HP WXP Support Scope and Hardware Case Routing

Introduction

HP Workforce Experience Platform (WXP) uses telemetry, analytics, and proactive insights to help identify device health issues. These insights support troubleshooting; however, responsibility for resolving an issue depends on its cause and the device’s support coverage.

WXP Support team helps ensure that the WXP agent, dashboard, and platform features work correctly. HP Break and Fix team provides physical hardware repairs and part replacements under applicable support coverage. The Customer’s IT team manages operating systems, software, and end-user support. WXP does not replace the customer’s internal IT operations or establish a separate service-level agreement (SLA) for physical hardware repairs. Hardware repair coverage and SLAs are governed by the device’s HP warranty, Care Pack, or Premium/Premium+ support (previously known as Active Care) subscription.

This document explains these responsibilities for common device and software issues. It also defines the criteria for routing cases from HP WXP Support team to HP Break and Fix team for hardware support.

Roles and Responsibilities

This section defines the support responsibilities of the HP WXP Support team, HP Break and Fix team, and customer IT team.

HP WXP Support team: Responsible for ensuring the WXP agent is functioning, the SaaS dashboard is accessible, and WXP features, such as telemetry, predictive alerts, and remediation, are working correctly. They provide insights into device health but do not manage the customer's OS or hardware repair directly.
HP Break and Fix (B&F) team: Responsible for physical hardware repair and part replacement. Engagement is strictly subject to the device having an active hardware warranty or HP Support Service entitlement, such as Premium or Premium+ support.
Customers’ IT team: Responsible for overall IT environment health, operating system management, software deployment, third-party application troubleshooting, and end-user helpdesk support.

Support Boundaries by Scenario

The following scenarios explain the responsibilities of WXP Support, HP Break and Fix, and Customer IT for common device and software issues.

1. Blue Screen of Death or OS Crashes

WXP provides data to help identify the cause of blue screen of death (BSOD) errors and other OS crashes. Standard OS troubleshooting remains the customer’s responsibility.

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Determines whether the HP WXP agent or software caused the BSOD. If it did, WXP Support escalates the issue to engineering for a fix or patch. Guides the customer in using the portal to view crash logs and identify the driver, application, or Windows update triggering the crash. Investigates false positive and false negative scenarios.	Replaces hardware only if WXP telemetry or subsequent troubleshooting conclusively shows that a physical hardware failure, such as failing RAM or a faulty motherboard, caused the BSOD. The device must have an applicable support entitlement.	Analyzes Windows memory dumps. Provides fixes, patches, or root-cause analysis for third-party software, Microsoft Windows bugs, or incompatible non-HP drivers. Reimages the operating system or rolls back Windows updates. This is out side the scope for HP Support.

Note: WXP dashboards used for troubleshooting include Fleet Explorer and application crash reports.

2. Hard Drive Failure or Degradation

WXP proactively identifies degradation in hard disk drives (HDDs) and solid-state drives (SSDs). Drive replacement follows standard HP hardware support procedures.

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Ensures that the dashboard accurately reports storage health telemetry and predictive failure alerts. Helps the customer interpret WXP Smart Refresh or device health insights about the drive. Investigates false positive and false negative scenarios.	Provides a replacement drive and dispatches a technician, if applicable, only if the device has an active HP hardware warranty or Care Pack. May use WXP predictive failure codes to validate the need for hardware replacement without requiring the customer to run manual BIOS diagnostics.	Backs up end-user data before replacement. Reinstalls the operating system and corporate image on the new drive, unless the customer has purchased a specific HP Defective Media Retention or imaging service. Purchases replacement drives for devices that are out of warranty.

Note: Storage health telemetry includes SMART errors, read/write latency, and predictive failure alerts.

3. Battery Degradation or Swelling

Battery telemetry is a core WXP feature. However, batteries have specific warranty limitations.

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Displays battery health metrics and degradation alerts in the WXP portal. Troubleshoots missing or incorrect battery telemetry across the fleet. Investigates false positive and false negative scenarios.	Replaces the battery only if it is covered by an active base warranty or a specific HP Long Life Battery Care Pack.	Purchases replacement batteries when the battery warranty has expired, regardless of the WXP dashboard recommendation.

Note:
Battery health metrics include cycle count and maximum capacity percentage.
Battery warranties often expire before the main device warranty.

4. Critical Fan or Thermal Alerts

WXP generates a “Fan Critical” alert when a device fan has failed or predictive models indicate that it is expected to fail within 30 days.

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Verifies the telemetry data that triggered the alert. Confirms that the alert clears automatically if the fan returns to a healthy state or is physically cleaned. Investigates false positive and false negative scenarios.	Dispatches a replacement fan or heatsink assembly if the device has an active hardware warranty or Care Pack. Can use the WXP predictive failure code to justify the repair without manual BIOS tests.	Performs basic physical maintenance for devices with thermal issues that do not require replacement parts. Purchases replacement cooling components for devices that are out of warranty.

Note: Basic physical maintenance includes clearing blocked air vents or removing dust. The 30-day failure prediction is based specifically on fan telemetry, not telemetry from passive cooling components.

5. Application Hangs, Crashes, and Resource Consumption

WXP tracks Digital Employee Experience (DEX) metrics, including third-party application crashes, high RAM or CPU usage, and application hangs.

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Guides the customer in using application performance, hang, and crash dashboards to identify applications that crash, stop responding, or use excessive memory or CPU resources. Troubleshoots issues that prevent WXP from collecting application telemetry. Investigates false positive and false negative scenarios.	Does not handle software errors, application errors, or performance issues unless they are directly related to a physical hardware failure.	Updates, reinstalls, or applies vendor patches to third-party applications that crash. Uses the WXP “Remediations” capability to create and deploy automated scripts across the fleet.

Note:
Examples of third-party applications include Zoom, Teams, and Chrome.
Remediation scripts can clear caches, restart services, or reinstall the affected application across the fleet.

6. Critical BIOS and Driver Compliance

WXP tracks fleet compliance and generates alerts for PCs that are missing critical BIOS updates.

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Ensures that the WXP dashboard correctly identifies the PC platform IDs and models that are missing critical BIOS updates. Troubleshoots issues that prevent the “Critical BIOS Outdated Alert” from closing automatically after the customer updates the devices. Investigates false positive and false negative scenarios.	Does not deploy BIOS updates. Exception: Replaces the system board if a failed BIOS update makes the motherboard unusable, provided the device has applicable active warranty or accidental damage protection coverage.	Tests and deploys the required BIOS or firmware updates to affected devices through endpoint management tools.

Note: Endpoint management tools include Microsoft Intune, SCCM, and HP tools.

7. Windows 11 Readiness and Matching Devices to Workloads

WXP provides data to help determine whether older hardware meets Windows 11 requirements and whether users have suitable hardware for their workloads.

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Provides fleet reports on hardware capabilities and device utilization. Helps the customer run and interpret Windows 11 Readiness reports and performance utilization dashboards.	Does not perform OS migrations or upgrade working parts.	Plans and performs the Windows 11 migration. Approves and funds the purchase of hardware upgrades or new PCs for users whose devices do not meet their workload requirements.

Note: A power user using all available memory on a device with 8 GB of RAM is an example of a potential mismatch between hardware and workload. In addition:
HP Break and Fix team does not replace 8 GB of RAM with 16 GB of RAM on a device that functions correctly.
Customer-funded hardware upgrades can include additional RAM or new PCs.

8. WXP Agent Offline or Errors

HP WXP Support Team	HP Break and Fix Team	Customer IT Team
Performs full troubleshooting to ensure that the WXP agent functions correctly and the SaaS portal is accessible.	Does not handle WXP agent software issues.	Deploys WXP agent fixes or updates through endpoint management tools.

Criteria for Routing Cases to HP Break and Fix

WXP Support team forwards cases to the standard HP Break and Fix team only when all of the following criteria are met:

Clear hardware fault: WXP telemetry or customer troubleshooting clearly indicates a physical hardware failure, such as a thermal event, battery failure, or SMART error.
Active entitlement: Verification using the device’s serial number confirms that the device has an active HP hardware warranty, Care Pack, or Premium/Premium+ support entitlement that covers the failed component.
Not a software or OS issue: The issue cannot be resolved through driver updates, firmware flashing, or OS reinstallation.

Note: WXP does not provide an expedited repair process or a separate repair SLA. After routing to HP Break and Fix, the case follows the standard hardware repair process governed by the customer’s purchased Care Pack.

Contact Us

For any assistance, create a support case or email support@wxp.hp.com.