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© Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
GLOBAL NONSTOP SOLUTION CENTER (GNSC)
A Guide to Customer Support
Mark Smith
Global NonStop Manager
March 1, 2012
2 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Global NonStop Solution Center
Follow-the-Sun Support Skilled NonStop technical support available day or night
Agenda
NonStop Support Expertise Experienced Technology Engineers serving the needs of NonStop customers
End-to-End Customer Experience From initial problem reporting to resolution GNSC drives progress through collaboration
Support Automation & Tools Technology solutions for prevention, rapid recovery, and self-solution
Proactive Solutions Proactive support for problem avoidance, site stabilization, and risk assessment
3 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. NonStop Solution Center
Follow-The-Sun Support Model
Tokyo, JPN
Rio Rancho, USA
Bracknell, U.K.
Ratingen, GER
Melbourne, AUS
• Experienced talent always available in a fully staffed center
• Around-the clock support until a resolution is reached
4 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Consistent, Continuous, High-Touch Service
• 150+ GNSC Personnel Worldwide
• Global organization under one Manager
• Each Solution Center is supported by Operations Managers
5 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
NonStop Support Expertise
Real-Time Collaboration
• Seamless engagement of additional
resources for problem resolution
• Collective case ownership and
resolution responsibility
• Work hand-in-hand with our customers
& partners
Knowledge Sharing Culture
• Gather, document & share knowledge;
customer accessible in HPSC
• Leverage strong core of global experience
& expertise
• Continuously improve knowledge & skills
with extensive on-going technical training
• Technology Engineers average 15+ years of NonStop experience
• Team-based approach to providing NonStop Support Solutions
6 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
NED Development
NS Escalations
Group
Local Account Teams
HP/3rd Party Products
Professional Services
Global NonStop Solution Center
End-to-End Customer Experience
• Collaboration with our partner organizations for quick problem resolution
• Provide integrated solutions through cross-functional support and consulting
7 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
World-Class Tools & Knowledge Management
NonStop Knowledge Base
Real-Time Collaboration
Tools
Support & Diagnostic Tools
Global NonStop Simulation Labs
Case & Escalation
Management
HP NonStop eServices Portal
HP Insight Remote
Advanced (IRSA)
• Streamline the support process
• Facilitate knowledge sharing
• Accelerate problem resolution
8 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
GNSC Support Process
9 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Contact the GNSC for 24x7x365 Support
US 1.800.255.5010 Toll-free number in every country
https://onepoint.nonstop.compaq.com
10 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
GNSC Support Process
CustomerGlobal Dispatch Center
Problem Management
System
HP/3rd
Party
Vendor Support
NonStop
Field Engineers
NED Development
System
Dial Out
NonStop
Escalation Group
NonStop Duty Manager
& Ops Mgrs
NonStop
eServices Portal
HP NonStop Knowledge Base
HPSC
SW/HW
Product Teams
SOFTWARE
HARDWARE
11 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Total Web Support (TWS)
Submit problems and questions
directly to the GNSC
• Create new cases
• Check status of cases
• Interact with Technology Engineer via
update notes
• Be automatically alerted on case
progress and status
12 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Insight Remote Support Advanced for NonStop
Automated incident diagnosis &
alert sent securely to the GNSC
• Immediate access to incident logs
• Proactive notification of problems
• Problems resolved without onsite support
IRSA
13 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Global Dispatch Center
• High Touch Call Access Team
• Gathers case information
• Routes case to a Product Specialist
• For direct routing, provide the following:
• System Number
• Contact Information
• Short description of problem
• Include product name when possible
• Severity
14 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Severity – Tell us about the impact to your business
•General question or need for information No Impact
• Identified an isolated or localized problem that does not significantly impact your business
Minor
•System performance interrupted with a risk of recurrence; intermittent failures or interrupts impacting your business
Major
•System or application is down or at high risk; cannot conduct business due to continual failures or data corruption
Critical
GNSC Reactive Support
Expertise from basic questions
to the most critical situations
15 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Meeting Support Milestones
• Monitor and track the progress of every case
• Ensure consistent and continuous support
Timeline Notifications to GNSC Managers and Duty Manager
16 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Partnership with Product Development
The GNSC works closely with NonStop Product Developers to
identify and remedy product defects and shortfalls
• Initiate problem escalation to Development
• Create and propose Requests for Enhancements (RFEs)
• Communicate and track progress of Development Solutions and RFEs
• Expedite delivery of Time Critical Fixes (TCFs) and Software Product Releases (SPRs)
17 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
GNSC Duty Manager
Available 24x7, the GNSC Duty Manager
is always ready to provide assistance
• GNSC Management escalation contact
• Case assessment & resource coordination
• Interface with Account Teams and
Support Partners
18 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
GNSC Critical Down System Response
Mission Critical Support
Event coordination, resource allocation, timeline notifications and
escalation management focused on minimizing system downtime
• Down System Coordinator
• Development & 3rd Party Provider engagement
• Notifications to GNSC Duty Manager, RSAAs, Field Managers, VPs
• NonStop Escalation Group and Corporate Crisis Managers
19 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
High Touch Support
• Raise visibility of customer issues within NonStop Organization
• Identify and coordinate resources to resolve problem
• Drive case resolution and ensure customer satisfaction
NonStop Alert Program
Crisis Resolution Program
Sensitive Account Program
NonStop Escalation Programs
20 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
GNSC Support Automation & Tools
21 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP NonStop eServices Portal
One-stop access to all eServices applications and tools
Register at: https://onepoint.nonstop.compaq.com/
• NonStop Software Downloads
• Order Status
• Systems & Software
• Service & Support Contracts
• Software Cross Reference
• NonStop Technical Library
• HPSC NonStop Knowledge Base
• Total Web Support (TWS)
• Express Notice
• Scout
22 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
NonStop eServices Portal
• View, research and download Software Product
Revisions (SPRs)
• Request Site Update Tapes (SUTs) and Independent
Products (IP) CDs for systems
• View HotStuff messages, Support Notes, SPRS for
special consideration, contents of available RVUs
• Review what software products are licensed for your
systems
23 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
NonStop eServices Portal
Express Notice
Automatic proactive global delivery of support
information provided daily, weekly or monthly
• HotStuff Notifications & Outage Prevention Notices
• Release documents and notifications
• Software Product Revisions (SPRs) Releases
• Support Notes
24 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
NonStop eServices Portal
NonStop Technical Library
Contains a wide range of NonStop publications
including:
• NonStop Technical Library of manuals & articles
• Support Information
Simple, portal-style interface offering:
• Intuitive navigation
• Powerful search capabilities
25 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
NonStop eServices Portal
Powerful support tool offering quick and easy
access to known technical support questions
• Formerly KBNS, now located in HP Support Center
• Requires HP Passport Registration for use
FAQs and help using HPSC:
http://onepoint.nonstop.compaq.com/service.asp?Page=HELP#Kbns_help
NonStop Knowledge Base
26 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Proactive Services
Remote Support Account Advocate (RSAA)
NonStop RSAAs partner with your IT staff to proactively optimize your
systems according to your business needs and objectives
• Dedicated customer advocate within HP NonStop
• Monitor and review case activity and coordinate GNSC resources
• Identify performance trends and potential problems in customer IT environments
• Prepares in-depth SPR analysis and recommendations for system optimization
• Provide enhanced escalation management and reporting
27 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Proactive Services
RSAA Proactive Deliverables
Open Case Analysis Report
•Tracks all case activity and provides timely status and progress
updates
Service Value Report (SVR)
• Graphical report of service activities,
system availability, service response times,
potential risk factors and recommendations
System Health Check (SHC)
• Review of NonStop server performance, highlighted adverse
conditions that require resolution, and
recommends a suitable course of action
Software Product Release Analysis
(SPRA)
• In-depth audit and evaluation of system
software configuration to identify any current
SPR needs or to prepare for a OS
migration
HotStuff & Support Note Bi-weekly
Report
• Timesaving summary of all HotStuff and
Support Notes released to NonStop
customers
Contact your HP Local Account Team for
more information about value-added Proactive Services
from an HP NonStop RSAA
28 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Support Customer Feedback
Your satisfaction is the
measure of our success!
• Tell us about your customer experience
• Your feedback drives our improvement
• Take the survey or contact us directly
29 © Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
GNSC: Partners in your Success
Our goal is to provide a world-class
customer support experience
• Technical Expertise & Integrated Support
• Mission Critical Support
• Modern Tools & Proactive Services
• Commitment to Continuous Improvement