HP Scottish Procurement Customer Handbook 2012 · 1 / 17 HP Scottish Procurement Customer Handbook 2012 05/2012 . ... HP Contact Name Telephone Number Email ... possibility to distinguish

HP Customer Handbook 2012

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HP Scottish Procurement Customer Handbook 2012 05/2012


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Table of contents Table of contents ...................................................................................................................................................... 2

1. Introduction ........................................................................................................................................................... 3

1.1. OVERVIEW ............................................................................................................................................................................................................... 3 1.2. HP ROLES ............................................................................................................................................................................................................... 4 1.2.1 YOUR HP CONTACTS .......................................................................................................................................................................................... 5

2. HP Direct Ordering and Fulfillment process ............................................................................................. 6

2.1. ORDERING VIA HP.COM B2B ............................................................................................................................................................................... 6 2.2. ORDERING VIA E-MAIL / FAX IN EXCEPTIONAL CASES ........................................................................................................................................ 8 2.3. ORDER CONFIRMATION ......................................................................................................................................................................................... 8 2.4. NEW ADDRESS CREATION ...................................................................................................................................................................................... 8 2.5. ORDER TRACKING & REPORTING ......................................................................................................................................................................... 9 2.6. ORDER CANCELLATION ....................................................................................................................................................................................... 10 2.7. DELIVERY TURNAROUND TIME (TAT) ............................................................................................................................................................... 10 2.8. DELIVERY ACCEPTANCE PROCEDURE ................................................................................................................................................................. 10 2.9. INVOICING ............................................................................................................................................................................................................ 11

3. Claims .................................................................................................................................................................... 12

3.1. PHYSICAL CLAIMS POLICY ................................................................................................................................................................................... 12 3.1.1 REPORTING PHYSICAL CLAIMS ......................................................................................................................................................................... 12 3.1.2 DAMAGED DELIVERY/DAMAGED PRODUCT .................................................................................................................................................... 12 3.1.3 DEFECTIVE PRODUCTS ...................................................................................................................................................................................... 13 3.1.4 RETURNS ............................................................................................................................................................................................................ 13 3.2. FINANCIAL CLAIMS .............................................................................................................................................................................................. 13

4. Post Sales Support ........................................................................................................................................... 14

4.1. PRODUCT SUPPORT ............................................................................................................................................................................................. 14 4.2. WARRANTY AND CARE PACK SERVICE LOOK-UP TOOL .................................................................................................................................. 15 4.3. SPARE PARTS ........................................................................................................................................................................................................ 15 4.4. STOLEN UNITS ..................................................................................................................................................................................................... 15

5. Escalation Matrix ............................................................................................................................................... 16


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1. Introduction 1.1. Overview HP is delighted to have been chosen as the supplier, for DESKTOPS, WORKSTATIONS and THIN CLIENTS to the Scottish Public Sector. Our product offering is of the highest caliber and we want you, our customer, to enjoy the whole end to end experience with HP. The below guidelines will assist you and your organisation to utilize our electronic procurement interface, build asset tracking and reporting tools and allow customization to any part of your order. To support through this process we have a dedicated team of sales, technical and operations personnel, to advise you on getting the most from HP. Some of the value we can bring is as follows –

As the Global, European, and UK & Ireland number one PC supplier to the Public Sector, HP wields a buying power that no other manufacturer can match when it comes to component procurement.

Our Environmental programs are industry leading and we take this very seriously. So much so we have changed our global supply chain process to provide the Scottish Public Sector with our ‘Green PC’s’.

Our desktop proposal offers an industry unique of being able to accommodate five form factors, not just three giving even more choice to the Scottish Public Sector when procuring our desktops. (New - Mini Tower and All in One PC form factors).

E-Procurement discounts. HP proposes to reduce hardware costs if end-users buy using our B2B portal or full B2Bi punch out portal.

HP has built up a high level of experience in supplying the Scottish Public Sector with PC’s over the last two and half years and as such HP can deploy this new product set and procurement tools almost instantly.

HP’s DC8200 desktops, Z Series Workstations and Thin client offering incorporate consistent components over their lifecycles. Our approach to configurations and drivers is to simplify maintenance, reduce costs and promote stability over the full model life cycle.

HP’s careful integration of design and manufacturing processes, coupled with a thorough understanding of customer needs, results in superior product quality and exceptional customer satisfaction.


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1.2. HP Roles Customer Services Representative (CSR)

Your primary contact for orders placed with HP Receives and validates your orders. Addresses any inconsistencies directly with you Provides order acceptance and acknowledgement, in addition to proactively managing the

progress of open orders and offering support with order status and tracking queries Acts as primary communication point for order management queries and issues Validates order changes, returns, and cancellation per contract terms Manages identified claims

Customer & Sales Support Manager (CSSM)

Your primary contact for issues related to the HP.com B2B functionality Manages your on-line products portfolio and services catalogue Proactively manages the catalogue content including specific product updates and general

platform changes as a result of product end of life transitions

Account Operations Manager (AOM) Your escalation contact for operational issues and issues related to any set up changes Manages HP delivery performance Monitors the service level agreement between HP and you Analyses and resolves operational issues Leads periodic operational reviews Manages setup changes to the deal, for example adding additional countries or services

Sales Representative

Manages the contract you have with HP Plans product offerings, product roadmaps and services Plans replacements for end of life Products Coordinates sales activities


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1.2.1 Your HP Contacts

HP Contact Matrix HP Contact Name Telephone Number Email CSR Maria Lungu 0040 372 306 126 [email protected] CSSM Ligia Andreias 0203 027 9120 PIN 2083 [email protected]

AOM Sharon Neville 0203 564 1738 07768 498 438 [email protected]

Sales Representative Donnie Maclean 0203 564 1698 [email protected]


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2. HP Direct Ordering and Fulfillment process 2.1. Ordering via HP.com B2B To place orders via the internet on the HP.com Business to Business (B2B) portal, please get your registration link from your CSSM before accessing your customized Business to Business site -

Your company dedicated catalogue has been pre-populated with the following data specific to your user profile -

standard configurations as per your requirements invoice and ship-to addresses that have been set up prior to ordering

All orders placed via the HP.com B2B site are routed directly to the HP factory and automatically acknowledged by e-mail to the customer contact detailed on the purchase order.


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From HP.com B2B home page, click 'product' in the left navigation bar to browse the standard configurations and products, add products to your cart, and create a quote, purchase request or purchase order.

To receive a copy of your purchase order details via email, under ‘e-notification’, tick the box and enter your email address before submitting. A complete HP.com B2B training guide, which includes the advanced reporting capabilities, as well as the possibility to distinguish between viewers, requestors and purchasers, is attached below or from your AOM.


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2.2. Ordering via e-mail / fax in exceptional cases If a product is missing from your B2B catalogue, please contact your CSSM for information and to request a quote. Alternatively, if you have agreed to place your orders via e-mail, please send your purchase order directly to your CSR containing -

purchase order number (this can be any number recognised as your own internal purchase reference)

purchase order date complete delivery and invoice address and contacts Please Note that the invoice address provided must match with one of the addresses already

setup on the HP system, if not a new invoice address must be created before the order can be accepted and processed. Please allow up to 3 working days for setup of a new site prior to placing orders

contact name, email address and telephone number part numbers, descriptions, quantities and pricing or the HP quote reference exact customization instructions if applicable any applicable special shipping/handling instructions Please Note orders must specify a delivery date within the maximum delivery period of ninety

(90) days from the order date If any of the above listed information is incomplete the order request will not be progressed and

you CSR will contact you for further information

2.3. Order confirmation Following receipt of an order, an electronic order acknowledgment is sent via e-mail to the order contact. This e-mail acknowledgement is sent immediately for orders placed on the HP.com B2B Site. Purchase orders sent by fax or e-mail will receive this e-mail acknowledgement once the order is fully processed by the CSR.

2.4. New address creation In order to be able to place orders on HP, your invoice and ship-to-addresses need to be set up in the HP customer reference database. Every invoice address is identified by a Customer Base Number (CBN). When a new invoice and/or ship to address is required please follow the below process -

Please complete the attached ‘Customer Setup Request Form’ and send this to your AOM who will have the address set up. Please allow between 3 working days for setup and before orders can be placed for this new invoice/ship to address.


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2.5. Order tracking & reporting Order progress can be tracked using the ‘order status’ website accessed from the HP.com B2B site. Note Please be advised that your order will not be visible in order status until it has been validated and processed by your CSR.

HP offers the following set of standard reports which have been pre-defined and can be used 'as is'. These standard reports were created to meet the majority of customer needs -

Direct Average Order Cycle Time Direct Invoiced Revenue & Units Direct Open Orders Direct Serial Numbers Direct Shipment Orders

All of the above reports can also be customized by modifying the data fields to match your specific requirements.


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In addition, you can also take advantage of the simplified report creation tool which makes the most commonly used filters available and suggests appropriate fields based on your selection. If you have any queries around the reporting functionality please contact your AOM.

2.6. Order cancellation All orders are subject to acceptance by HP. Any cancellation, reschedule or change request against orders prior to shipment (product is either in the production or delivery process) is subject to acceptance by HP. All these requests must be submitted in writing to your CSR. Please Note No cancellation or address change is possible after the order has entered into production or the product has been shipped. 2.7. Delivery turnaround time (TAT) The current contractual TAT’s are as follows -

Standard desktop: 10 working days from clean order Standard Thin Client: 10 working days from clean order Standard Workstation: 10 working days from clean order

For any NON STANDARD orders (services or hardware customization), the TAT is +5 working days from a clean order. Cycle times are measured in business days and they exclude weekends and holidays. Orders received after 15:00 Central European Time are considered to have been received on the next working day.

2.8. Delivery acceptance procedure When delivering HP products the driver will present a Forwarder Consolidated Delivery Note (FCDN) – also called POD (Proof of Delivery) and a Customer Consolidated Delivery Note (CCDN). Box ID references detailed on the FCDN should be checked against the physical boxes to ensure the delivery is complete. Any missing or damage boxes should be noted on the FCDN in addition to a signature accepting delivery of the order(s). Note Please refer to Section 3 for further details around reporting claims as a result of missing or damaged deliveries.


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An example of the FCDN is shown in the Key Receiving Guidelines Document below -

2.9. Invoicing Invoices are released upon shipment of the goods from HP. The invoice is due at the expiry of the payment terms (written on the invoice), that apply upon the invoice date.


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3. Claims HP is committed to servicing customer orders and to delivering products to customers which are complete, undamaged and in operational condition. In spite of HP’s extensive product and process quality controls, issues may arise in order fulfillment or deliveries, induced by HP or our representatives. 3.1. Physical claims policy The physical claims policy covers the following scenarios -

the box may have been damaged in transit product is physically damaged wrong product is delivered an ordered product is missing from the delivery missing or defective components inside the product box quantity delivered is not equal to the quantity ordered and invoiced product is defective on arrival (DOA) product does not function according to specifications product/localization/option is not as ordered products received following a late cancellation

3.1.1 Reporting physical claims

Please note in the case of missing or visibly damaged boxes please ensure that the affected BOX ID Number and summary details of the issue are noted on the Forwarder Consolidated Delivery Note (FCDN) (ref section 2.8)

Upon receiving and validating your incident report the CSR will make sure a new product is delivered, and (if applicable) arrange the collection of the wrong or damaged product. After HP has received the units(s), a credit note will be issued

3.1.2 Damaged delivery/damaged product

In case of external damages (i.e. those that can be seen without internal inspection) please indicate this on the FCDN (ref section 2.8) and notify the CSR within 24 hours of delivery

In case of concealed damages (i.e. those that can be found when breaking down pallets of products) or internal damages (i.e. those that can only be noticed upon unpacking and handling for use) please notify the CSR within 5 days of delivery

If equipment in a box or the box itself is damaged it helps the investigations into the cause of the issue if you can send photos of the incident to the CSR


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3.1.3 Defective products If a product is discovered to be defective within 30 days upon receipt of the product, or within 30 days upon installation by HP, a 3rd party or you, please raise a case with HP Global SupportOne using the details in section 4. The HP Global SupportOne will raise a case and determine if the unit can be repaired under warranty. Alternatively, if a replacement unit is deemed necessary a Return Authorization Letter will be provided which should be sent to the CSR for a replacement order to be logged. After the 30 day DOA period, HP will execute the agreed warranty entitlement and response time associated with the product.

3.1.4 Returns When a pickup for return has been arranged by the CSR please use the original packaging materials and do not write anything on the boxes. Credit for the returned product will be issued against the original Purchase Order, once the product has been received and verified by HP. 3.2. Financial claims The financial claims policy covers the following scenarios, in accordance with the agreed Terms and Conditions:

Mismatch or incorrect element in billing Commercial credit or penalty

Please submit your claim to your CSR who will qualify and take appropriate action.


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4. Post Sales Support 4.1. Product support In an effort to strengthen our commitment to you as a valued customer we offer you our Global SupportOne Program. The benefits are available to you for PSG products only in the Public Sector in Scotland –

Toll-free phone access (PIN required) o 0800-917-7241

Top of queue access to technical resources High caliber technical support to meet the skill set of your helpdesk Remote support of expired warranty and discontinued products Web access (HP IT Resource Center – Registered login required)

o http://www4.itrc.hp.com/ Please ensure your IT personnel or helpdesk have the following details to hand and use the correct PIN number listed below –

Toll-free phone access (PIN required) - 0800-917-7241 Web access (HP IT Resource Center – Registered login required) - http://www4.itrc.hp.com/

PIN Name University & Colleges NHS Government Fire & Police PIN 80098 80099 80100 80101

Please have the following information to hand when calling -

Contact details HP (or customer) order number HP product number HP serial number (required for PCs only)

HP also provide free technical consultancy around our hardware offering, for any assistance please contact - Graeme Smith Mobile - 07795 686 730 Tel - 01793 793 020 x7761621 Email - [email protected]


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4.2. Warranty and Care Pack Service look-up tool It is always possible to check the current warranty of products, including T&C’s and HP Care Pack by using the online warranty look-up tool Please enter the main unit serial number, the product number and the country, and then click on “submit”

NOTE 1: The HP serial number may consist of either a 10 or 12 digit number. Where your serial number consists of 12 digits then only the 12 digit serial number should be entered below, where your unit has a 10 digit serial number then both the 10 digit serial number and the Product number is required.

NOTE 2: When entering the Product Number of your equipment, you are required to enter the first 6 digits of the number, for example: 470052-999 input 470052 into the Product Number box or P9132A#123 then input P9132A into the Product Number box.

4.3. Spare parts Spare parts are available at the authorized HP parts resellers for hp-parts. Please refer to the link below for further details: HP Spare Parts Note: Use the country selector at the top to change country.

4.4. Stolen Units When a unit is stolen it is possible to register it as “stolen” in the HP Warranty database. A unit will only be registered as “stolen” by HP Security provided the following information has been supplied -

product theft details date of theft date of registration product number and product serial number owner details name address telephone number/fax/email copy of proof of purchase containing the serial number

The product theft and owner data should be submitted in excel format. The proof of purchase should be scanned or sent in TIF format with the file name in the format of the serial number immediately followed by the “POP”, for example: CND4440WH6POP.tif.

police report, which should at minimum contain: owner name and address stolen unit serial number report and /or police file number


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The police report should be submitted as a scanned file or TIF format with the name in the format of the serial number immediately followed by “REP” i.e. CND4440WH6REP.tif. Please e-mail the information to [email protected]

5. Escalation Matrix


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© 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for

HP 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. HP shall not be liable for technical or editorial errors or omissions contained herein.

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HP Scottish Procurement Customer Handbook 2012 · 1 / 17 HP Scottish Procurement Customer Handbook 2012 05/2012 . ... HP Contact Name Telephone Number Email ... possibility to distinguish