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Appendix A.
Help and Service Information
During the warranty period, you can get toll-free technical support 24
hours a day, 7 days a week, to answer any questions about your new
IBM option. If you need warranty service, return or exchange is
available. In addition, if your IBM option is installed in an IBM
computer, you might be entitled to service at your location. Your
technical support representative can help you determine the best
alternative.
Before calling, please prepare for your call by following these steps:
Step 1: Problem Solving
You might be able to solve the problem yourself. Before calling IBM,
you might want to try some or all of the following troubleshooting
procedures.
1. Remove and reattach all option cables.
2. Remove and reseat the option.
3. Reread any software instructions; be sure software settings are
correct.
4. Inspect the option for damage.
5. Check the computer manual for instructions about the installation
of accessories. Look for a section about system setup or system
configuration. Follow all procedures.
Step 2: Preparing for the Call
To assist the technical support representative, have available as much
of the following information as possible:
1. Option name
2. Option number
3. Proof of purchase
4. Computer manufacturer, model, serial number (if IBM), and
manual
5. Exact wording of the error message (if any)
6. Description of the problem
7. Hardware and software configuration information for your system
If possible, be at your computer. Your technical support representative
might want to walk you through the problem during the call.
Step 3: Placing the Call to IBM
Technical support is available during the warranty period to answer
any questions about your new IBM option. Response time will vary
depending on the number and nature of calls received. Marketing,
installation, and configuration support will be withdrawn from the PSG
HelpCenter 90 days after the option has been withdrawn from
marketing.
If you call 90 days or more after the date of withdrawal or after your
warranty has expired, you might be charged a fee.
For the support telephone number and support hours by country, refer
to the following table or to the enclosed technical support insert. If
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