09-04-2013 12:34 PM - edited 09-06-2013 12:02 AM
We have heard requests from our customers to offer support via the community forums. We are starting today with a Support Customer Forum for our Data Protector product.
This forum will only be accessible to those customers & HP Partners who have a valid support contract. This is an additional service for those customers who have a valid support contract on these products.
We have created an automatic process, which will check if there is a valid support contract on logon to the community. It is essential that customers link a valid support contract to their HP Passport profile.
We have attached a document which will explain linking a support contract to an HP Passport profile.
Expect the following activities in the Support customer forum:
- Expert sessions on product related topics via short videos and the ability to ask questions related to the specific session ;
- Tips and tricks;
- Information which will improve users knowledge of Data Protector
- Discussions with support experts.
We are also giving customers the possibility to request which activities they would like to see in this forum.
Our expert team of HP Data Protector Engineers will be actively monitoring these forums to answer questions.
We encourage customers to try out this method of support rather than placing a telephone call or logging an online ticket. We do realize there will be situations where a support call is necessary, where we need to do more research.
However, we are hoping that customers will use this forum to get information or help on HP Data Protector Topics.
As we look to the future, we believe this is a medium where we can provide quick support, share knowledge and help customers use the HP Data Protector product to run their businesses optimally.
We will still be monitoring the existing public Data Protector forums, but we will prioritize questions coming into this new forum from our customers that have a support contract.
The prerequisite in accessing this new forum will be a valid support contract. Once a valid support contract is linked a users’ HP Passport account, access to the HP Data Protector should be visible. If access is not granted, please send an email to firstname.lastname@example.org and include the valid support contract number along with a company email address and the user’s screen name in the community.
We hope we can use this forum to build a closer relationship and help build customers’ knowledge on the HP Data Protector Product.
For more information on our support customer forums and how to add your support agreement ID (SAID) to your HP Passport profile please click here.
For any questions or comments, please do not hesitate to ask via email@example.com or reply to this post.
The HP Software Support Team
09-05-2013 09:42 PM
great idea, what will be the link to the new "Data Protector Support Customer Forum"?
Please assign Kudos - How to assign...
09-06-2013 02:29 AM
Otherwise you can access the forum directly Data Protector Support Customer Forum.
You will asked to login if you haven't already. If you have a valid SAID in your HP Passport profile and you still get an access denied message then please send an email to firstname.lastname@example.org and include the valid support contract number along with a company email address and the user’s screen name in the community and we will trouble shoot the issue and get back to you.
09-30-2013 02:32 AM
Assign a kudo to this post, if you find it useful.