01
A system is down
Call 1-855-NETRAID. Say the operating system, the hostname or LPAR name, and whether production is stopped. Contracted production systems get a 30-minute first response.
OS and software support
How OS support works.
Call when a contracted system is down. Use the client portal for everything else. Send the diagnostic bundle for that operating system, and we will tell you plainly when the fault is a part, a patch entitlement, or the OS itself.
Opening a case
Phone if it is down. The portal if it can wait.
02
It can wait
Open a ticket in the client portal. Include the version, what changed, and when it started. Updates stay on that ticket.
03
You are not a client yet
Use the quote form. Engineering time starts after the agreement. If something is down right now, call. We will tell you what we can do before there is a contract.
The engineer assigned to that platform stays with the case. If the fault is a failed part, the hardware side of the agreement dispatches a local engineer. You get a note of what changed whenever we change the host.
What to send
Diagnostics, by operating system.
Send what you can collect without making the outage worse. If a command below is not installed, say so. Do not run a destructive recovery before we have talked.
AIX
What helps
A snap archive from the LPAR, plus errpt for the window when the problem started.
IBM i
What helps
The PTF listing, the job log for the failing job, and a picture or spool of the system status screen you already use.
PowerVM / VIOS
What helps
A snap from the VIOS if padmin is reachable, lsmap output for the virtual devices, and the HMC partition state or reference code.
HP-UX
What helps
swlist output, ioscan for the path that failed, and the crash dump if the host panicked.
Solaris
What helps
The explorer or support bundle you already collect, plus zpool status and zone state for the guest involved.
Tru64 UNIX
What helps
Whatever collect or sys_check still produces on that host, and the event log around the failure.
OpenVMS
What helps
SHOW CLUSTER, SHOW DEVICE/FULL for the disk in question, and the bugcheck summary if the node crashed.
Linux
What helps
sosreport on Red Hat family hosts, supportconfig on SLES, and the journal excerpt from the failure.
Windows Server
What helps
System information, the event log from the failing service, and a cluster log if a node will not join.
VMware ESXi
What helps
A vm-support bundle from the host, and whether vCenter itself is up.
| Platform | What helps |
|---|---|
| AIX | A snap archive from the LPAR, plus errpt for the window when the problem started. |
| IBM i | The PTF listing, the job log for the failing job, and a picture or spool of the system status screen you already use. |
| PowerVM / VIOS | A snap from the VIOS if padmin is reachable, lsmap output for the virtual devices, and the HMC partition state or reference code. |
| HP-UX | swlist output, ioscan for the path that failed, and the crash dump if the host panicked. |
| Solaris | The explorer or support bundle you already collect, plus zpool status and zone state for the guest involved. |
| Tru64 UNIX | Whatever collect or sys_check still produces on that host, and the event log around the failure. |
| OpenVMS | SHOW CLUSTER, SHOW DEVICE/FULL for the disk in question, and the bugcheck summary if the node crashed. |
| Linux | sosreport on Red Hat family hosts, supportconfig on SLES, and the journal excerpt from the failure. |
| Windows Server | System information, the event log from the failing service, and a cluster log if a node will not join. |
| VMware ESXi | A vm-support bundle from the host, and whether vCenter itself is up. |
Limits
What is supported, and what is not.
Each platform page lists the specific scope. This table is the rule that applies to all of them. If a product is not named on the quote, ask before you assume it is included.
Break/fix on the running OS
Included?
Yes. Boot problems, crashes, clustering, storage paths, and the service that will not come back.
The release you already have
Included?
Yes, including releases past the manufacturer's standard support date, when that release is on the platform page.
Change windows you approve
Included?
Yes. We write what should go on, what has to wait, and how to back out.
New manufacturer patches and license keys
Included?
No. Those stay on your software maintenance or subscription. We do not replace that entitlement.
A source fix inside the OS
Included?
No. We troubleshoot and look for a workaround. We do not publish kernel fixes the manufacturer would ship.
Application code and unnamed layered products
Included?
No, unless the quote names them.
Replacing a failed part
Included?
That is the hardware agreement. It can be the same NETRAID contract.
CRAC, UPS, and generators
Included?
Out of scope unless a separate quote says otherwise.
| Topic | Included? |
|---|---|
| Break/fix on the running OS | Yes. Boot problems, crashes, clustering, storage paths, and the service that will not come back. |
| The release you already have | Yes, including releases past the manufacturer's standard support date, when that release is on the platform page. |
| Change windows you approve | Yes. We write what should go on, what has to wait, and how to back out. |
| New manufacturer patches and license keys | No. Those stay on your software maintenance or subscription. We do not replace that entitlement. |
| A source fix inside the OS | No. We troubleshoot and look for a workaround. We do not publish kernel fixes the manufacturer would ship. |
| Application code and unnamed layered products | No, unless the quote names them. |
| Replacing a failed part | That is the hardware agreement. It can be the same NETRAID contract. |
| CRAC, UPS, and generators | Out of scope unless a separate quote says otherwise. |
Platform lists are on the OS support page. How this differs from manufacturer software maintenance is on its own page.
FAQ
Common questions.
Who can open a case?
A current OS support agreement is what opens a case. If the agreement has lapsed, call 1-855-NETRAID and we will sort out the quote before engineering time starts. A system that is down right now should be a phone call, not a form.
Where do updates show up?
On the ticket in the client portal, and by phone when the system is down. You get a note of what changed when we change something on the host.
Do you supply the manufacturer's patches?
No. New patches, security errata, PTFs, and license keys stay on the manufacturer subscription. We plan the window, apply what you already have the right to install, and help you save the last files you are entitled to before that subscription ends.
What if the fault is a failed part?
Operating-system troubleshooting stays on this agreement. Replacing the part is the hardware contract. Those two can be written together, or the hardware can stay where it already is.
What should a new client send with the quote?
Operating system, version, about how many hosts or LPARs, and which ones are production. A spreadsheet is enough. Diagnostics come later, when there is an actual case.
Is application source code included?
Only when the quote names that product. The default agreement is the operating system and the virtualization layer listed on the platform page.
Same-day quote
Start with the inventory.
Operating systems, versions, and which hosts are production. Hardware can be on the same agreement.
Tell us the version that is actually installed.
We return a scoped quote the same business day.