Server Hardware Escalation Template

Use this form to escalate customer problems. Please fill out this form 
as completely as possible. Escalations without enough detail will 
be returned. 

General Information

Customer Name: 

Customer Company: 

Customer Phone: - format xxx-xxx-xxxx 

Call Started: - Format as - YYYY/MM/DD HH:MM 

Source ID: - lena, retain, etc.... 

Short Description: 

Severity: 

NOTE:The Brand Severity Criteria overrides the generic description 
on the Severity pulldown menu 

Country: 

Opsystem: 

Product No: 

Internet Site: 

Problem Description 

****** SERVER PROBLEM REPORTING TEMPLATE Ver 2.2 ******

PLEASE COMPLETE ALL FIELDS USING KEYBOARD INPUT

Note: Incorrect answers will result in delays and the return of 
this template for additional information. Do not guess at any of 
the answers. 

SUPPORT PROCESS VERIFICATION

-------------------------------

(Req. for all Escalations to RTP PE)

Has the IBM PCCo HelpCenter been contacted for support on this 
problem-........

Date.................................-

Reference/Case Number................................-

Results..............................-

Have you contacted Level2 previously on this issue, if so who?....
.................................-

CUSTOMER INSTALLATION INFO

-----------------------------

Machine Type & Model.............................-

Number of Systems Installed.........................-

Date Systems were Installed................................-

Number of Systems Failing......................................-

Number of Additional Systems on Order........................-

Is there a Rollout Planned.................................-

Rollout Machine Type & Model.................................-

Has Rollout Stopped due to Problem.............................-

Total Rollout Number..........................-

Planned Rollout Start Date......................................-

Planned Rollout Completion Date..............................-

Have any parts been replaced................................-

What part(s)......................................-

Results........................................-

Who Replaced.......................................-

Are Parts Available for Analysis.....................-

 

PROBLEM DESCRIPTION SECTION

------------------------------

Failing Machine Type & Model Number.........................-

Serial Number of 1 failing Machine......................-

Power Supply Vendor & P/N..................................-

Floppy Drive Vendor & P/N...........................-

Hard File Size........................................-

Hard File Interface (SCSI / IDE)...........................-

Hard File Vendor & P/N...............................-

Additional DASD Devices Installed:.............................-

Device 1 Type (HF / CD ROM / Other).............................-

Device 1 Interface (SCSI / IDE).............................-

Device 1 Vendor....................................-

Device 1 Model.......................................-

(Repeat for Device 2, 3, etc)

(Or Fax an Append for Other Devices)

Microprocessor & Speed............................-

BIOS Level..................................-

Does System Fail w/ Latest Lvl BIOS..........................-

Planar P/N & Bar Code Numbers...........................-

Riser Card P/N & Bar Code Numbers..............................-

Riser Card Type (ISA / PCI / MCA)...............................-

Installed Adapters

Adapter 1 Type, Model & P/N...............................-

Adapter 1 Interface (ISA/PCI/MCA)...............................-

Adapter 1 Vendor...................................-

Adapter 1 Resources (IRQ / I/O)........................-

Adapter 1 BIOS / Firmware Revision.......................-

Adapter 1 Installed in Riser Slot #....................-

(Slot #'s start closest to planar)

(Repeat for Adapter 2, 3, etc)

(Or Fax an Append for Other Adapters)

System Memory P/N..................................-

Vendor.............................-

Size...............................-

Type (Simm/Dimm)&(EDO/NP/P/ECC)............................-

Total Amount Installed...............................-

L2 Cache Memory Type................................-

Total Amount Installed.............................-

 

Have you sent the following files

applicable to this problem:

OS2/DOS Config.sys..................................-

DOS Autoexec.bat................................-

WIN/DOS MSD or WIN95.MSD................................-

WIN/W95 all *.INI's................................-

NT /W95 RC Debug..................................-

OS2 SYSINFO..................................-

Startnet.bat.............................-

Novell Net.cfg...................................-

UNIX #/ShL Debug..............................-

Any Relevant Simulation Code w/ instructions on its use.........
...............-

Failure Description:............................................
................................................................
................................................................
................................................................

Number of Systems Failing.............................-

Failure Error Codes............................................-

Did this Configuration Ever Work...............................-

Can Problem be Circumvented, How..........................-

When did Failure Start......................................-

S/W / H/D change before failure...............................-

Frequency of failure..................................-

Is Failure Solid or Intermittent............................-

Can Failure be Reproduced...................................-

Step by Step Procedure to Reproduce:............................
................................................................
..............

How is System Reset after Failure..................................-

Do any other IBM systems work with failing configuration............
.................-

Failure Disappears when:

H/D device(s) removed-State H/D..............................-

S/W device(s) removed-State S/W.......................-

Operating System Installed..........................-

Operating System Level.................................-

Operating System Rev./CSD Level.................................-

Application S/W Installed that is applicable to the problem 
(include levels):........................................

Other External H/W Attached:...............................
...........................................................
........................

Other System / Environment Info:...........................
...........................................................
........................