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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?

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Ncr S26 Manual do Utilizador Página 175