ibm bladecenter and system x resource guide contact information and resource details for the new...
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IBM BladeCenter and System x Resource GuideContact information and resource details for the new AT&T
Jay Stortzum
System x Sales Specialist
AT&T Enterprise
IBM Corporation
1615 Commerce Parkway
Bloomington, IL 61704
O 309-287-0031
M 309-287-0031
Josh Kainady
System x Sales Specialist
AT&T Enterprise
IBM Corporation
325 McDonnell Blvd
St Louis, MO 63042
O 314-414-6313
M 314-518-5645
Dedicated Global Sales Support Product Information
The following IBM representatives are dedicated, full-time to supporting IBM's System x server business at AT&T.
The following sources provide sales and technical information for System x servers.
•Product specialist for System x servers. Primary contact for product information, disclosures and roadmaps, and server loaners.•Pricing, contracts, and agreements.•Coordination of xSeries FTSS, CSM, and Solution Assurance process
• Focal point for System x customer satisfaction•Primary contact for pricing, contracts and agreements• Forecasting, delivery and coordination of projects or rollouts.
Ed Weber
System Sales Manager
AT&T Enterprise
IBM Corporation
325 McDonnell Blvd
St Louis, MO 63042
O 314-252-5837
M 314-495-7496
•Overall responsibility for IBM eSystem servers product family (System x, System p, System i, System z and enterprise storage platforms. Coordinates the product specialists from each individual eSystem platform.
Need System x technical Specs?
Joe Shay
Client Executive
AT&T Enterprise
IBM Corporation
Two Lincoln Centre
Oakbrook Terrace, IL 60181-4295
O 630-568-7081
M 630-334-4494
Greg Oortwyn
Inside Sales Specialist
AT&T Enterprise
IBM Corporation
3500 STEELES AVE EAST
Markham, ON L3R 2Z1
O 289-333-7736
www.redbooks.ibm.com/Redbooks.nsf/pages/xref?Open
BladeCenter & System x Reference Sheets
IBM xRef sheets are highly technical information on System x servers. The website contains technical information including links to white papers and the configuration tools outlined on the following page.
Highly technical spec sheets
www.redbooks.ibm.com
IBM Redbooks
IBM Redbooks are technical manuals that provide installation and implementation tips, typical solution scenarios, and step-by-step "how-to" guidelines. They are downloadable for free in Adobe Acrobat (PDF) format, or in hard copy for a small fee.
Highly technical manuals online
http://www-03.ibm.com/systems/x/
IBM Redbooks
The above link provides sales and technical information on xSeries servers. In particular, the "Library" section contains technical information including links to white papers and the configuration tools outlined on the following page.
Self-service product information
www.ibmquicklinks.com/att.html
IBM Hardware Portal for AT&T
Find the latest information from IBM for AT&T including this document.
Vital IBM information at your fingertips
Pre-Sale Technical Support
The following IBM representatives provides Windows and Linux pre-sales technical support, including complex configuration verification, loaner equipment support, and technical skills transfer.
John Ernst
FTSS Manager
AT&T Enterprise
IBM Corporation
9229 DELEGATE'S ROW,
Indianapolis IN 46240-3810
O 317-566-3735
M 317-201-2372 [email protected]
Alex Badia
FTSS – AT&T Enterprise
IBM Corporation
3039 Cornwallis Rd
RTP, NC 27709
O 919-656-3959
M 919-802-4236
To Be Announced
FTSS – New JerseyIBM Corporation
Ginny Keller
FTSS
IBM Corporation
Dallas, TX
Mike Andrews
FTSS - Chicago
IBM Corporation
71 S Wacker Drive
Chicago, IL 60606-4637
O 847-603-7389
M 847-508-3373
Larry Halbrook
FTSS – St Louis
IBM Corporation
325 McDonnell Blvd
St Louis, MO 63042
O 314-252-4027
Dan Debusschere
FTSS - Atlanta
IBM Corporation
18000 West 9 Mile RD
South Field, MI 48075
Configuration Tools
The following tools and sources provide "self-service" configuration assistance and verification. All of these tools can be found on the xSeries web page, by clicking on "Library" and then "Configuration Tools."
The IBM xSeries Configuration and Options Guide (COG) is a printable document in Adobe Acrobat (PDF) format. It provides a convenient "walk through" on how to configure a server with all options. Sample configurations and a high-level sizing reference chart are also included.
http://www-03.ibm.com/servers/eserver/xseries/library/configtools.html
xSeries Configuration and Options Guide (COG)
A software application with technical guidelines incorporated in its database developed to aid IBM sales and business partners and facilitate technical collaborations in configuring eServer systems and rack cabinets. The application is designed to support an interactive interface with graphics for determining the price, ideal environment, available rack cabinet space and available resources along with other operations associated with ordering and configuring a whole solution. The application is also capable of saving or exporting data in several different formats
http://www-03.ibm.com/servers/eserver/xseries/library/configtools.html
Standalone Solutions Configuration Tool
http://www-935.ibm.com/services/us/index.wss/offering/its/a1001480
When configuring your xSeries server solution, don't forget to consider upgrading the warranty service coverage level.
IBM ServicePacs are a convenient way to upgrade the standard warranty coverage to a higher service level, such as 24 x 7 x 4 hour, 24 x 7 x 2 hour, etc. ServicePac warranty upgrades can be purchased through your IBM Business Partner via a part number when you order your xSeries server.
IBM ServicePacs
Printable guide with configuration guidance
Application to help you configure your server
Warranty Upgrades
A single web focal point for all System x tools.
IBM System x Tools Center
http://publib.boulder.ibm.com/infocenter/toolsctr/v1r0/index.jsp
Post-Sale Technical Support
The following are sources and contacts for System x technical support and warranty service.
Solution Assurance
Carol Borges
Solution Assurance Specialist
Advanced Technical Support
IBM Corporation
1177 S Belt Line RD,
Coppell TX 75019-4642
O 817-764-5307
A Solution Assurance is a process for validating the technical design of a proposed solution by parties other than the solution designers. Doing this will reduce risk by identifying oversights and flaw in the solution. The review is conducted via conference call where the design team presents the solution to the reviewers who judge the technical viability of the solution. The Solution Assurance review will answer the following:
Will the solution work? Is the solution design technically feasible? Will the solution actually operate as expected by you and the designers?
Can you do it? Is the implementation plan for installing the solution into your environment and putting it into production sound and complete. Have all necessary resources been identified? Is the time frame reasonable?
Will the solution meet your requirements and expectations? Will the solution and implementation plan satisfy all of your requirements and expectations? Are expectations properly set?
During the review, the structure is to evaluate the Customer Requirements and Expectations, Hardware Configuration, Service & Support, Software Configuration, Installation Plans, Education, Physical Site, Backup and Recovery, Migration, and a final Risk Assessment.. The Solution Assurance facilitator for AT&T is Carol Borges. A Solution Assurance review can be scheduled by contacting any member of the System x team for AT&T.
Window/Linux Software Support1-800-IBM-SERV
Press option 2 for Software support, thenPress option 3 for System x, then provideAT&T contract information below for OS
IBM Supportline software support provides usage, configuration, and defect support for the Microsoft server operating systems, Linux, as well as IBM software products like IBM Director and IBM Tivoli Provisioning Manager and third party software, such as VMware.
BEFORE CALLING software support - What do you need?- Software support entitlement number
- Microsoft entitlement number – 0223050- Linux entitlement number – 0604196 also reference Contract # – AYBWH4- other pertinent info such as error messages and or logs.- NOTE: You may also be asked for your machine type/model/serial number- When calling, always record your case number and don’t be afraid to ask for and record the technician’s first and last name.
System x Hardware Support1-877-846-2750 (option 4)
AT&T dedicated lineProvide Machine type and
Serial number
System x Web Supporthttps://www-304.ibm.com/usrsrvc/account/userservices/jsp/login.jsp?persistPage=true
Please register! Web-based technical support is available by two methods: either by entering the 7 digit product number, or by selecting categories. The support pages include software and firmware updates, frequently asked questions, online
publications, etc.
IBM hardware support provides technical service and support 24 hours a day x 365 days a year. In order to help technicians more quickly resolve your problem have the following information ready before calling:
-Machine Type/Model number (i.e. 8853-C2U)- Serial number- Dynamic System Analysis (DSA)- RAID Logs- Management Module (MM) logs for Blades- Current condition of box, errors, new or repeat, etc. BIOS, firmware, and RAID levels- Other pertinent information, such as installed adapters, etc.
When calling, always record your case number and don’t be afraid to ask for and record the technician’s first and last name.
If IBM warranty service is required, IBM will dispatch and IBM service technician. Standard warranty coverage for most servers is next business day. Optional ServicePac warranty upgrades will increase the service response level.
Dave Hansen
System x Advanced Support
Advocate
IBM Corporation
325 McDonnell Blvd
St Louis, MO 63042
O 314-558-4199
Marlowe White
Customer Support Manager
IBM Corporation
8051 Congress Ave
Boca Raton, FL 33487
O 612-397-5511
M 561-703-8623
Post-Sale Technical Support Resolution Flow and Escalation
Failed hardware or unknown system problem
Call the IBM Help Center at 877-846-2750 opt. 4
Call is assigned to the appropriate group and Problem Management Record (PMR) case record
is opened
Customer records case number, etc.
Symptoms analyzed and plan made for resolution
Suspect software
IBM service technician dispatched with parts
Customer implements fix
Server fixed?
The following chart illustrates the flow of problem resolution events should you encounter any issues with your xSeries server.
Problem Resolution Flow Chart
Progress being
made?
Call Closed
The system goes down, critically impacting a customer's ability to do acceptable business.
No bypass alternatives are available.Severity 1 requires total commitment of equipment and personnel by the customer and vendors to resolve the problem. The respective management groups are responsible for assigning personnel.
A problem that causes a severe operational impact.Bypassing the problem is possible but not feasible.Severity 2 requires that the failing system or component be made available for problem determination or repair.
Any problem causing restricted function or minor impact on performance.
Bypassing the problem is both possible and feasible.Deferred problem determination or maintenance may be acceptable.
A circumvented problem.The problem impact is non-critical and does not affect operation.
Deferred maintenance is acceptable.
The following severity codes determine how IBM escalates hardware and software issues. Report the severity code when placing the initial service request call to the IBM Help Center.
Call back to the Help Center and request that the case be escalated to the lead customer
support specialist. Then, if necessary, call the Customer Support Manager and have the case
number and history available
Severity 1 - Crisis
Severity 2 - Major
Severity 3 - Minor
Severity 4 - Bypassed
Problem Resolution Severity Codes
YES NO YES
NO
Suspect hardware
•Proactive customer education of IBM service and support procedures, including delivery of a customer support plan.•Recommendation of IBM services offerings.•Escalation of service and support related issues.