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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


Consistent, Continuous, High-Touch Service

• 150+ GNSC Personnel Worldwide

• Global organization under one Manager

• Each Solution Center is supported by Operations Managers


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


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


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


GNSC Support Process


Contact the GNSC for 24x7x365 Support

US 1.800.255.5010 Toll-free number in every country

[email protected]

https://onepoint.nonstop.compaq.com

mailto:[email protected]

https://onepoint.nonstop.compaq.com/


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


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


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


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


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


Meeting Support Milestones

• Monitor and track the progress of every case

• Ensure consistent and continuous support

Timeline Notifications to GNSC Managers and Duty Manager


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)


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


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


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


GNSC Support Automation & Tools


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


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



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



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



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


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


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


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


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


Questions?

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