Unit In Concern
HP Software (Data Protector)
Description
Instead of logging the software issue online, there should be a way to login the issue by mail, behalf of the customer.
Fix
- When making support request to HP, about a software issue, one would have to login to HP software support portal and log the issue online. Web site needs to be used is below
- In order to do this one should have HP passport account.
- When the case was logged, HP will contact the person who owns the passport account. In this case, it would not be the application administrator.
- In such a moment partner should be able to logged the case on behalf of customer, where HP support will directly contact the customer (application administrator).
- In order to log the HP software support case, partner should use below template and send it to the address given below.
hp-software-support@hp.com
- With the HP's split on 2015, mail address was changed to below.
hpe-software-support@hpe.com
Issue Escalation Template
Customer Details / Country
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Case Login Date & Time PST
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07/03/2016 ; 12:37( GMT+5.30)
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Customer Name/Location
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Customer’s Authorized Person Details
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Secondary Contact Details
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Name (+94 xx xxx xxxx/ name@mail.com)
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Support Contract Details / Status
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System Handle/SAID
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Product Model & Serial Number
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HP DP 6.20 / B6961BAE(part number)
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Support Contract Status
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SLA Pending
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SLA
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<Contract ID>
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Special Notes
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Case Details
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Call Type (hardware / software)
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Software
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Priority Level (1= Critical, 2=Major, 3=Minor)
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2
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Operating System & Version (If Applicable)
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Windows 2008 R2
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Problem Description
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Findings & Work Done
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