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Installation and User's Guide

Installation and User's Guide

Installation and User's Guide

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Setting up a subscription <strong>and</strong> support contractSet up a subscription <strong>and</strong> support contract. The type of contract that you needdepends on the type of product you have.For IBM distributed software products (including, but not limited to, IBM Tivoli,Lotus ® , <strong>and</strong> Rational ® products, as well as IBM DB2 ® <strong>and</strong> IBM WebSphere ®products that run on Microsoft Windows or UNIX operating systems), enroll inIBM Passport Advantage ® in one of the following ways:vvOnline: Go to the Passport Advantage Web page at http://www.ibm.com/software/lotus/passportadvantage/, click How to enroll, <strong>and</strong> follow theinstructions.By Phone: You can call 1-800-IBMSERV (1-800-426-7378) in the United States, orfor the phone number to call in your country, go to the IBM Software SupportH<strong>and</strong>book Web page at http://www14.software.ibm.com/webapp/set2/sas/f/h<strong>and</strong>book/home.html <strong>and</strong> click Contacts.Determining the business impactWhen you report a problem to IBM, you are asked to supply a severity level.Therefore, you must underst<strong>and</strong> <strong>and</strong> assess the business impact of the problemyou are reporting.Severity 1Severity 2Severity 3Severity 4Critical business impact: You are unable to use the program,resulting in a critical impact on operations. This conditionrequires an immediate solution.Significant business impact: The program is usable but isseverely limited.Some business impact: The program is usable with lesssignificant features (not critical to operations) unavailable.Minimal business impact: The problem causes little impact onoperations, or a reasonable circumvention to the problem hasbeen implemented.Describing the problem <strong>and</strong> gather background informationWhen explaining a problem to IBM, it is helpful to be as specific as possible.Include all relevant background information so that IBM Software Supportspecialists can help you solve the problem efficiently.To save time, know the answers to these questions:v What software versions were you running when the problem occurred?v Do you have logs, traces, <strong>and</strong> messages that are related to the problemsymptoms? IBM Software Support is likely to ask for this information.v Can the problem be recreated? If so, what steps led to the failure?v Have any changes been made to the system? For example, hardware, operatingsystem, networking software, <strong>and</strong> so on.v Are you using a workaround for this problem? If so, be prepared to explain itwhen you report the problem.Submitting the problem to IBM Software SupportYou can submit the problem to IBM Software Support online or by phone.OnlineGo to the IBM Software Support Web site at http://www.ibm.com/support/entry/portal/Open_service_request/Software/xviiiIBM Tivoli Storage Manager for Windows Backup-Archive Clients: <strong>Installation</strong> <strong>and</strong> <strong>User's</strong> <strong>Guide</strong>

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