partner ready services delivery channel services network

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein. 2015 Hewlett Packard Enterprise Restricted. This document contains confidential and/or legally privileged information. It is intended for Hewlett Packard Enterprise and Channel Partner Internal Use only. If you are not an intended recipient as identified on the front cover of this document, you are strictly prohibited from reviewing, redistributing, disseminating, or in any other way using or relying on the contents of this document.

The purpose of this guide is to help Partner Ready Services Delivery Partners better understand the Hewlett Packard Enterprise fixed support services (previously known as Fixed Care Packs) registration tool within the Hewlett Packard Enterprise Channel Services Network.

Hewlett Packard Enterprise Partner Ready Services Delivery Channel Services Network Reference Guide

Technical white paper

Technical white paper | Hewlett Packard Enterprise Partner Ready Service Delivery Channel Services Network reference guide

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Table of Contents

Table of Contents ............................................................................................................................................. 1

Partner Registration of Fixed Support Services ........................................................................................... 3

Terminology ...................................................................................................................................................... 4

Registering Fixed Support Services with a PSP ID ...................................................................................... 4

How to modify or correct Hewlett Packard Enterprise fixed support services registrations ................ 11

How to inquire on fixed support services registrations ............................................................................ 12

How to troubleshoot common issues .......................................................................................................... 14


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Partner Registration of Fixed Support Services

• Within the Partner Ready Services Delivery program, if the partner wants to deliver on the fixed support services and

be the preferred service provider (PSP), the partner must follow the steps outlined in this document.

• Hewlett Packard Enterprise will provide you with one unique Hewlett Packard Enterprise Channel Services Network

(CSN) fixed support services user ID (CSN user ID) to use for fixed support services registrations and management.

Note

Retain your original CSN user ID. The unique user ID provided to you for registration is

specific for this process.

• To be assigned as Preferred Service Provider (PSP), you need to complete your registration in CSN via your

account. Please note that you cannot complete the registration via a “please register” email because this does not

allow PSP to be selected.

• When ordering fixed support services, ensure that the distributors assign every fixed support services order to your

CSN account, whether you intend to be the PSP or not. Provide your unique CSN user ID, which can be used for this

assignment on the fixed support services order.*

• Having all fixed support services assigned to your account ensures that you will have visibility to your orders and

ability to track renewal opportunities even if you are not the PSP.

• When you have had a distributor assign an order to your account, you will be able to search for it and register it on

the Hewlett Packard Enterprise CSN fixed support services tool. If you are unable to locate an order and have

received no other notices about the status of the order, please contact the distributor.

• 100 percent registration of the fixed support services you sell is required.

• Your location must register fixed support services within 10 days of placing the order.

• Registration of fixed support services can be performed one time only. Have all registration information

ready to ensure that your registration is completed correctly.

• Some Hewlett Packard Enterprise authorized distributors offer to register the fixed support services for you.

You are still responsible for ensuring that the registration of the fixed support services is completed

successfully.

• You may only register yourself as the PSP on fixed support services eligible for this program.

• You may only register your company as the PSP on fixed support services you sell if you can and will fully meet the

customer’s support needs; this includes but is not limited to 24x7 support, 6-hour Call to Repair (CTR), and HPE

Proactive Care Services.

• In order to profit from all benefits, it is critical that you take the first call from your end customer in break-and-fix (B&F)

situations.

– You may aid this by providing customers with detailed instructions and indicating correct names/contact numbers

upon sale of the Hewlett Packard Enterprise product, so the customer understands how and where to obtain

service.


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• If the customer calls Hewlett Packard Enterprise instead of you incidentally, the Hewlett Packard Enterprise call

center agent will reroute all identified PSP customer calls directly back to you.

– This rerouting process works and relies on the properly set up Hewlett Packard Enterprise WW CSN case

management tool. Country implementation may vary.

• Only customer contact information or product location information can be modified after registration is complete.

• Your location will receive non-event payments for fixed support services registrations where you are listed as the

PSP.

– Country implementation may vary.

• The non-event based payment is predicated on your full commitment to provide end-to-end support to the customer

on behalf of Hewlett Packard Enterprise.

• If no PSP is selected during the registration, the Hewlett Packard Enterprise fixed support services is flagged with the

default PSP (which is either Hewlett Packard Enterprise or a country default PSP), please contact your fixed support

services administrator for details when required.*

Terminology

• Orders are assigned (by either Hewlett Packard Enterprise or a distributor) to your company’s unique CSN ID.

• Fixed support services are registered as Hewlett Packard Enterprise delivered or as PSP delivered.

• CSN user ID is a unique per partner user ID that permits access to the CSN fixed support services registration

website (must be provided by the partner to the distributor to ensure proper assignment).

• PSP ID is a preferred service provider ID that is a unique identifier used for registering fixed support services as

partner deliverable by that partner.

Registering Fixed Support Services with a PSP ID

To begin, once an order has been assigned to your account, you will receive an email notification.


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Figure 1. Assignment notification email

1. Log on to CSN using your unique CSN user account. Click csn.hpe.com.


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Figure 2. CSN reseller main screen

2. Click “Care Pack registration”.

Figure 3. Care Pack registration

3. Search for orders to register.

A. Enter one or more of the following:

i. Order Reference No—AM#/EM#/AP#

ii. P.O. Number

iii. Date range to search


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Figure 4. List of orders retrieved

4. Click the order number you want to register.


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Figure 5. Selected order

5. Review and confirm that all information on the “Order Information” tab is correct.

6. Click the “Registration Information” tab.

Figure 6. Registration Information screen

7. Complete the customer and registration details sections. Fields with a red asterisk (*) are required information.

Note

Contact information provided here is the end customer system manager, who is

responsible for the equipment at the location. For Proactive Care support, this is

required information to ensure proactive deliverables can be scheduled and provided to

the customer.

8. Put a checkmark in the box on the far left of each Hewlett Packard Enterprise fixed support services you want to

register or in the “Select all” box at the top of the column to select all.


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Figure 7. Product and serial number information screen

Note

If a gray checkmark already appears in the box, it means that the fixed support services

are already registered. The registration may have been done in an automated manner

or by the distributor. If your company is not selected as the PSP and it needs to be,

contact Hewlett Packard Enterprise to have this corrected.

9. If you want to be the PSP, you may need to scroll (using the scroll bar) to the right to view the Preferred Service

Provider field.

A. From the drop-down, select your company name.

B. You must complete the PSP selection on a registration in which you desire to be the Preferred Service

Provider for the fixed support services. If you want the fixed support services to be Hewlett Packard

Enterprise delivered, the Preferred Service Provider field should be left blank.

If you do not see an option to select your company as the PSP, yet you are certain that the distributor has assigned the

fixed support services to you correctly, and you are certain that the fixed support services is eligible, do not complete

the registration. Contact your partner service delivery manager (PSDM) or fixed support services Admin team (for

EMEA countries) and ask for assistance regarding confirmation of the list of eligible Hewlett Packard Enterprise fixed

support services.

Figure 8. PSP selection screen

10. Once you have completed data entry, click “Preview”.

Notice the scroll bar that allows you to view all the fields for each product.


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11. Confirm that the information is correct on the “Preview Registration” page.

A. If correct, click “Confirm Care Pack Registration”, and to modify, click “back”.

Figure 9. Preview Registration screen

12. Once you click “Confirm Care Pack Registration”, the registration status will update to “Registered” and you will see

a confirmation screen.

13. You may then register other fixed support services, view the certificates of the fixed support services you

registered, or email a notification of the current registration to a customer by clicking the appropriate button at the

bottom of the confirmation page (“register another”, “view certificate”, “e-mail registration”).

A. When you click “e-mail registration”, the customer will receive an email with a link to their certificate, the fixed

support services terms and conditions, the datasheet and the Hewlett Packard Enterprise contact list.

Below is an example of a certificate confirming registration.

Note

When you register your company as the PSP, your contact information will be listed in

the “Contact For Service” field. For registrations where you are not listed as the PSP,

Hewlett Packard Enterprise contact information will be provided.


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Figure 10. Confirmation certificate (example)

How to modify or correct Hewlett Packard Enterprise fixed

support services registrations

1. Log in to the CSN Fixed Support Services Tool — csn.hpe.com

2. Enter your unique CSN user ID and password, and press “go”.

3. Click “Update Registration”.

4. You have the option of looking up the order by Product or fixed support services Serial Number. Click the option

you want to search with.


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Figure 11. Search screen

5. Enter the appropriate details in the boxes. Click “search”

At this point, the Customer Detail, Registration Detail, and the Order Detail for the fixed support services appear. You

cannot update or modify the information in the Registration Detail or Order Detail sections. You may only modify the

“Customer Detail.”

6. Once the changes are done, click “submit” to save the changes.

How to inquire on fixed support services registrations

1. Log in to the CSN Fixed Support Services tool — csn.hpe.com

2. Enter your user ID and password and press “go”.

3. Click “Inquiries”— this page will allow you to pull reports on orders assigned to your CSN account.


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Figure 12. Partner Inquiries screen

A. Get Registration Report in excel format: This allows you to pull a report of “registered” fixed support services

within a date range (maximum 45 days). So if you have purchased 1,000 fixed support services in one month and

only 500 have been registered, only 500 fixed support services will appear on the sheet.

B. Get Orders Detail Report in excel format: This allows you to pull a report of all orders you have placed within the

date range specified. This report will also show the fixed support services order “status”. If the “status” is complete,

the order has been fully registered. If the order “status” is incomplete, the order has not been fully registered. Please

take immediate action to complete the registration.

C. Get the sales orders placed within a Date Range and/or by the P.O. Number: This allows you to pull up orders

for a certain time period. This will show both registered and unregistered orders. The date range should be limited to

15 days. You can also provide a P.O. number to search a specific order.

D. Perform an inquiry on the Sales Order Number: This allows you to pull up the individual order details by the CSN

Reference Order Number (AM#/AP#/EM#).

E. Find the registration information based on Serial Number: This allows you to look up the status of specific fixed

support services based on the product serial number. If the item is unregistered, a message will pop-up indicating

this. Please take immediate action to complete the registration.

F. Get the registration information based on Care Pack Serial Number: This allows you to look up the status of

fixed support services by using the fixed support services serial number. If the item is unregistered, it will show you

that it is not registered. Please take immediate action to complete the registration.

G. Get Registrations Expiring in a date range report: This option will allow you to run a report showing you all the

fixed support services that are due to expire within a 90-day period.


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How to troubleshoot common issues

If you cannot select your company in the PSP drop-down, it can be for the following reasons:

• You have used the link in the “please register” email to complete the registration. This link is non-authenticated and

will not allow PSP selection. You need to log in to CSN with your own user ID and password, retrieve the order, and

register it there.

• The specific fixed support services part number is not added to your PSP accreditation list. This may be because it

was determined that you would not provide support for this level of service or the fixed support services part number

was simply omitted. Contact your Hewlett Packard Enterprise PSDM.

• Your CSN user ID does not have the PSP functionality enabled. In this case, the Preferred Service Provider field is

not available. Please contact your Hewlett Packard Enterprise fixed support services administrator.*

If you cannot retrieve this order when logged on to your CSN account:

• Ensure that you are using the exact information used when the order was created (Example: the exact PO number,

Order Reference Number, etc.). You can also search the order by a date range.

• If this order was purchased through a distributor, contact the distributor to ensure they have assigned this order to

your CSN account.

If you encounter any other issues, please contact your partner service delivery manager or Hewlett Packard Enterprise

fixed support services administrator.*

Learn more at

hpe.com/go/services

* Subject to regional requirements—please check with your Hewlett Packard Enterprise Partner Service Delivery Manager or Hewlett Packard Enterprise

Fixed Support Services Administrator

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