 |
» |
|
|
|
|
|
|
|
|
Business Support Center Improvements Coming Soon
We are pleased to inform you that you will now have a more personalized support portal experience. This new experience will include all the capabilities you use and value today as well as new and enhanced features.
The new support portal HP Support Center (
click here to go to HP Support Center
) has a new and improved design, easy navigation, additional support content for your products with a warranty or contract authorization, easy access to product warranty information and improved case management. You can continue to access the same documentation, downloads, and tools such as warranty lookup, case management, chat, customer self-repair, guided troubleshooting, and proactive notifications as you do today. Key enhancements details
Product selection options:
The options to select a product in HP Support Center include:
Find an HP Product by Search
where you can enter your product name or number to locate your product and navigate to a product support page.
Browse all HP Products
where you can choose through a series of drop-downs to select you product.
Find Products
in my Profile where you can select from products you have recently visited when you have signed in with HP Passport.
Recent Products
also shows products you have recently visited on the portal in the current session (no sign-in required). The last three browsed products during your visit will be saved for easy navigation. However, if you are signed into HP Support Center through your HP Passport, your browsed products will be added to your full list of products.
Enter product Serial Number
where you can supply your serial number to look up the product. This has the added benefit of also determining your warranty status. You can then add this serial number to your profile to store for future visits to the portal.
Improved Search:
Users can now select a product prior to conducting a search. This will limit the results to that specific product and the key words that were entered.
Support Case Manager:
Users can submit a case using only a valid device serial number. Also new are options for pre-filling case information, a case report function, and a “My recent cases�? list available on SCM main page.
Cases created on the Business Support Center (BSC) will not be displayed in the “My recent cases�? list in the HP Support Center Portal. To view a case created on BSC, you will need to know the case ID and entitlement information (serial number or product number) used to create the case. Please keep a record of your BSC cases for reference.
Please note that on HP Support Center you need to maintain case history as you will only be able to acess closed cases for up to 30 days.
Warranty Check:
In addition to looking up your current warranty status, you now have the option to link warranties to your HP Support Center profile. This will give you access to warranty information and other support options related to your warranties.
Manage my contract & warranties:
Users who have signed in to HP Support Center with HP Passport have the ability to link their contracts and warranties to their account and thereby are granted associated privileges on HP Support Center. For example, you may be able to log a case, get additional support content, get access to operating system patches and more, depending on the contracts, warranties, and HP Care Packs that you have linked to your account.
Downloads:
Access to binary downloads are now available via http protocol instead of the ftp protocol previously used. This reduces issues with customers who have firewall restrictions for ftp.
Top issues:
Provides a view of support issues and solutions identified by HP Product Support or the HP Response Center for a specific product or product family.
Most viewed solutions:
Shows documents that have received the most visits by HP customers and agents.
Insight Online:
My IT Environment is available for HP Support Center users who have signed in with HP Passport. It provides one-stop personalized, secure access to support the devices in your IT environment. It also provides access to Service Credits for users who have one or more Mission Critical proactive services support agreements.
For more details on HP Support Center, see the following:
|
|
Printable version
