Partner CareQuick Start Guide

Log in to the HP Unison Partner Portal

• Log in into UPP using your credentials: User ID and Password

Get Support

Start your search

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Getting started

• Click on the “Start Here” drop down arrow to reveal the support categories

• Select your support category

• Refine your search by selecting the appropriate option

• Click on ‘Get Support’ button which is located on every page of the portal

Support options

4Knowledge articles

• The 3 most popular topics will immediately display

• To see all available articles on your support area click ‘show more details’

• Search all knowledge articles using the search function

More support options

Submit a case to reach all your HP Advisors

• Click on “Submit a support case” in case you need to get in touch with an HP Advisor

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Call us

• Use the number under Call Us section to reach an Advisor

Submit a Case

• Click on “Submit a support case” button

Populate required fields

• Fill in all the fields marked with red asterisk (Case Reason-prepopulated; Scenario-prepopulated; Subject; Description) and then click on Submit button

Submit your case

• Case ID is created and an email will reach your inbox to confirm case submission

• You may add justifying screenshots or documents for your case (Browse and Attach File)

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Submitting a case

TIP: Once your case is submitted you have a

comments and attachments section where you can add

additional information at any time

My cases dashboard

• You are able to see all your Open and Closed cases in your My Cases dashboard

Understanding the Status of your case

Status Description

New Case was created, submitted & assigned, but the advisor has not started to work on it

Work in progress Case was created, submitted & assigned AND the advisor started to work on it

Awaiting boundary system

Case resolution is depending on a third team input  and the advisor is waiting for the boundary team’s input

Awaiting requestor

Advisor needs extra details from requestor in order to solve the case

Escalated to IT Case resolution is depending on an IT fix/Intervention (Issue raised is not operational/process related).

Closed Issue raised  has been solved and case has been closed

Thank You