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Updated Obsolescence Policy
September 8, 2009:
A new version of the HP Software & Solutions Obsolescence Policy is now available which clarifies how HP Software & Solutions product’s support is affected when a third party dependent component stops providing full support. This policy is applicable to all software, hardware, jointware and support offered by HP Software & Solutions and it will be applied to future Obsolescence and Migration programs only. We request that you review the policy and familiarize yourself with the changes.
HP Software & Solutions Obsolescence Policy
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Update on SSO Performance Issues
July 24, 2009:
Over the past two weeks we have experienced several intermittent issues that have impacted user access to the Software Support Online portal: - We have Implemented an enhanced stability patch to ensure user portal access
- Will implement additional stability and monitoring measures during the week of July 27th
If you experience any interruption of service please use the contact information found on the 'Support Contact Information' page. Thank you for your continued patience and support during this time.
- HP Software Services
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Faster route to resolution for Asia Pacific & Japan HP Software Support customers!
The HP Enterprise Software Support Delivery Organization is continually striving to enhance our service. As part of this drive we’re delighted to announce the launch of our new customer call center for the Asia Pacific region. For more detail, including the new country contact numbers for Asia Pacific please click here. Refer here for Simplified Chinese and Korean language versions of this communication. Please note: No changes to telephone numbers in Japan have taken place yet. We will provide up to three months notice of change.
Software Support Online (SSO) remains the first line for problem resolution. But based on feedback from you, which identified the need to quickly escalate issues which cannot be self-solved, we’ve enhanced our call center service. Wherever possible, first contact will be in your local language (language support includes English, Simplified Chinese, Japanese & Korean) and the team will provide you with fast access to relevant experts to enhance resolution.
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Experiencing Issues Accessing Case Data?
ALERT:
It has been reported that many users have been experiencing issues accessing case data on Software Support Online after our most recent upgrade. We will be implementing a fix to resolve the Service Unavailable error in the next 24 hours. Additionally, many frequently issues can be resolved by reviewing:
http://www.java.com/en/download/help/enable_browser.xml
http://www.java.com/en/download/help/5000021500.xml
HP Software quick guide(.PDF)* for frequently asked questions.
If you need to access support during this period please use the contact information found on the 'Support Contact Information' page. Thank you for your continued patience and support during this time.
- HP Software Services
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New Case Manager Enhancement
Alert: On Saturday May 16th SSO enhanced the Case Manager File attachment capabilities to allow users to upload and receive files directly in Case manager. Information regarding how to use this functionality is available on the quick guide(.PDF)*. Take a few minutes to review the enhanced Case Manager.
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Changes to the Survey Process
Alert: Do you ever wish you could change how often you receive the customer support survey invitations? Would you like these invitations in your preferred language? Now you can. We’ve enhanced our survey process and now you can customize the survey frequency and language. Customization is simple, Select Edit Profile to "Customize my Support Survey Preferences".
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Change to your HPSW Contracts - Your SAID may be changing
HP is altering the way we process, manage and administer contracts to enable us to further improve the customer support experience within HP Software. As part of this improvement plan, all combined HP Hardware and HP Software contracts will be separated. As part of separation the Terms & Conditions of your contracts will remain unchanged.
Creating separate contracts for HP Software products and managing them within HP Software will ultimately enable us to serve you better by having a dedicated team of software specialists to work with you. It will also give you greater control in managing and tracking your software assets and improve visibility into your IT compliance and associated risks. Contract Separation
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Update on HP TRIM Software Upgrade Issues
Dear HP TRIM customer,
You are receiving this communications update as certain customers in the Asia-Pacific region have experienced problems accessing the Software Update Manager (SUM) website to obtain Trim product updates. Measures are still in place to assist customer access Trim product updates. We have identified the suspected root cause and remedial steps are in progress. Provided these steps fix the issue, all impacted contracts should be updated within the next three weeks, in the meantime, please use the workaround mentioned below to get your product updates.
- Access the Software Support Online (SSO) website http://support.openview.hp.com/
- Choose the "submit a support case" under the Problem Reporting section
- In the "Select type of case" choose "Non-technical/business"
- In the Problem Category, choose "SUM"
- Enter your SAID Number in the field provided
- In the brief description and case details section of the new case, please note that this is a request for the TRIM product update release.
- Submit your support case
- A support engineer will respond to this case, and will provide a download link for the latest TRIM release, as well as information about how to obtain the latest Field Update Pack (FUP) release.
We regret any inconvenience this may have caused and we ensure you that we will have this resolved as soon as possible.
Sincerely,
HP Software
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Attention Data Protector Customers
Many of our support processes are changing to better meet your needs. Find out more about new tools, processes, and customer training events that will be hosted throughout the month of February http://support.openview.hp.com/pdf/DP_SAID_eMAIL_letter_final.pdf.
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Attention ILM/IAP Customers
Many of our support processes are changing to better meet your needs. Find out more about new tools, processes, and customer training events that will be hosted throughout the month of February http://support.openview.hp.com/pdf/ILM_SAID_eMAIL_letter_final.pdf.
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HP Announces Center Management for Quality Center 2.0
In June 2008, HP released HP Center Management for Quality Center 2.0 software to help customers manage HP Quality Center software as a shared Center of Excellence (CoE). The solution facilitates this process by providing “out-of-the-box” quality management best practices for project and resource management. It allows you to create a centralized quality function with pre-packaged content and workflows to automate key processes for quality management, including service request types, security groups, custom reports and dashboard modules, as well as tracking and managing HP Quality Center administrative tasks. Our unique solution combines proven practices from quality experts and HP Project and Portfolio Management technologies and provides a simpler and faster way to manage center demand, training, and administration.
HP Center Management for Quality Center can help you:
- Efficiently manage the application project lifecycle and QA testing timelines, resources and skillsets
- Enforce process and compliance through automation and enforcement of project and resource management processes
- Manage and enforce quality gates and controls
- Automate and manage HP Quality Center adminstration processes
- Ensure continuity and consistency of skills and process development
- Modify and measure improvements in your quality management processes
For more information about Center Management for Quality Center, visit our webpage at https://h10078.www1.hp.com/cda/hpms/display/main/hpms_content.jsp?zn=bto&cp=1-11-127-24^26176_4000_100_ or contact your HP sales representative.
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End of Support for "Repository over Database" capability in Quality Center 9.0 and 9.2
HP introduced the "Repository over Database" capability in Quality Center 9.0 as an alternative to the "Repository over File System" technology and to provide an easy way to store and backup data. With both technologies available, we found that the majority of customers preferred to stay with "Repository over File System" capability for large Quality Center projects due to lower cost of ownership and improved performance. As a result, HP has chosen to announce end-of-support for the "Repository over Database" capability starting with future releases of Quality Center.
End of Support Details
- For Customers using Quality Center 9.0:
- Full Support through March 31, 2009
- Limited Support through March 31, 2010
- For Customers using Quality Center 9.2:
- No end-of support dates have been announced
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Attention HP Software 24x7 Contract Customers (Americas Region)
HP Software 24x7 Contract Customers (Americas Region). HP will be conducting routine maintenance over the weekend of November 10th, 2007 and HP SSO's support case logging will be impacted. If you are in the Americas Region and have a 24x7 support contract, please call your local support phone number to log critical cases. All cases logged over the weekend will not be processed until late Sunday evening (November 11th).
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Configuration Management Discussion Forums
October 2006
In an attempt to restructure the forums, OVCM Patch Mgr is being renamed to OVCM Client Configuration Manager. For future threads, please use OVCM Management Applications.
Below is a list of those currently available:
OVCM Infrastructure
http://forums1.itrc.hp.com/service/forums/categoryhome.do?categoryId=577
OVCM Management Applications
http://forums1.itrc.hp.com/service/forums/categoryhome.do?categoryId=575
OVCM Client Configuration Mgr
http://forums1.itrc.hp.com/service/forums/categoryhome.do?categoryId=579
OVCM Administration
http://forums1.itrc.hp.com/service/forums/categoryhome.do?categoryId=576
OVCM Server Management
http://forums1.itrc.hp.com/service/forums/categoryhome.do?categoryId=57
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