HP Priority Services - Overview Premium enterprise-level global support for your entire Install base. May 2016 1
Overview Priority Services: Premium enterprise-level global support for your entire Install base. HP offers a services portfolio that includes break/fix and protection services for its industry-leading products. We are introducing you to a new suite of global premium services for HP PC and/or HP commercial printers specifically designed to meet the unique needs of enterprise IT organizations These services can help reduce your IT help desk workload, manage your entire install base support needs, deliver executive-level performance reporting, and more 2
Table of Contents Global accounts support and services HP Priority Access HP Priority Access Plus HP Priority Management HP Priority Services Summary 3
Global Accounts Support and Services Our charter: Ensure that the support experience of our PC and printer products meets the higher expectations of our top accounts, and that we offer a more compelling experience than our competitors. We are advocates for our top accounts within HP, ensuring they have a great support experience. 4
HP Priority Access 5
HP Priority Services Overview Priority Access Priority Access Plus Priority Management HP Priority Access Service provides direct access to highly skilled remote support agents for your IT help desk agents. It delivers a globally consistent experience in over 60 countries and more than 20 languages. HP Priority Access Plus Service provides all features of HP Priority Access Service plus an assigned remote point of contact and executive level reporting on a quarterly basis. HP Priority Management Service provides all features of HP Priority Access Service plus a global support manager, parts prioritization, performance monitoring, reporting, and proactive planning. 6
HP Priority Access Features and benefits Technical Support Designed for IT Global experience Direct access Online Case Management Tools Designed to support your IT professionals, not end users Leverage your diagnosis, bypassing standard troubleshooting steps Results in substantially shorter support call times, so you can get back to business Global procurement process Access to specially trained support specialists in more than 60 countries and over 20 languages Enjoy a consistent, premium support experience globally Resolve your PC IT issues faster with a toll-free number and a unique PIN Customer IT help desk teams get you prioritized access to specially trained HP IT support professionals. Support tools are at your finger tips with web-based submission and tracking solutions The HP Support Case Manager (SCM) provides 24x7 access and enables the Customer to submit and manage support cases via the Internet Additional access information is included in program onboarding information that is sent to the Customer upon purchase. Global, direct access to highly skilled remote support agents for your IT help desk agents. 7 Priority Access requires a 250-seat minimum of HP PC and/or HP commercial printers. Device minimum installed bases require a valid HP warranty or HP extended hardware service contract. HP services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product.
HP Priority Access Coverage Global coverage More than 60 countries worldwide Over 20 call center languages + Coverage for100 % of their in-warranty install base of HP PC and commercial + printer units; limited to the following PC products: Desktops* Notebooks Workstations* Retail point of sale products Thin Clients Tablets Independent of any other service offerings Coverage duration can be purchased for up to 5 years. Requires a 250-seat minimum of HP PC and/or HP commercial printers that are under HP warranty or HP extended hardware service contract.. * HP monitors will be included with the desktop or workstation unit. 8
HP Priority Access Online Tools Online support case manager Features Submit a new case: Submit cases to an HP support agent for your HP products. Update existing cases: Add text comments or upload files to cases. View existing cases: Review detailed information of any of your cases, including your comments and replies from HP support center agents. Case reporting: Generate reports for your current or historical support cases. Check whether they have been updated since your last visit. Initiate case closure: Request open cases to be closed by an HP support agent. Benefits Get back to business: Save time using the web vs. phone no phone queues. Convenient: Available 24/7. Get online status updates at any time. Save time: Attach troubleshooting information directly to your support case (e.g., log files, screen shots, error messages). You can embed the support case details in your own case documentation or workflow management system. 9
Priority Access: Qualifications Must have an IT Department that conducts hardware diagnosis for the Customer s end-user HP technical issues. Customers purchasing Priority Access must have an installed base of at least 250 in-warranty HP PC and/or commercial printer units. Must have a valid HP warranty, Care Pack or hardware service contract for any hardware receiving this service. 10
Customer benefits from Priority Access For multinational companies who would like a consistent level of care in all countries they do business in. For customers who have already diagnosed repair and require a fast-tracked support resolution experience. For customers who want to log and manage cases online, maximizing the productivity of their IT Department. 11
HP Priority Access Plus 12
HP Priority Services Overview Priority Access Priority Access Plus Priority Management HP Priority Access Service provides direct access to highly skilled remote support agents for your IT help desk agents. It delivers a globally consistent experience in over 60 countries and more than 20 languages. HP Priority Access Plus Service provides all features of HP Priority Access Service plus an assigned remote point of contact and executive level reporting on a quarterly basis. HP Priority Management Service provides all features of HP Priority Access Service plus a global support manager, parts prioritization, performance monitoring, reporting, and proactive planning. 13
HP Priority Access Plus* Features and benefits Assigned Support Professional Case Management Performance Management Problem Management An HP Global Customer Support Manager (GCSM) assigned to the Customer. If an issue does arise that requires special attention, the CSM will act as the Customer s single point of contact within HP. Resolve your PC IT issues faster with a tollfree number and a unique PIN Provides a dedicated remote support expert to manage and address the Customer s support needs. This feature provides a dedicated remote support expert to manage and address the Customer's support needs Executive-level reporting quarterly on product quality and service status, to help keep business up and running Offers the features of Priority Access, plus access to advanced support agents, regular reporting of support cases and a dedicated escalation path. 14 * Includes Priority Access Priority Access Plus requires a 1,000-device minimum of HP PC and/or HP commercial printers. Device minimum installed bases require a valid HP warranty or HP extended hardware service contract. HP services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product.
HP Priority Access Plus Coverage Global coverage More than 60 countries worldwide Over 20 call center languages Coverage for100 % of their in-warranty + install base of HP PC and commercial + printer units; limited to the following PC products: Desktops* Notebooks Workstations* Retail point of sale products Thin Clients Tablets Independent of any other service offerings Coverage duration can be purchased for up to 5 years. Requires a 1,000-device minimum of HP PC and/or HP commercial printers that are under HP warranty or HP extended hardware service contract. * HP monitors will be included with the desktop or workstation unit. 15
Priority Access Plus: Qualifications The Customer must have an IT department or a Customer-authorized IT help desk service provider that conducts hardware diagnosis for the Customer s end-user HP technical issues. Must have an install base of at least 1000 in-warranty HP PC and/or HP commercial printer units. Device minimum installed bases require a valid HP warranty or HP extended hardware service contract. 16
Customer benefits from Priority Access Plus Includes all features of the Priority Access Service Provides an assigned remote point of contact to manage your support needs Delivers Executive level reporting on a quarterly basis 17
HP Priority Management 18
HP Priority Services Overview Priority Access Priority Access Plus Priority Management HP Priority Access Service provides direct access to highly skilled remote support agents for your IT help desk agents. It delivers a globally consistent experience in over 60 countries and more than 20 languages. HP Priority Access Plus Service provides all features of HP Priority Access Service plus an assigned remote point of contact and executive level reporting on a quarterly basis HP Priority Management Service provides all features of HP Priority Access Service plus a global support manager, parts prioritization, performance monitoring, reporting, and proactive planning. 19
HP Priority Management* Features and benefits Assigned support contact Proactive support plan Problem management Performance management Parts prioritization Your Customer Support Manager covers all countries and territories where HP or partners sell products they will serve as an additional member of your HP account team. Support plan designed and tailored to meet your business and strategic IT requirements and needs. Enjoy peace of mind knowing that a dedicated support expert is proactively managing and addressing your support needs and performance, so you do not have to. Keep your technology up and running with regular status communications and executive level reporting that assesses your company s unique product quality and service status. Optimize business uptime through parts order management prioritization for everyday technical issues. Dedicated contact helping to manage all of your device support needs will ensure a consistent, premium support experience globally 20 * Includes Priority Access Priority Management requires a 1,000-device minimum of HP PC and/or HP commercial printers. Device minimum installed bases require a valid HP warranty or HP extended hardware service contract. disclose: HP services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product.
HP Priority Management Coverage Global coverage Your Customer Support Manager supports all countries and territories where HP or partners sell products. More than 60 countries worldwide. Except for parts prioritization which is covered in 55+ countries* Coverage for100 % of their in-warranty + install base of HP PC and commercial + printer units; limited to the following PC products: Desktops** Notebooks Workstations Retail point of sale products Thin Clients Tablets Independent of any other service offerings Coverage duration can be purchased for up to 5 years. Requires a 1,000-device minimum of HP PC and/or HP commercial printers that are under HP warranty or HP extended hardware service contract. 21 *Parts prioritization is not available in the following countries: Dominican Republic, Ecuador, Guatemala, Honduras, Nicaragua, and Uruguay. ** HP monitors will be included with the desktop or workstation unit.
Priority Management Qualifications Must have an IT Department that conducts hardware diagnosis for the Customer s end-user HP technical issues. Customers purchasing Priority Management must have an installed base of at least 1,000 in-warranty HP PC and/or commercial printer units. Must have a valid HP warranty, Care Pack or hardware service contract for any hardware receiving this service. 22
Customer benefits from Priority Management Dedicated HP Support manager who is managing and addressing your support needs and performance, plus executive reporting. Parts order management prioritization for everyday technical issues, helping you keep your business up and running. Enjoy a comprehensive premium support experience that proactively addresses your current and future needs. 23
HP Priority Services How to Order? Sold as HP Care Packs- Contact your HP Sales Representative for details For PCs For Print Part Numbers Description Part Numbers Description U7C98E 1yr Priority Access U1PB1E 1yr Priority Access U7C99E 3yr Priority Access U1PB2E 3yr Priority Access U1PV6E 4yr Priority Access U4ZX6E 4yr Priority Access U1PV7E 5yr Priority Access U4ZX7E 5yr Priority Access U9DL9E 1yr Priority Access Plus U9DB6E 1yr Priority Access Plus U9DM0E 3yr Priority Access Plus U9DB7E 3yr Priority Access Plus U9DM1E 4yr Priority Access Plus U9DB8E 4yr Priority Access Plus U9DM2E 5yr Priority Access Plus U9DB9E 5yr Priority Access Plus U7D00E 1yr Priority Management U1PB3E 1yr Priority Management U7D01E 3yr Priority Management U1PB4E 3yr Priority Management U1PV8E 4yr Priority Management U4ZX8E 4yr Priority Management U1PV9E 5yr Priority Management U4ZX9E 5yr Priority Management 24
HP Priority Services - Summary 25
HP Priority Services Summary Priority Access Priority Access Plus Priority Management Technical Support Design for IT Global Experience Direct Access Online Case Management Tools Assigned Support Contact Performance Reporting Problem Management Parts Prioritization Proactive Support Plan Performance management Up to 5-years duration of service 250 seats Minimum of HP PC and/or HP commercial printers. Minimum 1000 units of HP PC and/or HP commercial printers. Minimum 1000 units of HP PC and/or HP commercial printers. 26
HP Priority Services Summary Making support easier for enterprises World class customer support experience Improved IT Help Desk productivity Trusted IT partner relationship 27
Geographic coverage Region Americas Europe, Middle East, and Africa Asia Pacific and Japan Countries Argentina, Brazil, Canada, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Peru, Puerto Rico, Uruguay, United States, Venezuela Austria, Belgium, Czech Republic, Denmark, Egypt, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Luxembourg, Morocco, the Netherlands, Nigeria, Norway, Poland, Portugal, Qatar, Russia, Saudi Arabia, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, Philippines, South Korea, Singapore, Taiwan, Thailand Languages supported The following languages are supported by HP support centers: Bahasa, Cantonese, Czech, Danish, Dutch, English, Finnish, French, German, Hindi, Italian, Japanese, Korean, Mandarin, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, and Turkish. 28
Service eligibility Only HP PC and commercial printer products and HP-supported products that are sold by HP or an HP authorized reseller are eligible; the service is limited to the following PC products: desktops, notebooks, workstations, retail point-of-sale products, thin clients, and tablets. HP monitors will be included with the desktop or workstation unit The customer must have a valid HP warranty, Care Pack or hardware service contract for any hardware receiving this service HP requires that Customers cover 100 percent of their in-warranty installed base of HP PC and commercial printer units when purchasing Priority Services The Customer must have an IT department or a Customer-authorized IT help desk service provider that conducts hardware diagnosis for the Customer s end-user HP technical issues. Only the Customer s IT help desk professional or those of a Customer-authorized partner will be allowed to contact Priority Services for support Customers purchasing Priority Access must have an installed base of at least 250 in-warranty HP PC and/or commercial printer units Customers purchasing Priority Management must have an installed base of at least 1,000 in-warranty HP PC and/or commercial printer units Customers purchasing Priority Access Plus must have an install base of at least 1000 in-warranty HP PC units 29
Customer responsibilities If the Customer does not act upon the specified Customer responsibilities, at HP s discretion, HP or the HP authorized service provider will i) not be obligated to deliver the services as described or ii) perform such service at the Customer s expense at the prevailing time and material rates. The customer will: Provide an accurate estimate of the entire HP installed base with a valid HP warranty, Care Pack or hardware service contract Prior to a support incident, conduct internal troubleshooting and diagnosis During a support incident, have the Customer s designated support contact perform the following: Provide all information necessary for HP to deliver timely and professional support and to enable HP to determine the level of support eligibility Perform other reasonable activities to help HP identify or resolve problems, as requested by HP 30
Service limitations Activities such as, but not limited to, the following are excluded from this service: Hardware without a valid HP warranty, Care Pack or hardware service contract (except as noted in the Service eligibility section ) Resolution of hardware-related problems encountered during the verification testing process, unless covered by an active HP warranty or an applicable HP Hardware Support agreement Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP Services required due to failure of the Customer to take avoidance action previously advised by HP Services that, in the opinion of HP, are required due to unauthorized attempts by non-hp personnel to install, repair, maintain, or modify hardware, firmware, or software Any services not clearly specified in this document Parts prioritization is not available in the following countries: Dominican Republic, Ecuador, Guatemala, Honduras, Nicaragua, and Uruguay. + + + + + 31
General provisions/other exclusions Priority Services activation process will begin within 30 days of purchase HP reserves the right to deny this service if the Customer provides inaccurate or fraudulent information regarding the Customer s in-warranty installed base HP reserves the right to conduct routine audits of the Customer s in-warranty installed base to ensure that there is an accurate sizing of the fleet HP s ability to deliver this service is dependent upon the Customer s full and timely cooperation with HP, as well as the accuracy and completeness of any information and data the Customer provides to HP Geographic locations and languages are subject to change 32
Thank you C04515520, May 2016, Rev 2 33