pMPS Partner Quick Reference GuideEnd-to-End MPS Operations GuideJoshua Groesz / October 2019

1 C06468790 – Nov 2019

Table of Contents

Service Hours and Definitions

Managed Print Central (MPC)– Partner MPC Roles and Capabilities– Customer MPC Roles and Capabilities– Universal Device Agent (UDA) Installation– MPC Account and Opportunity Setup– MPC Onboarding Steps– Partner / HP Pre-Onboarding Call– Customer Onboarding Call– HP / Partner Entitlement– Customer Account Management– Post Go-Live Adds and Entitlement– Support

MAI Onboarding

For Managed Fleets that include A3– A3 Deployment Responsibilities Overview– A3 Deployment Steps with Process Owners

2

Invoicing

Install, Move, Add, Change, Delete (IMACD)– Fit for Service Requirements– Submission Process– SharePoint Process Flow– Troubleshooting Guide

Service Requests / Escalations– Scheduling service Requests– Supplies Requests– E2E Repair Process – Break/Fix, DNR Process– Escalations, ATR Issues, and Toner Labels– A4 Early Toner Shipment– Time and Materials (T&M) Repair Approval Process– Managed As Is (MAI) Onboarding

Reporting– How to Pull Reports– Service Metrics Reporting– Available Reports

NRD

SOW Renewal

Service Hours and Definitions

3

Service Hours

4

HP Holiday Schedule:

HP Tech services only available:– Martin Luther King Day– Presidents’ Day– Friday following Thanksgiving– Christmas Eve– HP company-wide shut down between

Christmas Day and New Year’s Day

No HP service available:– New Year’s Day– Memorial Day– Independence Day– Labor Day– Thanksgiving Day– Christmas Day

Hours of Operation, Monday thru Friday, 8:00 AM to 5:00 PM MST

Table of Contents

Table of Contents

Definitions

Contractual Definitions:

Rate Schedule

– Contractual document between Partner and HP which

Establishes:

• Page rates HP will charge Partner

• SLAs that HP will deliver on behalf of Partner to the Customer

Contract:– Contractual document presented by Partner to Customer for signature

5

Status:Need an update

Elevation:The issue wasn't fixed and the issue needs to be elevated to a higher level of support

Escalation:Issue that is affecting customer and HP relationship and the Partner is threatening to leave

*Operational Terminology:

Priority 4 HR:

Hardware Break/Fix: 4 HR initial onsite response by an authorized HP Tech

Toner: Drop Ship

Advantage (NBD):

Hardware Break/Fix: Next Business Day (NBD) onsite response by an authorized HP Tech

Toner: Drop Ship

Extended Reach:

Hardware Break/Fix: Best effort onsite response based on location by an authorized tech.

Toner: Drop Ship

Service Level Agreements (SLA) Definitions:

Multi Vendor: Optional service level for non-HP Copier Like devicesSLA: NBD (Contracted tech only able to service ‘copier like device)Toner: Drop Ship

Overnight toner orders must be placed by: 11:00 am pacific, and 2pm eastern

*Common Language used in day to day business. Does not correspond to system statuses or processes Table of Contents

Managed Print Central (MPC)

6

Partner MPC Roles

Partner Role Business Responsibility Primary Portal Capabilities Unique Portal Functionality

Admin -Initial setup of Partner Business Data.-Administer all Partner User Roles

-All capabilities below, except sales authorization levels (req. Sales Manager)

-Setup/Maintenance of Company User Roles.

Business Manager -Manage Investment/Return from MPS Business -Business Management and Reporting -Authorization and Approvals

-All Opportunities-Pricing approval and price point settings-Company and Contact info.

Sales Manager -Manage Portfolio of MPS Opportunities -Manage Sales Rep loading and performance

-Create and/or View all Opportunities -Approve pricing/margin exceptions

-Manage Customer Users-Approve Exceptions to pricing/margin guidelines

Sales Rep -Manage Customer Sales Process-Qualify opportunities and account potential

-Enter Opportunity into portal-View own Sales reports and Customers

Note: Cannot create Proposals

Analyst -Develops Proposals (with input from Sales Reps)-Recommends options for optimization

-Import or populate devices into opportunity -Pricing/Margin Analyzer Slider-Proposal Builder

-Create ProposalsNote: Cannot create or view customer account or opportunity

Account Manager -Post-Sales customer Onboarding and account Management-Development of Periodic Business Reviews

-Setup customer portal account and service entitlement for devices-View customer reports

-Customer Onboarding-Customer account, fleet and user adds, moves and changes

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Partner HP Customer

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Table of Contents

Partner MPC Capabilities (Cont.)

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Admin Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y

Business Manager Y Y Y Y Y Y Y Y Y Y Y N Y Y Y Y Y Y Y N Y Y N Y Y Y Y Y Y Y Y Y Y Y

Sales Manager Y Y Y N N Y Y Y Y Y Y N N Y Y Y Y Y Y N Y Y N Y Y N Y Y Y Y Y Y N N

Sales Rep Y Y Y N N Y Y Y Y Y Y N N Y Y Y Y Y Y N Y Y N Y Y N Y Y Y Y Y Y N N

Analyst Y Y Y N N Y N Y Y N N Y N Y Y Y Y N Y N N N N N Y N Y N N N N N N N

Account Manager Y Y Y N N Y N Y Y N N N Y N N Y Y Y Y Y Y Y Y N Y Y Y Y Y Y Y Y Y Y

Partner HP Customer

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Table of Contents

Customer MPC Roles and Capabilities

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Admin Y Y Y Y Y Y Y Y Y Y Y Y Y N Y Y Y Y N Y Y Y Y Y N

User Y Y Y Y N N N N N N Y Y Y N Y N N N N N N N Y Y N

Business User Y Y Y Y Y Y Y Y Y Y Y Y Y N Y Y N Y N Y Y Y Y Y N

Partner HP Customer

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Table of Contents

Administrator Role: Create and edit users

Business User Role: Edit attributes of devices, billing codes, log service requests in MPC

Basic User Role: Log service requests and read-only on all other information

Universal Device Agent (UDA) Installation

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UDA/alternate Device Collection Agent (DCA) installation is highly recommended during Pre-Sales to expedite Onboarding Process

Partner Sales: Introduce HP UDA to Customer

• if SOW is won, not signed until HP UDA/DCA is installed

Confirm with Customer minimum requirements for HP UDA/DCA install

• Partner Sales Rep provides UDA Installation

• Need network "admin rights" to install UDA

• UDA recommended on server. Not recommended for laptop

Trigger Email through MPC containing installation link and Instructions

Install and configure UDA

• Partner provides ‘UDA installation Guide’ to Customer

Validate DCA has been Installed

Installation troubleshooting/Devices not Reporting

• For troubleshooting support refer to UDA Install Guide (Below)

• If devices stop reporting and assistance needed contact Customer IT Dept.

• escalate to l1.edp@hp.com for support if needed

Partner HP Customer

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Table of Contents

MPC actions requiring 24 hours:• UDA installation• New device added to network• To see most current supply levels

Partner is responsible to work with customer to ensure UDA functionality post-installation

Table of Contents

Managed Print Central (MPC) Customer Account and Opportunity Setup

Create Customer in MPC

• If not done during Assessment Phase

Create Opportunity in MPC

Upload/Import Devices (UDA/Excel)

• If using UDA refer to UDA installation.

If using UDA, add locations to fleet export sheet and re-import

• Completing this step in Pre-Sales expedites Onboarding

Review locations and associated service levels (change if necessary)

Add devices to proposed Fleet

Consider all unique pricing requirements (i.e. MICR, Embedded Tech)

• See MICR Toner CPP Process

Cost Analysis

• Final Pricing Confirmed- Partner Price Approval Process

Generate MPC Rate Sheet/Proposal and create Contract

Sign MPC rate schedule Doc

Customer signs Contract

(If special pricing) Partner is notified of decision. If approved, new CPPs are uploaded

Partner HP Customer

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Mark deal as won in MPC

If no current fleet assessment is necessary

If Assessing Current FleetCreate

quote/proposal through MPC

Review program pricing for proposal

(Optional) Request Exceptions

• Pricing, Devices, Locations/SLA’s-provide justification

• Upload Signed Rate Schedule

Managed Print Central (MPC )Onboarding Steps

12

MPC Auto-Email Notification sent to Designated Account Manager

• Note: Auto –Email contains Link to MPC Onboarding tasks

1. Enter “Target Go-Live Date”

• Final date will be determined jointly by both HP OPM and Partner

3. Partner AM assigns Customer Administrator in MPC

• Customer Administrator will receive link to MPC

2. Setup Customer Account-Complete/Confirm Customer account details

• Items to be completed/confirmed:

– i.e.: Billing Contact Location Setup Address for Service

Delivery and Supplies

4. Confirm Data Collection or Install UDA

For Managed Fleets that include A3(A3 authorized Partners)

• For A3 Onboarding refer to A3 Deployment Steps with Process Owners

• Provide Installation support If not already installed during Assessment

• For HP assistance contact: L1 MPC Support Team -l1.edp@hp.com

HP OPM contacts Partner IM

5. Configure Devices to Place on Contract

• UDA must run for at least 24 hours prior to this step

• Add Price Points

• If the fleet includes MICR devices, see –MICR CPP Process

HP Onboarding PM receives auto-generated MPC messages as MPC Onboarding steps are completed

Partner HP Customer

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HP OPM confirms account setup is correct in HP Tools

• Tools: Orion, ATR, MPC, DCA, SLA deadlines.

• HP OPM produces an account Health Check report

• For Escalations

Assign account manager in MPC

• After Partner account manager is assigned, HP Onboarding Project Manager (OPM) is assigned

Partner / HP Pre-Onboarding Call

13

Partner marks deal as “Won” Through MPC

• HP OPM receives Rate Sheet • HP OPM reaches out to Partner

Partner IM and HP OPM Schedule Onboarding call

Review Customer/Rate Sheet

• Confirm UDA is installed and devices are reporting

• Confirm/Add customer location list and SLAs with contact names and information

• Review/Identify MICR or specialty cartridge needs

• Identify mission critical devices• Review Onboarding Checklist

Confirm set-up for Partner toner fulfillment

Identify Agenda for Customer Onboarding Call

Confirm new A4 hardware installation

Review A3 HW Order form/Site Assessment form

(A3 authorized Partners only)

• HP A3 OPM and Partner

• Two HP OPMs assigned when both A3 and A4 devices are involved.

• Link: A3 Deployment Steps

• Hardware installation requirements (delivery of new and removal of old)

• Send Hardware installation PO to HP

• ATR default threshold:– 18 days or 15% remaining – Default delivery: Drop ship

• Within first 90 days ATR will calibrate to customers usage and adjust threshold

• Key Information/Data to be collected

Partner HP Customer

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HP Contract Approval Process

• HP Contract Administrator reviews Rate Sheet for minimum deal size:

• >=50 A4 Devices• >= 5 A3 Devices

• Note: MPS Exception approval required for deals below minimum device count

Customer Onboarding Call

14

Customer Call is driven by Partner and invitation sent to HP Onboarding PM required

Partner Schedules Onboarding call with Customer

• Objective of customer onboarding call is to finalize project details

• Coordinate attendance with HP

Confirm Fleet Data and Onboarding Checklist

• Fleet Locations, printer name, and directions to printer must be captured

• MICR/specialty devices, devices not on SOW, non-networked devices, customer contacts, schedule special security/entry policies

• Review Onboarding Checklist

Confirm SOW Details

• SLAs• Auto Toner Replenishment (ATR)• Data Collection Agent (UDA / or alternate)

(A3 Only) Review

• A3 HW Order Review• Customer Workflow• Logistics• Deployment Schedule

Review Entitlement ProcessConfirm Customer Invoice/Billing

Introduce IMACD Processes/ Documentation

Introduce HP MPC

• Plan MPC Training session• Customer Self Asset Tagging/Field Asset Tagging

• Identify “Groups”, Cost centers, Billing Codes, etc.

• Link: Invoicing

Confirm Go-Live Start DateDetermine if Certificate of Insurance (COI) is required

Obtain Customer Approval(May occur post-call via email)

• Secure Customer approval for Customer Onboarding Schedule

• Secure approval for customer Asset Tagging Schedule

• Identify if customer needs to provide any additional fleet data to finalize device setup

• If COI is required determine if Partner or HP provides COI

Partner HP Customer

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Partner/HP Entitlement

Ensure UDA is installed and devices

are reporting

Select Devices to place on Contract

Schedule Review of Final Device List

with HP Onboarding PM

Schedule Onboarding project review

Identify Non-networked devices for manual upload

HP Onboarding PM confirms account set up is correct in HP Tools

Entitlement (by serial #) begins after Previously set Go-Live start date

HP Onboarding PM coordinates asset tagging of devices

MPC training between Partner and customer should occur during Entitlement process diagramed below

Partner conducts regular project update calls with customer and HP (for multi-week projects) to ensure entitlement process is being completed

• HP updates fleet in MPC with printer ID #’s

• Tools: Orion (including SLA deadlines), ATR, and MPC

• HP Onboarding PM requests Health Check Report

• If devices require LLC sends list to Partner IM

• Link: Escalation Paths

Partner HP Customer

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HP Onboarding PM sets Go-Live Start Date

• Devices listed in customer Rate Schedule

• (Device is added to location and added to SOW/Contract)

• HP Onboarding PM works with Partner IM to sticker devices

• > 10 devices, HP sends tech to install stickers on devices

• < 10 devices, customer stickers devices

• Review is between Partner and the customer, HP is not included

• Previously created Rate Sheet includes all information pertaining to fleet

• Locations, price points, devices, term, and SLA’s

• UDA installation

MPC Customer Account Management

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Partner uses MPC to Manage Customer Account

Customer Account Dashboard

Customizable section, with widgets to show customer account details and activity

• Details• Opportunities

o Access to sales activity• Locations

o Configure addresses• View data collector setup• Users• Billing Codes

o Creation and assignment

• Fleet Data Management tasks• Fleet View

o Fleet device tableso Device level details including service historyo MACD actions

• Device ReconciliationAllows tech entitled devices to be connected to UDA reporting devices

• Misaligned DevicesModel entered is not mapped to HP’s database

• Missing price pointsView models pending entitlement to apply program pricing

• Place on ContractView and place eligible reporting/local devices on contract

Contract Management

Partner HP Customer

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Account

Fleet

• Detailso Contract Summary

• Add Price points• Add Locations

Service

• Service Ticketso Service Eventso Device service details/History

• Service Request

MPC Service Management Details

17

Service View

• Provides service ticket summary view and opportunity to log service requests

• Clicking on the Service Task type in the Service Tickets Tab displays details about the specific service task

• Refer to Service Requests

• The service request through MPC will also generate an email confirmation to the email address provided in the service ticket (requestor can identify another person as the ‘service contact’)

• Email will provide details regarding the service request and the 800 number to call to follow-up on the request if necessary

Automatic Toner Replenishment (ATR)

Checking Service Status

Click on an event in the Service History to display details about service task.

• View the Printer Problem and confirmation number

• The request date and time and requestor are shown

• If parts or supplies are shipped, a tracking number will be applied

• Just in time delivery of ink/toner for a customers reporting device that have been placed on contract (entitled). Device will indicate low-consumable, this is to be disregarded as it does not initiate ATR supply requests

• Long Life Consumables (LLCs)/maintenance kits not included, must be ordered through service request

• ATR thresholds: – **18 days or 15% remaining – Default delivery: Drop ship

• The HP Automatic Toner Replenishment (ATR) triggers are primarily based on “days remaining” to ensure that toner/ink is replaced just before the current supply runs out (~1 week)

Supplies Request

• Refer to Supplies Service Requests

Partner HP Customer

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Service Request Supplies Request

*Days remaining is based on a customer’s specific print history calculated by ATR.

Add A4 Devices Post account go-live : A4 devices are entitled through IMACD process.

Add new location, building, service delivery address:

Add A3 Devices Post account go-live :

For complete A3 Deployment Process: A3 Deployment Steps with Process Owners

MPC Post account Go-Live

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Partner HP Customer

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Add location and at least one building (multiple buildings if necessary) to the Customer

Account

Add the location to SOW/Contract from the Fleet Data Management or “SOW”

menu item in the MPC Customer Account

To move existing devices from a current location to a new location, use the IMACD Form

Once the location is added to SOW/Contract, a new device can

be added to that location.

• Link: IMACD Process

Location adds and Entitlement Process

HP Onboarding PM will notify the customer and/Partner when the A3 device is installed

After install is completed, device must be assigned a location and added to the SOW in

MPC by Partner IM and/or Customer

HP Onboarding PM will update the printer ID# (asset tag #) and verify directions to the Printer

Managed As Is (MAI) Onboarding

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Managed As Is (MAI) Requirements

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If Toner and LLCs are needed, they can be manually ordered by calling pMPS Dispatch team at 800-745-2025

• If > 10 Devices per location technician will perform entitlement

• If <10 Devices per location customer will self entitle using IMACD Process

• If needed upon entitlement, HP will provide toner as part of CPP.

>10 per location devices are not fit for service if:– If Configuration page cannot be printed– LLC is required for the device– Device is not operational (i.e. Displaying error message)– EOSL– If repair is required, partner must agree who is to perform repair (HP or Partner)

o If Partner chooses for HP to perform repair, devices must be identified during Onboarding o If Service/Parts/LLCs are needed, they will be charged at Time and Materials (full price and labor) for the repair/replacement

(separate from program service tickets and CPP)o HP Onboarding PM communicates which device(s) need service to call entry team

Call Entry Team creates setup ticketHealth Check Report:

– HP Onboarding PM will provide report to show devices connected to DCA– Device Must be communicating to the DCA to be added (Unless Local Device) and must be included in HP

– If device is not communicating to DCA Partner informs Customer – Device must be communicating 24 hrs. prior to performing IMACD.

If devices cannot be entitled:1. HP Informs the customer and Partner that device was rejected and why2. HP Dispatch will Quote cost of solution under Time & Materials

• The Partner can advise the customer from the info HP provides Table of Contents

MAI Onboarding Process

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# of Devices

Customer will self Entitle Devices (IMACD)

Technician will arrive, complete Health Check, and Entitle devices

Partner HP Customer

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Are repairs needed during Health Check?

Repairs will be completed under Time and Materials billing

Finish

<10

>10

Yes

No

Are repairs needed

within 30 days

No

Repairs will be completed under Time and Materials billingYes

Managed Fleets that include A3 All HP Partners have access to sell A3 Devices Partner A3 Hardware Ordering requires pMPS program authorization. The following process applies only when HP is managing A3 deployment and

installation on behalf of the partner.

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This information is being shared but is only relevant to HP Managed Page Partners with A3

Hardware Ordering authorization.

For questions regarding A3 authorization please contact: partnermps@hp.com

A3 Deployment Responsibilities OverviewPartner HP Onboarding PM HP LSC Third Party

Requests staging location/populates Site Assessment form

Provides staging location

Orders completed HW configurations through LSP

Posts completed HW order with Serial #’s, Tracking, Carrier info to Share Point

Receives configuration at staging location and performs staging activities including LPD activation

Pre-planning, customer meeting if needed

Schedule Delivery of device (check MOD availability to area)

Validate with Customer Delivery date and Install Date

Schedule Certified Engineer for install and validate target date Availability

Notify Customer of ETA one (1) day prior to delivery and install

Delivers and installs device

Completes entitlement Orion

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Partner HP Third Party

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A3 Deployment Steps with Process Owners

1. Partner Requests staging

2. HP Onboarding PM updates A3 Deployment SharePoint with Staging location

3. Partner Orders HW through LSP

• Fills out required columns on the A3 Deployment SharePoint and requests a staging location

• Attaches the completed site assessment forms on the A3 Deployment SharePoint

• HP Onboarding PM populates the A3 Deployment SharePoint with staging location

• Order complete A3 configurations with LSP including staging location address

• Posts Order number to A3 Deployment SharePoint

• Complete HW deployment form and attach to A3 Deployment SharePoint

4. Internal Pre-planning meeting with Partner

• HP Onboarding PM schedules call with Partner to review deal and site assessment

• HP Onboarding PM updates HW deployment form using site assessment information

5. Customer planning meeting (Optional if Existing Customer or not Extenuating Circumstance)

• Partner schedules call with customer and HP Onboarding PM

• HP Onboarding PM leads review of implementation process with customer

• HP Onboarding PM updates HW deployment form

• HP Onboarding PM coordinates with Installation Team

• HP Onboarding PM requests an onsite CE from HP

6. HP Onboarding PM Installation Team coordination

7. Installation Team receives configuration and begins staging

• Performs staging activities per A3 HW deployment form

8. Installation Team Contacts client for delivery

• Contacts Client to verify delivery date and onsite assessment details

9a. Installation Team delivers and installs device

• Performs installation activities; • Installation Team updates HW

deployment form with sticker information

10. HP Onboarding PM completes entitlement

11. Partner completes entitlement

12. HP Onboarding PM conducts customer satisfaction call

• HP Onboarding PM finalizes entitlement start date. Checks deadline management for accuracy, Updates as needed in the system

• Partner sends location task assignment information to entitlement team

• HP Onboarding PM performs customer satisfaction call and updates the A3 Deployment SharePoint

• Partner receives confirmation email

Partner HP Third Party

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Table of Contents

9b. HP CE Ensures device is setup on network and functioning properly

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Partner A3 Procurement requires pMPS program authorization

NEW HP Site Assessment form for A3 orders (FAQ)

FAQ’s• What is the NEW Site Assessment form?

Answer: The new and improved Site Assessment form is intended to reduce the amount of duplication and redundancy found in the old form. In essence, to convenience the customer experience. Hence, it is being streamlined from several pages down to two.

• Is the old form obsolete?Answer: Yes, please disregard use of the old form. The new form is to be used effective immediately.

• What has changed with the NEW Site Assessment form?Answer: Users of the form will notice that previous, duplicative verbiage has reduced and moved to the “I understand that” section of the form.

• How does this affect the SharePoint site?Answer: There is no change to the SharePoint site by using this form.

• How does this affect the MOD request process?Answer: There is no change to the MOD request process by

using this form

Table of Contents

Site Assessment Form

Partner A3 Procurement requires pMPS program authorization

Pass through Return Merchandise Authorization (RMA)/Credit flow

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Displays the flow of the return process as well as how credit will be returned to LSP and Partner

PremierPartner Reseller

Distributor LSP HP

RMA

Credit

Table of ContentsPartner A3 Procurement requires pMPS program authorization

A3 RMA Return type definitions

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It is critical to classify the reason for return correctly, as each type has to follow different paths.

• In transit Damage – Evident and visible physical damage on the package that might critical affect the contents inside the package . All packages with visible damage box conditions must be notified to the carrier indicating the P/N and the qty “damaged” on the Carrier´s Bill of Landing/POD (Proof of Delivery). Take pictures and notate the damage. Contact your Distributor immediately for an RMA (Return Material Authorization). No Tech support case required.

• Damage Refusal – Same as “In transit damage” but you were able to refuse the shipment to the carrier (Recommended)

• Concealed Damage – Physical damage affecting the contents of a sealed (and apparently undamaged) package. Contact your Distributor immediately, take pictures and notate the damage. These pictures will be essential in the claim process. No Tech support case required. HP policy allows 6 months from HP invoice date to report a concealed damage claim.

• DOA - Applies for defective units with < 30 days from Distributor delivery date or Service ID activated date. If defective units are >30 days from distributor delivery date or service ID activated date then in warranty claim process must be followed. DOA has twopossible situations:

– Dead On Arrival – Product considered to be fundamentally flawed, and therefore viewed as an utter failure from the start (unit is not operable at power-up ). Usually unit is returned without on site technician diagnostic. It requires a valid Tech support case.

– Defective On Arrival- Unit that turned on but does not conform or fail to a customer’s requirements upon initial inspection, Complex diagnostics is required to determine if the product "is really defective or deficient". On site technician diagnostic isrecommended depending of each case. It requires a valid Tech support case.

Note: HP’s Tech Support will take ownership and troubleshoot both DOA and in-warranty claims. HP Tech Support’s role is to resolve the DOA and In warranty defective units, not to approve or issue RMAs. For an RMA please contact your distributor directly.

Table of ContentsPartner A3 Procurement requires pMPS program authorization

Returns for In transit damageValidate box conditions upon arrival, if any damage is found that might critical affect the contents inside the package, refuse shipment and notify HP Onboarding team immediately.

Carrier POD

Photos indicating damage.

MO

D

Shipping Damage?

Open box validate unit conditions

Validate box

conditionsYES

NO

New unit arrives

*All packages with visible damage box conditions must be notified to the carrier indicating the P/N and the qty “damaged” on the Carrier´s Bill of Landing/ POD (Proof of Delivery) document

Please provide photos for the damage including the box labels and a copy of the POD signed as damage in order to expedite replacement

Provide exchange unit or credit

2-3 BD

LSP

Notify Onboarding

team

Indicate damage details on carrier POD*

Take photos as evidence *

Refuse Shipment

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nboa

rdin

g

Fill RMA exception form with “damage refusal” and send it to Partner

Add Reseller PO to RMA exception form and send it to LSP

Table of ContentsPartner A3 Procurement requires pMPS program authorization

Returns for Concealed Damage

29

If no shipping damage was found but after open the package the unit is found with physical damage, notify HP Onboarding team immediately.

MO

D

Configure & Validate

functionality

Shipping Damage?

Open box validate unit conditions

Unitdamage? YES

NO

Take photos as evidence of concealed damage

Validate box

conditions

Notify Onboarding

team

NO

Please provide photos indicating damage and photos of the undamaged box including the box labels.

Pre

mie

r P

artn

erH

P O

nboa

rdin

g

Fill RMA exception form and send it to Partner

Add Reseller PO to RMA exception form and send it to LSP

HP policy allows 6 months from HP invoice date to report a concealed damage claim.

Table of ContentsPartner A3 Procurement requires pMPS program authorization

Returns for DOA or Defective/Dead on Arrival ( Out of Box )

30

If your unit is DOA make sure you call Tech Support: Premier Partners delivered service: 888-472-2737+PIN#

Diagnose by performing full

troubleshooting

TrueDOA**?

Provide Tech Support case # include troubleshooting

steps performed

NO End

YES

Configure & Validate

functionalityDOA? YES

NO

Contact HP Tech

support

888-472-2737 + PIN #

End

New unit arrives

CDAX / Tech Support Case

MO

DH

P Te

ch S

uppo

rt

**DOA -Defective/Dead on Arrival applies for defective units reported by MOD/End Customer with < 30 days from Distributor delivery date or service ID activated date. If >30 days in warranty claim process must be followed.

Troubleshooting steps documented is required for a valid DOA Tech support # case.

Notify Onboarding team

Pre

mie

r P

artn

erH

P O

nboa

rdin

g

Fill RMA exception form and send it to Partner

Add Reseller PO to RMA exception form and send it to LSP

Table of ContentsPartner A3 Procurement requires pMPS program authorization

WHAT IS CHANGING? To improve follow up and accountability of return claims, A3 distributors will assist MPS Premier Partners with DOA/In transit damage RMA process. Therefore if a in transit damage is found or once a DOA has been validated by HP Tech support please contact your A3 distributor to initiate the return process. Physical returns to HP will only be credited to your account if they are submitted to HP via A3 distributor.

WHY IS THE CHANGE NEEDED? In line with HP’s goal of simplifying how we do business, HP has been working directly with its distributors and dedicating long time to improve the DOA/In transit damage process to reduce waiting times, delays in the process and avoid unnecessary steps to provide an effective resolution to all Premier Partners, the new RMA process will improve the cycle time for credit release by A3 distributors, it will also improve accountability defining the process to follow for the different return scenarios

ARE THE END-CUSTOMERS WILL BE AFFECTED? Yes, positively, we want to delight end customers with our return service, Premier partners are playing a key role for A3 HP business, so we need an effective support when there is a DOA or In transit damage discovered. We are working to provide speed and agility to rapidly get the distributor releasing your credit. This is a great opportunity to demonstrate the high quality level of support that HP is delivering.

WHAT DO I NEED TO DO NOW?1. Please read carefully the RMA training guide and understand different scenarios and how to fill the RMA exception form correctly, this form will be used from now on to notify distributor for any

DOA/In transit damage RMA requirement2. Make sure that MOD/HP Onboarding/CE Install Technicians understand the new process.

WHERE CAN I LEARN MORE? If you still consider that training sessions are required, please notify your HP contact to arrange this training. (Webinars)

WHAT HAPPENS IF I SUBMIT AN E-MAIL DIRECTLY TO HP REQUESTING A RMA? You will receive an automated email redirecting you to your point of purchase (Distributor). If you don’t follow this processthere is a risk that your account is not credited for this return.

WHAT PROCESS SHOULD BE FOLLOWED FOR A4 AND S-PRINT DOA’s? ? You need to call HP tech support for DOA validation and a valid tech support case #, with this number the distributors should be

able to assist to request a RMA.

WHAT PROCESS SHOULD BE FOLLOWED FOR A IN WARRANTY CLAIM? If the unit has been in the field for more than 30 days (from distributor deliver date or Service ID activated date) and is under warranty

period you need to call HP tech support for troubleshooting / repair assistance. If at the end a replacement is required, HP will provide an RMA and a replacement unit

WHAT PROCESS SHOULD BE FOLLOWED FOR CONCEALED SHORTAGE? Report immediately the case to your distributor, they may be able to check if the item for some reason has not been sent by their

warehouse or the carrier still has it.

DO I NEED TO REQUEST A RMA FOR THE WHOLE CONFIGURATION OR JUST THE DAMAGED/DOA UNIT? We recommend to request the RMA just for the Damaged/DOA item and keep the items in good

condition to be used in the replacement , but if it is needed you can request the RMA for the whole configuration but it is necessary to separate the items in their boxes before shipping for proper

disposition and credit release.

Frequently Asked Questions

Table of ContentsPartner A3 Procurement requires pMPS program authorization

Invoicing

32

Invoicing

33

On all NRDs or local devices, manual page counts will be required in order to be billed. (No estimates will be billed)

Account is created in MPC and is pushed to Orion

Account is set up in EDP and live in Orion with devices, contract terms,

and bill dates

Bill generates 30 daysfrom Contract Start Date

Assigned Contract Administrator creates invoice and verifies data

Completed Invoice is delivered to Partner

Once finalized, invoice is given an invoice number, date, and total

Partner HP Customer

Legend

Table of Contents

Move, Add, Change, Delete (MACD)

34

Move, Add, Change, Delete (MACD) Operational Definitions Terms used when a device is added or changed within customer fleet

• Move- Why: A device is moved to a new location from where it originally was in a customers environment; A new IP address will be attached to the device based on its new location

• Add- a device that is physically where it is going to be used but it's not on program yet; – A configuration page needs to be printed out by the customer and emailed to the pmps Dispatch team

– If the local devices are in the direct area where technicians are, HP sends a tech

– If the local device are in third party areas, HP needs to define if third party will be sent out

– Stickering occurs as a part of Add either by an HP service tech out to put stickers on or Dispatch can mail stickers to customer

• Change- A device has not been working, the customer needs to call for a service ticket. The field tech notes on the ticket that the device is no longer serviceable and needs to be replaced.– "Change" can also include things like a name change on the device

• Delete- Billing gets a notification that the device went off program at x date. One final bill is created including the date that the device went off the program.– Devices will go off program the date that the form is received by Dispatch.

• Stickering needs (separate from MACD form): – Process: Partner or customer emails pmps-Dispatch@hp.com for stickers.

– Info needed from Partner: Device(s) serial #s, Stickering location contact and contact phone number

35 Table of Contents

Move, Add, Change, Delete (MACD) Fit for Service Requirements

36

Devices are not fit for service if:–Long life consumable (LLC) is required for the device–Non-operational (i.e. Displaying error message)–Not communicating to the DCA (Unless local device)

• If device is not communicating to DCA, Partner informs Customer • Device must be communicating 24 hrs. prior to performing MACD.

If device cannot be entitled:HP Dispatch:

1. Informs the customer and Partner that device was rejected and why2. Dispatch Quotes cost of solution under Time & Materials

• The Partner can advise the customer from the info HP provides

Outlines what is required to perform an MACD

Table of Contents

Click on the action you would like to perform:

• Move

• Add

• Change

• Delete

For additional instructions on adding Billing Codes, Custom Device headings, Partner account

administration, account management, and more click on “Partner MPC IMACD” Process below.

Performing MACD

37

How to use MACD functionality through MPC

Table of Contents

MACD FAQs

38

Why is Device not reporting in UDA:• Can be checked without customer interaction:

o UDA data collector at customer site is online and workingo Proper IP range is added that matches the device's current IP addresso Other less common issues such as 2 devices using same IP address, or

formatter changes• Need customer's help to check:

oSNMP version 1 enabled on device itselfoSNMP community name is set to public or matches the custom community name set on the corresponding IP range in UDA.oA firewall is not blocking SNMP traffic between the data collector and the device (UDP Port 1)

Device not reporting in FMAudit:• Same as UDA with the following changes:

o SNMP version 1 is not required.o The SNMP version on the device has to match the settings on the

customer installation of FMAudit (called FMAudit Onsite).

Note this check must be done by the customer. Cannot see what SNMP versions are enabled from HP/Partner side.

o The SNMP community name on the device can be any of the configured SNMP community names in FMAudit.

These names are valid for all ranges on the entire account.

Device reporting but location/building not set up:• New locations should be added in MPC and placed on contract by Partner

BEFORE an IMACD add is requested at location.o This goes for both FMAudit and UDA.

Why is my Customer not on UDA:• If customer is not on UDA they must be utilizing FMAudit. They have to

be using one or the other.

What is the Time frame to see device active and scanning update in MPC?• Location set up, device submitted and confirmed:

o 1-2 days if entitled with Orion (via the MACD team)o Instantly if the customer is using UDA and device is entitled using MPCo Note: Most partners place new devices on contract using MPC themselves

Eliminates majority of guesswork and system syncing issuesNotifies partner immediately of any issues

Table of Contents

IMACD FAQs (Cont.)

39

Location set up, device submitted, but still not on contract:

“Entitlement Pending” Error

• The #1 reason a newly added device is showing this “Entitlement Pending” error in MPC is a missing price point for that model.

• Once the correct price point is added, error goes away immediately.

MICR

• MICR devices need special price points added.

o If the price point for the model and the correct MICR consumable type is not listed in MPC and the partner gets an error when trying to add it

email request to l1.edp@hp.com with approval from the pricing team if required.

HP will escalate to have price point added to MPC manually for customer.

Location set up, device submitted, confirmed by MACD team, but still pending in system:

• Possible that the last scanned date says pending in MPC.o Device reconciliation page needs to be checked to see if the device

needs to be reconciled.o If reconcile needed: reconcile device using that page. There is an

automatic device reconciliation script that runs for devices entitled using Orion There can be an additional day delay for a device to be

automatically reconciled.• Entitling a device using MPC eliminates this issue, as devices are

always reconciled to UDA when they are entitled.o If using FMAudit, wait another day or two for data to sync.o Consumable data from FMAudit should show in MPC in another day.o There are scripts that link newly entitled devices to FMAudit devices

and others that transfer the data to Orion, then to MPC.

Table of Contents

Service Requests/Escalations

40

Requesting Break/Fix Service

41

MPC is the quickest method for requesting service - A service request can be initiated by clicking on ‘Request Service’.

Alternatively, request service by calling HP at1-800-261-0291.• If “Call HP” sticker was applied on the print device when device was added to contract, call HP. • If “Call Help Desk” sticker is applied, call customer help desk to log service ticket.

A non-registered User from the customer site can use the URL on the sticker to log a service call outside of MPC: (www.hpmpsservice.com)

There is also an “MPC Service” app available for iOS and Android smart phones, allowing for service requests to be logged instantly from your phone.

To request Service, Enter required info, and select service type (Printer issue/Supplies).

Select issue type from list of Print Quality, Printer Problem, or Supplies.

Click Request service.

• Enter notes that will help technician locate device and repair on first visit.

Partner HP Customer

Legend

Table of Contents

To receive a Service Visit Update:Email: cmps-servicerequest@hp.comSubject: Status request –(“incident” or “confirmation”)- State (e.g. CA)

The email must include the confirmation #, and state to ensure email gets to the right person (assigned by state).

Requesting Supplies

42

Supplies Requests and are initiated in the same manner as Break/Fix Service requests:

• Alternatively, supplies can be requested by calling 800-745-2025 (leave message if necessary). Tollfree number is also provided on the sticker placed on print device.

Partner HP Customer

Legend

Table of Contents

To receive a Service Visit Update:Email: cmps-servicerequest@hp.comSubject: Status request – (SV XXXXX) OR (“incident” or “confirmation”)- State (e.g. CA)

The email must include the Service Visit(SV) #, and state to ensure email gets to the right person (assigned by state).

To request Supplies Service, choose the symbol for Supplies. Current supplies levels for the device will be shown.

Choose the supply that is needed.

Set the priority of this request by choosing whether the device can still print a few more days.

• Add any notes that may be beneficial• Emergency Requests:Add: “Ship via Supplies Network-Overnight ship”

Click Request Service

• The quickest method for requesting supplies is in MPC. A supplies request can be initiated by clicking on ‘Request Service.’

E2E Repair Process

43

Initial service Requests

Service Request Created and Dispatched

•User/Partner initiates request via MPC or calls HP•Service Visit # assigned in HP system

•SV# routes to MPS Dispatch •Dispatch assigns SV# to HP tech

Tech arrives onsite according to SLA

•Priority 4 HR: •If SLA will not be met, technician will inform customer of delay and provide ETA

•Next Business Day (NBD) / Extended Reach : •Tech sends ETA to Point of Contact provided. Will conduct phone triage with Point of Contact to order parts for NBD delivery

Repair is completed

•HP’s strives to complete repairs on the first visit; however, sometimes additional visits are required•Technicians attach a Printer Status Note on the device after a visit, indicating current status (i.e. “Printer Fixed” or “Will return on XX/XX/XXXX” etc.)•Inquiries regarding service visit status are directed to: •cmps-servicerequest@hp.comNOTE: Tracking #s are available next day for parts shipped. Shipping cutoff is 3:00 PM MST

Partner HP Customer

Legend

Table of Contents

E2E Repair Process

44

Tech-initiated L2 Service Request Escalations

L2 NTS Tech Support

MPS & NSS Techs Tech escalates to HP L2 Tech Support for further review and to provide next steps• Tech completes Escalation form and

submits for review• 24 HR to review repair escalations,

provide next steps, and order parts if needed

• Tech may be requested to attempt additional repairs

EOSL devices receive MPS support until EOL status reached

End of Service Life (EOSL) Device Coverage

• Devices not yet past EOSL date at time of contracting (new/renewal) receive MPS support at standard pricing

• Devices past EOSL date at time of contracting (new/renewal) receive MPS support with a price uplift above standard pricing

NOTE: HP will provide updated list EOSL device lists quarterly

Device Not Repairable

• In Warranty• Less than 30 days: DOA, Partner replaces

device through distributor RMA process• Greater than 30 Days: HP replaces

devices using standard warranty process• Post Warranty• Reached EOSL- Customer responsible to

replace the device• Prior to EOSL- HP replaces with like-for-

like device (CPPs for new model apply)• Customer Damage: No credit, customer responsible to replace the device

Partner HP Customer

Legend

Table of Contents

EOL : End of Life – When a division decides not to manufacture a product any longer and when replacements cannot be

generated. Device must be removed from contract due to HP being unable to support device

EOSL: End of Service Life– After a device is EOL and is no longer serviceable with parts or service (usually within 3 to 5 years of

the EOL date). EOSL devices are able to receive HP supplies as long as supplies are available.

Device Not Repairable (DNR) Replacement Process

45

For devices deemed as not repairable by ATS L2 and still under HP Support life and PMPS Contract.

Partner HP Customer

Legend

Table of Contents

EOSL Products: Customer’s responsibility to replace

In Warranty products: L2 will initiate replacement process through Commercial Escalations Team at warranty cost

Out of Warranty products: L2 will initiate the replacement process through Commercial Escalations at MPS cost center

Obsolete Products: L2 will take the decision to request device’s like by like model recommended on http://hpprinterupgrade.com/home/legacy_option

Customer Damaged/Abused: If L2 finds clear evidence of device damage/abuse by customer, L2 won’t authorize replacement and will notify the Account Manager (AM) referencing template below

L2 Replacement Decision: L2 will notify the AM about the replacement decision, including the following information:o Customer/Company detailso Product detailso Clear technical statement explaining why the printer is not repairableo Product replacement in case device is obsolete (like by like model)

Device Replacement Process Flow

46

Supplies Escalations, ATR Issues, and Labels

1. Tracking number will be provided 12-24 hours after the order is processed

• Check MPC for tracking number

2. For additional information send email to ams_supplies_pmps@hp.com• Service Visit #, serial #, or confirmation ID is required within email

sent• Every attempt will be made to respond within 4 hours.

ATR issues1. Send an email to ams_supplies_pmps@hp.com

• Every attempt will be made to respond within 4 hours

2. HP Supplies Team will contact IT team and keep Partner Updated

Shipping Label issues / Toner Service Visit(SV) creation delays

• Refers to online incident, does not require tech visit• Send email to call Entry team:

ams_supplies_pmps@hp.com

Return Labels for Toner• For A4/Non-MSKU A3 devices:

o Return labels are included in the original box• For new A3 devices (cloud based A3s):

o Order by calling 1-800-745-2025 o printer ID must be provided when requesting a

return label

Track Order Status

Note: Mis-shipments and Mis-deliveries require a Carrier investigation that can take up to 5 Business day s. A replacement order will be required during the investigation

Firmware UpdatesClick link :https://support.hp.com/us-en/drivers/printers• Enter product number and you will be directed to page with

latest firmware and software for the device

Table of Contents

A4 Early Toner Shipment

47

Allows Managed Page customers to order early toner via service ticket requests for New A4 devices and approved installed devices for intermittent business printing spikes

How will the Reseller/Customer place the order?

– Through Service Tickets for toners via email and phone to dispatch (cmps-servicerequest@hp.com)

– Service Ticket Content Requirements:

• Device Serial #

• Printer ID

• Customer address

• Customer contact name and phone number

• Reason for early toner shipment request – only accepted reasons are New A4 and intermittent business printing spikes

Business controls to be checked before order is placed:

– Validate a toner order has not been triggered within 5 days of the early toner shipment request date

– Device is entitled

• If device is not on program yet, Supplies Fulfillment reaches out to Partner requestor asking for SOW copy to show device to go on program

• If device has been taken off program intentionally, the early shipment request will be denied

– Correct shipping address and Printer ID in system

• Both to be confirmed by Onboarding PM when devices are entitled

Billing:

– Early toner shipments will be billed through CPP program

Table of Contents

Time and Materials (T&M) Repair Approval Process

48

Process used to bill for services provided on devices NOT under contract

Creates Service Ticket in MPC

Partner requests customer approval

Customer grants Approval

HP creates a service visit

• Ticket is Created in Pending status

• HP call entry team creates an HP service visit

• HP provides quote for repair to partner

• HP emails partner to request approval

Partner informs HP when quote is approved

• HP indicates in the task notes that T&M was approved

• Service Visit proceeds as normal but with a best effort SLA requirement

If parts or labor in addition to original Quote are needed:• HP will request a second approval before

continuing with repair• Additional parts will be charged based on

the cost of the part

Partner HP Customer

Legend

Table of Contents

Identify if device is T&M due to the INV Program Status

• To find the cartridge number for each printer as well as the price, use the HP ink and toner site.• If the price is not available on the site, contact billing by calling: 801-924-6151

Reporting

49

How to Pull Reports

50

UDA

Table of Contents

ATR

Open HP UDA

•Login to HP UDA here

click on Reports.Click on any of the reports listed to view information related to that report.

• The “Device Info” report will show basic information about the fleet of devices. This is typically all that is necessary for basic troubleshooting.

• To send reports to an excel sheet click ‘Export’ along the top ribbon

To Receive reports pertaining to ATR, email: pmps-dca@hp.com• Reports Include:

• Toner Volume • Health Check Report

Health Check Reports

51

HP-produced report on basic printer information (reporting and non-reporting)

Report Includes:

– ATR settings and status

– Date printer was added to program

– Last date device reported to DCA

To Receive Health check Report at Onboarding:

– Request Health Check Report from Onboarding Specialist during Onboarding.

Ad-hoc Health Check Report Process:

– The Requestor (Customer or Partner) emails: pmps-dca@hp.com and requests a Health Check Report • If the account’s SLA is desired on the Health Check Report:

– requestor must specify to “add the account SLA in the report” when submitting the request to the DCA.

– Health Check Report is a pre and post-sales report

Partner HP Customer

Legend

Table of Contents

Non-Reporting Devices (NRDs)

52

Partner E2E NRD ProcessApplicable when partner agrees for HP vendor to provide

Partner will have 60 days to resolve

the NRD

Partner will receive an email

with list and instructions

every 3 months

If sweep not completed successfully, HP will remove device from

program

Partner to pay $15 per device sweep

Reporting Devices: • Partner IT to check

basic device configuration (See “Network Guide")

• If not able to resolve contact HP within 60 days' timeframe for further assistance If Partner accepts the

visit, send the list of devices to HP and

vendor will coordinate to complete the sweep task within the next 30

days

Manual Devices: • Collect info and

send it to HP

After 60 days HP will contact the partner via

email to notify on remaining NRDs to be

collected

Pre requisite:

Partner should designate a contact person for NRD Resolution

If Partner declines within 24hrs of the HP notice, devices will be

removed from program

HP will update infowithin 60 days

Table of Contents

Non-Reporting Devices (NRD)

54

NRD Collection process for all North America (NA) Managed Page customers

1. Non-Reporting Devices (NRD) Team will run Report every 30 days, on the 1st day of the month notifying (via email) all Managed Page Clients/Partners of devices thatrequire attention.

• HP will use contact information from Orion agreements to email NRD list to partners, unless otherwise specified.

2. The Contact assigned to work NRD Resolution for each account will receive notification and have 60 days to resolve the devices on NRD list.Options for resolution:• Automatic: Perform basic troubleshooting steps on the troubleshooting guide sent and work with HP NRD Team, *METS.• Manual: Print a supply configuration/usage pages, scan the pages and send them to the NRD Team.

3. 30 days after 1st notification has been sent to the client or partner, NRD team will provide a status update via email to clients/partners regarding status of devicesbased on actions that took place in the first 30 days of the process.

4. 60 days after the initial notification, NRD Team will refresh the information originally sent, and generate a report with all pending NRDs in the system, in case ofpending data they will reach out to the Clients/Partner point of contact to either:

1. Coordinate sweep visit to manually collect page counts.1. Sweep vendor: If Partner agrees to receive a sweeper at a $15 rate per device, NRD team will send the pending list to vendor with the point of contact

for them to complete the taskSweep vendor is responsible to:

o Complete the pending task within 30 days.o Coordinate the visito Send information back to NRD team

2. Remove devices from program:o This is completed using the ‘Delete’ in the IMACD Process

3. Perform special request: NRD team along with the ADM will review any specific requirement on any account

5. After 90 days from original notification, NRD team will refresh list, add any new onboarded companies, and send notification to begin new 90-day process cycle.

*METS Team: Provides Assistance to the clients/partners on complex IT cases. (FMAudit installs, firewalls, permissions, and other technical issues) Table of Contents

NRD Troubleshooting Guide:

SOW Renewal

55

pMPS Managed Page Contract Renewal Process

56

Scorecard Development & Distribution

• MPS Contracts Administration reviews all Managed Page Contracts renewing within 6 months on a monthly basis

• Managed Page Contracts will no longer auto-renew at the end of the initial term and will be reviewed prior to 6 months of expiration

• HP will review the following account attributes with specific criteria to determine next steps:

– Annual Revenue

– Account Profitability

– Fleet Data

– Customer SLA, including toner install

– Adherence to HP policies

• Partner receives email notification, from MPS Specialist, regarding their account coming up for renewal. The email will communicate HP’s decision to renew account or mark for termination.

Current Sample Scorecard

57

Managed Page

(Numbers are for sample purposes only and not accurate)Table of Contents

v39

HP Contacts:

Customer Name XYZ Customer MPS Specialist

Quotation ID MPS Specialist Manager

HP Partner

Loc IDAddress

Current Contract Start Date Current Contract End DateCurrent Contract

LengthOriginal Contract Start Date

Original Contract Length

12/19/2018 12/19/2019 24 12/19/2014 36

FY18 Annual Supplies & Services revenue

FY19H1 Annualized Supplies & Services Revenue Profitability

$14,328.00 $11,852.82 Fail

Devices under Contract Qty Pass/Fail

NRD 0 FYI

MV 0 PassEOSL 0 0 Pass

EOSL <= 5 yr 0 0EOSL >5 yr past 0 0

A3 device count 0 0 Pass

Total Devices 2 76 Pass

2 hour SLA 0 No Pass fleet count (2H) = 0 2H = No

Toner Install FALSE No Pass Toner Install = No

Decision Review Next Steps

HP Managed Page Renewal Scorecard

pMPS Managed Page Contract Renewal Process

58

Account PASSES renewal guidelines - RENEW

Partner notifies customer the contract has passed renewal and can be renewed for an additional 12 months, or partner has option to lock in longer contract term with newly signed rate sheet (includes new contract term length as determined by the partner)

Table of Contents

pMPS Managed Page Contract Renewal Process

59

Account FAILS renewal guidelines & marked as a REVIEW account

1. MPS Specialist informs Partner the account is under review for renewal and will not be renewed at the current state (180 days prior to contract expiration)

2. A new EDP rate sheet is created indicating supportable fleet with new pricing:a) HP will reprice the customer fleet creating a new EDP rate sheet and providing supportable devices with new

pricing Note: HP pricing response SLA is 2 business days from the fleet being submitted into MPC

b) If the Partner decides to make modifications to the existing fleet, Partner will make a copy of the original submission/approval, make any modifications and resubmit for another quote.

3. When a quote is accepted by the partner, the Rate Sheet from MPC is signed and submitted to HP’s MPS Contract Administrator: pmpssalessupport@external.groups.hp.com

Note: Partner DOES NOT upload to EDP and mark as won

4. If there is no response to an account under REVIEW prior to 60 days of expiration, or new Rate Sheet is not accepted a termination notice will be sent to MPS Specialist to notify Partner. Partner is to inform customer of termination.

Table of Contents

pMPS Managed Page Contract Renewal Process

60

Account FAILS renewal guidelines & marked for Termination

1. Account Scorecard is emailed to MPS Specialist

2. MPS Specialist informs Partner the account has been marked for termination and will not be renewed at the current state (at least 90 days prior to contract expiration, but the target is 180 days prior to contract expiration)

3. Partner can respond to their MPS Specialist with business justification and/or growth plan to request for review for exception

4. If the account does not move into a REVIEW status, an official termination notification will be sent to the partner at least 60 days prior to contract expiration

Table of Contents

Backup Slides

61

MICR Toner CPP Process

62

Magnetic Ink Character Recognition

Begin MPC SetupIn MPC add MICR Devices to

SOW same as non-MICR devices

Select OEM toner price point same as Non-MICR devices.

Complete all MPC Onboarding steps, placing all

devices on Rate Sheet

Email L1.EDP@hp.comindicating specific device

(provide Printer ID/serial #) that requires MICR toner

Legend

Partner HP Customer

L1.EDP@hp.com sends Partner MICR CPP rate

(CPP HP will invoice the Partner)

Partner then sends L1.EDP@hp.com CPP MICR

rates that partner will charge their Customer

HP updates CPP MICR on SOW devices in MPC(Typically completed

overnight)

MPC Partner and Customer portal will reflect new MICR

toner cartridge type and Customer MICR CPP

HP invoices to the Partner will reflect the Partner CPP

rate

• Identifying MICR needs upfront will ensure account needs are setup correctly at the beginning. If MICR compatible toner is suitable it can be added at any point. If MICR OEM toner is required (i.e. Troy), OEM MICR must be added to SOW.

Table of Contents

© Copyright 2018 HP Inc. The information contained herein is subject to change without notice. For HP Internal and Channel Partner Use Only.

Move Device(s) to New Location

Moving Devices from One Location to Another

From the Fleet View tab, a single device or group of devices can be moved from their current location to another.

To move a single device, select the Action drop-down, and select Change Location. Choose the correct location and apply the device information changes before clicking Submit.

To move a group of devices to the same location, check the devices to move, using the group actions at the bottom of the table and click Submit. Choose the correct location and apply new information for each device before clicking Submit.

Complete Device Change Information

When changing Location some device information fields will change. Ensure the following information is updated:

• New Location (check box)

• Printer Name

• Directions to Printer

• Billing Code

• Any configured custom field

Once all mandatory fields have been updated, Submit the updates.

NOTE: The Location needs to be added to Contract before it will display as an option.

Device Details – Location Change

The Device Location can also be changed in the Device Details view.

Select Change Location. Choose the new device location and apply the device information changes before clicking Submit.

© Copyright 2018 HP Inc. The information contained herein is subject to change without notice. For HP Internal and Channel Partner Use Only.

Add New Device(s) to Contract

Add Devices to Contract from MPC

UDA reporting and “local”/PC connected devices can be placed on contract from MPC. Devices from the UDA list or, after adding the “local” device details, can be selected to place on contract. Identify the correct location for those devices in the Device Location column. The location the device that was assigned to in the sales phase, if UDA was used to create the Proposal, will be the listed by default. This can be changed.

NOTE: Devices that are missing information required to place on contract and entitle for service delivery will display with Red text. They will not be available to add to contract until missing information is provided (Not Reporting (UDA), Location missing, Price Point missing).

• If a device is not assigned to a location, “Assign Location” will de displayed in the Device Location column. Select a location an apply to these devices.

• If a device is missing a customer price point, click on “Add Price Point” in the last column to add the applicable customer price point.

• If a device is not reporting, resolve the issues in the UDA to ensure the device is reporting again. There is an over-night delay before these device become visible in MPC.

Filter the list from “Onboarding issues Filters”

Action Menu for each device

Actions for grouped items in list (checkboxes)

First 4 Columns will be locked while scrolling

Device ReconciliationIf a device is added to the fleet by a technician, MPC provides a way to reconcile or match technician entitled devices with those reporting via the HP UDA. This is only required if an automatic match wasn’t possible.

Simple reconciliation can be performed by selecting the device make to filter the list of device to reconcile, clicking a device in the “Devices Under Contract to Reconcile” with and matching with the obvious match from the list of “Devices from UDA to reconcile with” table

A search is provided for both lists if, say, a specific device or an IP address is expected.

The “Devices from UDA” table will show all reconciled and non-reconciled devices that UDA data collection is identifying. In some cases, you can identify a non-reconciled device from this table.

In the example shown here: the Serial Number is a match for the device in the contract list with the device in the UDA table. This indicates a mismatch in the device Model Name (M630z on contract versus M632z in UDA). This would require a support ticket to L1.MPC@hp.com to resolve the model entered by the technician.

Export of UDA devices is provided on this page view.

For devices known to be directly connected to a PC, click the “Local device” box to remove it from the reconciliation table and mark it as a “Local device” in the Fleet view.

Devices Under Contract or UDA Devices ExportIf a different view point of devices to reconcile is required, clicking Export devices from the “Fleet View” generates an Excel file that includes the entire list of technician set-up devices or stickered fleet, both reconciled and unreconciled. This report used in conjunction with an export of devices from the HP UDA, from the “Device Reconciliation” tab, provides the information to cross-reference and align devices in both lists. This can be beneficial with larger fleets.

The Fleet View export is also useful to see whether all the data has been made available for fleet management.

Devices under contract export:

UDA Devices export:

© Copyright 2018 HP Inc. The information contained herein is subject to change without notice. For HP Internal and Channel Partner Use Only.

Change Device(s) Information

Customer Account – Bulk Fleet Data Management

Go to the customer account menu, Fleet > Fleet Data Management. Select the Fleet View tab. Click on “Export Fleet”.

Export and Import of Device List with changesFrom the device Export spreadsheet, make any changes that need to be applied to the fleet.

Example: Need to modify a Printer Name or Customer Directions to the Printer. Make changes in the spreadsheet and save file to a location on your PC where you can find it.

Select the “Import Fleet” button from the Devices under contract MPC screen and import the revised file with the changes.

For the managed fleet import, there are the columns that can be changed to update fleet information. Only certain roles required that can make those changes.

LocalDevice – Account Manager Partner Admin, Customer Admin, Customer Business UserPrinterName – Account Manager, Partner Admin, Customer Admin, Customer Business UserCustomer Directions to Printer – Account Manager, Partner Admin, Customer Admin, Customer Business UserBilling Code – Account Manager, Partner Admin, Customer Admin, Customer Business User

NOTE: There are special characters that should be avoided. These include / and #, typical in dates and numbers.

Custom Device Heading configuration

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Export the fleet from the Fleet View tab.In the exported file, the custom columns will be on the far right. Enter the values for each device, then Import the file to the fleet view.

© Copyright 2018 HP Inc. The information contained herein is subject to change without notice. For HP Internal and Channel Partner Use Only.

Delete Device(s) from Contract

Requesting Device Removal from ContractFrom the Fleet View tab, a request can be made to remove a single device or group of devices from program. The expectation is that devices that are removed from program are not fit to be on contract any more. Mark a device “Inactive” if it will be reactivated later.

To remove a single device from program: 1. Select “Remove from Program” in the Action drop-down. 2. Apply the mandatory information for the device in the

pop-up 3. Click Submit.

To remove a group of devices from program, 1. select desired devices, 2. use the group actions at the bottom of the table to

choose Remove for Program 3. click Submit. 4. Confirm this is what you want to do, 5. then apply the mandatory device information in the pop-

up window, 6. click Submit.

TIP: Check the Removal Requested filter as a quick way to find these devices.

Complete Steps to Remove Devices from ProgramIn the first pop-up, confirm your selection or switch to mark the device(s) inactive.

In the second pop-up, ensure the following information is provided:• Any configured custom field• Reason for removal• Counters to invoice

Once all mandatory fields have been provided, Submit the information for HP consideration.