HP Instant Support Enterprise Edition Client Installation and Upgrade Guide

Understanding Your ISEE Clients and Configuration Options
Establishing ISEE Monitored Clients
Chapter 1
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• Serial Number: A serial number is stamped on the chassis of every hardware host,
and it is sometimes bar-coded for easy reading. For many hosts, the ISEE Client can
automatically detect the serial number and will pre-populate this field. The
pre-populated serial number will not require updating unless unusual circumstances
cause a conflict. If so, the serial number can be replaced by typing over the automatic
entry in the ISEE User Interface.
• Entitlement Type: This menu displays multiple choices for specifying entitlement
identification, although in most cases only one or two choices are relevant for any
particular customer.
• Entitlement ID: The customer must enter the actual identifier for the contract or
other support obligation of the type selected in the pull down menu. The following
provides some help in determine which entitlement type to choose and where to find
the information requested in the Entitlement ID field.
Your entitlement identifier, such as a System Handle or Service Agreement IDentifer
(SAID), might be found on the first page of your HP support agreement for the
supported device that will be an ISEE Monitored Client. In the case of most contract
identifiers the information must be entered exactly as it appears on the support
agreement, as it is case sensitive. However, the SAID, a 12-digit number that begins
with the digit 1, has spaces in the printed version but must be entered without
spaces in the ISEE User Interface.
— Pre-merger Compaq customers with service contracts issued by Compaq should
select the Compaq Contract ID. The contract identifier appears on the contract
itself. If you have difficulty identifying which number is the contract ID, please
contact your HP representative.
— Customers who were originally issued HP service contracts on products from HP
prior to the Compaq merger will have a System Handle to identify their contract.
This is the same system handle that has been used for requesting service
through the call center. System Handles are case sensitive, so be careful to enter
the system handle exactly as it appears on the contract. If you type lower case
letters and the System Handle has upper case letters, entitlement will fail.
— Customer recently issued a new service contract or migrated from an old
pre-merger company contract to a new HP contract are issued a Service
Agreement ID, also called a SAID. Documentation provided with the new
contract explains how to find the SAID on the contract. This SAID is used for
requesting HP service whether electronically or over the phone. The SAID is a
12-digit number starting with “1”. Although it might appear on the contract as a
sequence of 3, 4-digit numbers, it must be typed as a single 12 digit number
without spaces.
— A customer who has purchased an extended or uplifted warranty at the time the
device was purchased will likely have an HP Care Pack support contract. The HP
Care Pack contains a second/separate support serial number that is different
than the serial number for the host itself. When selecting the HP Care Pack
Serial Number entitlement type, enter the HP Care Pack serial number as the
entitlement identifier.
— A customer whose host is covered only by warranty should select the “Warranty”
entitlement type, and leave the entitlement ID field blank. The host product
number is required for warranty support. The product number is usually labeled
on the device. Sometimes, the ISEE client is able to determine the product
number automatically, and if it can, the product number field will be