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Give us your feedback on the new SSO homepage design
(Due to the overwhelming response the survey will remain available until July 17th)
Based on your valuable feedback, we have been working on improving HP Software Support Online’s look and feel for improved ease of use. Before we begin development on the new design, we would appreciate your input.
Attached are links to our 2 mock-ups of Software Support Online’s homepage for your review.
http://support.openview.hp.com/supportMockup1.jsp
http://support.openview.hp.com/supportMockup2.jsp
Please take a few minutes to look at the two designs and fill out the brief online survey
http://www.surveymonkey.com/s.aspx?sm=EwLwFj1n_2fdvBZPmDKPyxQA_3d_3d.
We look forward to your feedback!
The new design will launch in early September – stay tuned for news about this, as well as functionality improvements, in the coming months.
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We need your Input! (Customer Survey)
HP Software is in the process of evaluating potential upgrades to the HP Software Discussion forums and would like your opinion. Please take a few minutes to complete the following survey. This survey will be available until July 17th. We appreciate your feedback.
- HP Software Services
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Attention former Tower Software customers
As stated in the welcome letter you should have received last week, we will be hosting a training session for Software Support Online. During this call we will cover access to SSO, how to create and submit a case, how to search for knowledge and answer any quesitons you may have.
Who: Former Tower Software customers
When: Thursday, December 11 at 4pm PST, (9am Sydney)
Where: Bridge 1 dial-in numbers
U.S. (toll) dial-in number
702.696.4520
U.S. toll-free dial-in number
866.409.2889
For all other countries: http://intranet.hp.com/HPIT/GetIT/AudioConferencing/Pages/AccessNumbers-Bridge1.aspx
Conference ID: 970 898 9410
There will also be a virtual room available at: Participant key EP635NQVMS https://www.rooms.hp.com/attend/default.aspx?key=EP635NQVMS
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Attention US and Canada; former Mercury, Spi Dynamics and Tower customers.
Effective December 1, 2008, you must call the HP technical support number, 800-633-3600, to request technical support assistance. When calling the HP support number, please have your Support Agreement Identifier or SAID ready. The legacy Mercury, Spi Dynamics and Tower support numbers will no longer connect you to a technical support engineer. The legacy numbers are; Mercury, 877-837-8457: Spi Dynamics 866-774-2700: and Tower 800-840-9098. Former Mercury customers will still be able to access licensing and SAAS through their legacy support number.
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You’re invited to view more than 150 videocasts of HP customers, partners and other experts presenting their best practices and case studies. Don’t wait - access HP Software Universe Online and learn how to get the most out of the solutions you have while exploring the possibilities you haven’t considered yet. (Site not hosted by HP)
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Attention Storage Essentials Customers:
Please note that many of our support processes have changed effective September 2008. You can now visit Software Support Online http://www.hp.com/go/hpsoftwaresupport to search for knowledge, download patches and submit support cases. For all support related questions, please submit your case online at http://www.hp.com/go/hpsoftwaresupport/casemanager/submitcase. Please be aware of the changes to the support phone numbers as well. The correct number is 1-800-633-3600 (U.S. only) for all other countries, please visit http://www.hp.com/go/hpsoftwaresupport/contact_list
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Are you a Service Desk 4.5 customer?
Please review the Customer Letter January 2009 for an option to extend Severity Level 1 support until December 31, 2010, for customers migrating to Service Manager 7. Go to http://support.openview.hp.com/encore/sd4_5.jsp for more information.
As you may know, the announced End of Support date for Service Desk 4.5 is December 31, 2009. Many customers are already realizing the benefits of Service Manager as a result of requesting the no additional charge license migration.
With December 31 less than twelve months away, HP would like to offer an option to extend support to those customers who could benefit from additional time in their transition to Service Manager. Enclosed in the customer letter please find a description of how to do so and request the Service Manager license migration.
HP and its business partners look forward to working with you and supporting your efforts to move to Service Manager throughout 2009 and 2010.
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Attention former Opsware and Storage Essentials customers
Customer training for Software Support Online is now available for Opsware and Storage Essentials customers. Please click on the link to view SSO training. If you would prefer to view a demo, go to the main page of SSO, on the bottom left of the page, click on HP SSO Tutorial.
SSO Training (PDF*)
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Attention Tower Software customers
There is a customer training session available to all Tower Software customers on Wednesday, November 19th at 8am PST. Please join us to learn about changes to your support. We will demo many of the tools now available to you at Software Support Online.
When: Wednesday, November 19th at 8am PST.
Dial in: 1-866-466-5924. Conference passcode: 9708989410
Join us in the virtual room at https://www.rooms.hp.com/attend/default.aspx?key=EPTB95DR37
To test your setup ahead of your event, please use the following link:
https://www.rooms.hp.com/testsetup
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Attention DB Archiving customers
There is a customer training session available to all DataBase Archiving customers on Wednesday, October 22 at 8am PST. Please join us to learn about changes to your support. We will demo many of the tools now available to you at Software Support Online.
When: Wednesday, October 22 at 8am PST.
Dial in: 1-866-466-5924. Conference passcode: 9708989410
Join us in the virtual room at https://www.rooms.hp.com/attend/default.aspx?key=EPQFP7R3JD
To test your setup ahead of your event, please use the following link:
https://www.rooms.hp.com/testsetup
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Attention former Opsware and Storage Essentials customers. (Customer training canceled)
Updated Announcement:
You recently received an announcement regarding the migration of the current Opsware Support website and telephone numbers to the HP Software Support environment. To ensure you continue to receive first class support from HP Software we have elected to delay the migration while we fine tune the environment. Please continue to use the existing methods of access to support for your Opsware and Storage Essentials software.
HP is committed to our customers overall support experience and we are constantly working to build on our reputation as an industry leader in customer support. This delay is required to ensure you don’t experience a degradation of service during our migration period. Additional communications will be set to keep you informed as to when the environment will migrated.
Please note: Customer training scheduled for July 22nd has been canceled. We will be rescheduling in the near future. Please look for follow up emails, or watch this site for more details.
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Former Mercury Customers help with SAID
The Mercury website has been transitioned to the HP Software Support Online (SSO) Portal. Customers have been issued a new Service Agreement ID (SAID) number to replace the formerly used MPN number on the Mercury website. In order to use the online tools at HP SSO, each customer must create a HP Passport account. Once you create this account, please edit your profile and enter the SAID you received.
If you are experiencing difficulty using your Service Agreement Id (SAID) number, please follow the online steps to allow us to research your contract at http://www.hp.com/go/hpsoftware/entitlement/investigation.
- The customer should dial the country phone number located at: http://h20230.www2.hp.com/contact_list.jsp.
- The customer should advise the agent that they are working with their HP contract to resolve issues regarding their SAID and ask the agent to open a Trust case.
- The customer should provide the call receipt agent with the Product name, product number, version and details on the issue, contact information and can provide the expired SAID if they have it.
For more information, please review the list of Frequently asked Questions.
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Known Problems Available through Self-Solve for Radia products
Defects that have been reported by customers against currently released products and documentation.
Change request is the result of a known problem (defect) or enhancement request. You may register to receive e-mail notification when a change request is updated. First, find the change request of interest by searching the technical knowledge base. If the change request has not already been resolved, follow the link on the change request page to 'e-mail me when this change request is resolved'.
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Vivit Introduces Updated and Expanded Services
As the independent, global, customer-driven HP Software users group, Vivit provides a broad set of valued services ranging from education to networking opportunities, to coordinated feedback to HP Software. HP supports these activities which enable customers, partners, and HP to share and exchange all things HP Management Software and which complement HP Software's own programs.
This is an exciting time for HP's customers and partners, as Vivit has greatly updated and expanded services. Explore the new Vivit web site, http://www.vivit-worldwide.org , which is packed with great features and functionality and includes a new user experience and powerful online connection tools to accelerate your management software expertise.
Join Vivit, be an active part of the community
Be a supporting member of Vivit and tap in to the full wealth of expertise that is prevalent throughout Vivit! View in-depth information about HP Software available through the Vivit portal. Listen and learn how others are successfully using HP Software in their environments. Participate in our local meetings worldwide. Network with hundreds of your peers, learn from industry experts, share best practices, and include your voice in feedback to HP. Stay informed with what's happening in the HP Software community through Vivit's event calendar. Also, enjoy discounted event attendance and training! Supporting level membership (only US $ 150 per year) grants full access to the knowledge base and added features and benefits. [A public access level is also available offering limited services at no charge.]
Take a test run and then be an active part of the independent users group.
Accelerate your expertise. Visit www.vivit-worldwide.org and Join Today!
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Operations Manager for Windows (OMW) customers - Effective end of June 2008, HP will end certification of new platforms for the DCE agent
HP will end certification of new platforms for the DCE agent by the end of June 2008. After this date, new operating system versions and cluster or virtualization solutions released by the respective vendors are no longer tested and supported by the DCE agent. DCE agent support for HP Operations Manager 8.0 for Windows will be discontinued at the same time as HP Operations Manager 7.5 for Windows will reach end of support. Please visit the HP Software Support web page for announcements.
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Attention Peregrine customers:
Effective Saturday 21 April 2007 the current Peregrine customer support phone lines will be retired and no longer in service. In order to contact support on an existing case or to create a new one, you will need to call the HP Software support numbers.To locate your country customer support number, please visit HP Support Phone Numbers for a complete list of HP Software support phone numbers.
Please bookmark this page for future reference.Thank you for your patience during this time of transition.
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Attention Peregrine customers:
Effective Friday, 23 MAR 07, the Peregrine support web site will be closing.You will need to log new cases at HP Software Support Online (SSO) Submit Case.
Please bookmark this web page and begin submitting your support cases using SSO. You will need to create an hp passport and have your support agreement ID (SAID) handy when logging support cases on the web. Please refer to the customer support handbook for detailed instructions on setting up your hp passport account and how to use your SAID. The handbook is stored online at User Guides and is called Software Support Online user's guide.
If you have open cases at the Peregrine support site, you can view existing them at by clicking here: Peregrine Customer Support. You do need your Peregrine user name and password to enter this site.
If you have any questions about this process or need assistance, please send an email to: peregrine.support.questions@hp.com
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HP Passport
Active contract
Premium contract
