This article will guide you through the steps for requesting service for any hardware covered by Lifecycle Manager Infrastructure Protection.

1. In Lifecycle Manager, go to the Covered assets page:
   Marketplace > Infrastructure Protection > Covered Assets:
   
    
2. Locate the hardware asset you want to request service for. 
   • Use Ctrl/CMD + F to search by serial number or asset name.
      
3. Click Get Service next to the asset.
   
    
4. Fill out the service request details:
   • Site: 
     The site address associated with the asset when coverage was purchased.
   • Request owner:
     Select the email address of the team member who will own this service request.
   • Contact:
     Choose who will be on site for the service
     • Your customer: 
       Select this option if the on site contact is the customer. Enter their name, email address, and phone number.
     • Someone at your company:
       Select this option if the on site contact is an internal team member. Choose their email address and, optionally, enter a phone number.
   • Service details:
     • Type of problem:
       A brief description of the problem (for example, CMOS Battery failure)
     • Details:
       Any additional details that may help diagnose and resolve the issue.
     • Type of service:
       • On site, 4-hour response
         Available only if 4 hour SLA was selected at purchase. Choose this option for the highest priority service.
       • On site, Next business day response
         Choose this option if your coverage does not include 4 hour SLA, or if same-day on site service is not required.
       • Parts only
         Choose this option if a technician is not required. Confirm the shipping address, or select a different delivery address.
5. Click Submit Service Request.

After submitting your service request, depending on the type of service chosen, you will hear from our service team within 4 hours, or on the next business day.

If your request is urgent, and you have not heard back within the expected timeframe, you can find phone numbers for immediate assistance on the Service Request page:

Marketplace > Infrastructure Protection > Service requests, then click the ‘i’ icon next to the open request:

Additional articles to read

• Buying Infrastructure Protection for clients

• After service request submission

• Opening warranty service requests without signing in