Customer Computer Support Log HP 3000 and HP 9000 Precision Architecture RISC Computer Systems HP Part No.
Notice Hewlett-Packard makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material.
Printing History New editions are complete revisions of the manual. Update packages, which are issued between editions, contain additional and replacement pages to be merged into the manual by the customer. The dates on the title page change only when a new edition or a new update is published. No information is incorporated into a reprinting unless it appears as a prior update; the edition does not change when an update is incorporated.
List of Effective Pages The List of Effective Pages gives the date of the current edition and of any pages changed in updates to that edition. Within the manual, any page changed since the last edition is indicated by printing the date the changes were made on the bottom of the page. No information is incorporated into a reprinting unless it appears as a prior update. Effective Pages Date All . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Preface This binder contains the forms to record the complete history of HP 3000 and HP 9000 Precision Architecture Reduced Instruction Set Computer (PA-RISC) Systems. It is extremely important that these records be properly maintained. This Customer Computer Support Log is used for the following Computer System: Model Number ____________ Serial Number ____________ The binder is divided into the sections described below: Available Services Provides a place for recording the Software ID Number.
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Table of Contents Available Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Software ID Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 On-site Hardware Support Services . . . . . . . . . . . . . . .
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1 Available Services Introduction This section provides the following: • • • • A place to record your Computer ID Number. A brief description of on-site hardware support services. Instructions for placing a hardware service call. Instructions for placing a software service call. Software ID Number The Software ID Number assigned to your system at the time of installation remains constant for the entire life of the system.
On-site Hardware Support Services On-site computer hardware support is available from Hewlett-Packard through the HP SuccessLine Service (subject to local availability. Please check with your HP local office for detailed coverage hours).
How to Place a Hardware Service Call 4. A Service Representative will return your call.Be prepared with the following information: A. Write down or make a copy of any failure informationdisplayed on the system console display terminal. If appropriate, record thefront panel display. B. Take a memory dump of the system if possible. C. Be prepared to answer these questions: 1. Is this an initial or recurring problem? 2. In what situation did the error occur? 3. Is any non-HP equipment used? 4.
How to Place a Software Service Call A. Operating System version B. Application Module C. Application/Program version D. The exact wording of the error message,including the number a. Refer to your Response Center User’s Guide (HP part number 5959-9275) for detailed information about placing a software service call.
2 Hardware Historical Record Introduction This section contains Hardware History Log forms for maintaining the historical records of the system hardware. These records allow the system user, the CE, and HP management to obtain vital information for ensuring successful operation of the system. NOTE: To maintain accurate records, it is essential that the customer complete the Customer Entry portion of the appropriate log when placing a service call.
Service Call Entries Upon arriving at a customer site to answer a service call, the CE enters the start time and any other pertinent information into the appropriate History Log. The CE then reviews the History Log and informs the customer of the plan of action. Before leaving, the CE enters the corrective action information in the appropriate History Log. The CE explains to the customer what was found, the corrective action taken, and the current status of the system.
Hardware Historical Records 2-3
2-4 Hardware Historical Records
Hardware Historical Records 2-5
2-6 Hardware Historical Records
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2-8 Hardware Historical Records
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2-10 Hardware Historical Records
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2-12 Hardware Historical Records
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2-14 Hardware Historical Records
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2-16 Hardware Historical Records
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2-18 Hardware Historical Records
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2-20 Hardware Historical Records
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2-22 Hardware Historical Records
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2-24 Hardware Historical Records
3 Software Historical Records Introduction This section contains the following forms: • • Software Product Record Sheets Software History Log forms Software Product Record Sheets CEs and SEs use these forms to record the changes to the operating system software or the applications programs installed on the system. One form is used for each software product. The records should include all installed changes, including versions, updates, and patches.
3-2 Software Historical Records
Software Historical Records 3-3
3-4 Software Historical Records
Software Historical Records 3-5
3-6 Software Historical Records
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3-8 Software Historical Records
Software Historical Records 3-9
3-10 Software Historical Records
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3-12 Software Historical Records
4 System I/O/Configuration Introduction This section provides a location for the CE to document the configuration of the computer at the time of the initial system installation and to record system configuration changes.
Hardware Configuration Report As the system expands or changes, print a listing of the system’s current I/O configuration and file the printout in this section. Directions are provided below. A plastic page protector provides a convenient repository for the printout. HP-UX Hardware Configuration Report If your system is running under the HP-UX operating system, obtain a printout of the hardware configuration.
System I/O Configuration 4-3
4-4 System I/O/ Configuration
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4-6 System I/O/ Configuration
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4-8 System I/O/ Configuration
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4-10 System I/O/ Configuration
System I/O Configuration 4-11
4-12 System I/O/ Configuration
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4-14 System I/O/ Configuration
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4-16 System I/O/ Configuration
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4-18 System I/O/ Configuration
System I/O Configuration 4-19
4-20 System I/O/ Configuration
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4-22 System I/O/ Configuration
5 Preventive Maintenance Introduction The primary purpose of preventive maintenance is to keep unscheduled interruptions to a minimum. Following a sound PM program can help maintain a high level of computer system performance at minimum cost. This section provides the following information and forms: • • • • • General customer preventive maintenance (PM) procedures. Information about HP Predictive Support.
Terminals and Personal Computers Clean terminals and personal computers and replace batteries on a regular basis. If battery replacement is necessary, procedures and information are found in the terminal or personal computer user’s manual. Printers It is especially important to keep printer mechanisms clean. Tape Drives Clean the magnetic tape path at regular intervals to remove oxide build-up, especially on the read/write head. Use only the prescribed cleaning fluids to clean the tape path.
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5-4 Prentive Maintenance
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5-6 Prentive Maintenance
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5-8 Prentive Maintenance
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5-12 Prentive Maintenance
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5-20 Prentive Maintenance
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5-22 Prentive Maintenance
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5-24 Prentive Maintenance
6 Installation Records Introduction Use this section to file your system installation records. File the documents that define the parts and configuration of the entire computer system at the time it was shipped and installed. These documents include packing lists, hardware configuration records, and a software record. A plastic page protector provides a convenient repository for these documents. NOTE: After the system is installed, complete section 4, “Current System I/O Configuration.
6-2 Installation Records
7 Customer Support Service Agreement Introduction File a copy of the current Customer Support Service Agreement in this section.
7-2 Customer Support Service Agreement
