HP Inc. Channel Services Network - Hewlett Packard · Web viewThe purpose of this guide is to help...

6/1/2017

HP Inc. Channel Services Network

Rev. # 01-06-17


NOTICE

ã Copyright 2005, 2016 HP Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Microsoft and Windows are either trademarks or registered trademarks of Microsoft Corporation in the U.S. and/or other countries.

HP Inc. Channel Services Network Partner Guide to the HP Care Pack Services Tool

© 2017 HP Development Company, L.P. HP Confidential. For HP and Channel Partner training

purposes only. 1


Table of contentsSection 1- HP Care Pack Services Tool Overview.......................................

Section 2 - Minimum System Requirements..............................................

Section 3 - Starting the System.................................................................3.1 Launching HP Inc. Channel Services Network..........................................3.2 HP Inc. Channel Services Network Login Procedure.................................3.3 Login Error Messages...............................................................................

Section 4 - HP Care Pack Services Tool Home Page (speedcode – ELFM).................................................................................................................10

4.1 Standard Menu on Most HP Inc. Channel Services Network Pages.........104.2 Using the HP Care Pack Services Tool Home Page and Navigation Bar..................................................................................................................... 11

Section 5 - Find an HP Care Pack Service (speedcode – ELFC).................155.1 Hardware Support Services....................................................................165.2 Consulting and Managed Services and Educational Services.................205.3 Software Support Services.....................................................................23

Section 6 - Order HP Care Pack Services (Assignment Mandatory) (speedcode – ELFO)..................................................................................27

6.1 Starting an Order (Order Assignment Mandatory).................................276.2 Assigning Order to a Reseller.................................................................296.3 Assigning Order to an End Customer.....................................................33

Section 7 - Order HP Care Pack Services (Assignment Not Mandatory) (speedcode – ELFO)..................................................................................38

7.1 Starting an Order (Order Assignment NOT Mandatory)..........................387.2 Assigning Order to a Reseller.................................................................427.3 Assigning Order to an End Customer.....................................................46

Section 8 - HP Care Pack Registration (speedcode – ELFR)......................50


purposes only. 2


Section 9 - Update Registration (speedcode – ELFT)..............................61

Section 10 – Partner Inquiries (speedcode – ELFI)...............................6410.1 Get Registration Report in Excel Format..............................................6610.2 Get Orders Detail Report in Excel Format............................................6810.3 Get the Sales Orders Placed within a Date Range and/or by the P.O. Number........................................................................................................7010.4 Perform an Inquiry on the Sales Order Number...................................7310.5 Find the Registration Information Based on Serial Number.................7510.6 Get the Registration Information Based on Care Pack Serial Number..................................................................................................................... 7710.7 Get Registrations Expiring in a Date Range Report..............................7810.8 Get Bulk Upload Status report..............................................................8010.9 Display Proof of Purchase based on Hardware Serial number and Product number...........................................................................................81

Section 11 – Bulk Ordering and Registration............................................8211.1 Bulk Ordering Only...............................................................................8211.2 Bulk Registration Only..........................................................................8611.3 Bulk Registration Guidelines................................................................8911.4 Bulk Registration Error Messages.........................................................8911.5 Proof of Purchase Upload.....................................................................9011.6 Bulk Ordering and Registration............................................................92

Section 12 – Bulk Registration for End Users (speedcode – ELEM)........97

Section 13 – Cancel an HP Care Pack Service (speedcode – ELCA)........101

Section 14 – Registration of Physical Care Pack Services (speedcode – ELER)......................................................................................................103

14.1 Registration of Physical HP Care Pack Services..................................10314.2 Look up previously registered HP Care Pack Service Information......105

Section 15 – HP Care Pack Services Lookup Tool...................................107

Section 16 – Assign an Order to Multiple Resellers or Customers..........108


purposes only. 3


16.1 Assigning an Order to Multiple Resellers or Customers......................10916.2 Multiple Assignment Inquiries............................................................112


purposes only. 4


Section 1- HP Care Pack Services Tool Overview The purpose of this guide is to help you better understand the HP Care Pack services tool, also called “ElfPack (Electronic Fixed Care Pack)” within HP Inc. Channel Services Network (HP CSN). In this increasingly complex world, partners need an easy way to find and select the appropriate services to compliment the sale of hardware. HP Services is driving the way forward with eSelling. The advantages of eSelling are important to HP, HP Services, our partners, and customers. eSelling promotes:

Ease of doing business Ease of selling Ease of buying Speed of doing business Worldwide access to products and service Constant availability to information about products and services

Partners discover even more positive attributes as they search out and select services online, including:

Representation — Up-front representation of services included with all applicable products

Accuracy — Accurate service information Consistency — Consistent location to find services when selecting

products on the WebThe HP Care Pack services tool benefits distributors by enhancing the hassle - free HP Care Pack services purchase experience, where everything is taken care of at the time of purchase. There is no need to wait for a packaged service to be delivered; it is available instantly. What is more, the electronic HP Care Pack services tool has a positive environmental impact; eliminating the use of paper goods, storage, and movement of physical stock.

© 2016 HP Development Company, L.P.HP Confidential. For HP and Channel Partner training purposes only

5


Section 2 - Minimum System Requirements

HP Inc. Channel Services Network (HP CSN) has been tested and supports Internet Explorer 8.0 and higher on Microsoft Windows platforms as well as other browsers like; Firefox, Chrome and Safari. Please contact http://www8.hp.com/us/en/contact-hp/contact.html if you have any additional questions regarding browser requirements or compatibility

issues while using HP CSN.


6

Notes: - You do not have to specify any particular security settings under Internet Options. HP CSN does not make use of any Active-X controls, so the application works fine even at high security settings.

- HP recommends that you delete all Temporary Internet Files regularly and with each new release of HP CSN.

http://www8.hp.com/us/en/contact-hp/contact.html


Section 3 - Starting the System3.1 Launching HP Inc. Channel Services NetworkThe HP Care Pack services tool is located within the HP CSN system. To access HP CSN, go to https://h30125.www3.hp.com/hpcsn/?hpp.


7

Notes: - To access the system you must be a member of the HP CSN virtual community.

- If your company is currently an HP Authorized Reseller or Service Provider, but IS NOT a member of the HP CSN community, go to https://h30125.www3.hp.com/hpcsn/?hpp to apply for membership.

- If your company is currently an HP Authorized Reseller or Service Provider and IS a member of the HP CSN community, please contact your company’s HP CSN Administrator to add an additional user or location.


3.2 HP Inc. Channel Services Network Login Procedure

Step1 - Enter a valid “user id”. Step 2 - Enter a valid “password”. Step 3 - Click the “Go” button.

HP Inc. Channel Services Network Login Screen


8


By entering a user id and password and following the login procedure, you are agreeing to the conditions mentioned below.


9

PLEASE REVIEW THE TERMS AND CONDITIONS SET FORTH BELOW PRIOR TO GAINING ACCESS TO THE HP NETWORK. Only those persons authorized by HP may use this network and only for legitimate business purposes. If you are not an authorized user, please disconnect now. HP has the capability and reserves the right to audit ALL computers and systems, including the file contents of such systems and computers, which are connected to the HP network. This message serves as notification of this fact to you. By completing the login process, you are consenting to such audits. If you object, discontinue the login process now. No further warning or notice will be given. Additionally, HP reserves the right to inspect, without further notice, all electronic communications, data, and information stored or transmitted on the HP network. HP also reserves the right to add necessary files to and modify the configuration of any connected computer or system to ensure both the security and integrity of the HP network. Misuse of the HP network is prohibited. Misuse includes:

1. Making unauthorized copies of software licensed to HP, or acquiring such;

2. Placing or using unauthorized software on any computer or system on the HP network;

3. Transmitting or forwarding proprietary data for other than legitimate HP business; and

4. Attempting or gaining access to systems or productivity units to which you have not been granted access.

HP will pursue legal remedies against any person who misappropriates or misuses the HP network to the full extent of the law. Any violation of this policy will result in appropriate sanctions, up to and including termination of business relationship. By completing the login process, you are consenting to the above terms of usage for the HP network. If you object, discontinue the login process now. No further warning or notice will be given.


3.3 Login Error MessagesIf you do not enter a valid HP CSN user ID or password, the following error

message displays: At this point, make sure that you are typing the correct user id and password. If you are certain that you are typing the correct information and still cannot login, click on the “login problems?” option or contact your company’s HP CSN Administrator for additional help.


10

ERROR: Invalid HP Passport user ID or password or you are using a legacy HP CSN user ID. For help, please click the "login problems" link.

Note: Please keep in mind that the password is case sensitive.


Section 4 - HP Care Pack Services Tool Home Page (speedcode – ELFM)

4.1 Standard Menu on Most HP Inc. Channel Services Network PagesFor your convenience, HP CSN has a standard menu or navigation bar (Contact HP CSN, My favorites, Tools, Useful links, Profile) available on top of most pages. “Contact HP CSN” — provides you with a quick and easy method for contacting HP for any comments, questions, suggestions and other feedback you may have.“My favorites” — for quick and easy access to the most frequently visited pages, add your favorite HP CSN locations here. Most pages within the system have an “Add this to My favorites” option under “My favorites” on the navigation bar. Once in the desired page, simply click on this option to add the page to your “My favorites” list.“Tools” — provides you with the tools and information you need to do business with HP in the most efficient way possible. “Useful links” — Use this functionality to access other HP systems and tools, designed to make it easy to do business with HP.“Profile” — use this functionality to update your personal profile information within HP CSN.“Logout” – enables you to leave the system once you finished navigating.


11


4.2 Using the HP Care Pack Services Tool Home Page and Navigation BarThe first step to understanding and using the HP Care Pack services tool, is to locate it.

Step 1 - Login to HP CSN.

Step 2 - From the HP CSN console page, click on the “service sales” tab.

HP CSN Console Page – Service Sales Tab View


12

Click on the “services

sales” Tab.

Click on the “hp care pack

services” menu


Step 3 - Click on the “HP Care Pack services links” menu item. At this point, the HP Care Pack services tool home page appears.

HP Care Pack Services Tool Home Page


13

Note: On occasion, an e-mail alert option will also appear on the navigation bar as needed

Standard Navigation Bar on All HP Care Pack

Services Tool


Navigation Navigation throughout the HP Care Pack services tool is easy. Each page within the tool has a standard navigation bar on the left side of the screen. Alternatively, you can add the HP Care Pack services tool speedcodes to your

list of favorites.

Speedcodes Specific to the HP Care Pack Services Tool ELFM —HP Care Pack Services Tool Home Page ELFC — Find an HP Care Pack Service ELFO — Order HP Care Pack Services ELFR — HP Care Pack Services Registration ELFT — Update Registration ELFI — Partner Inquiries ELFU — Bulk Ordering (and Bulk Ordering and Registration combined) ELFB — Bulk Registration ELCA — Cancel an Unregistered HP Care Pack Service ELER —Registration of Physical HP Care Pack Services ELNL —HP Care Pack Services Lookup Tool ELPP —Upload Proof of Purchase.


14

Note: Given the amount of information on the Registration pages, the left navigation bar is not seen. In this instance, use the HP Care Pack services tool speedcodes for navigation.

Enter the speedcode here

and press “Enter”


Process Flow – From Ordering to RegistrationWhile this guide is comprehensive and designed to give you step by step instructions for ordering, assigning and registering HP Care Pack services, most distributors will easily flow through all of these processes in 5-10 minutes. Still, we divide the guide and processes into sections to give you the flexibility to complete each task at your convenience, if you so choose. Data Entry Fields with a red asterisk (*)

Throughout the HP Care Pack services tool, you will notice that some data entry fields show a red asterisk (*), while others do not. These fields are required for processing. Please complete all fields with a red asterisk as applicable.


15


Section 5 - Find an HP Care Pack Service (speedcode – ELFC)

This feature allows you to search for HP Care Pack service product numbers, descriptions, and so on. HP Care Pack services offer upgraded service levels to extend and expand your standard product warranty with easy-to-buy, easy-to-use support packages that help you make the most of your hardware

and software investments. Step 1 - From the HP Care Pack services tool home page, choose the

“Catalog” option from the left navigation bar or enter the appropriate system speedcode listed in the title of this section.At this point, the “catalog” page appears.

Search for HP Care Pack Services Screen


16

Note: If you already know the HP Care Pack service product number, proceed directly to the ordering section of this manual.


Step 2 - Select the appropriate type of service and proceed to section 5.1 for hardware support services, section 5.2 for consulting and managed service and educational services, or section 5.3 for software support services.

5.1 Hardware Support ServicesThis feature includes information about services such as: 4-hour hardware support, hardware installation and setup, and integrated hardware and

software support. Step 3 - Click on the “Hardware Support Services” radio button.

Search for HP Care Pack Services – Hardware Support Services Screen

Step 4 - Select “By Product Description” or “By Hardware Product Number”.


17

Note: You must execute all steps in Section 5 before proceeding with this section. The Search for HP Care Pack Services screen you see directly below is where section 5.1 begins.

Note: To search by Product Description, proceed with steps 5a-5e, then skip to step 7. To search by Hardware Product Number, skip steps 5a-5e and proceed to steps 6a-6c.


Step 5a - Select the “By Product Description” option.

At this point, the “By Product Description” search options appear.

Hardware Support Services – Search “By Product Description”

Screen

Step 5b - Select the appropriate Product Group. Step 5c - Select the appropriate Product Type. Step 5d - Select the appropriate Product Family. Step 5e - Click on the “search” button.

At this point, the “Support Choices” page appears.

Step 6a - Select the “By Hardware Product Number” option.At this point, the “By Hardware Product Number” search option appears.


18


Hardware Support Services – Search “By Hardware Product Number” Screen

Step 6b - Enter the hardware Product Number. Step 6c - Click on the “search” button.

At this point, the “Support Choices” page appears. Hardware Support Services – “Support Choices” Screen


19


Step 7 - Select the appropriate services. Alternatively, you can click on the “select all services” button to view information on the available HP Care Pack services.

Step 8 - Click on the “go” button.

At this point, the “Available Services” page appears with HP Care Pack services product numbers and part descriptions.

Hardware Support Services – “Available Services” Screen

Step 9 - Select the appropriate HP Care Pack product(s).

Step 10 - Click on the “order” button.


20

Note: If HP Care Pack services are not available for this product, you will not see any product numbers or part descriptions.

Important Note! Once you select the first product number you wish to order, continue the search process until you have selected all of the services you need to order, then click on the order button.

Note: If you do not want to order the HP Care Pack service at this time, make note of the product number and part description. When you are ready to order, follow the “Order HP Care Pack Services” instructions in this guide.


5.2 Consulting and Managed Services and Educational ServicesThis feature includes information about various services, including:

Consulting and Managed Services – remote monitoring, deployment and implementation services, onsite support planning and site surveys

Educational Services – Available for HP- UX; OpenView OVO and NNM; Microsoft 2000and .NET; ProLiant servers; Linux; storage systems; etc.

Step 3 - Click on the “Consulting and Support Services” or “Educational Services” radio button.


21

Note: You must execute all steps in Section 5 before proceeding with this section. The Search for HP Care Pack Services screen you see directly below is where section 5.2 begins.

Note: “Educational Services” is the example throughout this section. No additional search criteria are necessary to find “Consulting and Support Services”. Simply choose the appropriate radio button.


Search for HP Care Pack Services – “Educational Services”

Screen Step 4 - Click on the “search” button.

At this point, the “Support Choices” page appears. This screen might vary depending on the support services radio button chosen.

Consulting and Managed Services & Educational Services – “Support

Choices” Screen


22



Step 6 - Click on the “go” button.At this point, the “Available Services” page appears with HP Care Pack services product numbers and part descriptions.


23



Consulting and Managed Services & Educational Services –

“Available Services” Screen




24




5.3 Software Support ServicesThis feature includes information about Software Support Services, including Software technical assistance, software updates, and software installation

and setup. Step 3 - Click on the “Software Support Services” radio button.

Search for HP Care Pack Services – “Software Support Services”

Screen

Step 4 - Select “By Product Description” or “By Software Product

Number”.© 2016 HP Development Company, L.P.

HP Confidential. For HP and Channel Partner training purposes only25

Note: You must execute all steps in Section 5 before proceeding with this section. The Search for HP Care Pack Services screen you see directly below is where Section 5 ended and where section 5.3 begins.

Note: To search by Product Description, proceed with steps 5a-5f, then skip to step 7. To search by Software Product Number, skip steps 5a-5f and proceed to steps 6a-6c.


Step 5a - Select the “By Product Description” option.At this point, the “By Product Description” search options appear.

Software Support Services – Search “By Product Description” Screen Step 5b - Select the appropriate Software Category. Step 5c - Select the appropriate Software Group. Step 5d - Select the appropriate Software Type. Step 5e - Select the appropriate Software Family. Step 5f - Click on the “search” button.


Step 6a - Select the “By Software Product Number” option.

At this point, the “By Software Product Number” search option appears.


26


Software Support Services – Search “By Software Product Number” Screen

Step 6b - Enter the software Product Number. Step 6c - Click on the “search” button.



Step 8 - Click on the “go” button.At this point, the “Available Services” page appears with HP Care Pack services product numbers and part descriptions.


27



Software Support Services – “Available Services” Screen


28




Section 6 - Order HP Care Pack Services (Assignment Mandatory) (speedcode – ELFO)

6.1 Starting an Order (Order Assignment Mandatory)Ordering HP Care Pack services is convenient and effortless. No need to waste time and resources using the telephone to order HP Care Pack services. You can order one or more HP Care Pack services at a time directly through HP CSN. Process Flow – From Ordering to Registration


29




While this guide is comprehensive and designed to give you step by step instructions for ordering, assigning, and registering HP Care Pack services, most distributors will easily flow through all of these processes in 5-10 minutes. Still, we divide the guide and processes into sections to give you the flexibility to complete each task at your convenience, if you so choose.

Step 1 - From the HP Care Pack services tool home page, choose the “Ordering” option from the left navigation bar or enter the appropriate system speedcode listed in the title of this section.

At this point, the “Order HP Care Pack Services” page appears. Look for the Enter HP Care Pack Services Product Number and Quantity section.

Enter HP Care Pack Services Product Number and Quantity Screen

Step 2 - Enter the HP Care Pack service product numbers, respective

quantities, and any applicable promotional codes. Step 3 - Click on the “next” button.

At this point, the “Order HP Care Pack Services” page appears. Look for the Order Information section to continue the order.

“Order Information” Screen


30

Notes: - If all line items are filled in and you need to order additional HP Care Pack services, click on the “add row” button.

- HP promotional discounts are applicable in certain countries only. The promotional discount will be applied during invoicing. Please check your invoice for any applicable discounts.


Step 4 - Enter a P.O. Number and an Alternate P.O. Number, if applicable.

Step 5 - Determine who to assign the order to (reseller or end customer) and proceed to the appropriate section.

6.2 Assigning Order to a Reseller


31

Note: The alternate P.O. number is a customer or Tier 2 reseller P.O. number

Note: In some countries order assignment is mandatory. For orders placed in these countries assignment will be required to allow for the order to be completed. To assign the HP Care Pack service to a reseller, proceed to section 6.2 and disregard section 6.3. To assign the HP Care Pack service to an end customer, skip to section 6.3


To assign the HP Care Pack service to a reseller, proceed with section 6.2 and disregard section 6.3. To assign the HP Care Pack service to an end customer,

skip to section 6.3. Order Information Screen – Reseller Assignment

Step 6 - To assign the HP Care Pack service to a reseller, select the reseller option under the Order Assignment section.


32

Note: You must execute all steps in section 6.1 before proceeding with this section. The Order Information screen you see directly below is where section 6.1 ended and where section 6.2 begins.

Notes: - Tier 2 resellers cannot purchase HP Care Pack services directly from HP. However, they can purchase HP Care Pack services from Tier 1 resellers.

- In this instance, the Tier 2 reseller must be a member of the HP CSN community to perform tasks such as registration and registration updates through this tool.

- If you are a Tier 2 reseller and you do not belong to the HP CSN community, refer to section 3.1 to become a member.

- Membership in the HP CSN community also allows Tier 2 resellers to view all orders assigned to them, regardless of the Tier 1 reseller who purchased the HP Care Pack service on behalf of the Tier 2 reseller.

- When registering HP Care Pack services, Tier 2 resellers can select their own company as the Preferred Service Provider (PSP) for service delivery, if


Step 7 - Enter the appropriate data under the Reseller Information section.

Field Type Definition

Order Information

Partner Name Text field Name of the partner. Automatically populates.

Sold To Text field This is the partner’s financial ID or Sold To ID. Automatically populates.

PO Number Text field Enter the PO Number.Note: Duplicate P.O. numbers are not supported.

Alternate PO Number

Text field Enter an alternate PO Number, if applicable. Note: This is usually the reseller P.O. number. Entering this here will enable the reseller to search orders based on their P.O. number.

Special Instructions

Text field Enter special order instructions, if applicable.Note: This is for your reference only. HP does not see this information.

Order Assignment

Reseller Button Select this option if the HP Care Pack service needs to be assigned to a reseller. Reseller is the default.

End Customer Button Select this option to assign the HP Care Pack service to an end customer. Note: Assignment in this case is not the same as reseller assignment. It only associates the customer to this order, which is helpful during registration because the customer information is available.

Reseller Information

List Button The “list” option allows you to automatically populate the Reseller Information fields by selecting one reseller from a list. Initially, the list holds no data, but each time you enter new Reseller Information the system saves the data for future use.

clear all Button Click this button to clear all data entered under Reseller Information.

Reseller ID Text field Enter the reseller ID number, provided by the reseller. Note: This is the same ID as the HP CSN username for the Tier 2 reseller. Information related to this reseller account will populate the contact name, contact phone and contact email fields.

Contact Name Text field Enter a contact name at the reseller location, if different than the default.

Contact Phone

Text field Enter the telephone number for the contact person, if different than the default.

Contact Email Text field Enter the email address for the contact person, if different than the default.

Email Order Details

Checkbox

This box is automatically checked so the reseller receives an email confirming the order assignment.


33


Additional Emails

Text field Enter other email addresses that need to receive the assignment detail email.

Order Information Screen Selection Fields

Step 8 - Click on the “preview order” button. At this point, the Order Preview page appears.

Preview Order Screen – Reseller Assignment


34

Notes: - HP applies promotional discounts during invoicing. Please check your invoice for any applicable discounts.

- If the pricing shows N/A or Not Available, the Care Pack may not be available for sale. Check availability.

Important Notes: - To change the P.O. Number or Assignment, click on the “back to order entry” button. However, doing so clears all product-related information.

- To delete a service from the order, remove the check mark in the box on the left of the HP Care Pack part number.

- To modify a quantity, click in the “Quantity” box and change it as required.

Note: The “list” option allows you to automatically populate the Reseller Information fields by selecting one reseller from a list. Initially, the list holds no data, but each time you enter new Reseller Information the system saves the data for future use.


Step 9 - Review the order preview page carefully. If all information is accurate, click on the “place the order” button.

At this point, Order Confirmation page appears.Order Confirmation Screen – Reseller Assignment

Step 10 - Note the Order Number for future reference.


35

Notes: - Using the buttons at the bottom of the page, you can:- Place another order- Register the HP Care Pack service. For instructions on registering

an HP Care Pack service, refer to “HP Care Pack Service Registration” section of this guide.

- Email the order to the customer for registration. Not recommended when assigning the order to a reseller.

- HP applies promotional discounts during invoicing. Please check your invoice for any applicable discounts.


6.3 Assigning Order to an End CustomerTo assign the HP Care Pack service to an end customer, proceed with section 6.3. To assign the HP Care Pack service to a reseller, go back to section 6.2

and disregard section 6.3.

Order Information Screen – End Customer Assignment

Step 6 - To assign the HP Care Pack service to an end customer, select the end customer option under the Order Assignment section.


36

Notes: - You must execute all steps in section 6.1 before proceeding with this section. The Order Information screen you see directly below is where section 6.1 ended and where section 6.3 begins.

- Assignment in this case is not the same as reseller assignment. It only associates the customer to this order, which is helpful during registration because the customer information is available.


Order Information Screen Selection Fields (displayed on two pages)


Order Information

Partner Name Text field Name of the partner. Automatically populates

Sold To Text field This is the partner’s financial ID or Sold To ID. Automatically populates.

PO Number Text field Enter the PO Number.Note: Duplicate P.O. numbers are not supported.

Alternate PO Number

Text field Enter an alternate PO Number, if applicable

Special Instructions Text field Enter special order instructions, if applicable.Note: This is for your reference only. HP does not see this information.

Order Assignment

Reseller Button Select this option if assigning the HP Care Pack service to a reseller. Note: Reseller is the default.

End Customer Button Select this option to assign the HP Care Pack service to an end customer.Note: Assignment in this case is not the same as reseller assignment. It only associates the customer to this order, which is helpful during registration because the customer information is available.

Customer Information

search List button The “search” option allows you to automatically populate the Customer Information fields by entering search criteria in one or more of the required fields. If a match for the information is not found, the system will alert you. Initially, the customer list holds no data, but each time you enter new Customer Information the system saves the data for future use.

clear all Button Click this button to clear all data entered under Customer Information.

Customer Type Button Select company or individual for customer type.Note: Fields with a red asterisk (*) must be completed to execute the order. The required fields


37


may be different depending on the customer type you choose.

Company Name Text field Enter the company name.Note: Required field for customer type: company.

Department Text field Enter the appropriate department.

First Name Text field Enter the first name of the contact person.Note: Required field for both customer types: company and individual.

Last Name Text field Enter the last name of the contact person. Note: Required field for both customer types: company and individual.

Email Text field Enter the email address for the contact person.Note: Required field for customer type: company.

Telephone Text field Enter the telephone number for the contact person.Note: Required field for both customer types: company and individual.

Fax Text field Enter the fax number for the contact person.

Address 1 Text field Enter the address.


City Text field Enter the city.

State/province Text field Enter the state or province.

Postal Code/zip Text field Enter the postal or zip code.

Country Drop down menu

Select the appropriate country.

Step 7 - Enter the appropriate data under the Customer Information

section.

Step 8 - Click on the “preview order” button.

At this point, the Order Preview page appears.

Preview Order Screen – End Customer Assignment© 2016 HP Development Company, L.P.


Notes: - The “search” option allows you to automatically populate the Customer Information fields by entering search criteria in one or more of the required fields. If a match for the information is not found, the system alerts you.

- Initially, the customer list holds no data, but each time you enter new Customer Information the system saves the data for future use.



At this point, Order Confirmation page appears.Order Confirmation Screen – End Customer Assignment



39

Important notes: - To change the P.O. Number or Assignment, click on the “back to order entry” button. However, doing so clears all product-related information.




Section 7 - Order HP Care Pack Services (Assignment Not Mandatory) (speedcode – ELFO)

7.1 Starting an Order (Order Assignment NOT Mandatory)Ordering HP Care Pack services is convenient and effortless. No need to waste time and resources using the telephone to order HP Care Pack services. You can order one or more HP Care Pack services at a time directly through HP CSN.Process Flow – From Ordering to RegistrationWhile this guide is comprehensive and designed to give you step by step instructions for ordering, assigning, and registering HP Care Pack services, most distributors will easily flow through all of these processes in 5-10 minutes. Still, we divide the guide and processes into sections to give you the flexibility to complete each task at your convenience, if you so choose.


40

Notes: - Using the buttons at the bottom of the page, you can:- Place another order- Register the HP Care Pack service Note: For instructions on

registering an HP Care Pack service, refer to “HP Care Pack Service Registration” section of this guide.

- Email the order to the customer for registration Note: The customer will receive an email with an encrypted link and access code that allows them to register this order. In this instance, the customer information automatically populates on the customer information tab.

- HP applies promotional discounts during invoicing. Please check your invoice for any applicable discounts.


Step 1 - From the HP Care Pack services tool home page, choose the “Ordering” option from the left navigation bar or enter the appropriate system speedcode listed in the title of this section.

At this point, the “order HP Care Pack services” page appears. Enter HP Care Pack Services Product Number and Quantity Screen

Step 2 - Enter the HP Care Pack service product numbers, respective quantities, and any applicable promotional codes. If all line items are filled in and you need to order additional HP Care Pack services, click on the “add row” button.

Step 3 - Click on the “next” button. At this point, the “order HP Care Pack services” page appears. Look for the Order Information section to continue the order.

Order Information Screen


41

Note: HP applies promotional discounts during invoicing. Please check your invoice for any applicable discounts.


Step 4 - Enter a P.O. Number and an alternate P.O. Number, if applicable.


Order Information

Partner Name Text field Name of the partner. Automatically populatesSold To Text field This is the partner’s financial ID or Sold To ID.

Automatically populates.PO Number Text field Enter the PO Number.

Note: Duplicate P.O. numbers are not supported.

Alternate PO Number

Text field Enter an alternate PO Number, if applicable

Special Instructions

Text field Enter special order instructions, if applicable.

Step 5 - Click on the “preview order” button. At this point, the Order Preview page appears.

Preview Order Screen


42

Note: The alternate P.O. number is the customer or Tier II reseller P.O. number.



At this point, Order Confirmation page appears. Order Confirmation Screen



43

Important notes: - To change the P.O. Number or Assignment, click on the “back to order entry” button. However, doing so clears all product-related information.



Notes: - Using the buttons at the bottom of the page, you can:Place another orderRegister the HP Care Pack service Note: See the “HP Care Pack

Service Registration” section of this guide for instructionsEmail the order to the customer for registration Note: Not

recommended when assigning order to reseller Assign this order

- To assign the HP Care Pack service to a reseller, proceed to section 7.2 and disregard section 7.3. To assign the HP Care Pack service to an end customer,

Note: HP applies promotional discounts during invoicing. Please check your invoice for any applicable discounts.


7.2 Assigning Order to a Reseller To assign the HP Care Pack service to a reseller, proceed with section 7.2 and disregard section 7.3. To assign the HP Care Pack service to an end customer, skip to section

7.3.

Order Confirmation Screen

Step 8 - Click on the “assign this order” button.


44

Notes: - Using the buttons at the bottom of the page, you can:Place another orderRegister the HP Care Pack service Note: See the “HP Care Pack

Service Registration” section of this guide for instructionsEmail the order to the customer for registration Note: Not

recommended when assigning order to reseller Assign this order

- To assign the HP Care Pack service to a reseller, proceed to section 7.2 and disregard section 7.3. To assign the HP Care Pack service to an end customer,

Note: You must execute all steps in section 7.1 before proceeding with this section. The Order Information screen you see directly below is where section 7.1 ended and where section 7.2 begins.


At this point, the Order Information page appears. Select the reseller option under the Order Assignment section to view the full page.

Order Information Screen – Reseller Assignment

Step 9 - Enter the Reseller User ID


45

Notes: - This is the same ID as the HP CSN username for the Tier 2 reseller.- Tier 2 resellers cannot purchase HP Care Pack services directly from HP.

However, they can purchase HP Care Pack services from Tier 1 resellers. - In this instance, the Tier 2 reseller must be a member of the HP CSN

community to perform tasks such as registration and registration updates through this tool.


- Membership in the HP CSN community also allows Tier 2 resellers to view all orders assigned to them,

- When registering HP Care Pack services, Tier 2 resellers can select their

Note: The “list” option allows you to automatically populate the Reseller Information fields by selecting one reseller from a list. Initially, the list holds no data, but each time you enter new Reseller Information the system saves the data for future use.


Step 10 - Enter the name, telephone number, and email address for

the contact person. Step 11 - If applicable; enter alternative email addresses for those

people who may need an email containing order information. Step 12 - Click on the “preview assignment” button.

At this point, the Preview Assignment page appears.Preview Assignment Screen – Reseller Assignment

Step 13 - Review the preview assignment page carefully. If all information is accurate, click on the “confirm assignment” button.

At this point, the Assignment Confirmation page appears.


46

Notes: - This is the same ID as the HP CSN username for the Tier 2 reseller.- Tier 2 resellers cannot purchase HP Care Pack services directly from HP.

However, they can purchase HP Care Pack services from Tier 1 resellers. - In this instance, the Tier 2 reseller must be a member of the HP CSN

community to perform tasks such as registration and registration updates through this tool.


- Membership in the HP CSN community also allows Tier 2 resellers to view all orders assigned to them,

- When registering HP Care Pack services, Tier 2 resellers can select their

Note: The “Email Order Details” box is automatically checked so you receive an email containing the order details.

Note: To change the Assignment or Customer Information, click on the “back” button.


Assignment Confirmation Screen – Reseller Assignment


47

Note: Using the buttons at the bottom of the page, you can:Place another orderRegister the HP Care Pack service

See the “HP Care Pack Service Registration” section of this guide for instructions.Email the order to the customer for registration

This is not recommended when assigning the order to a reseller.


7.3 Assigning Order to an End CustomerTo assign the HP Care Pack service to an end customer, proceed with section 7.3. To assign the HP Care Pack service to a reseller, go back to section 7.2 and disregard section 7.3.

Step 8 - Click on the “assign this order” button. At this point, the Order Information page appears. Select the end customer option under the Order Assignment section to view the full page.

Order Information Screen – End Customer Assignment


48

Notes: - You must execute all steps in section 7.1 before proceeding with this section. The Order Information screen you see directly below is where section 7.1 ended and where section 7.3 begins.

- Assignment in this case is not the same as reseller assignment. It only associates the customer to this order, which is helpful during registration because the customer information is available.


Step 9 - Choose the appropriate Customer Type. Step 10 - Enter the appropriate data under the Customer Information

section.

Order Information Screen Selection Fields


Order Assignment

Reseller Button Select this option if assigning the HP Care Pack service to a reseller. Note: Reseller is the default.

End Customer

Button Select this option to assign the HP Care Pack service to an end customer. Note: Assignment in this case is not the same as reseller assignment. It only associates the customer to this order, which is helpful during registration because the customer information is available.

Customer Information

search List button The “search” option allows you to automatically populate the Customer Information fields by entering search criteria in one or more of the required fields. If a match for the information is not found, the system will alert you. Initially, the customer list holds no data, but each time you enter new Customer Information the system saves the data for future use.

clear all Button Click this button to clear all data entered under Customer Information.

Customer Type

Button Select company or individual for customer type.Note: Fields with a red asterisk (*) must be completed to execute the order. The required fields may be different depending on the customer type you choose.

Company Name

Text field Enter the company name.Note: Required field for customer type: company.


First Name Text field Enter the first name of the contact person.Note: Required field for both customer types: company and individual.


49

Notes: - The “search” option allows you to automatically populate the Customer Information fields by entering search criteria in one or more of the required fields. If a match for the information is not found, the system alerts you.










State/province

Text field Enter the state or province.

Postal Code/zip

Text field Enter the postal or zip code.



Step 11 - Click on the “preview assignment” button. At this point, the Preview Assignment page appears.

Preview Assignment Screen – End Customer Assignment


50


Step 12 - Review the preview assignment page carefully. If all information is accurate, click on the “confirm assignment” button.

At this point, the Assignment Confirmation page appears.

Assignment Confirmation Screen – End Customer Assignment


51

Note: To change the Assignment or Customer Information, click on the “back” button.

Notes: - Using the buttons at the bottom of the page, you can:- Place another order- Register the HP Care Pack service. See the “HP Care Pack Service

Registration” section of this guide for instructions.- Email the order to the customer for registration

- The customer will receive an email with an encrypted link and access code that allows them to register this order. In this instance, the customer information automatically populates on the customer information tab.


Section 8 - HP Care Pack Registration (speedcode – ELFR)

Congratulations on your recent HP Care Pack service purchase. The next step is to register the HP Care Pack service, so your customer can begin enjoying all the benefits.Process Flow – From Ordering to RegistrationWhile this guide is comprehensive and designed to give you step by step instructions for ordering, assigning, and registering HP Care Pack services, most distributors will easily flow through all of these processes in 5-10 minutes. Still, we divide the guide and processes into sections to give you the

flexibility to complete each task at your convenience, if you so choose.

Step 1 - From the HP Care Pack services tool home page, choose the

“Registration” option from the left navigation bar or enter the appropriate system speedcode listed in the title of this section.

At this point, the Registration page appears.HP Care Pack Services Registration Screen


52

Note: Given the amount of information on the Registration pages, the left navigation bar is not seen. In this instance, use the HP Care Pack services tool speedcodes for navigation.


Step 2 - To register the HP Care Pack service ordered, please enter at least one of the following:

Order Reference Number - The order reference number is the reference number provided at the end of an order. (Example: EM12345678) Use the P.O. number query function to retrieve orders that were not placed through this on-line tool.

P.O. Number (This can be the primary P.O. number or the alternate P.O. number)

User ID Date Range (From Date – To Date)

Step 3 - Click on the “search” button.

At this point, a list of HP Care Pack services ordered appears.HP Care Pack Services Registration – Order List


53


Step 4 - Locate the appropriate order and click on the hyper-linked reference number.

At this point, Order Information and Registration Information tabs appear. The Order Information tab is the default.

Order Information Tab – Customer and Registration Information

Step 5 - Review the Order Header and Order Detail information carefully, to ensure you are registering the correct HP Care Pack

service.

Step 6 - Enter any applicable support details in the Special Instructions section.


54

Notes: - The “Show” check box under the Order Detail section of the page is check marked by default. This will show the line items visible for configuring the hardware to the service if this order contained hardware products.

- The configure feature allows you to link an HP Care Pack service to a hardware product, if applicable. The configure feature is not available if the order does not contain hardware.

Important notes: - Special Instructions are for your reference only. HP does not see this information.

- When services and hardware are sold together on the same order, HP CSN allows you to configure the hardware to the appropriate service. Steps 7a and 7b are not applicable when the order does not contain hardware.


Step 7a - Under the Configuration Section, select the appropriate HP Care Pack service from the HP Care Pack Services Parts List drop

down menu.

Step 7b - Check the appropriate parts under the Hardware Parts List to link with the HP Care Pack service selected in Step 7a.

Step 8 - Click on the Registration Information tab. At this point, Registration Information page appear.

Registration Information Tab – Customer and Registration Details(displayed using two images)


55

Note: The Configure Section of the screen will not appear if the order does not contain hardware.

Notice the scroll bar that allows you to

view all the fields for each product


Registration Information Tab – Product Registration Details

(continued)

Step 9 - Enter the Customer Details.

Step 10 - Under Registration Details, check the box for the HP Care Pack service you want to register. Alternatively, you can check the


56

Notes: - Customer Details represent the company name, address and contact information of the customer which will interact with HP to receive support. This is where the equipment is located.

- The “>>customers registered against this order” option allows you to view a list of customer associated with this order.

- The “>>search” option allows you to automatically populate the Customer Information fields by entering search criteria in one or more of the required fields. If a match for the information is not found, the system will alert you.


Note: Click on the “store” button to save the Customer Details and Registration Details, in order to complete the registration later.


box directly under “Select all” to register all HP Care Pack services listed.

Step 11 -Enter the Product Serial Number and Product Number for each HP Care Pack service ordered.

Step 12 - If required; enter the Product Purchase Date. This represents the date the customer purchased the hardware that is to be supported

by this HP Care Pack. Step 13 - Select a Preferred Service Provider for each HP Care Pack

service ordered. Registration Information Screen Selection Fields


Customer Details

>>search List button The “>>search” option allows you to automatically populate the Customer Information fields by entering search criteria in one or more of the required fields. If a match for the information is not found, the system will alert you. Initially, the customer list holds no data, but each time you enter new Customer Information the system saves the data for future use.

>>clear all Clear Button Click this button to clear all data entered under Customer Information.

>>customers registered against this order

List button Click this button to view the customers associated with this order.

Customer Type Button Select company or individual for customer type.Note: Fields with a red asterisk (*) must be completed to execute the order. The required fields may be different depending on the customer type you choose.

Company Name

Text field Enter the company name.Note: Required field for customer type: company.


First Name Text field Enter the first name of the contact person.© 2016 HP Development Company, L.P.


Notes: - The product purchase date cannot be more than 90 days from the HP recorded product purchase date. If the date entered is more than 90 days from the HP recorded product purchase date, you would need to upload a Hardware Proof of Purchase. A warning message to this effect will appear on the screen.

- This Product Purchase Date field will be available for In-warranty HP Care Pack. It will not be available for software only or post-warranty HP Care Packs.

Note: This field is optional. If you do not choose a Preferred Service Provider, the default provider is HP. The ability to choose a PSP is not an option for all users or Care Packs. This field is not accessible and is grayed out if the option is not available to you.


Note: Required field for both customer types: company and individual.








State/province Text field Enter the state or province.

Postal Code/zip Text field Enter the postal or zip code.



Tax Id Text field Enter the customer tax identification. Note: Only required for Russia.

Registration Details

preview Button Once all registration information is entered, click this button to view the registration information.

store List button Click this button to save the Customer Details and Registration Details, in order to complete the registration at a later time.

Select all Check boxCheck the box next to the HP Care Pack service you want to register. Note: To select all HP Care Pack services, check the box directly under “Select all”.

HP Care Pack Service Product No.

Text field This field automatically populates.

Care Pack Serial No. Text field This field automatically populates.

Product Serial No. Text field Enter the product serial number.

Product Number Text field

Enter the product number. Note: A hardware product number is not necessary when the unit has a 12-digit serial number and if the support is not related to a hardware product.


58

Notice the status is “Not

Registered” at the preview step.


Product Purchase Date Date selection Enter or select the Product Purchase Date.

Preferred Service Provider

Drop down menu

Select a Preferred Service Provider for each HP Care Pack service ordered. Note: If you do not choose a PSP, the default is HP.

Step 14 - Click on the “preview” button to view the registration information.

At this point, the Preview Registration page appears.Preview Registration Screen

Step 15 - Review the registration information carefully. If all of the information is accurate, click on the “confirm care pack registration” button to complete the registration.


59

Note: To change Customer Details or Registration Details, click on the “back” button.


At this point, the message “Care Pack(s) Registered” appears at the top of the page.

HP Care Pack Services Registration Screen Step 16 - To register another HP Care Pack service, click on the

“register another” button. To forward an email with a link to print the certificate, click on the “e-mail registration” button. To print the HP Care Pack service registration certificate, click on the “view certificate” button.

At this point, printing options for the HP Care Pack service registration certificate appear.


60

Notice the status is “Registered” at

the registered step.


Printing Options for HP Care Pack Service Registration Certificate

Step 17- Choose the preferred printing options and HP Care Pack service information.

Step 18- Click on the “show certificate” button. At this point, the HP Care Pack service registration certificate appears.

HP Care Pack Service Registration Certificate


61

Notes: - The Print Service Provider Information on the Certificate(s) option only applies if you chose a Preferred Service Provider at the time of registration.

- The assignment of a Preferred Service Provider is not an option available to all users. This option must be enabled in the user’s profile. For more information, please contact your company’s HP CSN administrator.

Notes: - The Print Service Provider Information on the Certificate(s) option only applies if you chose a Preferred Service Provider at the time of registration.

- The assignment of a Preferred Service Provider is not an option available to all users. This option must be enabled in the user’s profile. For more information, please contact your company’s HP CSN administrator.


Section 9 - Update Registration (speedcode – ELFT)

This functionality allows you to update the customer information for any registered HP Care Pack service. If the customer moves locations, or even moves the registered hardware to a different location, it is critical that you update the customer information so they receive the proper service.

Step 1 - From the HP Care Pack services tool home page, choose the “Update Registration” option from the left navigation bar or enter the appropriate system speedcode listed in the title of this section.

At this point, the Registration search page appears. Different search fields appear, depending on the search option you choose.

Update Registration Screen – Search by Serial Number


62

Notes: - Each certificate includes information about the customer, the hardware product, the service, and the Preferred Service Provider, if selected.

- To print the certificate, use your browser print option.


Update Registration Screen – Search by HP Care Pack Serial Number


63


Step 2 - To search for the proper HP Care Pack service registration information, enter the hardware serial number (with product number) or the HP Care Pack service serial number.

Step 3 - Click on the “search” button. At this point, the Customer Detail, Registration Detail, and the Order Detail for that HP Care Pack service appear. You cannot update or modify the information in the Registration Detail or Order Detail sections.

Update Registration – Customer Detail Screen


64

Note: To update the registration, you must first search for the proper HP Care Pack service. You can search by hardware serial number (with product number) or by the HP Care Pack service serial number. Different data entry search fields appear, depending on the search option you choose.


Step 4 - Update the Customer Detail as needed, then click on the “submit” button. Click on the “reset” button, to erase any changes made and restore the original customer information.

Once you submit the changes the message “Registration Updated” appears above the Customer Details section.


65

Note: The reset function cannot be used after the submit function.

Notes: - You Partners cannot update or modify the information in the Registration Detail or Order Detail sections.

- Information about hardware cannot be modified at the user level. For example, if an HP Care Pack service is registered to a unit serial number that is turns out to be DOA (Dead on Arrival), the registration information must be updated to reflect the serial number of the replacement unit.

- In this instance, contact your Regional HP Care Pack service contact person or support line.


Section 10 – Partner Inquiries (speedcode – ELFI)

This function allows you to query several different reports for HP Care Pack services. Report options include:

Get Registration Report in excel format. Get Orders Detail Report in excel format. Get the sales orders placed within a Date Range and/or by the P.O.

Number. Perform an inquiry on the Sales Order Number. Find the registration information based on Serial Number. Get the registration information based on Care Pack Service Serial

Number. Get Registrations Expiring in a date range report. Get Bulk Upload Status report. Display Proof of Purchase based on Hardware Serial number and

Product number.

Step 1 - From the HP Care Pack service tool home page, choose the “Inquiries” option from the left navigation bar or enter the appropriate system speedcode listed in the title of this section.

At this point, the Inquiries page appears.


66

Important notes: - Inquiries from the first 3 reports that require a date range (From Date – To Date) is limited to a maximum 45 days in range.

- It does not matter the date chosen for the query start (From Date), but the range cannot extend more than 45 days from that date.

- The end date (To Date) cannot extend past today’s date. - The “Get Registration Expiring in a date range report” is limited to a 90

days date range that can be any time in the past or the future. This report will return the results to the email address indicated in the Email ID field.


Partner Inquiries Screen

Step 2 - Choose the preferred query option and proceed to Step 3 of the appropriate section, depending on the query option chosen.


67

Notes: - To get Registration Report in excel format, proceed to section 10.1.- To get Orders Detail Report in excel format, proceed to section 10.2.- To get the sales orders placed within a Date Range and/or by the P.O.

Number, proceed to section 10.3.- To perform an inquiry on the Sales Order Number, proceed to section

10.4.- To find the registration information based on Serial Number, proceed to

section 10.5.- To get the registration information based on Care Pack Service Serial

Number, proceed to section 10.6.- To get Registrations Expiring in a date range report, proceed to section

10.7.- To get Bulk Upload Status report, proceed to section 10.8.


10.1 Get Registration Report in Excel Format

Step 3 - Choose the Get Registration Report in Excel format option. Partner Inquiries Screen – Registration Report


68


Step 4 - Enter or select a start date (From date) and an end date (To date) for the query.


At this point, the Registration Report opens in a separate Excel spreadsheet.


69

Notes: - You can open or save the spreadsheet. - Opening two templates at the same time using Internet Explorer will

cause a page error. - - When you open a template or report, it is highly recommended that you save it to your hard drive.



70


Registration Report in Excel Format (displayed using two images)

© 2016 HP Development Company, L.P.HP Confidential. For HP and Channel Partner training purposes only 71




10.2 Get Orders Detail Report in Excel Format

Step 3 - Choose the Get Orders Detail Report in Excel format option.Partner Inquiries Screen – Orders Detail Report

Step 4 - Enter or select a start date (From date) and an end date (To


73


Step 5 - Click on the “search” button. At this point, the Orders Detail Report opens in a separate Excel spreadsheet.


74

Notes: You can open or save the spreadsheet.


Orders Detail in Excel Format


Notes: - The status column refers to the registration status of the order, not the order itself.

- Opening two templates at the same time using Internet Explorer will cause a page error. When you open a template or report, it is highly recommended that you save it to your hard drive.


10.3 Get the Sales Orders Placed within a Date Range and/or by the P.O. Number

Step 3 - Choose the Get the Sales Orders Placed within a Date Range and/or by the P.O. Number option.

Partner Inquiries Screen – Sales Orders by Date Range and/or P.O. Number

Step 4 - Enter the P.O. number or enter or select a start date (From

date) and an end date (To date) for the query. Step 5 - Select Active orders, Archived orders, or both.



76

Note: The P.O. number can be a Tier 1 P.O. number, a customer P.O. number or a Tier 2 reseller alternate P.O. number.

Note: Once you archive an order, the order is hidden from you for administrative ease, but you can always restore an order to active or search for archived orders, if necessary.


At this point, a list of sales orders appears.List of Sales Orders by PO and/or Date Range

Step 7 - Click on the hyper-linked sales order number to view the details of the order.

At this point, the sales order appears.


77

Note: To sort the list by heading click on the hyper-linked heading itself.

Note: The sales order number is the reference number provided when an order is created in this tool. (Example: AM02005649).

To view the sales order, click on any hyper-linked sales

order number.

Click on the activity envelope

to view e-mail activity about this

To sort by heading, click on any hyper-linked

heading.


Sales Order Detail Screen

Step 8 - Use the buttons at the bottom of the page to execute the preferred next step.


78


10.4 Perform an Inquiry on the Sales Order Number

Step 3 - Choose the Perform an Inquiry on the Sales Order Number option.

Partner Inquiries Screen – Sales Order Number

Step 4 - Enter the Sales order number.



79

Note: The sales order number is the reference number provided when an order is created in this tool. (Example: AM02005649).


At this point, the Order Information and Registration Information sections appear.

Sales Order Detail Screen


80


Step 6 - Use the buttons at the bottom of the page to execute the preferred next step.

10.5 Find the Registration Information Based on Serial Number

Step 3 - Choose the Find the Registration Information Based on Serial Number option.

Partner Inquiries Screen – Serial Number

Step 4 - Enter the

Serial Number and Product Number. Step 5 - Click on the “search” button.


81

Note: You must enter a product number, along with the serial number.


At this point, a list of HP Care Pack services registered to this serial number appears.


82


Registrations for this Product Serial Number

Step 6 - Click on the hyper-linked Care Pack Serial Number. At this point, the Registration Information appears.

Registration Information Screen


83


10.6 Get the Registration Information Based on Care Pack Serial Number

Step 3 - Choose the Get the Registration Information Based on Care Pack Serial Number option.

Partner Inquiries Screen – Care Pack Serial Number

Step 4 - Enter the Care Pack Serial Number. Step 5 - Click on the “search” button.

At this point, the Registration Information for that HP Care Pack service appears.

Registration Information Screen


84


10.7 Get Registrations Expiring in a Date Range Report

Step 3 - Choose the Get Registrations Expiring in a date range report option.

Partner Inquiries Screen – Expiring in Next 90 Days


85

Notes: - The “From” and “To” dates are defaulted to a 90 days period that starts with today’s date. The Email Id is defaulted to the email address associated with the account used for logging in the tool.

- The period cannot be more than 90 days, but can be any period in the future or past.


Step 4 - Change or select different dates as required as well as update the email id if necessary.

Step 5 - Click on the “search” button. At this point, a message appears at the top of the screen to indicate the report will be sent via email.

Step 6 - Once the email is received click to open the attachment containing the zipped report.


86


Registration Expiring in Date Range in Excel Format



10.8 Get Bulk Upload Status report Step 3 - Choose the Get Bulk Upload Status report option.

Partner Inquiries Screen – Get Bulk Upload Status report

Step 4 - Change or select different dates as required as well as select the type of bulk

upload (Order, Assignment, Registration) and the status (Pending, Processed, All)

Step 5 - Click on the “search” button. At this point, the status of the Bulk files uploaded appears.


88


10.9 Display Proof of Purchase based on Hardware Serial number and Product number

Step 3 - Choose the Display Proof of Purchase based on Hardware Serial number and

Product number option.

Partner Inquiries Screen – Display Proof of Purchase based on Hardware Serial number and Product number

Step 4 – Provide the Hardware Serial Number and Product Number Step 5 - Click on the “search” button.

At this point, the uploaded proof of purchase document appears.


89


Section 11 – Bulk Ordering and Registration

11.1 Bulk Ordering Only

This functionality allows you to order several HP Care Pack services at once, saving you valuable time and resources. You can also use this template to place multiple orders at once. For example, you can use this template at the end of the day to upload all orders to HP using one file.

Bulk Ordering Template Guidelines You can upload one file that contains multiple orders by including multiple P.O. numbers within the bulk order file. To do this, enter all line items for a P.O. in consecutive order. For example, line items 1-3 could use P.O. number 3210 and lime items 4-9 could use P.O. 9876, but line items after item 10 cannot use P.O. number 3210.You may assign the order to Tier 2 reseller by entering the Tier 2 ID. In this instance, it is not necessary to complete the other Tier 2 fields, unless you need to change the standard Tier 2 information as stated in the paragraph above and as applicable. For example, you may want to add a different contact name or email address for each order.You can also assign the order to a customer. In this case, the customer will receive an e-mail advising him to register the HP Care Pack services. After you upload the completed template, you will receive an email confirming the bulk uploads, as well as details regarding status of your bulk


90

Important note: Bulk templates are universal for all regions. However, some fields might be mandatory in one region, but not in another. See the “How to Use This Template” tab within the template for more information.

Important note: For Bulk Ordering only, please use the “Bulk ordering template” on the left navigation bar. This form should not be used for Bulk Registration Only or Bulk Ordering and Registration combined.


uploads. The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. DO NOT UPLOAD THE ENTIRE FILE AGAIN!


91


Step 1 - From the HP Care Pack services tool home page, choose the “Bulk ordering template” option from the left navigation bar.

Below is an example of the Bulk Ordering template. Step 2 - Enter, at least, the required information fields.

Bulk Ordering Template



Important notes: - You must use the “Save as Serial File” button embedded within the bulk template to save this file.



Step 3 - Use the “Save as Serial File” button, which is embedded in the Excel template, to save the file. You will be required to browse to a folder where you need to save the file and to provide a file name.

Step 4 - Choose the “Bulk ordering” option from the left navigation bar.

At this point, the Bulk Ordering page appears.Bulk Ordering – File Upload Screen (exemplified with two images)

For AMS Region

For APJ/EMEA Regions

Step 5 - Click on the “Browse…” button to retrieve the bulk ordering file saved earlier.

Step 6 - Click on the “upload file” button. At this point, a Bulk Ordering confirmation message displays.

Bulk Ordering Confirmation


93

Note: Before uploading information for bulk ordering, you must first complete the Bulk Ordering template.


Step 7 - Record the confirmation information for your records.


94

Important notes: - You will receive an email confirming the bulk uploads, as well as details regarding status of your bulk uploads. The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. DO NOT UPLOAD THE ENTIRE FILE AGAIN!

- If you assigned the order to a customer, the customer will receive an e-mail asking him to register the HP Care Pack service.

- If you assigned the order to a Tier 2 reseller using the HP CSN username, the reseller will receive an e-mail notifying him that the order has been assigned to their company.


11.2 Bulk Registration Only

This functionality allows you to register several HP Care Pack services at once, saving you valuable time and resources. This form is for registering HP Care Pack services that have already been ordered, but not yet registered. It is especially helpful if you need to register large volumes of HP Care Pack

services.

Bulk Registration Template Guidelines After you upload the completed template, you will receive an email confirming the bulk uploads, as well as details regarding status of your bulk uploads. The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. DO NOT UPLOAD THE ENTIRE FILE AGAIN!

Step 1 - From the HP Care Pack services tool home page, choose the “Bulk registration template” option from the left navigation bar.

Below is an example of the Bulk Registration template. Step 2 - Enter, at least, the required information fields.


95

Important notes: For Bulk Registration Only, please use the “Bulk registration template” on the left navigation bar. This form should not be used for Bulk Ordering Only or Bulk Ordering and Registration combined.


- An example of the Bulk Registration template is on the next page.



96


Bulk Registration Template (displayed using two images)

Bulk Registration Template (continued)


Important note: - Opening two templates at the same time using Internet Explorer will cause a page error. When you open a template or report, it is highly recommended that you save it to your hard drive.


Step 3 – Enter the Order Reference number.

Step 4 – If required; enter the Product Purchase Date. This represents the date the

customer purchased the hardware that is to be supported by this

HP Care Pack.

Step 5 - If appropriate, enter a Preferred Service Provider (PSP)

Step 6 – Save the file on the computer. Step 7 - Choose the “Bulk registration” option from the left navigation

bar.

At this point, the Bulk Registration page appears.


98

Note: The order reference number is the reference number provided at the end of an on-line order. (Example: EMS00000123).

If you are unsure of your Order Reference Number, use the inquiries functionality to pull up the order by Date Range and/or P.O. Number and make a note of the associated Order Reference Number.

Note: The product purchase date cannot be more than 90 days from the HP recorded product purchase date. If the date entered is more than 90 days from the HP recorded product purchase date, you would need to upload a Hardware Proof of Purchase. A warning message to this effect will appear on the screen.This Product Purchase Date field will be available for In-warranty HP Care Pack. It will not be available for software only or post-warranty HP Care Packs.

Note: If you add your company’s PSP ID to some care packs, your company will be recognized as the service provide for all these care packs.

This field is optional. If you do not enter a PSP ID, the default provider is HP.

The ability to choose a PSP is not an option for all users or care packs. This field will be disregarded if the option is not available.


Bulk

Registration – File Upload Screen


Step 9 - Click on the “upload file” button. If there are missing details, the user will be notified.


99

Notes: - Before entering information for bulk registration, you must first complete the Bulk Registration template. - You will be notified if the mandatory fields are not populated


11.3 Bulk Registration GuidelinesThis functionality allows you to register several HP Care Pack services at once, saving you valuable time and resources. It is especially helpful if you need to register large volumes of HP Care Pack services.New templates are available in excel format.Opening two templates at the same time using Internet Explorer will cause a page error. When you open a template or report, it is highly recommended that you save it to your hard drive.Character Limits - COMPANY_NAME 160, FIRST_NAME 30, LAST_NAME 30, ADDRESS1 160, DEPARTMENT NAME OR SUITE NUMBER 20, CITY 50, STATE 40, ZIPCODE 20, PHONE 20, FAX 20, EMAIL_ADDRESS 50, TAXID 20. Exceeding the limit will cause a registration failure.During Bulk registration, process 5000 line items within one file. Do not exceed the limit.Fill the mandatory information in the template and ensure that no blank spaces are entered after the Unit serial number, Product number, HP Care Pack Product Number, etc., in the template.Product Purchase Date should be updated in the format DD-MMM-YYYY whenever applicable. Other formats will cause file invalid and registration failure.After you upload the complete template, you will receive an email confirming the bulk uploads, as well as details regarding status of your bulk uploads within 2 to 3 hours of uploading the file.The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. Do not upload the entire file again.User have the possibility to check the upload status on a tracking page (ELFI) under “Get Bulk Upload status report”


100

Important note: You will receive an email confirming the bulk uploads, as well as details regarding status of your bulk uploads. The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. DO NOT UPLOAD THE ENTIRE FILE AGAIN!


11.4 Bulk Registration Error MessagesError Code Error Messages Explanation

REG017

The supplied Fixed Care Pack cannot be registered without an end-customer email address

This error is due to Missing End customer email address

REG022 The supplied Product Number ''{0}'' is not recognized.

This error is due to Invalid Product Number provided during bulk registration

REG024

The supplied Product Number ''{0}'' is not compatible with the supplied Fixed Care Pack

This error is due to wrong Fixed Care Pack for the available HW

REG030

Unable to accept this registration because the Hardware Product Number cannot be validated against the Warranty Systems

This error is due to Invalid Serial Number provided during bulk registration

REG033

This Fixed Care Pack has previously been deactivated and is no longer usable or available for registration

This error is due to Serial Number already canceled in the system

REG041

The supplied Hardware product details cannot be validated due to Weak Warranty. To complete HP Care Pack registration, please contact HP and provide Hardware Proof of Purchase

This error is due to Invalid Product Number provided during bulk registration

11.5 Proof of Purchase UploadIn order for your customers to benefit of the proper Care Pack support period, the product purchase date (PPD) needs to updated and in some cases, a proof of purchase (POP) is required for validation.HP Channel Services Network (CSN) Care Pack tool will notify the users when it is required to upload POP. You will have the possibility to directly upload the POP document using the available link on the left navigation under HP Care Pack services links. Similar access will be available for our resellers.End customers will also be able to upload the proof of product purchase using the registration link.

Step 1 – From the HP Care Pack services tool home page, choose the “Upload Proof Of

Purchase” option from the left navigation bar or type ELPP speedcode


101


Step 2 – Select either by Sales order Number or by Hardware Serial Number and Product

Number

End customers will also be able to upload the proof of product purchase using the registration link.


102

Important note: The submission of the proof of purchase document(s) is needed for Care Pack registration validation


11.6 Bulk Ordering and Registration

This functionality allows you to order and register several HP Care Pack services at once, saving you valuable time and resources. You can also use this template to place and register multiple orders at once. For example, you can use this template at the end of the day to upload all orders to HP, using

one file.

Bulk Order and Register Template Guidelines You can upload one file that contains multiple orders by including multiple P.O. numbers within the bulk order file. To do this, enter all line items for a P.O. in consecutive order. For example, line items 1-3 could use P.O. number 3210 and lime items 4-9 could use P.O. 9876, but line items after item 10 cannot use P.O. number 3210.You may assign the order to Tier II reseller by entering the Tier II ID. In this instance, it is not necessary to complete the other Tier II fields, unless you need to change the standard Tier II information as stated in the paragraph above and as applicable. For example, you may want to add a different contact name or email address for each order.After you upload the completed template, you will receive an email confirming the bulk uploads, as well as details regarding status of your bulk uploads. The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. DO NOT UPLOAD THE ENTIRE FILE AGAIN!

Step 1 - From the HP Care Pack services tool home page, choose the “Bulk order and register template” option on the left navigation bar.

Below is an example of the Bulk Order and Register template. Step 2 - Enter, at least, the required information fields.


103

Important notes: - For Bulk Ordering and Registration combined, please use the “Bulk order and register template” on the left navigation bar. This form should not be used for Bulk Ordering Only or Bulk Registration Only.

- Regardless as to whether or not your country requires assignment at the time of order, when you use the Bulk Order and Register template, it is not necessary to assign an order when you register it at the same time as ordering.



104



Bulk Ordering and Registration Template (displayed using three images)


Important note: - Opening two templates at the same time using Internet Explorer will cause a page error. When you open a template or report, it is highly recommended that you save it to your hard drive.


Step 3 - Save the file on the computer.

Step 4 - Choose “Bulk ordering” option from the left navigation bar.

At this point, the Bulk Ordering page appears.

Bulk Ordering – File Upload Screen (Exemplified with two images)

For AMS Region

For APJ/EMEA Regions


Step 6 - Click on the “upload file” button.


106

Notes: - Use the screen above to upload Bulk Ordering and Registering template.- Before uploading information for bulk ordering and registering, you must

first complete the Bulk Order and Register template.


At this point, a Bulk Order and Register confirmation message displays. Bulk Ordering and Registration Confirmation



107

Important note: You will receive an email confirming the bulk uploads, as well as details regarding status of your bulk uploads. The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. DO NOT UPLOAD THE ENTIRE FILE AGAIN!


Section 12 – Bulk Registration for End Users (speedcode – ELEM)

This feature allows end users to register HP Care Pack services in bulk. This feature is available to the customer only when you choose the “E-mail to Customer for Registration” option. Your customer will receive an e-mail, similar to the one below, instructing him to register the HP Care Pack service. To register the service, the customer should follow the steps below.

Bulk Registration for End Users – Customer Order Confirmation E-mail

Step 1 - Click on the link embedded in the HP Care Pack service order confirmation e-mail.

Bulk Registration for End Users – Home Page


108


Step 2 - Enter the Activation Number and click on the “submit” button. At this point, the Order Detail page appears.

Bulk Registration for End Users – Order Detail Page

Step 3 - Select “Bulk Registration”.

Step 4 - Click on the “bulk registration template” link as seen on the screen above.

At this point, the Bulk Registration Template appears.


109

Notes: - HP recommends that you use the “Bulk Registration” option when registering ten or more HP Care Pack services. Click on the “Bulk Registration” option to upload the bulk registration template and follow the instructions provided on the site itself.

- HP recommends that you use the “Online Registration” option if you are registering less than ten HP Care Pack services. Once you select the “Online Registration” option, follow the instructions provided on the site itself.


Bulk Registration for End Users – Bulk Registration Template(displayed using two images)

Step 5 - Complete, at least, the mandatory fields.


110

Important notes: - For additional instructions, refer to the “How to use this Template” tab at the bottom of the template.


- The Product Purchase Date field is optional. If you do not enter a product purchase date, this will default to the product purchase date recorded in HP systems.

- This Product Purchase Date field is available for In-warranty HP Care Packs. Information entered in the Product Purchase Date field for post-warranty or for software only HP Care Packs will be disregarded.


Step 6 – Save the file on the computer

Step 7 - Return to the Order Detail page and upload the bulk registration template. You will be required to retrieve the file that was saved earlier and to provide the email id of the person who must receive the results of the upload.

At this point, a Bulk Registration confirmation message displays.Bulk Registration for End Users – Bulk Registration Confirmation



111

Important note: The bulk uploads confirmation will be sent via email to the id indicated, with the details regarding status of the bulk uploads. The file will state, by line item, if any line items were not successfully processed and why. In this case, correct any items and upload only those corrected line items for reprocessing. DO NOT UPLOAD THE ENTIRE FILE AGAIN!



112


Section 13 – Cancel an HP Care Pack Service (speedcode – ELCA)

This function allows you to cancel an unregistered HP Care Pack service as

needed.

Step 1 - From the HP Care Pack services tool home page, choose the “Cancel HP Care Packs” option from the left navigation bar.

At this point, the Cancel HP Care Pack Services page appears.Cancel HP Care Pack Services Screen

Step 2 - Enter the appropriate order number. Step 3 - Click on the “next” button.

At this point, the HP Care Pack Services Order Information page appears.


113

Notes: - If any HP Care Pack service on a line item is registered, then you cannot cancel any of the HP Care Pack services on that line item. (Example: U4414E with a quantity of 2 on the order, one quantity is registered and the other isn’t)

- If the HP Care Pack purchase date is more than 30 days, you cannot cancel the HP Care Pack.For assistance with cancelling your HP Care Pack, contact your local HP Care Pack Administration team.

- For assistance with cancelling your HP Care Pack, contact your local HP Care Pack Administration team.


Cancel HP Care Pack Services – Order Information Screen

Step 4 - Select the line item to cancel, by clicking in the box at the far right of the HP Care Pack line, under “Cancel”.

Step 5 - Click on the “cancel selected care pack” button. At this point, a message appears to reaffirm the cancellation.

Step 6 - Select “yes” to proceed with the cancellation. Select “cancel” to stop the cancellation procedure.

Step 7 - Select “OK” to reaffirm the cancellation. At this point, the following message appears above the Order Header information: “Selected HP Care Pack(s) cancelled successfully”. The system notifies an HP administrator of the cancellation so the proper credit is applied to your account.


114


Section 14 – Registration of Physical Care Pack Services (speedcode – ELER)

For your convenience and that of your customers, this application allows channel partners and customers to register the Physical (boxed) HP Care Pack services. It also allows you to look up both electronic and Physical HP Care

Pack services registration information.

14.1 Registration of Physical HP Care Pack Services

Step 1 - Enter the speedcode “ELER”. At this point, the “Register HP Care Pack Services” home page appears.

Physical HP Care Pack Services Registration – Home Page


115

Note: Proceed to section 14.2 to look up the HP Care Pack services registration against the unit or to look up the registration information for the HP Care Pack service itself.

Note: This URL also allows you to perform several other functions. Please see the left navigation bar.


Step 2 - Follow the pop-up instructions on the screen or click on the “steps to complete registration” option on the left navigation bar.

Physical HP Care Pack Services Registration – Pop-up Instructions

Screen


116

Notes: This URL also allows you to perform several other functions. Please see the left navigation bar.


14.2 Look up previously registered HP Care Pack Service Information

Step 1- Enter the speedcode “ELER”. At this point, the HP Care Pack Services Registration Lookup – Home Page appears.

HP Care Pack Services Lookup Page – Home

Step 2 - Click on “Look up a previously registered HP Care Pack” link in the left navigation bar.

Step 3 - Select the appropriate Country and Language and click on the “next” button.

At this point, the HP Care Pack Services Registration Lookup page appears.HP Care Pack Services Lookup Page


117


Step 4 - Select the appropriate action.

Step 5 - Click on the “search” button. Lookup Based on HP Care Pack Service Serial Number

Lookup Based on Hardware Serial Number


118

Notes: - Select Lookup Based on HP Care Pack Services Serial Number to look up the registration information for the HP Care Pack service.

- Select Lookup Based on Hardware Serial Number to look up the HP Care Pack service registration against the unit.


Section 15 – HP Care Pack Services Lookup ToolFor your convenience and that of your customers, this application (which does not require a user login ID) allows channel partners and end users to search for HP Care Pack services. It is similar to the “Catalog” feature within HP CSN; however, you:

Do not have to log into HP CSN Can verify list prices for HP Care Pack services

Step 1- Go to http://www.hp.com/go/lookuptoolAt this point, the HP Care Pack Central Tool home page appears.

HP Care Pack Central Tool – Home Page


119

http://www.hp.com/go/lookuptool


Step 2 - Select the appropriate Country and click on the “>>” button. Step 3 - Enter the HP Care Pack service product number and click on

the magnifying glass button.

Section 16 – Assign an Order to Multiple Resellers or Customers

In Singapore, Japan and a few other Asia-Pacific countries, some distributors buy HP Care Pack Services in bulk. At the time the order is placed the distributors have no visibility to which resellers or customer will be buying the HP Care Pack services. Therefore, the distributors need the ability to pull inventory from the bulk order and dispatch or sell HP Care Packs upon request. This functionality allows for multiple assignments of HP Care Pack services for one bulk order.


120

Note: Alternatively, you can enter the product part number you want to search HP Care Pack services for or search by the product family. For further instructions on using the HP Care Pack Central tool, click on “For questions, accessing services T&C’s and further information, please click here”, then click the FAQ and/or Web-based Training links.

Important note: This section is only applicable to certain countries in the Asia-Pacific region. Countries that leverage the multiple assignment functionality do not have bulk registration capabilities for Tier 2 partners or end customers.

Important note: An order can be assigned to multiple resellers, multiple customers or a mix of both.


16.1 Assigning an Order to Multiple Resellers or Customers

Once an order has been placed the order confirmation screen appears. Multiple Assignments – Order Confirmation Screen

Step 1 - Click on the “assign this order” button. At this point, a special Asia-Pacific order assignment page appears.

Multiple Assignments - Order Assignment Screen


121


Step 2 - Check the “Assign all available quantity” button or enter the appropriate quantity in the “Assign Quantity” text box.

Step 3 - Select the appropriate radio button to assign the order to a customer or to a reseller.

Step 4 - Enter the alternate PO and the appropriate information for the reseller or customer.

Step 5 - Click on the “preview assignment” button. At this point, the “Preview Assignment” page appears.

Multiple Assignment – Preview Assignment Screen


122

Important note: There may be multiple HP Care Pack services on one line item. You can assign a specific quantity or all quantities on the line item to one reseller or customer.

Note: If you check the “Assign all Available quantity” box, the “Assign Quantity” text box will automatically populate with the appropriate number of HP Care Pack services.


Step 6 - Verify the assignment information. Step 7 - Click on the “confirm assignment” button.

At this point, the “Assignment Confirmed” page appears. Multiple Assignment – Assignment Confirmed Screen

Step 8 - Select the appropriate action (“continue assignment”, register care pack”, or “e- mail to reseller for registration”).

Step 9 - Select the “Continue Assignment” option to assign the remaining HP Care Pack services to a different reseller or customer and repeat steps 2-9.


123

Note: Step 9 is not applicable if all available HP Care Pack services were assigned.


16.2 Multiple Assignment Inquiries

This functionality allows you to view information about order assignment. Step 1 - Select the “Inquiries” option from the left navigation bar or

enter the appropriate system speedcode listed in the title of this section.

At this point, the “Partner Inquiries” screen appears. Multiple Assignment Inquiries – Partner Inquiries Screen

Step 2 - Follow the steps in the “Get Sales Orders Placed within a Date Range” section of this manual.


124

Note: You can also search by PO Number or Alternate PO Number or by the Sales Order Number.


At this point, the search results appear.

Multiple Assignment Inquiries – Search Results Screen

Step 3 - Click on the “Sales Order” hyper-link to view the order information.

At this point, the order information screen appears. Multiple Assignment Inquiries – Order Information Screen


125

Note: If the order contains multiple assignments, you will see this in the Assignment Information section.


Step 4 - Click on the “+” beside each assignment type to view assignment details.

At this point, the assignment details appear. Multiple Assignment Inquiries – Order Information Screen –

Assignment Information Section


126

Date post:	24-May-2018
Category:	Documents
Upload:	dotram
View:	269 times
Download:	10 times

HP Inc. Channel Services Network - Hewlett Packard · Web viewThe purpose of this guide is to help...

Documents