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тАО08-12-2010 09:08 AM
тАО08-12-2010 09:08 AM
We only have a dozen or so HPUX servers and three tape librairies in our two datacenters but we have about a half dozen support contracts.
The ITRC website never shows all the contracts or shows outdated versions of the contracts. Alot of times the contracts which are valid will come up as not being available.
I dont understand why organizations make contract support so complicated and dysfunctionial. No one ever tries to alert us when a contract might be about to expire. It seems like sales and contracts just dont talk to each other. I can't imagine how much more money these tech companies would make if they were more proactive and organized with support contracts.
Solved! Go to Solution.
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тАО08-12-2010 09:18 AM
тАО08-12-2010 09:18 AM
Solutionyou can fix that by installing and configuring insight remote support (either standard or advance version, standard is standalone and advance is SIM integrated) it is free and it will send you emails when contracts are close to (3 months) to expire. You can also click on any system and inmediately check the current contract with all its information.
regards,
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тАО08-12-2010 10:55 AM
тАО08-12-2010 10:55 AM
Re: ITRC and Support Contracts
The joke is that this system is under two different contracts for some reason. Now they are trying to resubmit the hardware support request under the other contract which is still valid.
Total confusion on their part.
How hard would it be to get an automated email three months before a contract expires? We dont need a dedicated sales/service/contract rep to hold our hands because all these guys want to do is sell us more products which we can't afford right now.
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тАО08-12-2010 11:11 AM
тАО08-12-2010 11:11 AM
Re: ITRC and Support Contracts
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тАО08-12-2010 03:40 PM
тАО08-12-2010 03:40 PM
Re: ITRC and Support Contracts
It can take information collected from your systems and through a secure internet connection match up that information with the HP Services database and provide warranty and contract reports to you including entitlement level, contract number and start and end dates. That can help avoid situations like you describe and also cut down on time wasted on the phone.
When you have an open service call it also can grab that information automatically so you can track the status of the call through to its close without ever having to get on the phone.
You can also have it automatically route any hardware failure events to HP Services so when you call to open the service call you'll spend a lot less time on the phone describing the problem because they'll already have the information (including the Field Replacement Unit part number involved) and you can follow along with that on your screen on your end, too.
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тАО08-12-2010 03:59 PM
тАО08-12-2010 03:59 PM