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HP Inc. Self Maintainer Program2017
Reinvent home and
classroom
© Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.2
Twoleading
franchisesPersonalSystems
Printing
3 © Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.
HP Commercial products
Qualifying for the Self Maintainer Program
Program Purchase Requirement Performance Criteria
Parts Only(Standard)
• Offered in the USA, Canada & Mexico• SLED Purchase Volume = $0• Commercial Purchase Volume = $250,000• No Labor Reimbursements
• Technician Certification – Service Qualifications• 1.20 PPSN – Parts Consumption rate• Maintain latest drivers and firmware• Run diagnostics
Parts and Labor
• Offered in the USA & Canada• SLED Purchase Volume = $250,000• Commercial Purchase Volume = $500,000• Receive Labor Reimbursements
• Technician Certification – Service Qualifications
• 1.20 PPSN – Parts Consumption rate
• Maintain latest drivers and firmware
• Run diagnostics
• SLED customers are defined as U.S. federal, state or local government and educational institutions.
• PPSN – Cumulative total - Parts Per Serial Number per month
HP Self Maintainer
HP Support Center
Both
Established IT Staff HP SM training & Accreditation SM Technical Knowledge DMI Tools & RMA Shim tools 35 % discount on parts CSR N warranty parts CSR A warranty parts CSR B warranty parts Return to HP Depot - Box & Mail HP On-site Field Engineer ADP - Accidental Damage Protection DMR - Defective Media Retention Diagnostics Required Refurbishment (plastics) n/a
Labor - Limited 5
HP Self Maintainer & HP Support Center review
Parts & LaborTools & KnowledgeHP Self Maintainer authorization
Self Maintainer Defined
HP Self MaintainerHP SM training & Accreditation
SM Technical Knowledge
DMI Tools & RMA Shim tools
35 % discount on parts purchases
CSR N warranty parts
Labor - Limited After 30 day review
What are the benefits of
becoming an HP Self
Maintainer?
Self Maintainers become Service Qualified to perform service on
HP commercial products that can be both can be owned and
leased.
SMs gain secure access to system configuration tools for both
Windows PCs and Chromebooks. SMs also gain access through CSN
to HP propriety technical knowledge regarding servicing HP
products to facilitate diagnostic accuracy and documentation.
Self Maintainers gain access to all HP warranty parts including system boards
and LCDs, CSR N parts. Self Maintainers have the option in certain circumstances to be compensated for labor on CSN N parts. Non-warranty
parts can be purchased through the HP Parts Store.
HP Self Maintainer web portals
© Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.7 © Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.7
Training Center
Channel Services Network
Partner Portal
© Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.8
https://h20345.www2.hp.com/csnmcmsdocs/marcomm/cpn_cms/SMext1.htm
Visit the HP self Maintainer web site
• Program Information• Agreements
Apply for HP Self Maintainer on the Partner First Portal.
partner.hp.com
HP Inc Self Maintainer Program 3 Steps to complete the application and enrollment process
• Within 72 hrs. receive an Acceptance e-mail with your Location ID, and additional SM program information.
• At this time users can register and technicians can take training..
• Notify HP Inc SM Customer Support when the first tech is Certified and provide a screen capture.
• Note: The application will closed in 30 days if no tech completes the training.
Step 2: Acceptance
• After 1 tech is trained and within 2 weeks receive the Welcome e-mail. The SM account will be fully activated. The application will be closed.
• Receive the welcome packet.
• The first trained tech is the Administrator and will Approve and Add additional users.
Step 3: Welcome
• Within 24 hrs. receive an Introduction e-mail acknowledging the receipt of your application.
• Your information will be reviewed and verified by your assigned agent.
Step 1: Introduction
© Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.9 © Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.9
© Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.10 © Copyright 2016 HP Development Company, L.P. The information contained herein is subject to change without notice.10
HP Inc. Self Maintainer Customer Support TeamMore than ever supporting the customer is our top priority
Contact Us Operational Support
• Voice enabled Support: 1-800-544-9976 (say “self maintainer”)
• Via email: [email protected]• Fax: 855-462-7862 or
[email protected]• Please have ready:
• Location ID• CRS ID• Event Numbers• Screen Shots• Error Messages
• Hours: Monday through Friday8:00 a.m. to 6:00 p.m. Central
• Applications• Web site support• Part Escalations, shipping• Product Entitlement• Labor Claims• Invoice Questions• CSN - Channel Services Network• Partner First Portal• The Learning Center (SABA)
• *Note – Self Maintainer Support is non-Technical
keep reinventing
