-888-426-4343. For a complete list of products supported by Support Line,
visit: http://www.ibm.com/services/sl/products/
About N series ... http://www-

For usage and how-to support for N series products, a Support Line contract is required.
To purchase a Support Line contract, call: 1-888-426-4343. For a complete list of
products supported by Support Line, visit: http://www.ibm.com/services/sl/products/
About Storage Virtualization ... http://www-
304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?brandind=
5000033&familyind=5329743&oldfamily=0&continue.x=14&continue.y=9
"How to" and usage support for both SVC hardware (2145-4F2, 2145-8F2 and 2145-8F4) and software
(5639-VC1, 5639-VC2, 5639-VCT, 5639-VC3 and 5639-VC4), as well as software break/fix support,
are provided through the software path and requires an active software maintenance contract (SWMA).
When calling in for support under SWMA, please ensure that you provide the correct customer number
and ask for support on "SAN Volume Controller through Passport Advantage".
Defect support for SVC hardware is covered by warranty or maintenance.
Please review the IBM Software Support Handbook for additional information that you should have
available before calling IBM support: http://techsupport.services.ibm.com/guides/beforecontacting.html
http://www.ibm.com/servers/storage/support/software/index.html
Software Support for TotalStorage ...
From this page, you'll have access to IBM TotalStorage Management Toolkits, support information for
products such as Tivoli, SDD, DFSMS, and TPC, as well as links to other resources.
Support Notifications (Stay https://www-
304.ibm.com/jct01004c/systems/support/myview/subscription/css.wss/folders?methodName=list
informed) ... MyFolders&navBar=0&tabInd=0
Registering and setting up your profile allows you to be notified by e-mail on tips, new code releases,
firmware, and driver updates on specific products.

IBM Customer Support Plan - Support for Hardware (U.S. and Canada)
Support Flow Chart for IBM Hardware and Software

In the following chart, green boxes indicate customer actions; blue boxes indicate IBM actions.
Is Electronic Service Agent™ installed on your server?

Yes No
Failed hardware or unknown system problem
Search Web support – http://ibm.com/support/
Call IBM Support at 1-800-IBM-SERV (426-7378)

Opt 1 (no charge in warranty) for hardware; Opt 2 (fee-based or SWMA) for how to/software.
Please have the following data:
* Machine type / model / serial number *Contract number or RTS ServicePac (for Opt 2)
* BIOS versions, firmware etc.. * Description of problem/error message
Suspect hardware. “How to” or suspect software.
Customer and IBM work together to analyze the symptoms and develop a plan
for resolution, then IBM opens a case number..
Record your case number.

The IBM support representative may ask you to for various logs or other diagnostic data from your server.
Hardware. “How To” or Software.
For a
For on-site
Customer
repair
Replaceable
machines,
Unit (CRU),
an IBM Send to appropriate support team
a part will be
technician (Remote Technical Support
shipped to
will be [RTS] ServicePac, or Support
customer for
dispatched Line). Fee-based.
customer
with parts*.
installation.
* After completing remote diagnosis with
your IBM Remote Technical Support
Representative (1-800-IBM-SERV)
Problem Progress
solved? being
Call is Yes made? Yes
closed.
No No
Engage hardware engineering. Engage software product engineering.
NOTE: If you need escalation, call 1-800-IBM SERV (with your case number and a case
history) and ask for the National Duty Manager.

Support for IBM Hardware

First, make sure you have searched hardware Web support.
Our technical support portal -- http://ibm.com/systems/support/ offers
you self-service 24 x 7 x 365, with its powerful, cross-IBM offering
knowledge base.
If you don't find the hardware information that you need with Web support:
• Call IBM Service at 1-800-IBM-SERV (426-7378). After the verification process, you will be connected to your IBM
Remote Technical Support Center Representative, who will help diagnose your hardware problem and, if not resolved,
will create a plan to resolve it, including recommending parts (if appropriate) to the IBM System Services Representative
(SSR) responsible for supporting your IBM hardware. The Service Delivery Manager or Duty Manager can assist you
with any service issues.
• Or . . . submit a service request online. Entitled customers* with Support Line contracts, maintenance agreements, and/or
warranty may submit a service request for hardware or software problems directly to IBM without having to call 1-800-
IBM-SERV. The Electronic Service Call Plus (ESC+) service allows customers to track the service request's progress,
update the problem ticket, and close the ticket. The link to “Open a Service Request” is located at
http://ibm.com/support/ under "Electronic tools."
*All IBM clients and Business Partners in the US and Canada plus some Latin American countries
Before contacting IBM support

To help IBM support technicians more quickly determine/resolve your problem, please have the following information handy:
• Your machine's model number, machine type, and serial number
• BIOS revisions (if appropriate)
Severity 1 The system (or a major application
• A definition of the problem: Being able to articulate the problem CRISIS or component) goes down, critically
and symptoms before contacting support will help expedite the impacting a client’s ability to do
problem solving process. Helpful background information acceptable business. No bypass
might include: alternatives are available. Severity
Has the problem happened before? 1 requires total commitment of
What steps led up to the failure? equipment and personnel by the
Can the problem be recreated? client and vendors to resolve the
problem.
• The problem's business impact (severity). To the right are
guidelines for choosing the correct severity. Severity 2 A problem that causes a severe
MAJOR operational impact. Bypassing the
Placing the call problem is possible but not
feasible. Severity 2 requires that
After you have gathered the appropriate information, you are ready the failing component be made
to place a call. Dial 1-800-IBM-SERV and select the appropriate available for repair.
option:
Severity 3 Any problem causing restricted
MINOR function or minor impact on
HARDWARE: Use Option 1 (HW) for warranty-related hardware
performance. Bypassing the
issues. Resolving these calls typically involves replacing parts.
problem is both possible and
Do not use Option 1 for configuration, usage, or feasible. Deferred maintenance
installation questions. may be acceptable.
Severity 4 A circumvented problem. The
SOFTWARE: Use Option 2 (SW) for fee-based software support, BYPASSED problem’s impact is non-critical and
including questions on installing, using, and configuring both the does not affect operation. Deferred
software and the hardware. maintenance is acceptable.

Placing the call, continued

After you have selected your option, your call will be
passed through to an entitlement agent. IMPORTANT: Record your case number, then verify it with the IBM
You will be asked for entitlement information, such as support staff, who can dispatch a hardware Customer Service
your system serial number or your customer number, Representative if necessary.
so that we can verify your entitlement to the service. IBM is not responsible for lost data or software and is not required to
Once confirmed, we will then ask you a few advise or remind you of appropriate backup, security, or other
questions to help document the problem you are procedures. Before IBM repairs your IBM System Server(TM) or
experiencing, then transfer you directly to a technical System Storage(R) device, it is your responsibility to:
specialist. (For most TotalStorage products, a • Back up the data and software on the hard disk drive(s) and any
specialist will call you back.) other storage device(s) in the product.
If you are not sure if the problem is with hardware or • Remove any removable media.
software, call 1-800-IBM-SERV (426-7378), Option 1. • Reload data and software.
For SVC, select Option 2.
Escalation
The National Duty Manager (NDM) is responsible for delivering maintenance
and support to IBM customers 7 x 24 x 365, including service delivery outside
of normal business hours. The NDM also works to ensure IBM efficiently and
effectively coordinates available resources. The NDM responds to escalations
from clients and IBM personnel, providing assistance and situation management as needed. You may
reach the National Service Delivery Manager at 1-800-IBM-SERV (426-7378).
Machine warranties and license information

All IBM(R) Servers http://www.ibm.com/servers/support/machine_warranties/sbp_servers.html
IBM System Storage(R) http://www.ibm.com/servers/support/machine_warranties/sbp_storage.html
IBM Printing Systems http://www.ibm.com/servers/support/machine_warranties/sbp_printingsystems.html
Net Vista, ThinkPad http://www.ibm.com/servers/support/machine_warranties/sbp_personalcomputing.html
In-Warranty Upgrades / ServicePacs

IBM provides base warranty coverage and in-warranty service upgrades for all IBM products. Available
for IBM machines purchased in the U.S., in-warranty service upgrades must be purchased during the
original product warranty period and MUST BE REGISTERED TO ACTIVATE. The service period
begins with the equipment purchase date. See: http://www-1.ibm.com/services/us/index.wss/offering/its/a1001480
Option Coverage hours Technician on site
24 x 7 x 2 24 x 7 x 365 Scheduled within 2 hours*
24 x 7 x 4 24 x 7 x 365 Scheduled within 4 hours*
9x5x4 8am-5pm, Mon-Fri in customer’s time zone Scheduled within 4 hours*
9 x 5 x NBD 8am-5pm, Mon-Fri in customer’s time zone Next business day**
* After completing problem determination with IBM Remote Technical Support (1-800-IBM-SERV)
** This is base warranty for IBM System x servers.
These are response objectives, not guarantees.
Post-Warranty Maintenance Agreement (MA) / ServicePacs

For many IBM products you can extend the duration of the service with a maintenance agreement. If
your system is outside its warranty period, IBM offers a variety of options with coverage for both parts
and labor. http://www.ibm.com/services/us/index.wss/offering/its/a1001505
IBM Customer Support Plan - Support for Hardware and Operating Systems
IBM System Storage and TotalStorage Hardware and Software Support

IBM TotalStorage Expert
http://www.storage.ibm.com/software/expert/index.html
TotalStorage(R) Enterprise Tape Library (ETL) Expert … provides storage
administrators with important, easy-to-access information about their Magstar(R) 3494
Tape Libraries and Virtual Tape Servers. With TotalStorage Expert, you can get a real-
time status on key measurements concerning the Tape Library and Virtual Tape Server.
Attention: Customers using IBM TotalStorage ESS (Enterprise Storage Server) Expert should migrate to IBM TotalStorage
Productivity Center Standard Edition for managing ESS, DS8000, DS6000, DS4000, and SVC (Storage Volume Controller).
DS4000 Support …
http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/allproducts?brandind=5000028&taskind=1
The support philosophy for DS4000 products is remote support. That is, before an SSR (Systems Services
Representative) is dispatched, the client is responsible for working through problem determination with the IBM
Support Center. (When a customer calls for service, a remote technician will attempt to make an initial diagnosis of the
problem and help to resolve it over the telephone. The customer must follow the problem determination and resolution
procedures that the remote technician specifies.)
IBM Remote Support Manager for Storage provides alert notification and remote service access for DS4000 storage
systems. It is designed to work with your existing IBM Storage Manager client application to detect events. Logs and
status along with the alert are sent to IBM for fast problem resolution. It also allows IBM service to dial in to obtain
additional information and logs to aid problem determination and speed problem resolution. For more information on
RSM, visit: http://www.ibm.com/storage/disk/rsm
A set of short online education webcasts have been designed by members of LSI and IBM. These modules cover
DS4000 topics ranging from pre-installation system planning to more advanced topics such as tuning your system for
maximum performance and using scripting to enable application solutions. You can find these modules at:
http://www-03.ibm.com/systems/education/cust/disk/custdisk_ds4000.html
DS6000 Support …
http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?brandind=5000028&familyind=5329629&taskind=1
Similar to the DS4000, the DS6000 is supported via remote support. The DS6000 contains parts that are considered
Customer Replaceable Units (CRUs). CRUs are designated as being either a Tier 1 or a Tier 2 CRU. Installation of
Tier 1 CRUs is a customer responsibility. If IBM installs a Tier 1 CRU at your request, you will be charged for the
installation. For machines with on-site, same-day response service, IBM will replace a Tier 1 CRU part at your request,
at no additional charge. For a list of DS6000 parts that are designated as Tier 1 CRU parts, please review the DS6000
announcement letter.
DS6000 and DS8000 Support …
http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/allproducts?brandind=5000028&taskind=1
Hardware defect support on the DS6000 and DS8000, as well as defect support for copy services/GUI/SDD, can be
obtained by calling 1-800-IBM-SERV and selecting the option for hardware (Opt 1). You will need to enter the
machine type of the device you are working on: 1750 for the DS6000 and 2107 for the DS8000. At this point, you will
need to tell the representative if you are calling about copy services, GUI, and so forth.
N series Support …
http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?brandind=5000029&familyind=0&oldfamily=0
The N3700 (M/T 2863), N5200 (M/T 2864), and N5500 (M/T 2865) are customer set-up (CSU) boxes. Physical
configuration and installation planning for these products is a customer responsibility. The N7600 (M/T 2866) and
N7800 (M/T 2867) will be installed by IBM. A customer-supplied Ethernet cable is required to connect the machine to
a server or Ethernet network.
Support for the N series products can be obtained by calling 1-800-IBM-SERV and selecting the option for hardware
support. These products are supported via remote support. They contain Tier 1 and Tier 2 CRU (customer replaceable
unit) parts. Installation of Tier 1 CRUs is a customer responsibility. If IBM installs a Tier 1 CRU at your request,
IBM Customer Support Plan - Support for Hardware and Operating Systems
you will be charged for the installation. For machines with on-site same-day response service, IBM will replace a Tier
1 CRU part at your request, at no additional charge. For a list of N series parts that are designated as Tier 1 CRU parts,
please review the product announcement letter.
Autosupport is an event-driven logging agent featured in the IBM System Storage N series Data ONTAP operating
system that continuously monitors the functions of your system. For more information on how it works and how to
configure it, visit:
TotalStorage Switch Support …
http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?
brandind=5000031&familyind=0&oldfamily=0&continue.x=8&continue.y=10
For support on switches purchased through IBM but manufactured by Brocade(R), Cisco(R), or McDATA(R), you
should contact IBM at 1-800-IBM-SERV.
Tape Support ...
http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?
brandind=5000034&familyind=0&oldfamily=0&continue.x=8&continue.y=10
IBM’s Tape Storage Systems range from tape drives to linear tape to libraries and virtualization. Among the products
designated as Customer set-up are: TS2230, TS3100, TS3200, and TS3310. The TS3500 Tape Library is installed by
an IBM SSR, however, the TS1030 Tape Drive, which is designed for installation in the TS3500, is designated as a
CSU machine.
The TS7510, a tape virtualization solution, is made up of several components. An IBM SSR will install the hardware,
however, the customer is responsible for the setup and customization of the TS7510 software It is highly
recommended that the IGS Services Team be engaged to setup and configure the TS7510 system. For additional
information on these services, call 1-888-426-4343
When calling in for support, the corresponding machine type should be used for each of the following products:
Name Machine Type Name Machine Type
TS1030 3588 TS3310 3576
TS1120 3592 TS3400 3577
TS2230 3580 TS3500 3584
TS3100 3573 TS7510 3954*
TS3200 3573 TS7740 3957**
• * For the TS7510, machine type 3954 is the Virtualization Engine. If you know that the problem is cache, you may use machine
type 3955. The software PID is 5639-CC7.
• ** For the TS7740, machine type 3957 should be used. If you know that the failing component is cache, you may use machine
type 3956. If the failing component is the subsystem frame, use 3952.
Support Line ... http://www.ibm.com/services/us/index.wss/so/its/a1000030
For usage and how-to support, many storage products require a Support Line contract. Included in the supported
product list are: DS300, DS400, DS4000, DS6000, DS8000, ESS, TS1120, TS3100, TS3200, TS3310, TS3500,
TS7510, N3700, N5200, N5500, SAN, and NAS. For a complete list of products supported by Support Line, visit:
Storage Services ... http://www.storage.ibm.com/services/index.html
IBM offers services ranging from installation and implementation to storage management, data migration, disaster
recovery, and data security. The DS4000, FlashCopy(R) on the DS4000, DS6000, DS8000, and NAS are among the
products for which IBM offers Implementation Services. Consider taking advantage of these services so that your
equipment will be up and running smoothly and quickly, with limited interruption to your business. For more
information, visit: http://www.ibm.com/services/us/index.wss/offerfamily_services/its/a1000437
For selected IBM DS4000 and N series Storage products, IBM offers an option for onsite problem determination. The Onsite problem
determination option for selected IBM storage products will allow a service technician to be dispatched to perform problem determination
and problem source identification. The service technician will also install Machine Code updates if required to correct the reported
problem or separately at the client's request. For more information on IBM Maintenance Services -- onsite problem determination option
for selected IBM storage products, contact your storage rep or Global Services Inside Sales (GSIS) at 1-888-426-4343, select Option 3 for
Hardware Services and request onsite problem determination option.

IBM Customer Support Plan -- The Works (IBM Global Services) -- for the U.S. and Canada
The Works ... the full range of Support and Services from
IBM Global Services (IGS)
We recognize that you need support that goes beyond
resolving hardware problems. To succeed, your business
needs support that offers solution optimization, maximum
availability, proactive care, and access to experts. IBM(R)
service and support does all that -- including quick response throughout your systems' life cycle. Visit
http://www.ibm.com/services/fullservice.html
For IBM Servers -- the Technical Support Advantage

The Technical Support Advantage helps you gain competitive advantage and allows for expandability as
you grow, whether you have a small or large IT shop. It helps to provide for things like Reliability,
Availability, Serviceability with confidence in your solution.
IBM Sales Representatives or Business Partners can help you with the right IBM solution for your needs
by using key leading-edge IBM centers, which can tap the full strength of the IBM Corporation for you
and draw on the right technical expertise you need. Experienced IBMers are available to partner with
you to design and test your solution before implementation. These centers are powered by the breadth
and depth of our leadership, skills, and experience with IT infrastructures. These worldwide IBM centers
are available to you via your IBM Sales Representative or Business Partner, based on your needs.
Visit http://www.ibm.com/servers/eserver/techsupport.html Each key area gives you powerful reasons
for buying and using IBM Server systems:
• Skills enablement - http://www-03.ibm.com/systems/education/

• Exclusive documentation - http://www.redbooks.ibm.com/
• Electronic solution assurance (eSAR) for System x and IBM DS4000 - http://www-
1.ibm.com/esar/esarhome.nsf/hps?OpenForm&d=eSARHome
• Autonomic tools and technologies - http://www.ibm.com/servers/autonomic/
Maximize your IT investment with

IBM technical training
http://ibm.com/training
IT Education Services is the world's largest IT training

provider.
In the U.S. or Canada, call 1-800-IBM-TEACH (426-8322)

IBM "How To" and Software Services (Fee-Based)

http://www.ibm.com/services/us/index.wss/allservices
or (US) 1-800-IBM-7080
(CAN) 1-800-426-2255
You've made a big investment in IT technologies, and your software is the fuel that drives your
hardware engines. To protect that investment and meet your business goals, you need reliable, high-
quality software support.
Support Line
IBM gives you access to a wide array of services for hardware and Get telephone or electronic
software products that address a variety of IT issues. Our services are access to our highly-trained
designed to be flexible, making it easy for you to choose the support you technical support specialists,
who can serve as your one
need. And, if our standard offerings don't address your specific needs, we source for remote software
can customize a solution that will. support services.
• High-quality technical
support for IBM and
Remote Technical Support Services for Software select multi-vendor
software including the
• Support Line - Linux operating system
http://www.ibm.com/services/us/index.wss/offering/its/a1000030 and Linux clusters
• Operational Support Services: Account Advocate - • A supplement to your
internal staff with IBM's
http://www.ibm.com/services/us/index.wss/offering/its/a1000147 skilled services
• Operational Support Services: Advanced Support - specialists
http://www.ibm.com/services/us/index.wss/offering/its/a1000149 • Fast, accurate problem
resolution to help keep
• Enhanced Technical Support - your IT staff productive
http://www-935.ibm.com/services/us/index.wss/offering/its/a1009019 • Options for enhanced
coverage and a single
• Software Maintenance for iSeries -
interface for remote
http://www-935.ibm.com/services/us/index.wss/offering/its/a1001704 support
• ServicePac for Remote Technical Support Services - • Software support for non-
http://www-935.ibm.com/services/us/index.wss/offering/its/a1000229 IBM platforms
• Includes software defect
• Onsite Technical Assistant - support
http://www.ibm.com/services/us/index.wss/offering/its/a1000196 • Leverages IBM alliances
with Red Hat(R) and
Novell(R)
For more information, see the Technical Support Handbook for System x, • Support for your
xSeries, BladeCenter, IntelliStation, and Storage: international
environment
http://www-
935.ibm.com/services/us/its/pdf/xseries_tech_handbook021006.pdf http://www.ibm.com/se
rvices/us/index.wss/offe
ring/its/a1000030

A summary of IBM Services

For details on any of the services
below, see
http://www.ibm.com/services/us
IBM Global Application development Human capital management

Business Services Business Intelligence Industry services
Buy and Supply Solutions Marketing, sales, and services
(formerly Business
Customer experience/branding/usability Portals, knowledge, and content
Consulting Services)
Customer relationship management Procurement services management
Dynamic Workplaces Product life cycle management
Integration solutions Security and privacy
Enterprise application services 4 T Strategy and change consulting
Financial management Supply chain management
Infrastructure Application value optimization On demand infrastructure
services Business continuity and consulting Online backup
Business enablement services for Service-Oriented Performance management, testing, and scalability
Architecture Resource management
Express services for medium businesses Security and privacy
e-business hosting Strategic outsourcing
Grid computing Systems management for security
Facilities hosting Tape storage
High availability WebSphere
On Demand Business Process On Demand Infrastructure On Demand
Business services On Demand Innovation Services
IBM Global Application development and systems integration Networking / Wireless

Technology Application management Operational efficiency
Services (formerly Business continuity and recovery Packaged application implementation
IBM Information Customized training solutions Service-oriented architecture
Technology IT performance Storage
Services) Maintenance for IBM and non-IBM hardware Technical support / Technical training
Product-specific Services for System z, System p, TotalStorage Services Software Services

services System i, and System x servers Assessment Enhanced Services
Business Intelligence Centralized backup/restore Support Line
Customer relationship management Connectivity Electronic Service Agent (no charge)
E-mail and collaboration Infrastructure SmoothStart
Enterprise application solutions Migration/implementation Installation
/supply chain management Managed ops / support Migration/implementation
Implementation services Networking/network integration Data management
Life sciences Performance management Networking/communications
On Demand Business Planning and design Operating systems
Product life cycle management Security Systems management
Scientific and technical Testing Web application servers
Server consolidation Tivoli Passport Advantage
Strategic Application management Data center outsourcing e-business hosting
outsourcing Customer relationship management Desktop outsourcing
Technical training On-site and classroom training Technical conferences e-Learning

Certifications
IBM Global Business Partners IT products and services Medical imaging equipment buy-back
Financing Commercial Financing tools Project financing
International financing Low rate financing

IBM Customer Support Plan - Administrative Support / Helpful URLs / Phone Numbers
IBM Inventory Online

http://www.ibm.com/support/operations/inventory
IBM® Inventory Online lets you access IBM inventory information for your company via the Internet.
This will enable you to:
View inventory information quickly:

Designate a customer number or machine
• Hardware maintenance and software maintenance, including type search. The first screen lets you
expiration data search for:
• Warranty information • data by customer number
• IGF contract information • a customer number by location
• enterprise-wide data
• ServicePac information
• a specific type-serial.
• Eliminate the need to request this data from your IBM sales or support contact
• Reduce the need to handle paper reports (You can also request updates to Select inventory search criteria. This screen
inventory records electronically. lists the inventory search tabs available to you –
Product, Hardware, Software, IGF Lease and
No additional charge! There are no IBM charges associated with Warranty expirations.
Inventory Online. No special software is required. The only View IBM Products. IBM servers, peripherals,
requirement is an Internet browser and connection. associated software, and selected PC hardware
products are available for viewing in Inventory
Register for access. To assure the privacy of your IBM inventory data, OnLine. Also included are IBM products
purchased from an IBM Business Partner.
each Inventory Online user must register with IBM to receive a user ID
and password. A specific list of IBM customer numbers will be View the inventory detail. You will see the
same inventory information that is reflected in
associated with each user, to ensure that each user sees only the IBM's inventory databases.
inventory data for which authorization has been received. New users Print. As long as your browser has a print
are authenticated; that is, before giving anyone access to the inventory function, you can print any of the screens. There
for a particular company or organization, IBM will verify that the new is also an enhanced printing option in which you
can designate specific pages of data to print in a
user is indeed employed by that company or organization. report format.
Download. When an inventory inquiry results in
Registration Instructions: multiple line items of data, you can request the
1. Access the Inventory Online URL: information be downloaded to a spreadsheet on
your workstation. This will provide easier
https://www.ibm.com/support/operations/inventory manipulation of the data for inventory
2. If you have previously registered with IBM Registration, type in reconciliation purposes.
your user ID and password and click "Sign In". On the next panel, Update Request. An update request form is
also available in the Inventory OnLine tool. This
click the link to "Update Profile." You will be asked to re-enter
will enable you to submit inventory changes
your user ID and password. Skip to Step 4. electronically. When you submit the completed
3. If you have NOT previously registered with IBM Registration, form, it will be sent to the IBM Customer Support
Operations team for processing.
please click the "Register" button. Complete the registration form
Navigate. It is easy to jump back to review
that is provided. customer numbers again, to select a different
4. Review the information in the form for accuracy, make any option from the inventory search criteria panel, to
designate a different customer number, etc. Just
necessary updates, then click "Continue". click the appropriate area on the navigation bar.
5. Review the acknowledgment, then click “Continue". Get help. Although users find Inventory OnLine
easy to use, there may be occasions when you
6. Indicate how you would like to be authorized for Inventory need assistance. From any screen you can click
OnLine access -- by customer number(s) or enterprise number. on "Help" to bring up additional information about
Indicate your account type -- IBM Business Partner, Federal, Inventory OnLine.
Commercial or State & Local Government, then click "Submit." Communicate with us. Inventory OnLine’s
feedback function allows you to electronically
The next screen is the confirmation. You will receive an e- communicate with us if you have a question or
mail from IBM within two business days informing you that comment regarding the tool. You can also click
“Call me now” or “Online text chat.”
your registration has been processed. Questions? Dial 1-877-504-8930.

IBM ServicePac (fee-based prepackaged services) can

help you make the most of your IT investment
http://www-1.ibm.com/services/us/index.wss/summary/its/a1002451
Each prepackaged service includes a specific statement of scope, service

agreement terms and conditions, plus easy-to-follow instructions. In each
row, products with yellow cells are supported.
ServicePac Name Description System x Blade Intelli- Think- Storage Print
xSeries Station pad
Remote Technical Unlimited hardware and software phone

Support Services support
http://www-
1.ibm.com/services/us/index.wss/offering/its/a100
0229
ServicePac for IBM Prepaid, discount education purchase
Education Pack program
http://www-
1762
ServicePac for On-site installation and configuration
Installation Services services for notebook and desktop systems
http://www-
935.ibm.com/services/us/its/pdf/installation-
services-spl.pdf
ServicePac for post- Options for service response and duration
warranty times designed to fit business needs
maintenance http://www-
agreement 1.ibm.com/services/us/index.wss/offering/its/a100
1505
ServicePac for Stay up and running around the clock with
Warranty and enhanced hardware support.
Maintenance Options http://www-
1480
ServicePac for Easy, affordable access to IBM xSeries
System x e-learning training
courses http://www-
1763
Implementation Three-day hands-on training and
Services ServicePac implementation service for installation and
for BladeCenter and configuration
System x http://www-
2743

Customer Support OnLine – US

http://www.ibm.com/support/operations/worldwide/
Did you ever:

• Want to view an IBM invoice, pay an invoice, or ask a question about it -- on the Internet?
Our "Invoices On-Line" eTool is free and easy to use. NOTE: These options may not be available if you purchased your IBM systems from an IBM
Business Partner.
Register for Invoices On-Line at http://iol.dbexpress.net/am/us/en
For registration assistance, call 1-877-504-8930, option 2 or e-mail invoices@us.ibm.com
• Want to see your inventory or ask a question about a machine's maintenance status -- on the Internet?
Register for Inventory OnLine at https://www.ibm.com/support/operations/inventory/
For registration assistance, call 1-877-504-8930, option 1.
• Want to check the status of an order?
If you are a large enterprise client with an IBM Easy Access site, Integrated Order Status, with all of its robust reporting capability, is available to you.
Please contact your Web Sales Manager for assistance.
For all of our other clients, Order Status OnLine provides users access to order information including pertinent dates, carrier and invoicing information
throughout the life cycle of any order.
View the status of your order at https://www.ibm.com/account/orderstatus/us/
For assistance, call 1-877-504-8930, option 3.
• Want to process your IBM contracts quickly and securely on-line? Contracts OnLine is a secure web based application that
supports the entire contracting life cycle management.
Register for Contracts OnLine at https://www.ibm.com/support/operations/contracts/us/en/index.wss
Fore registration assistance, call 1-877-504-8930, option 4
• Interested in taking advantage of any of IBM's other electronic invoice delivery or payment options?
Ask your Sales Rep, Customer Relationship Rep, or Sales Relationship Rep about any of these topics:
Electronic Data Interchange (EDI), for the electronic delivery and payment of invoices
Invoice consolidation, to combine multiple accounts on one invoice
Direct Debit, to save .25% by allowing auto-withdrawal of IGF invoices from your bank account
Procurement "P-"cards (credit card) payment options for miscellaneous small purchases for which the PO process is too cumbersome.
CSO provides the following types of non- CSOL -- Customer Support OnLine -- can help you understand and clarify
technical support: many non-technical queries you may have involving:
• Order entry and order management for hardware, • Order entry and order management for hardware, software, and publications
software, and publications • Invoices and payments -- including billing options, payment methods, and
• Scheduling and delivery coordination terms, plus dispute resolution
• Contract management for IBM maintenance, • Tracking of hardware and software type/model/serial numbers
services, purchases, and software licensing • Administrative support for maintenance and service contracts, including billing
• Inventory record keeping • Order information status
• Billing and invoicing reconciliation and • SW order management, contract management, inventory management,
customization billing, disputes, and expiration/renewal management
• Collection and reconciliation of accounts http://www-304.ibm.com/jct03004c/support/operations/us/en/
receivable
Make Contact! You may also contact CSO via the phone numbers below: If you are calling, depending on the
type of inquiry, please have the
following available:
Commercial & State & Local Government Customers 1-877-426-6006
• Customer number
US Federal Government Customers 1-800-333-6705
IBM Business Partners 1-800-426-9990 • Order confirmation number
• Contract number
We welcome your questions, comments, and feedback. • Invoice number

IBM Support Web Sites
General Support
Corporate Home Page http://ibm.com/
Global Financing http://www.ibm.com/financing/
Products and Services/Shop IBM http://www.ibm.com/products/us
Redbooks http://www.redbooks.ibm.com
Techdocs, the Technical Sales Library http://www-03.ibm.com/support/techdocs/atsmastr.nsf/Web/TechDocs
Technical Support Directory (Canada) http://www.ibm.com/planetwide/ca/
Technical Support Directory (Global) http://www.ibm.com/planetwide
Technical Support Directory (U.S.) http://www.ibm.com/support/us/
Technical Support / Downloads Home (U.S.) http://www.ibm.com/planetwide/us/
Technical Support / Downloads Home (Can.) http://www.ibm.com/support/ca/en
Administrative Support - Orders, Inventory, Accounting…more

Customer Support Operations Home Page http://www-304.ibm.com/jct03004c/support/operations/us/en/
Direct Debit Option, Electronic Data Interchange (EDI), Credit Card, and other Electronic Payment Methods:
US: http://www.ibm.com/support/operations/us/invoices_payments/invoices_payments.shtml
Canada: http://www.ibm.com/support/operations/ca/invoices_payments/invoices_payments.shtml
Can. French: http://www.ibm.com/support/operations/ca/fr/invoices_payments/invoices_payments.shtml
Inventory Online https://www.ibm.com/support/operations/inventory/
Invoices Online http://iol.dbexpress.net/am/us/en
Canada http://iol.dbexpress.net/am/ca/en
Can. French: http://iol.dbexpress.net/am/ca/fr
Order Status Online https://www.ibm.com/account/orderstatus/us/
Canada: https://www.ibm.com/account/orderstatus/ca/en
Canada French: https://www.ibm.com/account/orderstatus/ca/fr
ServicePac Options: Warranty/ Maintenance http://www.ibm.com/services/us/index.wss/so/its/a1001480/dt003
Electronic Services
Electronic Services Home http://www.ibm.com/support/electronic
System i -- Midrange Servers

System i Home http://www.ibm.com/systems/i/announce/
System i Hardware http://www.ibm.com/systems/i/hardware/
System i Software http://www-03.ibm.com/systems/i/software/
System i Solutions http://www-03.ibm.com/systems/i/solutions/
System i Support Home http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss
/brandmain?brandind=5000027
System i Education http://www-03.ibm.com/systems/education/cust/iseries/custiseries.html
System i Resource Center http://www-03.ibm.com/systems/i/resources/

Lenovo® / Personal Computer (PC)

Lenovo Training Solutions (Education) http://www.pc.ibm.com/training
http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=SOFT-
Software Installer
UPDATE&sitestyle=lenovo
http://www-
PC Support 307.ibm.com/pc/support/site.wss/document.do?sitestyle=lenovo&lndocid=HOME-
LENOVO
ThinkPlus(TM) and LenovoCare(SM)
http://www.pc.ibm.com/us/accessories/services/thinkplus.html
Maintenance and Protection Services
InfoPrint Solutions Company™

InfoPrint Solutions Company Home http://www.infoprintsolutionscompany.com/internet/wwsites.nsf/vwwebpublished/main_u
s
Support / Maintenance http://www.printers.ibm.com/internet/wwsites.nsf/vwwebpublished/supportoverview_ww
InfoPrint Information Center http://publib.boulder.ibm.com/infocenter/printer/v1r1/index.jsp
System p -- UNIX Servers

AIX on pSeries Customer Care Handbook http://techsupport.services.ibm.com/guides/pseries/handbook.shtml
System p (AIX5L / Linux) Home http://www.ibm.com/servers/eserver/pseries/
System p Support Home http://www-
304.ibm.com/jct01004c/systems/support/supportsite.wss/brandmain?brandind=5000025
System p Education http://www.ibm.com/servers/eserver/education/cust/pseries/custpseries.html
Services (IBM Global Services)

IBM Global Services Home http://www.ibm.com/services/
Services A to Z http://www.ibm.com/services/us/index.wss/allservices
ITS Technical Training http://www.ibm.com/training
Software
Software Support Home Page http://ibm.com/software/support
• Search for product names, error code, APAR number or phrase; Submit and track problems; Access Trials and betas; Link to
product support pages and the Software Support Handbook
Passport Advantage(R) http://www.ibm.com/software/support/pa.html
Software License Agreements http://www-03.ibm.com/software/sla/sladb.nsf
System Storage® and TotalStorage®

Disk Systems Home Page http://www-03.ibm.com/systems/storage/disk/index.html
DFSMS Family of Products http://www-03.ibm.com/systems/storage/software/sms/index.html

DR550 http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?
DS3200 http://www-03.ibm.com/systems/storage/disk/ds3000/ds3200/
DS3400 http://www-03.ibm.com/systems/storage/disk/ds3000/ds3400/

System Storage / TotalStorage, continued

DS4000 (Mid-range) http://www-03.ibm.com/systems/storage/disk/midrange/index.html
DS6000 (Enterprise class) http://www-03.ibm.com/systems/storage/disk/ds6000/index.html
DS8000 Home Page (High-performance) http://www-03.ibm.com/systems/storage/disk/ds8000/index.html
Storage and Data Services http://www.ibm.com/services/us/index.wss/itservice/its/a1000416
IBM System Storage N series http://www-03.ibm.com/systems/storage/network/index.html
Network Attached Storage (NAS) http://www-03.ibm.com/systems/storage/nas/index.html
Storage Area Networks (SANs) http://www-03.ibm.com/systems/storage/san/index.html
Storage Software http://www-03.ibm.com/systems/storage/software/index.html
Tape Systems http://www-03.ibm.com/systems/storage/tape/index.html
Optical Systems http://www-03.ibm.com/systems/storage/optical/index.html
System Storage Technical Support http://www-
System Storage Education http://www-03.ibm.com/systems/education/cust/crossprod/custcp.html
System Storage Virtualization http://www.ibm.com/systems/storage/software/virtualization/index.html
TotalStorage Expert http://www.ibm.com/servers/storage/software/expert/
Tivoli(R) Storage Mgmt. Solutions http://www-306.ibm.com/software/tivoli/
System Storage / TotalStorage Home http://www-03.ibm.com/systems/storage/index.html
System x – x86 Servers

System x Support http://www-
Systems Management http://www-03.ibm.com/systems/management/
System x / BladeCenter Education http://www-03.ibm.com/systems/education/cust/xseries/custxseries.html
System z - Mainframes
System z Home http://www-03.ibm.com/systems/z/
Resource Link http://www-01.ibm.com/servers/resourcelink/svc03100.nsf?OpenDatabase
System z Education http://www.ibm.com/servers/eserver/education/cust/zseries/custzseries.html
System z Software http://www-306.ibm.com/software/os/systemz/en_US/index.html
System z Operating Systems http://www-03.ibm.com/systems/z/os/
System z Networking http://www-03.ibm.com/systems/z/networking/
System z I/O Connectivity http://www-03.ibm.com/systems/z/connectivity/
System z Support http://www-

IBM Phone Numbers
Customer Service Center ................................................................................................. 1-800-IBM-4YOU (426-4968)

• A single point of contact if you do not know who to call at IBM
• Assists with information on IBM products and services, seminars and classes, marketing assistance, and more
Customer Support Operations Numbers

US Commercial plus State and Local Government Customers....................................... 1-877-426-6006
US Federal Government Customers ................................................................................ 1-800-333-6705
US Business Partners....................................................................................................... 1-800-426-9990
Customer Support Online Team (for help with Online tools) ......................................... 1-877-504-8930
Canada Customer Support Online ..................................................................... 1-866-880-CSOL (2765)
Global Services' Integrated Technology Services (ITS) Sales .................................US: 1-888-426-4343
.......................................................................................................................... Canada: 1-800-426-2255
• Can help you create systems, networks, and application infrastructures that support e-business on demand networked
functionality.
• Includes IT planning, implementation, support, and management services to help you maximize performance/availability,
improve productivity, reduce costs, and increase your IT investments value
Hardware Technical Support Center .............................................................1-800-IBM-SERV (426-7378), Option 1
• Serves as the primary contact for hardware problem reporting
• Accepts repair calls for hardware covered by an IBM Maintenance Agreement or Support Contract
• Notifies local IBM management if customer requests to contact them
IBM Inside Sales ....................................................................................................................................... 1-888-426-4343
• Customers or IBMers can call this line to obtain information on an Internet ad or get a maintenance price quote.
Parts Order Center (Boulder) ................................................................................................................. 1-800-388-7080

• To place a parts order for PCs, typewriters, and some printers, call between 8 AM - 7 PM, EST Monday - Friday.
• NOTE: Please be prepared to provide the IBM part number.
Passport Advantage(R) Customer Care ................................................................................................. 1-800-978-2246
Printing Systems Service and Support ...................................................................(US) 1-800-IBM-SERV (426-7378)

• Printer Selection Center for presales assistance
• Technical Support for IBM Workgroup Laser Printers and MFPs (multifunction printers)
Continued . . .

IBM Phone Numbers, continued
Publication Orders (including Redbooks®) and

SLSS (System Library Subscription Services) Support .............................................................US: 1-800-879-2755
............................................................................................................................Canada: 1-800-IBM-4YOU (426-4968)
• To order publications or to receive System Library Subscription Service (SLSS)
Software Maintenance Agreement (SWMA) Project Office................................................................. 1-800-773-8091

• This is the line customers can call for assistance
• (SLTRANS@us.ibm.com) in migrating from current SupportLine/SW Subscription
to new Software Maintenance Contracts)
Software Technical Support Center (Support Line; fee-based, US & Canada............. 1-800-IBM-SERV, Option 2
• Now serves as the primary contact for software problem reporting
• Accepts calls for software tech support covered by IBM Licensing Agreement and Support Contract
• Notifies local IBM assistance if customer requests to contact them
• Remote customer technical support offering for all IBM operating systems & select non-IBM
operating systems (Windows(R), for example)
• Available for software that is not available through the newly announced Software Maintenance offering
Technical Training ........................................................................................................ 1-800 IBM-TEACH (426-8322)

• Classroom and on-site training, technical conferences, certification, and eLearning
• To receive information and/or enroll, call between 7 AM - 7 PM CST Monday - Friday.
ThinkPad/PC Education Information .................................................................................................... 1-800-937-3737
Warranty Service..............................................................................................1-800-IBM-SERV (426-7378), Option 1
Warranty Sales ......................................................................................................................................... 1-866-723-7951
© International Business Machines Corporation 2007

IBM reserves the right to changes specifications or other product information without notice. This publication may include typographic errors
and technical inaccuracies. The content is provided as it, without express or implied warranties of any kind, including the implied warranties of
merchantability or fitness for a particular purpose. Some jurisdictions do not allow disclaimers of implied warranty so this disclaimer might not
apply to you. NOTE: Although this document's information is currently accurate, be aware that contracts, terms, and conditions, support
procedures, and assigned personnel can change at any time. This document does not modify or replace any contract in place between you
and IBM and is subject to change based on the terms and conditions of the contracts in place between you and IBM.
IBM, the IBM logo, , AIX, ClusterProven, BladeCenter, iSeries, and Lotus, Passport Advantage, pSeries, Rational, RS/6000, S/390,
SecureWay, ServicePac, SmoothStart, Tivoli, TotalStorage, xSeries, WebSphere, and zSeries are registered trademarks, and DS4000,
DS6000, DS8000, System Storage, System i5, System z, System p5, ServerGuide, ServerProven, z9, and Redbooks are trademarks of IBM
Corporation in the United States and/or other countries. Microsoft and Windows are trademarks of Microsoft Corporation in the United States,
other countries, or both. Lenovo is a registered trademark of Legend Ltd Corporation in China and other countries. Linux is a registered
trademark of Linus Torvalds. SCO is a registered trademark of the Caldera International, Inc., in the US and other countries. UNIX is a
trademark of the Open Group. Lotus and Tivoli are subsidiaries of IBM Corp. Other company, products, and services names may be
trademarks or service marks of other companies.

Sample Customer Support Plan For IBM System Storage

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Sample Customer Support Plan For IBM System Storage

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Overview of IBM technical support structure

First stop Next stop The works

No charge - 7 x 24 x 365 No charge during Fee-based Fee-based

IBM Hardware Software or

Technical documents Global team Global team Integrated technology

Your IBM Sales and Support Team

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 2

IBM Systems: http://ibm.com/systems/support/ IBM Software: http://www-306.ibm.com/software/support/

New! “Stay informed” with IBM Subscription Service!

Don't overlook Redbooks!

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 3

IBM System Storage and TotalStorage Web Support

About Data Retention http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?

About DS6000... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?

About DS8000... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/supportresources?

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 4

IBM System Storage / TotalStorage Support, continued

About DS300 ... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?

About DS400 ... http://www-304.ibm.com/jct01004c/systems/support/supportsite.wss/storageselectproduct?

About DS3200 ... http://www-

About DS3400 … http://www-

About N series ... http://www-

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 5

Support Flow Chart for IBM Hardware and Software

Is Electronic Service Agent™ installed on your server?

Search Web support – http://ibm.com/support/

Call IBM Support at 1-800-IBM-SERV (426-7378)

Suspect hardware. “How to” or suspect software.

Record your case number.

Hardware. “How To” or Software.

Engage hardware engineering. Engage software product engineering.

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 6

Support for IBM Hardware

Before contacting IBM support

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 7

Placing the call, continued

Machine warranties and license information

Net Vista, ThinkPad http://www.ibm.com/servers/support/machine_warranties/sbp_personalcomputing.html

In-Warranty Upgrades / ServicePacs

Post-Warranty Maintenance Agreement (MA) / ServicePacs

IBM System Storage and TotalStorage Hardware and Software Support

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 10

For IBM Servers -- the Technical Support Advantage

• Skills enablement - http://www-03.ibm.com/systems/education/

Maximize your IT investment with

IT Education Services is the world's largest IT training

In the U.S. or Canada, call 1-800-IBM-TEACH (426-8322)

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 11

IBM "How To" and Software Services (Fee-Based)

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 12

A summary of IBM Services

IBM Global Application development Human capital management

IBM Global Application development and systems integration Networking / Wireless

Product-specific Services for System z, System p, TotalStorage Services Software Services

Technical training On-site and classroom training Technical conferences e-Learning

©International Business Machines Corporation, 2007 Customer Support Plan . . . . . Page 13

IBM Inventory Online

View inventory information quickly: