How to contact HP ASC Customer Support (2606 Views)
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HansEnders
Posts: 613
Registered: ‎07-01-2008
Message 1 of 5 (2,606 Views)

How to contact HP ASC Customer Support

This posting is a reminder/update.

 

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Getting HP ASC Customer Support:

    - Via the Web, SSO portal: http://support.openview.hp.com/ (SAID Required)

     - Call us:  Dial 1-800-633-3600 , option 2 for "Software Support", enter your Service Agreement ID number (SAID), choose option 1 for "Enterprise Application Software Assistance", and then option 5 for "Former SPI Dynamics products".

- aka:   Call support: +1-800-633-3600 x2, "enter SAID" x1, x5.

If you are missing your SAID#, they can open a "Trust Case" and probably locate your SAID over the phone.  Submitting the case via the web portal and then calling in with the Case# appears to be the fastest method to start.

 

If you are not a customer and have no SAID, then you should contact your HP Sales representative to have a Sales Engineer assist you directly during your product evaluation.

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The core (2nd/3rd level) of the HP ASC Customer Support team is primarily located in Atlanta, GA, USA, right alongside of our developers and security researchers.  When initially calling, you will reach 1st-level support in either Costa Rica or India, depending on the time of day.  Their job is to filter out the calls and begin the support case for you.  If they cannot immediately identify a solution for you, they will escalate to the 2nd level.

 

If you happen to be a power user or have a particularly nasty issue, you might find it best to self-initiate your support case via the SSO portal website, and then call in with your assigned case number.  This gives you the benefit of fully detailing the situation in your own words as well as attaching all pertinent files ahead of time in ZIP file(s).


-- Habeas Data
Respected Contributor
HansEnders
Posts: 613
Registered: ‎07-01-2008
Message 2 of 5 (2,606 Views)

Re: How to contact HP ASC Customer Support

As an addendum, the HP Support system has enabled a voice-activated phone system.  This changes the previous tone dialing shortcuts to the following pattern.

 

- Via the Web: http://support.openview.hp.com/ (SAID Required)

- Call us:  Dial 1-800-633-3600

     1)  speak the short-cut "Software",
     2)  clearly speak the short-cut for your product, such as:
          "Assessment Management Platform" (not "AMP"),
          "License and Infrastructure Manager",
          "Q. A. Inspect" (must enunciate well for QAInspect name),
          "WebInspect".
     3)  enter your 12 digit Service Agreement ID number (SAID),
     4)  hold for the transfer.

 


-- Habeas Data
Respected Contributor
HansEnders
Posts: 613
Registered: ‎07-01-2008
Message 3 of 5 (2,449 Views)

Re: How to contact HP ASC Customer Support

In the spring of 2012, HP's Support team for WebInspect/QAInspect/AMP/LIM is migrating its staff and processes from the HP (general world-wide) Customer Support system to the HP Fortify (specific) group/system.  You may or may not have noticed the following details located in your product's Help (F1) guide or from the Help menu.

 

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Contact Technical Support

 

You can open a support case for Application Security Center products via e-mail or by telephone, using our new customer support system. This streamlined procedure is designed to provide easier access and improved customer satisfaction.

 

E-Mail (Preferred Method)

Send an e-mail to techsupport@fortify.com describing your issue. Be sure to include the product name. A customer support representative will contact you.

 

Telephone

Call our automated processing service at +1(650) 735-2215.  Please provide your product name and phone number, along with a brief description of your problem. A customer support representative will contact you.

 


 

If necessary, you may continue to use HP's Openview support system (described below) until May 31, 2012, at which time support for ASC products will be phased out.

 

Online (preferred)
  1. Browse to URL http://support.openview.hp.com/
  2. Log in. If you have not registered before, you will need to do so and provide your Service Agreement Identification (SAID) number. If you do not have an SAID number, there is an option on the page to declare yourself a "trusted customer" and enter a case.
  3. Select your HP product and report the issue.
To find your SAID, click Help ® About WebInspect. The SAID is listed under License Information.

 

 

Telephone (voice recognition system)
  1. Call 1-800-633-3600.
  2. Say "Software."
  3. Say "WebInspect."
  4. Say or type your SAID.

+++++++++++++++++++++++++++++++++++++++


-- Habeas Data
Respected Contributor
HansEnders
Posts: 613
Registered: ‎07-01-2008
Message 4 of 5 (2,278 Views)

Re: How to contact HP ASC Customer Support

Latest iteration.....

 

 

++++++++++++++++++++++++++++++++++++++++++++++

From: No Reply Fortify Tech Support
Sent: Friday, September 14, 2012 7:27 PM
To: No Reply Fortify Tech Support
Subject: HP WebInspect Support Combined with Fortify Technical Support

 

Dear Customer,

 

We are excited to inform you of the merging of WebInspect Technical Support with Fortify Technical Support.  You will now be able to contact us for all of your Fortify and WebInspect questions at one email address (fortifytechsupport@hp.com).  You can also create, edit, and manage cases at the Fortify Support Portal (support.fortify.com) at your convenience.  We will continue to provide the excellent customer service to which you are accustomed.

 

Thank you,

 

Fortify Customer Success

fortifytechsupport@hp.com

(650) 735-2215

 

 

Contact Us!

 

E-Mail (Preferred Method):

Send an email to fortifytechsupport@hp.com describing your issue.  Please include the product name so we may help you faster.

 

Telephone:

Call our automated processing service at (650) 735-2215.  Please clearly provide your name, telephone number, a brief description of the issue, and the name of the product.

 

Online:

Access your account at the Fortify Support Portal at support.fortify.com.

 

If you do not have an account, forgotten your username, or need any assistance regarding your account information, please contact us at fortifytechsupport@hp.com or (650) 735-2215.

 

Feedback:

If you have any suggestions or requests for any of the Fortify and WebInspect products or portals, please let us know.  We are continually improving our products and portals to better suit your needs.

 

 

If you would like to unsubscribe to this email list, please send an email to fortifytechsupport@hp.com with “Unsubscribe” in the Subject line.

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-- Habeas Data
Respected Contributor
HansEnders
Posts: 613
Registered: ‎07-01-2008
Message 5 of 5 (2,256 Views)

Re: How to contact HP ASC Customer Support

I forgot to add that the HP Fortify Support team also runs their own customer user portal here: https://customerportal.fortify.com/

Our staff have access to the prior General HP Support system ("SSO"), should you submit your cases from there, but there could be delays in your escalation to our specialists. Also, the prior SSO portal is still valid for installation files and the product KB: http://support.openview.hp.com/

-- Habeas Data
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