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HP Support Center Service Brochure (US English)

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HP Support Center Service Brochure (US English) Service brochure Solve issues quickly and efficiently with one of the most comprehensive sets of support tools in the industry HP Support Center The support experience for the You could spend days trying to fix the issues, or you might not be able to give the problems the attention they deserve, resulting Instant-On, connected world in a temporary solution or a “quick fix.” This is likely to lead to increased downtime, increased costs, and lower productivity. We live in an Instant-On World—a world where everything is mobile, connected, interactive, immediate, and fluid, and where You need instant, one-stop access to the information, tools, and customer demands take priority. All your actions are motivated by experts required to keep your technology running, with higher the need to fulfill customer demands on time, and the possibility availability of applications and a comprehensive set of support of a process going wrong or a technical mishap occurring, is not alternatives around the clock. You need the kind of support really on your mind. That is, until your business is impacted by experience that HP Support Center can offer you. processes starting to fall apart and by servers showing response errors, or by turnaround times getting negatively impacted. Reduce risks, improve productivity, and save time HP 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. 2 Features Each 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 firmware This 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. 3 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. 4 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 HP Insight Online (www.hp.com/go/insightonline/info) provides one-stop, secure access to the information you need to support the devices in My IT Environment your IT environment—solve problems faster and proactively prevent problems from occurring.
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