HP Priority Services - Overview
Premium enterprise-level global support for your entire Install base.
May 2016
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
Table of Contents
Global accounts support and services
HP Priority Access
HP Priority Access Plus
HP Priority Management
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.”
HP Priority Access
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.
HP Priority Access
Features and benefits
• 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.
Technical Support
Designed for IT Global experience Direct access Online Case
Management Tools
• 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.
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.
Online support case manager
HP Priority Access Online Tools
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.
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.
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.
HP Priority Access Plus
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.
HP Priority Access Plus*
Features and benefits
Offers the features of Priority Access, plus access to advanced support agents, regular reporting of support cases and a dedicated escalation path.
• 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 toll- free number and a unique PIN
• 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
* 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
Assigned Support Professional Case Management Problem Management Performance Management
• This feature provides a dedicated remote support expert to manage and address the Customer's support needs
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
• 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
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.
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
HP Priority Management
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.
HP Priority Management*
Features and benefits
Dedicated contact – helping to manage all of your device support needs – will ensure a consistent, premium support experience globally
* Includes Priority Access
• 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.
Assigned
support contact
Proactive support plan
Problem management
Performance management
• 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.
Parts
prioritization
• Optimize business uptime through parts order management prioritization for everyday
technical issues.
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
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
• 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
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.
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.
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
HP Priority Services - Summary
Priority Access
Priority
Access Plus Priority Management
HP Priority Services Summary
Global Experience
Performance management Proactive Support Plan
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.
Online Case Management Tools
Assigned Support Contact
Direct Access
Parts Prioritization
Problem Management Performance Reporting
Technical Support Design for IT
HP Priority Services Summary
Making support easier for enterprises
World class customer support experience
Improved IT Help Desk productivity
Geographic coverage
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.
Region Countries
Americas Argentina, Brazil, Canada, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Peru, Puerto Rico, Uruguay, United States, Venezuela Europe, Middle East, and Africa 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
Asia Pacific and Japan Australia, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, Philippines, South Korea, Singapore, Taiwan, Thailand
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
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.
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
Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
Provide all information necessary for HP to deliver timely and professional support and to enable HP to determine the level of support eligibility
During a support incident, have the Customer’s designated support contact perform the following:
The customer will:
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
+ + + + +
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
