Transcript Australia - HP Partner Plus

HP Channel
Partner
Guide
Australia
November 2013
About the HP Channel Partner
Guide
This guide aims to improve the Total Partner
Experience by providing you with a single point
of reference for you to refer when you need
quick and easy access to information about
HP tools, resources, processes and policies and
products.
It makes it easier for you to do business with HP,
providing you with key HP contact information,
details on HP partner programs, useful sales
and marketing tools, and more.
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Table of Contents
2 About the HP Channel Partner Guide
4 HP Business Units
4 HP Managed Partner Programs
5 HP Partner Portal
6 Sales and Marketing Tools
8 Warranty Support and Conditions
10 HP Issue Resolution Process
11 HP Care Pack Services
14 Physical Claims Policy and Process
16 Spare Parts
17 Retail Help
18 The Learning Centre
20 Useful Links & Numbers
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HP Business
Units
HP Channel
Partner
Programs
HP has two main business units:
HP helps you grow your top and bottom line through our channel
partner programs. These programs offer you recognition of your
sales, technical and support excellence. It also places you in an
ever-growing worldwide partner network that delivers impeccable
customer service and care.
HP Printing & Personal Systems (PPS) – provides solutions
for single users through to large enterprise for Commercial
Notebooks, Desktops, Displays, Thin Clients, Workstations and
RPOS (Retail Point of Sales) products. This business unit also
provides personal, commercial, large format and multi-function
printing and digital imaging solutions as well as printing supplies.
HP PPS group is responsible for the PPS Channel go to market
strategy incorporating the PPS PartnerOne managed partner
program.
HP Enterprise Group (EG) – provides solutions for SMB companies
through to large enterprise corporations for Enterprise Server,
Storage and Networking (ESSN) products, Technology Services
(TS) and HP Software & Solutions (HPS).
HP Enterprise Group is responsible for the EG Channel go to
market strategy incorporating the EG PartnerOne managed
partner program.
As a partner with a membership you can print the HP insignia
of your membership tier on your business cards, stationery
and marketing communications materials. You can also take
advantage of specially created training, support and incentive
programs.
EG and PPS run their own managed partner programs. As a
partner, you will be invited to join when your purchases reach the
appropriate level.
Benefits for managed partners include:
• Quarterly rebates on purchases
• Joint Marketing Funds
• Sales Reward program (HP Rewards)
• Account Management
• Joint business planning sessions
• Weekly reporting on purchases
• Inclusion on HP’s widely promoted Reseller Locator tool.
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HP Partner
Portal
The HP Partner Portal is the HP Reseller’s gateway to a variety of channel support resources. These include daily updated Product
Catalogues, List pricing, events, services, training information and much more, visit hp.com.au/partnerportal.
News/Events
Stay informed with the latest news and events
Promotions
Take advantage of the latest HP promotions available to end users and partners
Products
View and access the latest HP product catalogue, product tools and product information
Product Tools
HP Product Bulletin, Piper Configurator, Enterprise Configurator, Care Pack look up tool, Product
Recycling, HP Parts Store and more
Pricing
Access Standard Pricing Viewer and subscribe to the daily HP Price File
Special Pricing
View special pricing arrangements made with HP
Ordering
(Direct Partners only) Electronic Order Processing (EOP), Order Status, eClaims, Invoice Look Up
Programs
Channel Services Network, HP BPSA Program, HP Competency Program, HP Trade-In, HP Recycling
Program and more
Train & Certify
The Learning Centre provides a quick and easy way for you to locate and access HP training and
certification information
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Sales and
Marketing
Tools
hp.com.au/partnerportal
Product Information
Configuration Tools
Product Bulletin
Piper Configurator
Helping you to choose the right solutions for your customer’s
needs, the HP Product Bulletin is a convenient central resource
providing technical overviews and specifications for HP hardware
and software.
Piper Configurator is a useful tool that allows you to customise a
notebook, desktop or workstation configuration to better meet
the needs of your customers.
Visit hp.com.au/partnerportal >> Hot Links >> Piper
Configurator
The HP Product Bulletin can be accessed online and it can also
be downloaded for offline use. It contains information about
HP servers, storage, desktops, workstations, notebooks, displays,
software, accessories and more.
Visit hp.com/go/productbulletin (use Worldwide Specs).
HP eGuide
Formerly known as the eIRG, this new version of the tool makes
it easier for you to keep up to date with HP printing and imaging
products, anytime, anywhere. It is very comprehensive and
provides current and historical information on all imaging and
printing products.
This tool makes finding the right solution for you customer simple
by providing online access to comprehensive, up-to-date product
information (updated quarterly), an easy search and navigation
engine, and the ability to save the product information to your PC,
email and share with others and print when needed.
Visit hp-eguide.com
Sales Builder for Windows (SBW)
This offline configuration tool is the recommended tool for
partners who require the ability to configure simple to complex
BTO (Build To Order) & CTO (Configure To Order) solutions.
Visit hp.com.au/partnerportal >> Products >> Product
Tools >> SBW
HP ConfigureAIDER DX
HP ConfigureAIDER DX is a BTO & AU Special Builds configuration
tool for low to midrange ProLiant & Storage products. With RacksTower-Blades NAS & direct attach storage, it contains prices,
pictures, and descriptions of the products as well as a ‘wizard’ that
helps explain the various options.
Visit: hp.com.au/configureaider
NOTE: HP Enterprise Configurator and Sales Builder for Windows
should be used for more advanced configurations.
HP Partner Portal
HP System Selling Guide
You can find all the latest product information in the Product
Catalogue on the HP Partner Portal.
Visit hp.com.au/partnerportal >> Products
The Systems Selling Guide (SSG) is a guided selling tool for HP’s
sales force and business partners that quickly provides over 300
HP ProLiant Server, Integrity Server and Storage solutions, with up
sell offerings, based on the customer’s intent and requirements.
The System Selling Guide helps you to understand your
customer’s requirements and provide effective solutions FAST!
Visit hp.com.au/partnerportal >> Products >> Product
Documents >> Industry Standard Servers >> ESS: Systems
Selling Guide (SSG)
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HP Enterprise Configurator
The HP Enterprise Configurator, also known as the Simplified
Configuration Environment (SCE), is a guided self service tool
to help sales and non technical people provide customers with
initial configurations in 3 to 5 minutes. You can then send the
configuration to HP for special pricing or configuration help, or use
it in your existing ordering processes.
Save lots of time with this simple and easy to use tool that
provides localised part and SKU numbers, local list pricing, and
guidance to proper solutions using wizards for ProLiant servers,
enclosures, racks, storage and networking. It also provides
listings of popular configurations that may be modified and the
ability to export configurations to Excel.
Visit hp.com.au/partnerportal >> Products >> Product
Tools >> Enterprise Configuration
HP Networking Configurator
The HP Networking home page is available at
hp.com/networking. Useful tools available on the site include
wireless LAN and switch selection tools to help with choosing the
right devices.
Further detail is available by using the Network Configuration
tool found at hp.com/networking/configurator, allowing you to
configure and price products and build a price list.
Pricing
Other Tools
HP Solution Centre
HP solution centres are in place to help you learn about the
technologies that can transform your customer’s business, and to
assist you in designing, developing and implementing a Converged
Infrastructure for them. HP would like to invite you and your
customer to your nearest HP Solution Centre to experience
HP technology first hand. Live demonstrations can be tailored to
your requirements. For bookings contact your internal HP BPSA
or your preferred HP distributor’s HP BPSA (Business Partner
Solution Architect).
HPLive
Run by our very best technical consultants, HP Live seminars are
flexible and interactive workshops with LIVE demonstrations
that showcase how HP Solutions can meet your business and
IT infrastructure needs. You can also book to attend an HP Live
session for you and your customers. HP makes this series of two
hour seminars available to you in many locations across Australia.
Check the HPLIve site hp.com.au/HPLive to find out about the
latest technology demonstrations available at HP and register to
attend a seminar of your choice.
For any queries please contact [email protected]
Here is one way you can obtain HP Pricing.
Newsletters
HP Standard Pricing Viewer
HP Partner Weekly
HP Partner Portal has all the latest pricing available and allows
you to sign up to the daily price file and have the latest HP pricing
emailed to you every day. You can customise your email to view
only the product lines that you are interested in seeing.
Visit hp.com.au/partnerportal >> Pricing >> Standard
Pricing Viewer
HP Partner Weekly is a bi-weekly partner newsletter aimed at
keeping you up to date with HP products, programs and training.
It is also used to communicate important information about
pricing, end of life and new products, promotional offers and much
more. HP Partner Weekly is sent out on a regular basis. You can
subscribe by emailing [email protected].
The Real Story
The Real Story series communicates topical news and views in the
world of computing, providing fact-based content on the ‘story
behind the story’.
This series spotlights areas of interest affecting HP, HP’s
customers and industry competitors. It uses facts and references
to validate this important information. Read the facts about HP,
Cisco, Dell, IBM, SUN and more.
Information on this site is written and provided by HP in the USA.
Visit hp.com/go/therealstory
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Warranty
and Support
All HP products are covered by a limited warranty. This warranty covers defects in material or workmanship under normal use during the
warranty period. If any defect in materials or workmanship arises, the warranty typically entitles the customer to parts replacement and
labour (or unit exchange) as set out in the product’s warranty documentation.
Inherent Warranties
Limited Global Warranty
The inherent warranties differ for each product and partners
should see the Product Bulletin for full details on each product’s
limited warranty. It specifies the coverage for parts, labour and
on-site support for each product, i.e. 3-1-1 means that a product
has 3 years cover for parts and one year labour and on-site
support.
A wide range of HP’s products carry a worldwide warranty.
This means that a unit can be serviced in any country that has an
HP Support presence. This is limited to the fact that, unless the
unit (or series/range) is marketed in that country, parts will not
necessarily be available.
Warranty details on specific imaging and printing products can be
found by visiting hp-eguide.com.
For enterprise server and storage products, visit the Product
Bulletin website hp.com/go/productbulletin for full details on
each product’s inherent warranty.
A product’s inherent warranty can be uplifted by purchasing a
Care Pack, i.e. a 1-1-1 warranty can be uplifted to 3-3-3 support by
purchasing the relevant Care Pack. See the Care Pack Price Book
for more details or hp.com/go/cpc to find all available Care Packs.
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In countries where HP has not marketed a product or where there
is no support presence for that product, HP has the option of:
• Repairing the product in the destination country if only a minor
repair is needed and common parts are available
• Requiring the customer to ship the product to a HP defined
repair site where it will be repaired – all expenses associated
with the shipping of the unit is the responsibility of the customer
• Sending a service engineer from a remote location to repair the
defective unit – all incremental travel and time expenses will be
charged to the customer and must be agreed to in advance.
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Logging a Support Call
for a Warranty Claim
If a unit has a hardware fault and it is covered by either a standard
warranty or Care Pack, a case needs to be logged so that HP can
diagnose the case and identify the problem. Only once a case has
been logged and diagnosed, will an engineer and/or replacement
part be dispatched.
A case can be logged by either phoning:
• 13 10 47 for Standard Warranty Support
• 13 11 47 for Care Pack Warranty Support
Cases can also be logged electronically by visiting
hp.com/go/hpsc
NOTE: In all circumstances, remote troubleshooting is a
requirement and an engineer will not be dispatched until the
technical specialists are satisfied they have a suitable action plan
and recommendation to repair the fault.
When logging a call electronically, it is important that a full
fault description is provided and any information regarding
troubleshooting carried out. This will result in a faster turn around
time and means the call centre will have less need to contact the
user for more details and troubleshooting.
Once a case has been logged a 10 digit service case number will be
issued and should be used for all communication with HP about
the case (e.g. 4600235623).
In difficult cases, it may be necessary to contact you or the
customer more than once before troubleshooting is completed.
Once troubleshooting is complete and the faulty part has been
identified, the you will be informed that the case has been
dispatched for repair. From this point on all enquiries should be
directed to 13 10 47.
HP’s next step will be to dispatch the replacement parts and/or an
engineer to attend the site or repair bench.
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Warranty Check
The Warranty Check tool is a very useful tool for viewing the
details of a specific product’s warranty details, i.e. what type of
warranty it is covered by and the remaining warranty period.
This tool can be accessed by visiting itrc.hp.com and selecting
“Warranty check” (in the left hand navigation bar). You will be
required to enter the part and serial numbers of the product that
you would like to look up.
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Partnering for
success
HP Care Pack
Services
Customers can get peace of mind with HP Care Pack Services, a
cost effective way to add value to your solution. They are simple
to buy and deploy, and provide end-to-end coverage, global
consistency and high service quality. The portfolio includes
warranty extensions and enhancements, proactive missioncritical services, deployment services and education services,
basically all you need to complete an IT Infrastructure solution.
Fixed and Flexible Care
Packs
The choice is yours
HP Care Pack Services provides a full menu of support services in a
focused, consistent framework of hardware and software support
solutions. There are two types of HP Care Pack Services – Fixed
and Flexible.
Fixed packages are a single, non-configurable product number
without any flexibility.
Care Pack Team
The Australian Care Pack team is able to help with all Care Pack
enquiries and provide support for HP Care Pack registration.
The team is available for
• Fixed and Flexible Care Pack Activation
• Registration issues and Escalations
• Reporting
• Entitlement checks
• Elfpack Administration
The Australian Care Pack Team cannot provide pricing details or
quotes and are unable to log support calls on a customer’s behalf.
For all registrations or enquiries, email [email protected]
or call 1800 500 255
The team is available between 9.00 a.m. and 5.00 p.m. AEST time,
with voice mail outside these hours.
Flexible packages, on the other hand, consist of a defined service
level with attached flexibility. The optional/additional services
selected will define the final price.
Making a Support Call
In addition to hardware support uplifts and extensions, HP Care
Packs also offer installation and startup services, software
support services, defective media retention services, post
warranty care packs, education care packs and proactive and
mission critical services.
• 13 10 47 for Standard Warranty Support
More information
• Faulty equipment serial number and HP Care Pack Registration
Number
HP Care Pack Central
• Contact name and contact details
With the HP Care Pack Central, using an HP product part number
or product description, you can easily find the available HP Care
Packs. This site has all HP Care Packs available in Australia and
includes part numbers and current list prices.
Visit www.hp.com/go/cpc
• Description of problem
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• 13 11 47 for HP Care Pack and Contract Support
Visit www.hp.com/go/supportcenter to log a call electronically.
When making a support call, please ensure you have the following
information:
• Equipment brand and model
• Location of faulty equipment
• Priority of the support call
• Any other relevant information, e.g. help desk reference
number.
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HP Packaged Consulting
Services (PCS)
Now packaged and easy to sell!
Infrastructure convergence is not just about technology, but
also about increasing the people and process readiness for your
customer’s IT organisation for greater innovation. It breaks down
manual processes and technology silos and brings together all
IT resources—servers, storage and networking resources into
adaptive pools of assets that are shared by many applications and
managed as a service.
Under HP ServiceOne framework, you can now sell a suite of
HP Professional Services that can help build and enhance your
customers’ converged infrastructure. The HP Professional
Services are primarily categorised into 7 main domains:
• Critical Facilities
• Client Infrastructure
• Data Centre/Server Infrastructure
• Education
• Network
• Storage & Data Management
• Platform
Send your request for any of these services to
[email protected]
Build your HP Services
business with Post
Warranty Support
Contracts
• Grow your business by renewing support post warranty when a
technology refresh is not preferred.
• Ensure an ongoing relationship with your customers’ with one
comprehensive support agreement that captures the entire
environment.
• Guarantee an ongoing revenue stream with renewals and
conversions of warranty.
• Offer flexible invoicing options such as monthly, quarterly
or half yearly billing plus prenotification of expiring support
thereby reducing risk.
If you desire to build your annuity business, develop customer
loyalty and a repeatable services business, why wouldn’t you
contact an HP Services Contract Specialist Distributor to help you
on your way to profitable growth.
Use HP’s Customer Audit Program (CAP) to provide a view of the
entire customer environment for support.
To initiate a Free CAP please email [email protected]
About HP ServiceOne
HP ServiceOne is HP Technology Services’ comprehensive new program for our top partners. Our approach represents an evolution of
our existing model intended to enhance and cement our most valuable partnerships. It allows authorised partners to sell and deliver
leading-edge business solutions across the entire IT solution life cycle, and benefit from a highly personalised relationship with HP.
Authorised partners receive extended opportunities to sell HP services, collaborate with HP Technology Services experts, and gain
exclusive access to HP intellectual capital—all within the context of profitable business growth and an enhanced rewards system.
Visit hp.com/partners/apj/ServiceOne
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A legacy of
innovation and
channel focus
Physical Claims
Policy
Visit hp.com.au/partnerportal >> Hot Links >> eClaims
(Direct Reseller Only)
A claim can be made against any product that is Deficient on
Arrival (DEFOA). That is, upon initial inspection any HP product
that does not conform to the customer’s order or a product
that fails within 30 days after delivery or documented date of
installation.
So, a DEFOA can arise either from a shipment error or from the
product being faulty on arrival. Claims can only be made by the
party who purchased the unit from HP, so either an HP Distributor
or a Direct Partner. For any purchases made via distribution,
please contact the relevant HP Distributor if you have any DEFOA
queries.
NOTE: Signing a proof of delivery (POD) is considered ACCEPTANCE
of the delivery of all goods, you must make a note of any damages
on the POD document.

Physical Claims
DEFOA

Shipment Error
DOA – Functional
(order deficiency)
(functional failure)
DOA
The following process may differ, depending on whether you are
a direct or indirect partner. A unit can be claimed as a DOA if it is
defective on arrival or fails within 14 days after delivery.
Direct Partners
HP needs to verify that a unit is DOA. Sometimes a customer may
have already completed this step and has a case number.
If you are obtaining a case number on behalf of a customer, you
have two options:
1. Log a case with the Customer Care Centre 13 10 47
2. Electronically log a case at hp.com/go/supportcenter
NOTE: Option 1 provides you with the required case number
faster, but either way, troubleshooting will be required
before a DOA can be authorised.
You will be given a 10 digit case authorisation number
(e.g. 46001245781).
HP will register the case number to authorise the DOA.
You can then use the case authorisation number
(e.g. 46001245781) to enter the claim in eClaims tool on the
HP Partner Portal.
HP recommends that you apply for credit rather than replacement
(credit turnaround times are faster than replacement TAT)
Completion of the claim will produce an AUDOA number, you can
now be confident that your credit or replacement order is being
issued and you can now proceed to resolve any end user customer
concerns.
Indirect Partners
HP needs to verify that a unit is DOA. Sometimes a customer may
have already completed this step and has a case number.
If you are obtaining a case number on behalf of a customer, you
have two options:
1. Log a case with the Customer Care Centre 13 10 47
SHORT OR OVER-SHIPMENT
Quantity received is different
from ordered quantity
WRONG SHIPMENT
Unit received is different
to the order
DAMAGED
Damaged products or
damaged external boxes
2. Electronically log a case at hp.com/go/supportcenter
NOTE: Option 1 provides you with the required case number
faster, but either way, troubleshooting will be required
before a DOA can be authorised
INOPERABLE CONDITION
The unit is not operable
at power-up or fails
due to factory-configured
hardware, software or
firmware problem
MISSING
Missing, wrong or
defective accessory
NOTE: Distributors/Direct Partners – Do not accept back any DOA
unit from your client if the case number is NOT approved by HP.
This unit is not authorised for return. HP cannot provide a credit
unless an authorisation is provided.
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You will be given a 10 digit case authorisation number
(e.g. 46001245781)
You have the option of obtaining a replacement direct from HP
or via your distributor. Alternatively you can apply for a credit
rather than a replacement (credit turnaround time is faster than
replacement TAT), however the credit will need to come via the
distributor.
Distributors/Direct Partners–For a replacement/credit from HP,
the case number is registered to generate an AUDOA number
Reseller–For a replacement/credit via a distributor, you simply
provide the case authorisation number to your distributor.
Your distributor then uses the case authorisation number to enter a
claim using the eClaims tool on the HP Partner Portal.
Completion of the claim will produce a AUDOA number, you can
now be confident that your credit or replacement order is being
issued and you can now proceed to resolve any end user customer
concerns.
Phone 13 10 47 and to follow up on a case. Use the 10 digit case ID
(e.g. 46001245781) as reference. Contact your HP Partner Business
Manager or Distributor for any escalations.
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Shipment Errors
The vast majority of HP deliveries are made without incident.
However, from time to time a shipment error may occur.
A shipment is deemed to be in error when, upon initial inspection,
the products delivered, do not match the customer’s order.
Shipment error claims may include short shipments, wrong
shipment, over shipment, damaged goods or missing parts claims.
These discrepancies can be either visible or invisible.
Visible Discrepancies
Any obvious discrepancies visible upon delivery, such as damaged
goods/packaging, missing units, wrong shipments, need to be
noted on the Proof of Delivery (POD) document.
• Upon delivery, you or your customer should perform a check to
determine any discrepancies
• You or your customer must note any discrepancies on the POD
document
Submitting a Claim
• The discrepancy needs to be filed with HP within three (3)
working days of the delivery
Distributors and Direct Resellers can submit claims through the
e-Claims system available on the HP Partner Portal.
Visit hp.com.au/partnerportal >> Hot Links >> eClaims
• If the POD document is clean, i.e. without any discrepancies
noted, HP will be unable to accept any claims.
You will be credited within 8-10 working days, upon receipt of
returned goods for any wrong or damaged shipments.
Invisible Discrepancies
NOTE: When placing a claim, you need to select “yes” or “no” at
the “Self Return by Partners” option. The resulting actions are:
Not all discrepancies are visible upon delivery. For example,
missing/wrong/defective components or accessories are
considered invisible discrepancies.
• If a discrepancy is not visible upon delivery, a claim must be
reported to HP within three (3) working days of the sale to your
customer
• NO = HP will pick the unit up and return it to the
HP Warehouse
• YES = Partners will have 90 days to return the goods
to an HP warehouse – otherwise the claim will be closed.
• Your customer’s proof of purchase needs to be provided
• Each claim for invisible discrepancies will be considered on a
case by case basis.
Convenient Returns
HP has policies around the return of incorrectly ordered products
and each request is subject to individual HP approval. Requests
will only be considered if they are submitted within 90 days of
receipt of the products, and they have not been opened.
NOTE: A 5% restocking fee is applied
Convenient returns are NOT applicable for:
−− CTO (Configure To Order) Products
−− EOL (End Of Life) / Obsolete products
−− Bundled Deals
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Spare Parts
Spare Parts can be ordered through the HP Parts Store or any
of HP’s Master Parts Resellers (MPRs). “Spare Parts” means
new or refurbished hardware only and do not include software,
documentation, accessories or upgrades.
HP Part Surfer
If you are not sure of the part you are after, HP PartSurfer provides
fast, easy access to service parts information for a wide range of
HP and Compaq products.
Visit http://partsurfer.hp.com
Master Parts Resellers (MPRs)
The HP Parts Store does not stock parts locally, for any urgent
orders you can contact HP’s Master Parts resellers.
EMPR Phone 1800 107 511 (8 a.m. – 6 p.m.) Fax 1300 134 330 Email [email protected] Visit hp.empr.com.au
HP Parts Store
Spare Parts Warranty
You can save up to 10% by purchasing your Genuine
HP commercial spare parts online at the HP Parts Store. You also
receive 24x7 access to spare parts pricing, availability and product
information.
Note that any spare parts supplied from HP may be new or
refurbished. The Spare Part standard warranty period is 90 Days
and is on a return to base basis. All return shipping to HP is the
sole responsibility of the purchaser.
Phone 1300 301 099
Email [email protected]
Visit hp.com/buy/parts
Additional information is available from the HP Parts Store.
Quotations are available on request.
Visit partsurfer.hp.com
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Retail Help
Technical Support
Promotional Queries for End Users
You can get assistance with Consumer products on the following
contact numbers.
Phone 1300 477 748
• HP Notebooks 13 10 47
Email [email protected]
• HP Desktop PCs and Printers 1300 721 147
• Check offer details
Step 1 Register the Product.
• Assistance/clarification on the redemption process
Step 2 Troubleshoot issue with a support agent. It may be
resolved, or a return/replacement/repair approved.
Visit hp.com.au/retailpromotions
• Check status of a promotional claim.
Order Admin Assistance
Step 3 Retain the case reference number provided on the call for
future reference.
Phone 1800 004 942
Step 4 Technical support will provide further instruction if a
return/replacement/repair is required.
• Check order status
Product Collections & Delivery Issues
• Request a copy of an invoice
Phone 1300 131 855 (option 1)
or email [email protected]
• Product availability
• Pricing queries.
or email [email protected]
Spare Parts – Desktops
• Follow up on collection of an authorised return
Phone 1300 721 147
• Report incorrect shipments or transit damage (within 72 hours
of receipting the goods)
Email [email protected]
• Request Deskjet/Officejet/Photosmart printer DOAs within
30 days
• If outside 30 days please contact technical support
• eClaims Assistance
• Confirm unit details for a scheduled collection.
Fax 1300 132 961
Spare Parts – Notebooks & Printers
Phone 1300 301 099
Visit hp.com/buy/parts
Email [email protected]
Fax 1300 132 961
Need more help?
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Contact retail escalations 1300 131 855 (option 4)
or email [email protected]
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The Learning
Centre
To make life easier for you, HP has recently invested significantly
in consolidating all partner learning resources into a single and
common platform which now resides inside the HP Partner Portal.
The Learning Centre is the primary vehicle used by HP ExpertOne,
HP’s global partner training organisation and is your single source
for managing your training and certification history, and to provide
support your professional development with HP.
Through the Learning Centre you can find and register for
HP classes (and other HP events) and, importantly, manage your
exam and certification requirements. Your certification history is
now securely stored within the Learning Centre and is matched to
the organisation you are employed by. Your certifications move
with you should you move from one employer to another.
Within The Learning Centre you can track your progress and access
your complete HP learning, certification and service qualification
history.
Visit hp.com.au/partnerportal >> Tools and Services >>
The Learning Centre >> Access Now
For questions or issues related to ExpertOne training and
certification, please contact the Asia Pacific HP ExpertOne
Program Office [email protected].
Gaining Access
STEP 1
Visit the HP Partner Portal
and request access

STEP 2
Log into the HP Partner Portal
and under Tools and Services, click on
Training >> ExpertOne >> Access Now

STEP 3
Click Register to
sign up and get access to
“The Learning Centre”
(note: it takes 3 days to get a leaner id)
Accessing The Learning Centre
STEP 1
After obtaining a learner id,
log into the HP Partner Portal

18 HP PARTNER SUPPORT GUIDE | 2014
STEP 2
Under Tools and Services, click on
Training >> The Learning Centre

STEP 3
Click on Access Now
HP and HP Channel Partner Restricted
Certification Explorer
Finding information about certifications, courses and exams can
be challenging. To help you with this, the ExpertOne team has
made available the Certification Explorer website certificationexplorer.com
Once you are on the website, there are several ways to perform a
search.
CERTIFICATION VIEW
There are multiple filters to choose
from
All - this shows all certifications
available
New only - this shows recently added
certifications
Career Professional - this shows certifications available to end
users, channel, and HP staff
Partner Restricted - this shows certifications that are only
available to HP channel partners. All sales courses are shown
here.
UPGRADE PATHS
Omit upgrade paths - this will exclude
upgrade paths (ideal for anyone with
no previous certifications in a chosen
technology area, e.g. Blades)
Upgrade paths only - Allows you to
filter so that only upgrade paths are
displayed (ideal for anyone holding
certifications and wanting to upgrade to the most current
versions)
Finding out what prerequisites, course or exams you need to
complete
You have found the certification you are interested in, now you
need to know what you need to do. By clicking the certification
name, you will be taken to a screen that give you a summary of
the certification, why you should certify, and the steps needed
to acquire the certification. Finally, a link is provided to view the
recommended training courses and the exams needed to acquire
the certification, including any prerequisites needed and links to
register for courses.
Register for an exam or take an Exam
To register for an exam you must log into the HP Partner Portal
and then click on the Train and Certify link in the left hand bar.
TECHNOLOGIES
There are two types of exams:
This will allow you to select one or
more technology areas and see the
certifications available
• Online exams (can be completed at your desk)
To take these exams, Under the Quick Links section click the
“Take web-based (HP2 or HP3) exam” link
• Test centre exams (you must attend a testing centre)
To take these exams, you must register first. Under the Quick
Links section click the “Register for exam at test centre
(HP0-xxx)” link
Both of these options will take you to the Pearson Vue website and
you simply follow the steps on their website. Note that you must
create a profile with Pearson Vue before you can take any exam.
All the information on how to do this is available on the
Pearson Vue landing page. This will link your HP learner id with
their systems and then allow the information to flow back to HP.
For any queries use the “Contact HP” link in the upper left corner
of the HP Partner Portal screen.
TOP TIP
Multiple filters available
You can filter the certifications by Certification paths,
Upgrade paths and technologies. For example, you can
choose “Blades” under technologies to only see HP Blade
server certifications. Partner restricted certifications are
only available to channel partners.
19 HP PARTNER SUPPORT GUIDE | 2014
More information is available at
hp.com/go/expertone
HP and HP Channel Partner Restricted
Useful
Links and
Numbers
HP Enquiries
13 13 47
General
HP Partner Portal
HP Product Bulletin
HP Live
HP Enterprise Configurator
HP ConfigureAIDER
Hardware Recycling Program
hp.com.au/partnerportal
hp.com/go/productbulletin
hp.com.au/HPLive
hp.com/products/configurator
hp.com.au/configureaider
hp.com/go/recycle
Active Answer
hp.com/go/activeanswers
HP ExpertOne
hp.com/go/expertone
HP Rewards
HP Enterprise Group Greenfields
hprewards.com.au
hprewards.com.au >> ESSN Greenfields
HP Services
HP Services
HP Care Pack Central
HP Support Centre
Download the TS Uncover App today
hp.com/go/services
hp.com/go/cpc
hp.com/go/supportcenter
hp.com/go/uncover-ts
HP PPS – Client Devices & Guides
HP Notebooks
hp.com.au/notebooks
HP Desktops
hp.com.au/desktops
HP Monitors
hp.com.au/monitors
HP Workstations
HP eGuide
hp.com.au/workstations
hp-eguide.com
Sales Consultation
Home & Home Office (sales & pre-sales)
1300 304 889
Small & Medium Business
1300 305 017
Channel Partners
13 22 47
HP Software
1800 784 389
Cashback & retail promotions
1300 477 748
20 HP PARTNER SUPPORT GUIDE | 2014
HP and HP Channel Partner Restricted
HP enterprise servers, storage & networking
HP ProLiant Servers
HP BladeSystems
Other useful links
hp.com/go/proliant
HP Home
hp.com
hp.com/go/bladesystems
HP Australia
HP DD3 Memory Configuration Tool
HP Power Calculator
HP ProLiant Serial SCSI Hard Drives
HP ProLiant KVMs
HP Operating System Compatibility
HP ProLiant Smart Array Controllers
HP ProLiant Hard Disk Drives
and Enclosures
HP ProLiant Network Interface Cards
HP Systems Insight Manager
HP Uninterruptible Power Systems
HP UPS Sizer
hp.com/go/ddr3memory-configurator
hp.com/go/proliant-energy-efficient
hp.com/go/serial
hp.com/go/kvm
hp.com/go/supportos
hp.com/products/smartarray
hp.com/products/harddiskdrives
hp.com/servers/networking
hp.com/go/hpsim
hp.com/products/ups
upssizer.com
HP Virtualisation Solutions
hp.com/go/vmware
HP Storage Home Page
hp.com/go/storage
HP Storage Area Network (SAN)
HP 3PAR
HP Enterprise Virtual Array (EVA)
HP P4000 LeftHand
hp.com/go/san
hp.com/go/3PAR
hp.com/go/eva
hp.com/go/p4000
hp.com.au
HPN Competitive Comparison Tool
h17007.www1.hp.com/us/en/products/
comparison/index.aspx
HPN Switch Selector
h17007.www1.hp.com/us/en/products/
switches/selector/index.aspx
HP Solution Demo Portal
hp.com/go/solutiondemoportal
Servers & Infrastructure Software
Use Cases
hp.com/go/matrixdemos
Converged Infrastruture
hp.com/go/convergedinfrastructure
HP CloudSystem
hp.com/go/cloud
HP Virtual System
hp.com/go/virtualsystem
HP AppSystems
hp.com/go/appsystems
HP Software Trial
hp.com/go/softwaredepot
HP ExpertOne Training & Certification
hp.com/go/Expertone
HP Network Attached Storage (NAS)
HP P2000 Storage Systems
hp.com/go/nas
hp.com/go/P2000
HP Tape Compatibility Site
hp.com/go/connect
HP Data Protector Express
hp.com/go/dataprotectorexpress
HP Storage Mirroring
HP Rack Solutions
HP’s License Key Delivery Service
HP Networking
Integrity Servers
21 HP PARTNER SUPPORT GUIDE | 2014
hp.com/go/replication
certificationexplorer.com
[email protected]
Enterprise Group Marketing Initiatives
hp.com/partners/essninitiatives
HP Press (HP course materials)
www.hppress.com
hp.com/products/racks
webware.hp.com
hp.com/go/networking
hp.com/go/integrity
HP and HP Channel Partner Restricted
Get connected
hp.com/go/getconnected
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© Copyright 2013 Hewlett-Packard Australia Pty Ltd (ABN 74 004 394 763). 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.
Created November 2103