Introduction
HP Premium and Premium+ Support (formerly Active Care) is powered by the HP Workforce Experience Platform (WXP). It offers next-business-day onsite repair that uses AI-driven predictive detection alerts, automated case creation, and proactive support features. It is designed to reduce PC downtime and simplify issue resolution.
This service is ideal for organizations of any size:
- Small businesses without a dedicated IT administrator
- Medium to enterprise businesses with centralized IT support
- Channel partners managing multiple mid-sized device fleets
This article provides guidance on WXP features that are specific to these services.
PCs with a Premium and Premium+ Support care pack receive pop-up notifications for service alerts. End users can view these alerts and open a support case directly from their PC.
Key Features of HP Premium and Premium+ Support
- Automated software installation: For commercial HP PCs of Generation 10 or newer, the installation of the agent required on the PC is automatic. For earlier-generation HP PCs, or when onboarding for Generation 10 or newer devices is not available, download and run the HP Insights Health Checker.
- Predictive hardware failure detection: By using built-in predictive monitoring, this service detects hardware issues before they occur.
- Optional dashboard for larger fleets: Companies with large PC deployments (> 50) can request a dashboard to view all PCs as well as centrally manage alerts and repair cases.
- Predictive alerts and automated ticketing: When a predictive failure is detected, users can initiate a repair case with HP or their service delivery partner.
Use Cases
- Enterprise IT support
- Scenario: Your organization wants to reduce time spent by IT teams on manual issue tracking and troubleshooting.
- Solution: The service provides end user automated case creation which reduces IT workload and improves efficiency.
- Remote workforce enablement
- Scenario: Your organization supports remote or hybrid employees and needs to ensure high device uptime with minimal user effort.
- Solution: The service provides remote monitoring, remote diagnostics, and dispatch services to minimize disruptions for offsite employees.
Related Resources
For additional information, refer to the following articles:
- Quick Start Guide for HP Premium and Premium+ Support
- Care Pack Registration for HP Premium and Premium+ Support
Contact Us
If you have a WXP dashboard, create a support case for any assistance.
Otherwise, email [email protected].