Business white paper. HP Business Helpdesk. System requirements and supported products

Transcription

1 Business white paper HP Business Helpdesk System requirements and supported products

2 Minimum system requirements Operating System: Current Licensed Versions for Microsoft, Apple or Android, detailed in the chart below Minimum hardware and software requirements as specified by manufacturer for installed OS High speed Internet connection for Remote Support and Desktop Sharing Telephone access and your Service License Key or Account ID ready for verification Supported products See detailed charts below HP Business Helpdesk Subscription HP Business Helpdesk Per-Use (one time call) General information and frequently asked questions See our FAQs for a full list of commonly asked questions. What are HP Business Helpdesk Services? HP Business Helpdesk Services provide technical support via phone and online chat for computer software, hardware/peripheral, connectivity and networking issues for many common brands of computers, tablets and smartphones. No more trying to decide which software or hardware vendor to contact for support, or wasting hours trying to research answers to technical computing problems that distract from your business. Just show our HP Business Helpdesk Services technicians your problem, and with your permission, our trained technicians can temporarily access your computer to remotely diagnose and resolve issues in a highly secure support session. What is Online support or Remote Support? Online computer and technical support, also known as remote support, allows our trained HP Business Helpdesk agents to remotely view your computer screen and securely fix many typical problems with computers and networks, as well as other supported personal electronics and even mobile devices. Technical support is easier by allowing you to show our HP Business Helpdesk technicians where you want help without having to know any technical terms. This type of remote support works through desktop sharing technology. When you log into our secure online HP Business Helpdesk, you can allow our certified technology experts to view and interact with your computer remotely via the Internet fixing problems and setting up new technology fast. Sometimes, it feels like watching your computer fix itself. Your business s security matters to HP, so we make sure you control your remote support session. Our HP Business Helpdesk agents can only temporarily access your computer, only with your permission, and only during your secure internet session. At all times you will be able to see and monitor your technical support session. 2

3 Supported Products Details HP Business Helpdesk Subscription Category Product Type Product Primary Hardware: Setup & Install Support PCs Desktop PC Macs Laptops Netbooks Desktops (imac, Mac mini) Notebooks (MacBook) Tablets and Smartphones Major manufacturers using current versions of Microsoft, Apple and Android Operating Systems as described in detail in the Operating System section of this table Peripheral Hardware: Setup & Install Support Peripherals Printers Scanners Modems DVD Drives Video/ Sound Cards USB Devices CD/DVD Writers Zip/Jaz Drives Hard Drives Monitors Keyboards- Wired & Wireless Network Troubleshoot Networking Routers Wireless access points USB Wireless Data Cards Ethernet NIC Support Home Network setup Wireless Network Security General Network troubleshooting for your HW or Peripherals Security Anti-Virus & Spyware Programs F-Secure Internet Security Suite Microsoft Security Essentials Computer Associates Security Suite McAfee Antivirus and ToPs Symantec/ Norton Internet Security Other major AV/AS products 3

4 Supported Products Details HP Business Helpdesk Subscription Category Product Type Product Supported Software to Setup/Install/Configure Internet Browsers Internet Explorer Firefox Safari Chrome Contact Management ACT! Goldmine Office Suites MS Office Suite Microsoft Outlook Microsoft Outlook Express Commonly-used applications (Gmail, Yahoo, AOL, etc.) , Browser Configuration Microsoft Outlook Microsoft Outlook Express Entourage Commonly-used applications (Gmail, Yahoo, AOL mail, etc.) Word Processing Microsoft Word Microsoft Works Spreadsheets Microsoft Excel Presentations Microsoft PowerPoint Relational Database Microsoft Access Desktop Publishing Microsoft Publisher Graphics Microsoft Visio Microsoft Front Page Microsoft PowerPoint Financial Applications Microsoft Money Quicken QuickBooks Turbo Tax Desktop Converters Adobe Acrobat/ Reader Microsoft Project Backup Applications Carbonite CD/DVD Creation Adaptec Easy CD Creator Roxio Easy CD Creator Nero Multimedia Software Fax/ Connectivity Winfax Pro Additional Applications Macromedia Shockwave Macromedia Flash Microsoft Silverlight 4

5 Supported Products Details HP Business Helpdesk Subscription Category Product Type Product Operating Systems* Support and Troubleshoot *Current versions will be updated from time to time as needed Computer (Notebooks, Laptops, Desktops) Windows 8 Windows 7 Windows XP Windows Vista Windows 2000 Windows 98 MacOS X 10.4 (Tiger) MacOS X 10.5 (Leopard) MacOS X 10.6 (Snow Leopard) Tablets/Smartphones Chrome O/S Windows RT Windows 8+ Android O/S 2.3+ (Gingerbread, Honeycomb, Ice Cream Sandwich, and Jelly Bean) Apple ios (version 3 thru 6.x) Apple ios 7 Server Connectivity Windows Server 2000 Windows Server 2003 Windows Server 2008 Windows Server 2012 Desktop printing/ connectivity Consumer Desktop Printers *Notes: - Supported products may vary based on service purchased - Training provides assistance on questions on how to use your hardware for commercially available applications, SW or peripherals. (It is generally not in depth training but directional assistance on how to move forward with common features in a program) Supported Products Details HP Business Helpdesk Per-Use (one time) Per Use Category Hardware, Peripheral, Network, Security, Operating Systems Detailed List of Elements or Scope within Per-Use One-Time Tune Up Service Per Use Service Details See sections in HP Business Helpdesk Subscription Supported Product Details for detailed definitions Spyware and virus removal Clearing out temporary files Clearing out start-up files System file cleanup Installing/configuring operating system updates Removing unnecessary processes Resolve crashes Hard-drive defragmentation Updating antivirus software *Note: Service does not include installing a new operating system 5

6 Supported Products Details HP Business Helpdesk Per-Use (one time) Per Use Category List of Common Software Applications to Assist with and troubleshoot *Note: Service Excludes Support on Any Non-Standard/ Custom Development of SW Per Use Service Details Internet Explorer Firefox Safari Chrome ACT! Goldmine Microsoft Outlook Microsoft Express Commonly-used applications (Gmail, Yahoo, AOL, etc.) Microsoft Word Microsoft Works Microsoft Excel Microsoft PowerPoint Microsoft Access Microsoft Publisher Microsoft Visio Microsoft Front Page Microsoft Money Quicken QuickBooks Turbo Tax Adobe Acrobat / Reader F-Secure Internet Security Suite Microsoft Security Essentials Computer Associates Security Suite MacAfee Antivirus and ToPs Symantec/ Norton Internet Security Other major AV/AS products Microsoft Project Carbonite Adaptec Easy CD Creator Roxio Easy CD Creator Nero Multimedia Software Winfax Pro Macromedia Shockwave Macromedia Flash Microsoft Silverlight *Notes: - Supported products may vary based on service purchased - Training provides assistance on questions on how to use your hardware for commercially available applications, SW or peripherals. (It is generally not in depth training but directional assistance on how to move forward with common features in a program) Copyright 2014 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. January 2014