SIM 4.2 and ILO

[Jon Ward]

If you run into such a situation, consider logging an online case. Though they are not solved live, you avoid hold times.

Contract customers may log calls at http://www2.itrc.hp.com/service/mcm/homepageRequest.do, whereas warranty customers may log cases at http://www1.itrc.hp.com/service/mcm/countrySelection.do

[Christopher Maddux]

I have actually tried that. The last time I did, it took a month to get the first response. And that response was to call support. Over 6 months later that isssue is still not resolved.

[Jon Ward]

If the agent cannot resolve the issue while on the phone, he or she should have created an action plan to research the matter and call you back at a specific time. If the agent(s) cannot fix it, they need to elevate the call to a group that can spend more resources investigating the problem. Ordinarily, call agents should not use more than a few hours of "face time" before the case should be elevated to 2nd level for a more indepth analysis and possible reproduction on matching equipment, operating systems, etc. This scenario is rare in comparison to the total number of calls the CSC receives.

If a customer calls a technical support involving Insight Manager and it is taking months to resolve, one of the following issues may be taking place:

1) The customer is expecting a callback when none was promised. Resolution: Call back to technical support or enter a new Support Case Manager entry. Callbacks are not ordinarily performed if not specifically requested due to the large volume of business performed.
2) A callback was promised but not delivered. This should be rare, and may happen if the agent in question was sick or otherwise was unable to return the call. Resolution: Call technical support and ask to talk to the agent that promised the callback, ask to talk to a team member, or ask for the agent's manager to get the case reassigned.
3) Other tasks not related to the Insight Manager issue is destracting the customer or the agent. Resolution: execute the remainder of the Insight Manager case action plan (if applicable) and call back the agent or the technical support center.

If a Support Case Manager case has been logged but no one is reacting to it, it is possible that the case is lost in the system (i.e. the case was assigned to the wrong technical support area; network problems, etc.) Resolution: Enter an inquiry into the Support Case Manager regarding the status of the case or call the technical support center for an update.