Supporting HP TeachNow, v 1.1 update

A: Call Flow Process
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Support functions, first 90 days
This is the North American Call Flow process diagram for the first 90 days following installation.
Initially, this solution is for North America release only. When the solution is introduced in other regions,
the Call Center management in those regions will define the specific work instructions and guidelines that
you will use when dealing with your customers.
Call flow (PSG, North America)
North America Call Flow Process diagram
Note: The Contact HP site provides additional customer numbers. System upgrades may change the phone option #s.
Process, by support level
1LS Short term:
Escalate all calls after performing basic troubleshooting. Set a Next Business Day (NBD) call back
expectation with the customer.
Long term:
After call volumes increase, 1LS will develop the skill set needed to begin to triage TeachNow cases
and elevate fewer cases to 2LS.
2LS Short term:
Elevate to 3LS within 24 hours if resolution is not possible.
Long term:
After receiving TeachNow training and gaining experience from working cases, 2LS should be able to
handle more TeachNow cases and elevate fewer cases to 3LS.
3LS Short term:
3LS will acknowledge & respond to escalations from 2LS within established guidelines based on
escalation severity and product issue priority.
Long term:
2LS will be handling nearly all TeachNow & Image Manager cases. 3LS escalations & response times
will revert to standard process.
Software maintenance and Care Packs, S/W Maintenance:
• HP TeachNow S/W purchase includes 90 days of free software updates and technical support.
• Point releases for the purchased version of TeachNow are provided free-of-charge by download from
hp.com. Upgrades to newer releases can be purchased.
• Licensed, installed Software does not expire and can be used indefinitely.
o For the current available version, HP makes every reasonable effort to remedy errors.
o For non-current versions, HP may elect to remedy only the current version. Customers may need
to purchase upgrades if their Software Assurance Period has expired.
• 1 year, 9x5 Care Pack available for telephone software technical support following the initial 90 day
warranty period.
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