NCR S26 - Manual (Page 175)

Support Services
NCR S26 Hot Plug Server User Guide E-15
Placing a Hardware Support Call
To place a hardware support call, follow these steps:
4. Call the hardware support number you recorded on the previous page.
Note that after-hours calls are subject to an extended coverage charge.
5. Provide the following information to the support associate:
– Model/serial number
– Brief description of symptoms, including any error messages or
numbers displayed
– Your NCR Customer Support Agreement number
– Your company name and address
– Name and telephone number of the person NCR should contact about
the problem
– Purchase order number
– Billing address
6. Ask the support associate for the Support Call Incident number assigned
to your support call. Use this number if you have questions regarding the
support problem.
7. The support associate will direct your call to a system analyst, depending
on availability, or NCR will return your call. Be prepared to provide the
following information:
– Record any failure or error information displayed. If appropriate,
record the entire screen.
– Perform a memory dump of the system, if possible.
– Be prepared to answer these questions:
– Is this an initial or recurring problem?
– Under what circumstances did the failure or error occur?
– Is any non-NCR equipment in use?
– Did you perform a memory dump?
– Have you made any recent changes to the system?