Partner Care Quick Start Guide. Log in to the HP Unison Partner Portal Log in into UPP using your credentials: User ID and Password Get Support Start.

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Presentation transcript:

Partner Care Quick Start Guide

Log in to the HP Unison Partner Portal Log in into UPP using your credentials: User ID and Password Get Support Start your search Getting started Click on the “Start Here” drop down arrow to reveal the support categories Select your support category Refine your search by selecting the appropriate option Click on ‘Get Support’ button which is located on every page of the portal

Support options 4 Knowledge articles The 3 most popular topics will immediately display To see all available articles on your support area click ‘show more details’ Search all knowledge articles using the search function More support options Submit a case to reach all your HP Advisors Click on “Submit a support case” in case you need to get in touch with an HP Advisor 5 Call us Use the number under Call Us section to reach an Advisor

Submit a Case Click on “Submit a support case” button Populate required fields Fill in all the fields marked with red asterisk (Case Reason-prepopulated; Scenario-prepopulated; Subject; Description) and then click on Submit button Submit your case Case ID is created and an will reach your inbox to confirm case submission You may add justifying screenshots or documents for your case (Browse and Attach File) Submitting a case TIP: Once your case is submitted you have a comments and attachments section where you can add additional information at any time

My cases dashboard You are able to see all your Open and Closed cases in your My Cases dashboard

Understanding the Status of your case StatusDescription NewCase was created, submitted & assigned, but the advisor has not started to work on it Work in progressCase was created, submitted & assigned AND the advisor started to work on it Awaiting boundary system Case resolution is depending on a third team input and the advisor is waiting for the boundary team’s input Awaiting requestorAdvisor needs extra details from requestor in order to solve the case Escalated to ITCase resolution is depending on an IT fix/Intervention (Issue raised is not operational/process related). ClosedIssue raised has been solved and case has been closed

Thank You