In our recent announcement on “HP software’s multi-million dollar support investment program” we communicated our high level plans around 4 key initiatives: Access to Support, First contact experience, Time-to-resolution and Web experience.

We are now pleased to share with you some enhancements we have made to your web experience.

1. Software Support Online
   Find out about new features released in April
   Improving availability for you


2. Future Enhancements
   Providing better visibility of closed Mercury cases


3. SAID (Support Agreement ID)
   Do you need help with SAID?


4. Duty Manager Process
   Understand the Duty Manager process

Software Support Online
Online support features patch is released:
In April we successfully deployed the following features to SSO and SPARKS

1. Self Solve, Patches, and Manuals to include a Natural Language Search
2. Support case look-up capabilities that allow customers to review “Cases submitted by Me” and all cases created for “All Cases for my SAID’s”. * see comment at end
3. Email Subscription Service now allows you to subscribe to HP Patch Release Notifications.
4. Automatic email notification whenever a support case status changes to “Pending Customer” or “Resolved”.
5. Email templates for Case Submission confirmations, including more pertinent case information and direct links to the support ticket.

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Software Support Online Availability:
We are continuing to improve SSO availability and in the last few weeks have implemented portal upgrades. These upgrades were applied during low-demand hours, so as to minimize any inconvenience. If you experience any system unavailability please try again later or use the duty manager process described below.

Future Enhancements

Improved visibility of closed Mercury cases
We are continuing to map 500,000 legacy Mercury and legacy Peregrine closed case records to new Support Agreement IDs. Upon completion all legacy cases will be visible on HP SSO.

In addition, we are aggressively working toward adding more features and enhancing functionality. We are committed to making HP SSO your ‘one-stop shop’ for online support at HP Software.

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SAID (Support Agreement ID) (12 digit number that identifies your maintenance contract & used when logging support cases).

If you are experiencing problems with your SAID, log a ‘Trust-based’ support case either online or via the phone until the contract issue is resolved. These issues will NOT be viewable online as there is no account number associated with them.
If you are experiencing difficulty using your SAID number, please follow the online steps to allow us to research your contract at: www.hp.com/go/hpsoftware/entitlement/investigation

Please note: You will only need a HP Passport login to submit this form.

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Duty Manager Process

The HP Duty Manager Process is designed to assist you when you need it most. If you feel your case is not progressing to your satisfaction, call your local Software Support center and ask to speak with a duty manager. More information on this process will be posted to the Software Support Online Portal shortly.

Local Software Support center phone numbers can be found at:
www.hp.com/go/hpsoftwaresupport/contact_list

We look forward to providing with further updates on any upcoming SSO features and release dates.

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Resources:

» SSO Portal
For web resources and documents

» FAQ
A useful document providing answers to frequently asked customer questions

» HP SSO Customer Training
A recorded training session giving useful information about Software Support Online