System x W@rranty News

Cursos Self-Study

Como parte de la mejora de conocimiento de nuestros productos, ponemos a su disposición en forma gratuita los últimos cursos disponibles para su realización. Por tal motivo requerimos a todos los centros autorizados certificados en equipos Low, Mid High End o BladeCenter, según corresponda, capacitarse en los siguientes cursos modalidad Self-Study.

Course Delivery Method Note CAS Certified in
XW2039 Self-Study Servicing the IBM® System x3400 M2 (M/T 7836,7837) and x3500 M2 (M/T 7839) (Release 1.00) Low
XW1043 Self-Study BNT Virtual Switch Extension SmartConnect™ for IBM BladeCenter BladeCenter
XW1044 Self-Study Blade Open Fabric Manager v3.0 BladeCenter
XW5193 Self-Study Servicing the IBM 160GB and the 320GB High IOPS SSD PCIe Adapters BladeCenter
XW5177 Self-Study Servicing the Brocade 8 Gb 10Port and 20Port SAN Switch Modules for IBM BladeCenter BladeCenter
XW5196 Self-Study Servicing the IBM ServeRAID M5014 and M5015 SAS/SATA II Controllers All
XW5171 Self-Study Servicing the QLogic 4 Gb and 8 Gb FC Single-Port and Dual-Port HBAs for IBM System x (Release 2.00) All

A partir del 5 de Octubre los siguientes cursos self-paced serán agregados en la sección del sitio WLS "Other Service Training (Optional)" y en ServiceBench en la sección “News”. Por favor sientanse libres de ingresar y tomarlos a su conveniencia.

Course Description Blades Servers New Technologies
XW5198 Servicing the IBM 5kVA Single Phase High Voltage UPS     X
XW1044 BladeCenter Open Fabric Manager (BOFM) X    
XW5177 Servicing the Brocade 8 GB 10Port and 20Port SAN Switch Modules for IBM BladeCenter X    
XW5193 Servicing the IBM 160 GB and the 320 GB High IOPS SSD PCIe Adapters     X
XW1043 BNT Virtual Switch Extension SmartConnect X    
XW5185 Servicing the Voltaire 40 GB Infiniband Switch and the IBM Two Port 40 Gb/s Infiniband Expansion Card (CFFh) for BladeCenter X    
XW5191 Servicing the Brocade 10 GB Ethernet 2-Port Converged Network Adapter for IBM System x X    
XW5190 Servicing the IBM 10 GB Ethernet Passthru Module for IBM BladeCenter X    
XW5189 Servicing the QLogic 10 GB Ethernet 2-Port Converged Network Adapter for IBM System x X    
XW5188 Servicing the QLogic 10 GB Ethernet 2-Port Converged Network Adapter CFFh for IBM BladeCenter X    
XW2039 Servicing the System x3400 M2 M/T 7836 and x3500 M2 M/T 7839   X  

Certificaciones Obligatorias

Estimados técnicos: como todos ustedes saben las certificaciones adjuntas son obligatorias para atender nuestra gama de equipos Low, Mid, High y Blade. Les solicitamos tengan a bien ponerse al día con dichas certificaciones para evitar inconvenientes y demoras. Les recordamos la falta reiterada de solicitaciones de reparaciones sin las certificaciones habilitantes puede ser motivo de baja del centro autorizado.

Low End XW2001R3.00

High End XW0001R3.12

Storage XW0016

BladeCenter XW5033R3.00 XW0011R3.20

Help Center SSA - México

Envio de partes a través de ServiceBench

Venezuela, Perú, Ecuador, Chile, Argentina y Colombia ya están incluidos dentro del proceso de envío de partes a través del Help Center por intermedio de ServiceBench. Por tal motivo a partir del 1ro de Noviembre sumaremos a México. El objetivo de esta acción sigue siendo reducir los tiempos de entrega de partes y en consecuencia mejorar la satisfacción de nuestros clientes. Nos interesa conocer su opinión acerca de este proceso por lo que les solicitamos que si tienen alguna duda, comentario o sugerencia no duden en enviarlos a poujade@ar.ibm.com.

Antes de comunicarse al Help Center IBM por favor asegurese de haber realizado los siguientes doce pasos:

1. Failure Description
Provide as much detail about how the error symptoms have been observed by the customer. Explain how the symptom may have been affected by the action plans applied, and detail the last symptom including an approximate date / time for the last occurrence of the problem so that it can be cross referenced in the logs collected. Also detail how often the symptom is seen and if it can be easily replicated.

2. Events on System Prior to Failure
Detail what the server activity was prior to the failure, this should include information about whether the server was busy, quiet or running a particular job eg indexing a database or backing up. Please also detail any HW indicators, OS log events or pop-ups seen prior to the failure.

3. POST or OS Run-time Failure
Detail whether the problem was seen during POST or OS run-time.

4. Installation or Production
Detail if this is a new installation, a recently updated system or a server which has been in production for some time. If the issue is seen on a test system please indicate how it differs from the production servers.

5. Recent Changes
Detail any recent changes made to the server along with an approximate date of the change. If the server has been running error-free with no changes made for xx months - detail this fact.

6. Current Server State
Detail whether the system is down, operational, operating at a limited capacity or with interruptions due to the occurrence of the symptom.

7. Additional Info
Does the customer have any other server with the same configuration that is working error-free? Please be detailed as to whether servers are likely to be identical or are broadly similar. A consideration of the likely level of workload between these symptoms is also an important factor. If a similar system does not fail please provide a DSA from that system. You should also detail if diagnostics have been run and the test status. Finally, detail any parallel investigation into the OS, the environment of the server, eg electrical or airconditioning, or any related sub-system.

8. Error Logs
Make sure that Error Logs are captured "after" the problem and are uploaded to Luz. This should include a DSA, if supported. Additional logs should be gathered according to the type of system displaying the issue as described in the *PD Maps* , and *Logs* sections of GLOSSE.

9. Front Office Previous Actions
Detail the previous action plans applied and any local actions attempted by the customer or SSR. Highlight any entries observed in the logs that you think may be of relevance to the problem or which may have been triggered by the actions on site.

10. Front Office Observations (for current problem)
Highlight any entries observed in the logs that you think may be of relevance to the problem.

11. Provide any FRU's part numbers that have been changed
Provide part numbers of any parts that have been changed.

12. Collect and upload logs
Collect and upload any relevant logs (eg DSA, BMC, RSA, serveraid, allsupportdata) and place the link into the PMR.

Ingresando al soporte telefónico exclusivo para atención de Centros Autorizados de Servicios

Cada país tiene un número de acceso gratuito al HC. La manera de diferenciar llamados de usuarios finales y CAS es por medio del VRU. Dentro de las opciones del menú telefónico hay una que corresponde exclusivamente para la atención de los CAS.

Soporte IBM Director Disponible

Sigue disponible el soporte telefónico especializado en IBM Director. El mismo puede ser contactado a través de los teléfonos que utilizan regularmente para contactarse con nuestro HC. Por tal motivo los invitamos a utilizar dicho soporte que será de gran utilidad para ustedes y que además es gratuito.

Nuestro especialista es Leandro Deza, deza@ar.ibm.com

Esquema de agentes asignados por país

Como parte de la mejora que seguimos brindandoles a través de nuestro Help Center, les recordamos que cada país cuenta con un agente telefónico asignado especialmente.

Esto implica:

Esquema Actual

AR Juan Jose Masciarelli

UR Alberto Pereyra - Cristian Navarro

CL Alberto Pereyra - Cristian Navarro

CO Juan Jose Masciarelli - Pablo Gimenez

EC Leandro Deza - Pablo Gimenez

PE Leandro Deza - Pablo Gimenez

MX Pablo Gimenez - Juan Jose Masciarelli

VZ Cristian Navarro - Alberto Pereyra

Linea gratuita de soporte telefónico de ServiceBench

Argentina – 00+800-12112020

México – 001-8669606913

Brasil – 0021+800-12112020

Chile – 123-0-020-5913!

Colombia – Access code 009+800-12112020

Peru – 00+800-12112020

Uruguay – 00+800-12112020

Venezuela – 0800-1-00-2881

Sistemas optimizados para carga de trabajo