PSG to HP Software Delivery Guide

September 2, 2009

WFM to Sparks

To transfer a case to the HP Software team, please do the following:

1.Leave the case open.

2.The PSG agent will explain to the customer resources are exhausted and the case will be transferred to the HP software team.

3.State to the customer that turnaround time for contact is 1 business day.

4.Provide the case number to the customer and end the call.

5.Dispatch the case to the WFM: USO_CR SPARKS Dispatch queue

6.Email the contacts listed on the next page to alert them of an incoming case from PSG for a Client Automation issue.

<End of PSG Process>

<Beginning of HP Software Process>

7.The HP Software agent will yank the case and ensure set to „update visible to customer‟

8.Re-entitle case (PSG will have it entitled under hardware s/n) ………is a trust incident since the PSG uses serial # instead of contract id

9.Case is resolved and closed as „Misroute‟ and the SDAs reroute to WFM

If HPSW determines the issue to not be software related, the case would be sent back to PSG for hardware related troubleshooting.

For example, if a SMART or CMI alert detection is not coming up in the HPCA Console and HPSW has verified the configuration and determined the issue to be HW related instead, the case would go back for PSG to address

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