Supporting HP TeachNow, v 1.1 update

1LS Call Center Support responsibility
1LS Call Center support is not responsible for in-depth troubleshooting on the HP TeachNow software or any of the
TeachNow hardware or operating system components. However, the Call Center should examine the customer’s issue
and perform basic client hardware and connection troubleshooting procedures to try to address issues that can be
resolved before elevation to the next level support level.
The expected level of analysis does not require Windows server OS or network infrastructure troubleshooting but it
does anticipate reasonable discussion with the customer to verify that the client and local hardware components are
installed correctly and functioning as expected. When you determine that the issue seems related to an HP TeachNow
software component, server hardware, Windows 2008 Server R2 issues, or the network infrastructure, the Call Center
support should:
• Follow the existing standard procedure for handling customer calls.
• Perform normal troubleshooting procedures to validate that the client hardware is functioning correctly and, if
necessary, recommend a hardware event.
• Use the guidelines and suggestions in the troubleshooting guidelines
section of this document to try to help
isolate the issue. This troubleshooting effort should be limited to providing basic initial installation and setup
assistance, directing the customer to the detailed documentation included with the solution (Teacher and Admin
Quick Setup guides, Admin User Guide, and Teacher User Guide), and providing advice about known
TeachNow V1.1 issues (as described in this document).
• Gather appropriate information from the customer and transfer the case to the next support level.
• The Capture Customer Information
page in this document provides a suggested form for the data that you
should try to gather from the customer for call transfer.
HP TeachNow uses the FlexNet licensing system. This is the same licensing mechanism that is used for
software products such as HP RGS and HP Image Manager. Customer license-related issues should be
handled according to the same transfer procedure that is used for HP RGS and HP Image Manager.
• Licensing.hp.com
(Requires SLM number)
• [e-mail]
• http://licensing.hp.com/slm/licenseAdmins.slm
(for phone support numbers)
The license acquisition process has been simplified for HP TeachNow. The customer will follow the
directions provided on the drop-in-box (DIB) instructions, register on-line, and they will be able to
immediately download their license file and import it into their system during the HP TeachNow install.
Support for solution components
• HP will support all solution components for customers who acquire the entire hardware/software solution from
HP. However, customers can choose to purchase only the TeachNow software and st574x clients from HP and
use other vendor components for the server and switch. For Student Desktops, the solution is supported on the HP
st5742 and st5747 clients ONLY. No other client devices will be supported.
• PSG 1LS is the main support contact for customer assistance on basic hardware and software issues.
o PSG/DSO is responsible for the DSO software, products and options.
o HP ISS will take responsibility for supporting the ProLiant server, server OS, and ProCurve switch if
PSG/DSO determines that those components are the likely cause of the customer’s issue.
Customers that use non-HP server or switch components will generally need to rely on those vendors to
troubleshoot issues that involve server functions or network connectivity/performance. HP will provide
“best effort” to resolve the application issue but if the issue cannot be reproduced on the
recommended ML110 server/ProCurve switch configuration, HP cannot troubleshoot the non-HP
components.
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