Creating a Support Case

Introduction

If you experience an issue with HP Workforce Experience Platform (WXP), such as a problem with licensing, onboarding, or technical performance, the WXP Support team is ready to help. Support is available 24x7x365, and cases are prioritized based on their business impact so that critical issues receive attention first.

To help us understand and address your issue as quickly as possible, create a case and include a clear description of the issue, steps to reproduce it, and any relevant logs or screenshots. This information helps our Support team investigate the issue and provide the appropriate next steps.

This article describes how the WXP Support team responds to customer issues, including severity levels, response times, and service availability targets. 

Before Creating a Support Case

If you are experiencing a critical service issue (Severity 1), do check our Workforce Experience Platform Status page or WXP Collaboration Status page. On the status pages, you can view updates about ongoing incidents, subscribe to incident updates, and check for upcoming platform maintenance windows.

Before creating a support case, also ensure that:

• You are using a supported version of the client software.

• You have designated a primary contact and provided the contact's working hours and time zone in case a call is needed.

• Users are trained as needed.

Creating a New Case

This article provides step-by-step guidance to create a support case.

To create a support case:

1. Log in to WXP. The Home page is displayed.

2. Click the ? icon for Help and Support located on the right of Onboarding.  The Contact Us option appears on the left of the Onboarding.

3. Click Contact Us and form will open in the right panel.

4. In the form, complete the following fields:

   • Subject: Enter an intuitive subject line to indicate the issue

   • Category: Represents the product section related to the support request, such as"

     • Account

     • Devices

     • Integrations

     • Pulses

   • Support type: Represents the type of support needed, such as:

     • Technical Issues

     • Feedback & Suggestions

     • Onboarding & Setup

   • Upload File: An optional field to upload documentation of the issue.

   • Description: Provide detailed information about the issue or inquiry.

5. Click Submit to send your request.

A confirmation popup will appear with the message: "Email Sent. We'll connect you with your support team.

Note: On the Help & Support page, use the My Support Case feature to review the status of the existing cases, which you can filter based on All Cases, My Cases, Followed Cases, and Open Cases. On the listing page of cases, you will also see the option to Create Case.

After Creating a Case

After you submit a support case, the WXP Support team reviews the information and prioritizes the case based on its business impact.

The Support team will:

• Acknowledge the issue within the applicable response target.

• Review the information provided.

• Provide guidance or next steps.

• Request additional information, if needed.

Critical issues that prevent business operations and have no available workaround receive the highest priority.

Note: Business hours are Monday–Friday, local time. For critical Issues (Severity 1), support is available 24 x 7 x 365.

Service Availability

WXP aims to maintain 99.5% availability for core platform services, measured monthly. The availability target excludes:

• Planned maintenance with advance notice

• Emergency maintenance required to protect data or services

• Customer-side issues, such as network or configuration issues

• Events beyond WXP’s control, such as natural disasters.

If you are experiencing a critical service issue (Severity 1), do check our Workforce Experience Platform Status page or WXP Collaboration Status page. On the status pages, you can view updates about ongoing incidents, subscribe to incident updates, and check for upcoming platform maintenance windows.