Supporting HP TeachNow, v 1.1 update

Troubleshooting and 1LS Call Handling
In general, verify that the thin client hardware and local network connectivity is not the likely cause of the customer’s
issue. Provide customer with advice/direction on:
• Initial software installation, setup, and basic prerequisites
• Basic Teacher console operation
• Effective use of the Admin and User Guides and QuickStart Guides.
The 1LS responsibility is comparable to HP Thin Client call handling (power on, pass POST,
connection to network). 1LS is not expected to troubleshoot issues involving server, server OS, switch,
or infrastructure connectivity that goes beyond local connectivity. Different components of this solution
are handled by different groups within HP including PSG 1LS/2LS/3LS, ISS, and TSG. 1LS will either
do a warm transfer to ISS (if that is the procedure in their region) or elevate to PSG 2LS and 2LS will
work the case or determine the appropriate escalation path.
When the customer issue requires elevation, 1LS should:
• Gather information from the customer, including:
o System components: Server (HP/other), Switch (ProCurve/other), Client image (HP
provided/customer built)
o Information on where the customer was in the installation sequence or operational task when
they encountered the issue.
Support responsibility for components
• ProLiant ML110 G6 and ProCurve 1810G
o Supported by the ISS team, warm transfer to ISS team per GCR (Global Call Routing) tool
• HP st5742/47
o Comparable to standard HP Thin Client hardware calls, but adapted for flash-less clients.
o Elevate server/backend issues.
• TeachNow application
o 1LS can advise on basic Teacher GUI usage and Student display, as described in the HP
TeachNow Teacher/User Guide.
o Basic TeachNow installation and initial setup requirements
o All other TeachNow and Windows Server 2008 R2 software issues elevate to 2LS
Support strategy, bundled and AMO installations
• TeachNow is available bundled and as an AMO
o Bundled includes: ML110, st5742 w/ Win7/XPP COA (Certificate of Authenticity, the Microsoft
use license), Windows 7/XP master streaming image, TeachNow + client seat licenses, 1810G
switch
o AMO can be TeachNow + client seat licenses, and st5742 (w/ COA) or st5747 (w/o COA),
and customer might supply server and switch
 HP st5742 purchases include the COA and per-unit Microsoft volume license. HP
st5742 purchases include a single master copy of the licensed streaming OS image
(provided on media with the volume license materials).
 HP st5747 purchases have no COA. Customer must acquire Microsoft VECD for
Win7/XPP. Customers install an OS on an st5747 using the 16GB SATA SSD drive +
USB CD/DVD AMO options, and capture a streaming image with TeachNow tools.
• Bundled & AMO, HP is responsible for TeachNow application install and setup.
o HP is not responsible for non-HP hardware or network performance issues.
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