23 july 2013
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IBM Support of RamSan and FlashSystem products

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23 July 2013. IBM Support of RamSan and FlashSystem products. Document purpose.

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Presentation Transcript
document purpose
Document purpose

As you may be aware, IBM acquired Texas Memory Systems, Inc. (“TMS”) in the fall of 2012, and we want to communicate to you IBM’s current process for delivery of support and where applicable IBM hardware maintenance for TMS legacy and related IBM products.

This document is intended to provide a general summary and descriptions, but in all cases, the applicable contractual terms alone govern and control. IBM reserves the right to change, modify or withdraw its offerings, policies and practices at any time.

product support matrix
Product Support Matrix

1 Provided by IBM local and regional call centers.

2 Contact your IBM sales representative or IBM business partner to obtain information about post-warranty IBM Hardware Maintenance Service Agreements that may be available for these systems.

3

obtaining tms legacy product support
Obtaining TMS Legacy Product Support

Phone: 713-266-3200 (9am-5pm, CST) or Afterhours Dispatch (provided to 24x7 customers)

Email: [email protected] or [email protected]

RamSan Support

End User

Serial number under warranty?

System working?

OTC Parts Sales via IBM.com

No

No

MA available & purchased?

Yes

No

Problem determination

SSR dispatched

Parts

FW provided

Firmware

Provided via phone or email

Solution support

END

On the IBM.com site, follow the path: Products>>Upgrades, accessories and parts>>Obtain maintenance parts.

IBM does not guarantee the availability of replacement parts for purchase.

obtaining ramsan and flashsystem 7xx 8xx product support
Obtaining RamSan and FlashSystem 7XX/8XX Product Support

US and Canada: 1-800-IBM-SERV, 24x7

For other geographies, reference country-specific support contact numbers at www.ibm.com/planetwide. Native language support provided. Hours based on local business practices.

IBM local country call center

End User

If your system has a TMS or RamSan logo

Warranty Entitlement Check

What is your machine type & serial?

If your system has an IBM FlashSystem logo

Gather the machine type and serial number from the serial number label on the back of the system.

Serial number under warranty?

System working?

OTC Parts Sales via IBM.com

No

No

MA purchased?

Yes

No

Parts dispatched

Problem determination

L1/L2/L3

FW posted to FixCentral

END

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