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When and how to contact us |
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If you are covered by an HP service contract for system support (e.g. hardware
support, software support), your particular offering determines when and how you may contact us. For
instance, you may need to contact us on the web (TWS) for non-urgent questions and to review the status
of an open case. However, for critical system or application-down problems, the full resources of our
worldwide centers are available to you 24 hours a day, 7 days a week, 365 days a year. Please refer to the
contact information link on the web site to locate
your local support telephone number.
To assist you as quickly as possible, a GMCSC representative may request the following information:
- Your name and company name
- Your system number
- A contact name and telephone number
- The product involved
- The business impact
- Pertinent documentation/information (e.g. dump, trace, error messages)
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What we do |
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The GMCSC provides specialized services that keep your NonStop and S5000 systems
running optimally:
- System support - The GMCSC can provide corrective hardware and software system support.
- Problem determination and resolution - The GMCSC works with your organization and members of
the customer support team to determine the cause of failure in a hardware or software product - and
may directly or indirectly provide hardware and/or software defect support.
- Problem determination and documentation - After initial problem determination by you and the GMCSC,
the GMCSC locations and documents defects in HP software products and provides the necessary support
information to HP support and development organizations.
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How the process works |
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When you contact the GMCSC, we log your call, confirm that you are entitled to the
service you are requesting, and move your call to a technical resource, usually within minutes.
If you are reporting a hardware problem, your call will normally be routed to a support specialist who can
remotely diagnose the problem and, if required, affect the swift dispatch of a field technician and the
correct part.
If you are reporting a software problem, one of our support specialists will quickly begin the process of
clearly defining the problem and finding a solution. Our centers are organized to provide a continuity of
contact throughout the management of your case. As necessary, the support specialist will "team" with
additional problem solvers.
Coupled with the utilization of knowledge management tools, this ensures that your problem will be
resolved as quickly as possible.
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Impact on your Business |
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When you contact the GMCSC, we will need to know the impact the question or
problem is having on your business. It helps us if you report the incident using one of the following:
no impact: You have a general question or need for information.
minor: You have identified an isolated or localized problem that does not significantly impact
your business operations.
major: The performance of a system or application has been interrupted and there is a risk of
recurrence; intermittent failures or interrupts are impacting your business operations significantly.
critical: Your system or application is down or at high risk; you cannot conduct business because
there are continual failures or data corruption.
The action taken by your GMCSC representative will correspond to both the urgency of the situation and the
terms of your contract.
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Sustaining Engineering |
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If the GMCSC product specialist determines that the technical issue is the result of a design
defect, the specialist passes it on to Sustaining Engineering. Sustaining Engineering is responsible for
developing the relief strategy in partnership with the GMCSC. This may require debugging the problem to identify
potential workarounds or the development of a temporary fix.
In addition, Sustaining Engineering works with the GMCSC and other organizations to improve product usability,
so that the next update or version of the product better addresses your needs.
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Software Support milestones |
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We track the resolution of your request through five milestones:
- Support requests: Your call or online support request.
- Contact: We begin the exchange of information that helps us understand technically what the
problem is.
- Relief: We deliver the fastest possible solution or workaround that solves the problem--at
least temporarily--until a comprehensive solution is available.
- Formal Fix: We provide a packaged solution that is product assured and tested in the form of a
product update, version, or release.
- Close: You concur that the problem has been solved.
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Our Goal: Your satisfaction |
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HP measures the results of this process against customer-focused service
levels for these milestones: contact, relief, and formal fix. Information collected through this worldwide
system ensures your satisfaction as well as ongoing improvements in HP's products and services.
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Partner Product Support |
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As a partner who develops applications that run on the HP NonStop platform,
you know how demanding customers are about technical support. With HP Partner Product Support (PPS), HP
partners can offer their customers direct access to the knowledge and expertise of the GMCSC - providing 24x7
response in support of your NonStop products. As part of your solution HP offers the following support
programs:
Customer Request Support: Your customer calls the GMCSC, and we create an incident report for your
product. We route the incient to your support center for technical analysis. Your customers are able to
report problems at any time - 24x7, 365 days per year.
Customer Technical Support: As with Customer Request Support, the GMCSC takes the initial call from
your customer. In addition, we help customers resolve usage and configuration questions on your
products 24x7 - providing true around-the-clock technical support. Complex problems and product defects
are routed to your second level support organization.
Product Technical Support: With the comprehensive support offering, we perform the same level of
analysis for your products that we do for our own NonStop products. We take your customers' calls 24x7,
answer usage and configuration questions, and if required, analyze your product's source code to provide
a workaround or isolate a software defect. Every time we resolve a new problem, our technical specialist
creates and entry in our knowledge management system so that the other customers can readily find the
problem/resolution in the future.
HP will work with your organization to develop a Support Plan and a Service Level Agreement depending on
the level of support you require.
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Premium Support Offerings |
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In addition to the support offered by the GMCSC, HP offers a variety of
premium services to meet your needs. Please
see Support Portfolio Options for more details.
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