Technical information

9871 Tenth Edition 4-1
4
Obtaining Support
This chapter describes what to do if problems occur with the Library Storage
Module (LSM).
In some cases, you might be able to correct the problem.
• When the problem is caused by cartridge tapes, refer to Appendix A,
“Cartridge Tape Information.”
• When the problem is caused by cartridge subsystems or tape drives, refer to
the documentation for that product.
In other cases, you must contact your service representative or the Call Center.
• Most of the time, a fault symptom code (FSC) will appear on the LSM
operator panel display. Write down the information on the display and give
it to either your service representative or the staff at the Call Center.
■ Customer Support Services
The Call Center for Customer Support Services (CSS) is available 24 hours a day,
seven days a week, to customers with StorageTek maintenance contracts and to
StorageTek employees. You can find additional information about the CSS at the
Product and CRC Support link on StorageTek’s external web site at:
http://www.support.storagetek.com.
■ Customer Initiated Maintenance
Customer Initiated Maintenance begins with a telephone call from you to the
StorageTek CSS. You receive immediate attention from qualified StorageTek
personnel, who record problem information and respond with the appropriate
level of support.
To contact the CSS about a problem:
1. Use the telephone to call the StorageTek Customer Support Services at:
☎1–800–735-2778 (from within the United States)
☎303-673-4056 (from outside the United States)