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Based on valuable customer feedback, HP has made investments to expand web-based capabilities to its existing software support. Along with these new capabilities, certain levels of the HP Software Support Online site are now restricted to customers with a valid HP Software support contract and may require sign-in registration.
» Access to software support online
» Register for HP Passport
» Software support online
» Expanded capabilities
Access to software support online
In June, we introduced three main levels of access to software support online, that will be segmented by: "all visitors", "visitors with sign-in", and "customers with an active contract". The following chart outlines the available information and support services within each access level:
| User level |
Sign on requirements |
Available information |
| 1 - All users |
No sign-in required |
- Registration link to HP Passport
- HP Software Customer Connection main page
- Services collateral: datasheets, service descriptions
- News and highlights
- Event news
- License, password process static docs
- Support contact numbers by country
- Links to available services where registration is required
- Managing contracts (Support Contract Assistant)
- Partner care and SAPP main page
- Remote sessions
- Link to manuals page
- Link to ITRC forums
- Demo and download link
|
| 2 - Visitors with sign-in |
Sign-in required via HP Passport (Support contract not required) |
- Subscription services: patches notification
- HP Software Customer Connection membership page
- Obsolescence information
- Patches
- Demo/Download bits
|
| 3 -Active contracts |
Sign-in required with contract information. (Support contract required) |
- Knowledge engineering notes
- Enhancement requests
- Known problems
- Software license history
- Software discovery
- 24x7 Intelligent response
- Case management (log/track cases)
|
Access to level 2 information is available to customers without a valid support contract. These customers are required to register with HP Passport for a sign-in ID.
» Register for an HP Passport ID
» HP Passport FAQ
Access to level 3 information, which includes the new Web capabilities such as software discovery will be available to existing software support customers with valid support contracts and a valid support agreement ID (SAID) or system handle. The system handle must be added to your HP Passport profile.
If you have a support contract and cannot access tier 3, please sign-in to HP Passport and go to the Investigate Support Contract link. If you would like to review your current contract, visit the Support Contract Assistant located at http://www.esca.hp.com/.
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Software support online
HP Software Support Online provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed to manage your business. As a valuable support customer, you can benefit by being able to:
- Search for knowledge documents of interest
- Submit and track progress on support cases
- Manage a support contract
- Look up HP support contacts
- Review information about available services
- Enter discussions with other software customers
- Research and register for software training
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Expanded capabilities
When customers log a case on the web, an automated response with recommendations generated from our knowledge databases and technical forums, will be e-mailed to the customer minutes after the case is logged. This is one of the many improved web capabilities, which also include auto-discovery of licensed software and license history reporting that delivers detection, collection, and analysis of software faults.
These web capabilities will only be available for HP OpenView software customers with valid support contracts.
Don't miss out on the expanded capabilities to your Software Support Online! If you are not a current HP OpenView support customer, but would like to purchase support, please contact your regional HP representative today:
» North America
» Latin America
» Europe, Middle East, Africa
» Asia Pacific
» Japan
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Printable version
HP Passport
Active contract
Premium contract