03-12-2012 02:27 AM - edited 03-13-2012 05:03 AM
We have heard requests from our customers to offer support via the community forums. After a successful pilot on our Service Manager product, we are starting today with a Support Customer Forum for our HP Network Node Manager product. We are looking at rolling out to other products this year as well.
This forum will only be accessible to those customers 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 Network Node Manager;
- 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 Network Node Manager 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 Network Node Manager 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 Network Node Manager product to run their businesses optimally.
We will still be monitoring the existing public Network Management 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 Network Node Manager should be visible. If access is not granted, please send an email to email@example.com 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 network Node Manager Product.
For any questions or comments, please do not hesitate to ask via firstname.lastname@example.org or reply to this post.
The HP Software Support Team