HP Inc Sel c Self Ma Maintainer P Progr ogram Presentation May 2016 1
HP Inc. Self Maintainer Gives customers the option to directly manage the warranty service of their HP assets using their existing IT infrastructure and capabilities. • No participation fees! • Customers can maintain the HP products that they own or lease • Most commercial PC’s and printers supported • Certify technical staff utilizing HP’s extensive training system • Get in-warranty parts with free shipping • Qualified customers will receive warranty reimbursements • Purchase out of warranty parts at a discount when needed • Access HP’s dedicated Self Maintainer Customer Support team, training & extensive resource guides designed to make the process easy Getting S g Star arted ed! Visit: https://h20345.www2.hp.com/csnmcmsdocs/marcomm/cpn_cms/SMext1.htm Program info & Customer application
Self Maintainer Program Requirements Tie ier 1 r 1 - Pa Part rts O Only Ti Tier 2 - Parts-and-Lab abor • USA, Canada & Mexico • USA & Canada • SLED Purchase Volume = $0 • SLED Purchase Volume = $250,000 • Commercial Purchase Volume = $250,000 • Commercial Purchase Volume = $250,000 • 25 Care Pack Minimum Purchase • 100 Care Pack Minimum Purchase • No Labor Reimbursements • Receive Labor Reimbursements • $10,000 Credit Requirement • $10,000 Credit Requirement • Technician Certification – Service Qualifications • Technician Certification – Service Qualifications • 1.30 PPSN – Parts Consumption rate • 1.30 PPSN – Parts Consumption rate • Maintain latest drivers and firmware • Maintain latest drivers and firmware • Run diagnostics • Run diagnostics SLED - U.S. federal government, state/local government and educational institutions PPSN - Parts Per Serial Number per month 3
Products & Services Not Eligible Eligible • Commercial Desktops • Servers, Storage or Networking products • Commercial Workstations • Commercial Desktop Thin Clients • Commercial RPOS (Retail Point of Sale) • Consumer products • Commercial Laptops • Mail-In only products • Commercial Tablets • Whole unit exchange products • Commercial Printers • Large commercial printers • DMR – Defective Media Retention • ADP – Accidently Damage • Extended warranty reimbursements 4
The Self Maintainer Program supports HP Care Packs!!! Purchasing HP Care Pack services allows you to reap the rewards of the Self Maintainer Program beyond the warranty period and allows you to deliver your own service. 3 or 5 Year Extended Warranty Onsite hardware support DMR – Defective Media Retention • The HP Defective Media Retention • Customers can maximize their • An HP authorized representative will option is ideal if you need to control product life cycles by purchasing HP provide onsite technical support on and secure your classified, proprietary, Care Pack warranty extensions. covered hardware products to return and confidential data – or if you’re them to operating condition. • During the extended warranty period subject to data privacy regulations such continue to receive labor • Service-level options with different as HIPAA. reimbursements and uplifted NBD – coverage windows • Customer’s must protect their own (Next Business Day) shipping on part sensitive and confidential information orders. through purchase of DMR Care Packs or • Continue to have access to all HP Inc by other means. direct service support options. HP Care Pack Central: http://cpc.ext.hp.com/portal/site/cpc/ 5
Join the HP Partner Community and the Partner First Learning Center Create an HP Passpo port a account unt Take the Services Training and Qualification • • HP Passport is a single sign-on account for multiple HP WBT training with built in exams • • web sites View your Learner ID • 6
The SM Dashboard provides easy access to many tools Technical Information • Order Warranty Parts • Reports • Entitlement • Services Media Library • Access to HP Parts Store - 35% • discount 7
Become a Self Maintainer Application & Enrollment Application introduction Acceptance Welcome Apply: Americas Self • Receive the Welco come e- • Within 24 hrs. receive an • Within 72 hrs. receive an • Maintainer Program mail and the SM account Int Introduction e-mail Acce cceptance ce e-mail with will be fully activated acknowledging the your Location ID, additional • Click to accept with 2 weeks. receipt of your SM program information • An E-mail is automatically application from your and beginning taking the • Receive the welcome sent to HP Inc SM Customer assigned agent. training. packet. Support • Notify HP Inc SM Customer • Access to order parts Support when1 technician is Certified. • Add additional techs as training is completed. • Note: Only 1 tech has too be trained for the SM account to be fully activated. 8
HP Inc. SelfMaintainer Customer Support Team More than ever supporting the customer is our top priority Cont ntact Us Us: Our re r resources c can a assis ist w wit ith t the followin ing: • Applications • Voice enabled Support: • Part Escalations, backorders, shipping labels • 1-800-544-9976 (say “self maintainer”) • Product Entitlement Issues • Via email: smcustomersupport@hp.com • Labor Claims • Fax: 1-877-481-5873 • Invoice Questions • Please have ready: • CSN - Channel Services Network • Location ID • CRS ID • Partner First Portal • Event Numbers • The Learning Center (SABA) • Screen Shots • *Note – Self Maintainer Support is non-Technical • Error Messages 9
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