Standard HP. Support process. Process Flow

1.

Standard HP
Support process
Process Flow
Local Whole Unit
Exchange
HP Service
Provider
Customer
Web
Refer to Training
Material
Elevate to 1.5 / 2
LS
No
Diagnose pro blem
Able to Fix ?
Contact Center
No
Problem
identified?
No
Escalate to RSPM
Partner Able to
Repair
Logs CDAX Case
CSM Confirms High
Value Printer
Yes
Diagnose pro blem
Log GCSN Case
Yes
Escalate to ATS
Yes
No
HW Problem?
Yes
Refer Customer to
serv ice provider
Order Part
Yes
No
Replace part
Yes
ETA Available
EMEA Standard
Process
Request Local
Exchange
Partner Logs Labor
Claim Only
No
For compliance
purpose only
Remote resolve
Escalate to RSPM /
CSM
Close and Submit
GC SN Case
Same printer
Model Available
locally?
Close CDAX
Case
Escalate to CRT
Partner Purchase
printer locally
No
GC SN
Reimbursement
for Parts & Labor
EMEA Standard
Process
Yes
Partner provide
invoice copy to
RSPM
High Value
Printer
RSPM request PO
Yes
No
PO Includes
Material and
Labor cost
Channel Ops
create manual PO