Opening a support case
There are multiple options for engaging ThinkAgile Advantage Support for persistent or critical issues.
For ThinkAgile SXM Series solutions that are shipped in a rack, the entire solution is entitled at the rack level, based on the rack Machine Type 9565 and its serial number. For ThinkAgile SXM Series solutions that are integrated into a customer-supplied rack, the solution is also entitled at the rack level, based on Machine Type 7Y34 and a derived “virtual rack serial number” that is created for each customer order.
If you need support for these solutions or any of their components or included software, be sure to use your rack Machine Type and serial number. If you use an individual component (server or switch) serial number, Premier Support might not immediately recognize the correct entitlement, which could delay proper case handling.
For scale unit nodes that are added after the original deployment (i.e. expansion nodes), support entitlement is based on the individual component (server or switch) serial numbers.
Before contacting ThinkAgile Advantage Support
Gather the following information to provide to the technical support agent. This data will help the agent quickly provide a product to your problem and ensure that you receive the level of service for which you might have contracted.
Machine Type and Model
Product Machine Type Model SXM4200 – 25U 9565 RCC SXM4200 – 42U 9565 RCD SXM6200 (42U only) 9565 RCE SXM4400 – 25U 9565 RCH SXM4400 – 42U 9565 RCJ SXM6400 (42U only) 9565 RCK For ThinkAgile SXM Series solutions that are shipped in a rack, the ack serial number associated with Machine Type 9565 (not the component or software serial number). This is found on the rack label.
Current system UEFI and firmware levels.
Other pertinent information, such as error messages and logs.
See Collecting data for details about gathering information that can help resolve your support issue more quickly.
- A definition of the problem: Being able to articulate the problem and symptoms before contacting ThinkAgile Advantage Support helps to ensure proper prioritization and expedite the resolution process. Helpful information includes the following:
Has the problem happened before?
What steps led up to the failure?
Can the problem be recreated?
What is the business impact of the problem being experienced?
Are on-site personnel available to work with Lenovo support technicians?
In some cases, the support agent will need the Machine Type and serial number of a specific hardware component. That information is typically on a sticker on the component. For assistance in locating the sticker, see the following Web site:
Contacting ThinkAgile Advantage Support
To engage ThinkAgile Advantage Support, do the following:
Go to the Lenovo Data Center Support page, at the following Web site:
https://datacentersupport.lenovo.com/
Enter the rack serial number associated with Machine Type 9565.
The serial number will be authenticated as associated with a ThinkAgile SXM Series solution.