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Solve issues quickly and efficiently with one of the most comprehensive sets of support tools in the industry HP Support Center Service brochure

Service brochure Solve issues quickly ... - Hewlett Packard · HP-UX, HP Tru64 UNIX ... use, or perform maintenance. ... You can also use the guided troubleshooting feature to find

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  • Solve issues quickly and efficiently with one of the most comprehensive sets of support tools in the industryHP Support Center

    Service brochure

  • 2

    The support experience for the Instant-On, connected worldWe live in an Instant-On World—a world where everything is mobile, connected, interactive, immediate, and fluid, and where customer demands take priority. All your actions are motivated by the need to fulfill customer demands on time, and the possibility of a process going wrong or a technical mishap occurring, is not really on your mind. That is, until your business is impacted by processes starting to fall apart and by servers showing response errors, or by turnaround times getting negatively impacted.

    You could spend days trying to fix the issues, or you might not be able to give the problems the attention they deserve, resulting in a temporary solution or a “quick fix.” This is likely to lead to increased downtime, increased costs, and lower productivity.

    You need instant, one-stop access to the information, tools, and experts required to keep your technology running, with higher availability of applications and a comprehensive set of support alternatives around the clock. You need the kind of support experience that HP Support Center can offer you.

    Reduce risks, improve productivity, and save timeHP Support Center provides one-stop, personalized access to the knowledge and tools needed to manage traditional and cloud-based IT environments effectively. It delivers support and tools that are aligned to your products. HP Insight Online is a new addition to the HP Support Center portal for one stop, secure access to product and HP support information specific to your IT environment. The HP Support Center is available at no additional cost as part of your warranty, HP Care Pack Services, or contractual support agreement with HP. The community of support professionals offers deep expertise, while the support and tools are configured to complement the products you use.

    Through HP Support Center, you can:

    •Reduce risks by proactively managing and preventing problems from occurring, tapping into expert knowledge, following guided troubleshooting, and collaborating with peers

    •Improve productivity with one-stop access to device information in your IT Environment, anywhere and at any time

    •Save time by solving problems faster through a personalized support experience

    What’s more, you get the flexibility of choosing a language you are comfortable with, from a menu of languages.

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    FeaturesEach feature on the HP Support Center is designed to make your business life easier.

    HP Support Center Home Get access to all the key support features and content you need to solve your problems. You can enhance and personalize your experience by signing in with HP Passport. You can create your HP Passport account at https://passport2.hp.com/hppcf/createuser.do

    Product pages/Product selector

    This feature allows you to use a product locator or product selector to find product pages that contain product-specific support information.

    Drivers, software, and firmwareThis feature provides access to software, firmware, drivers, and other downloads that can be used to solve problems and maintain, manage, or upgrade your HP products.

    Patch management

    Patch management1 allows you to identify and address your specific system update requirements quickly. It covers platforms running under HP-UX, HP Tru64 UNIX®, HP MPE/iX, Linux, Microsoft® Windows®, and HP OpenVMS operating environments.With this patch feature, you can:• Gain access to the most up-to-date operating system patch downloads• Assess patch requirements from the patch management website; HP Support Center provides access to additional patch

    management features, such as the ability to upload current system information specific to your HP-UX platform and run a “patch assessment”

    Diagnostic passwords

    HP hardware contract customers can use this feature to obtain passwords for hardware diagnostic support tools. Diagnostic passwords are available for certain products, such as HP Integrity and HP 9000 servers running HP-UX. Upon acceptance of the HP Diagnostics License Agreement, the user can view a table of diagnostic passwords for the following system types that run HP-UX and HP MPE/iX operating systems:• HP Integrity and HP 9000 servers• HP 9000 workstations• HP 3000 servers

    Software updates and licensing

    This feature allows you to download the most recent versions of software products, documentation, and license updates. To download your updates, you must have an HP Passport user ID and one or more active support agreements with software updates linked to your HP Passport account. With software updates and licensing, you can:• View a list of products and select from available software, documentation, and licensing updates, based on your active support agreement• Choose to download immediately; use the HP Download Manager to assist with the download, or use the download cart to download at

    your convenience• Sign up for notifications of product updates through HP Support alerts

    Knowledge base

    Within the knowledge base, you can search for support information, view top issues, most viewed solutions, manuals, and support advisories for your product. You can also navigate to product documents based on tasks such as troubleshoot a problem, setup and install, learn and use, or perform maintenance.

    1 This feature requires you to be signed in and have a software updates contract linked or shared to your account.

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    Features (continued)Each feature on the HP Support Center is designed to make your business life easier.

    Search support knowledge

    This feature allows you to search across our content repositories for answers to your support-related questions. Everything that is searchable on HP Support Center, is included here. With the search feature, you can: • Browse through content repositories that span technical support documents, patch readme documents, manuals, and more• Search the repositories by keyword or document ID using filter options, such as content types and date ranges, to narrow your search

    To make the best use of this feature, you should be a registered user of HP Support Center and be sure to link or share your HP product warranty, HP Care Pack, or HP support agreement to your user account. You can also use the guided troubleshooting feature to find solutions to common issues through a step-by-step troubleshooting tool.

    Forums

    The HP Support Center Forum, as a part of the “Always On” support community, is an online community for peer-to-peer technical support and knowledge sharing. Like-minded professionals gather to exchange knowledge, best practices, and experience. Forums allow you to:• Read, search, navigate, and post in any of the discussion forum areas pertaining to your HP product or solution• Share best practices and troubleshooting tips on our products and third-party products supported by us• Award appreciation to posts that you find useful and helpful• Send private messages to other forum users regarding IT issues that you wouldn’t like to discuss publicly • Subscribe to RSS and email for notifications when there is new activity in a particular area of the community• Post more easily on subjects of interest and relevance, using links to photos and videos, spell-check, simple formatting, and more• Tag a response to your question as a great solution, so that others will benefit from the knowledge that’s being shared• Share your expertise within the all-new community knowledge base, enhancing our “Always On” support community knowledge-sharing

    capabilities to go beyond conversational forum discussions

    Parts, repair, and warranty

    Provides information about customer self-repair, and information on how to replace parts. It also provides a warranty check feature to allow you to check the status of your warranty.

    Chat with HP Support

    This feature allows you to seek technical support for your HP computer, printer, server, storage, and network products via real-time chat. With chat, you can have an interactive chat session with an HP agent over the Web. When a customer submits a support request using chat, the feature can collect information about your computer and/or printing device, and pass it to an online support specialist. A case number is assigned so that you can track your case with HP.

    Support Case Manager

    This is a Web-based tool designed for managing HP support cases for HP products and third-party products supported by us. With Support Case Manager, you can: • Submit, review, update, and report cases via the Internet • Manage cases for a wide variety of hardware and software products and systems• Save time by submitting or viewing data quickly, accurately, and at your convenience• Track support case progress and history, including updates made by HP support agents, from the time a case is created until the time it is

    resolved and closed

    You can easily attach case-related files that help with troubleshooting, such as error messages, memory dumps, and log files.

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    Features (continued)Each feature on the HP Support Center is designed to make your business life easier.

    My Support This feature helps you manage HP warranties, HP Care Pack Services, HP contractual support agreements, and associate them with your HP Passport profile. My Support is available when you sign into HP Support Center with your HP Passport credentials. With My Support, you can:• Manage your profile • Manage your contractual support agreements (contracts), HP Care Pack Services, and warranties in one location• Share ownership privileges for contracts, HP Care Pack Services, and warranties• Create meaningful nicknames for your warranties and HP Care Pack Services • Set up shares and exercise complete control by having total ownership, or choose multiple ownership to allow anybody to link• Link up to 20 warranties (or) Care Pack Services (or) support agreements to your HP Passport account at a given time

    HP Insight Online My IT Environment

    HP Insight Online (www.hp.com/go/insightonline/info) provides one-stop, secure access to the information you need to support the devices in your IT environment—solve problems faster and proactively prevent problems from occurring. With HP Insight Online, all devices monitored by HP Insight Remote Support 7.0 or higher can be auto populated for 24x7 access to your product and support information regardless of your location. You can efficiently track your IT support contracts and device status from anywhere, anytime. It is designed for IT staffs who deploy, manage, and support systems plus HP authorized partners who support your IT Infrastructure. With authorization from their customers, HP Partners can remotely review their customer’s IT environment to provide service support and consultation via a separate “My Customers” section.

    Dashboard

    The Insight Online Dashboard integrates your support and product information into one at a glance view for quick and efficient management of your IT environment. Use it to assess device health and/or support status quickly and drill down to the details easily for faster problem resolution. The dashboard is the landing page for Insight Online users and provides links to all the other feature areas.

    Devices

    The devices feature area provides a visual status of your individual devices and device groups. Users can easily navigate from individual devices and device groups to more detailed support and product configuration information.

    Service events

    The service events feature area provides online monitoring and management for devices using HP Insight Remote Support. Users can view all key event information such as severity, problem description, date and time generated, event status, and related support case ID with easy navigation to more detailed information.

    Contracts and warranties

    View all your linked or shared HP contract, warranty, and Care Pack information by user or by device, all in one place.

    Service Credits

    The Service Credits feature allows you to view: 1 HP Proactive Service Credits purchased on your HP support agreements 2 HP Proactive Select Services exchanged for those credits 3 HP Proactive Select Services available for exchange of those credits; to access Service Credits, you must have a mission-critical proactive

    services support agreement in your HP Passport profile.

    HP Insight OnlineMy Customers

    With authorization from their customers, HP Partners can remotely view their customer’s IT environment to provide service support and consultation via a separate My Customers section. This sections is available for HP authorized Partners only.

    The HP Support Center Mobile App provides instant access to HP support resources from anywhere. The app provides access to expert knowledge as well as troubleshooting via chat support from HP specialists. This is a free app and can be downloaded for HP webOS 3.0 and later devices, Apple iOS 4.2 devices, as well as Google™ Android 2.2 devices.

    To find out how to get started, tour the new HP Support Center video

    hp.com/video-gallery/us/en/16d4d45b1558df3bb27cc1f2b39407ae0fe1c125/r/video

    www.hp.com/services/hpscmobilehttp://h20621.www2.hp.com/video-gallery/us/en/16d4d45b1558df3bb27cc1f2b39407ae0fe1c125/r/videohttp://h20621.www2.hp.com/video-gallery/us/en/16d4d45b1558df3bb27cc1f2b39407ae0fe1c125/r/video

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    Partner with HP for better supportWith the HP Support Center, you can look forward to:

    Superior support quality: HP Support Center support tools are integrated with HP call center processes. This means that online support is delivered by the same call center professionals who provide telephonic support.

    Enhanced peer interactions: We have an active community of thousands of IT professionals online to tap into.

    Higher productivity: Patches and firmware for hundreds of HP products are available to keep your IT up to date and at the peak of the technology innovation curve.

    Wider product coverage: Product coverage includes not only data center products, but also printer products. For printer support, you can log cases, search for content, and collaborate with peers on the IT Forum.

    Multilingual support: HP Support Center is a global portal, translated into multiple languages for better comprehension and ease of use.

    Global citizenship at HPAt HP, global citizenship is our commitment to hold ourselves to high standards of integrity, contribution, and accountability in balancing our business goals with our impact on society and the planet. To learn more, visit hp.com/hpinfo/globalcitizenship, and for information about the HP Eco Solutions program, go to hp.com/ecosolutions.

    www.hp.com/hpinfo/globalcitizenshipwww.hp.com/ecosolutions

  • 7

    Technology with a human touchIn an Instant-On World, it’s crucial to have complete command over your technology environment. You need a trusted advisor who understands where your business should go and the technology decisions you need to make to get there. Combining technology intelligence and know-how with business intelligence, our service professionals have been helping organizations across the globe meet their evolving needs. They can do the same for you.

    It’s about real partnership. Our consultants and support experts can work with you to transform IT, converge infrastructure, and keep technology running.

    Connect with our service experts to explore ways to do more with your technology investments; visit hp.com/go/tsconnect/.

    Get access to the “Always On” evolution nowTo know more about HP Support Center and how it can save time, money, and a whole lot of trouble, visit hp.com/go/hpsc.

    www.hp.com/go/tsconnect/www.hp.com/go/hpsc

  • This is an HP Indigo digital print.

    Get connectedhp.com/go/getconnected

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    © Copyright 2011–2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

    Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. UNIX is a registered trademark of The Open Group. Google™ is a trademark of Google Inc.

    4AA3-4142ENW, Created June 2011; Updated March 2012, Rev. 1

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