HP Premium and Premium+ Support (formerly, Active Care) is powered by the HP Workforce Experience Platform (WXP). This article offers help for WXP features that are unique to these services.
When onboarding customers to HP Premium or Premium+ Support, HP Partners can use this step-by-step checklist to ensure a smooth process.
Feel free to print or bookmark this page in your browser and mark tasks as they're completed.
| Step | Summary | Who? | Task |
|---|---|---|---|
| 1 | Training | ||
| Resell & Manage Partner | Take course ID# 000111475. | ||
| Service Delivery Partner | Take course ID# 0001114953 and 0001114825. | ||
| 2 | Registration & Enrollment | ||
| Partner or Customer | Complete the Care Pack registration process for each device. | ||
| Customer | Validate that the software installation and enrollment are complete for every device. | ||
| 3 | Dashboards | ||
| Partner and Customer | If customer will manage their dashboard, A) partner asks customer for name and email of the designated IT Admin (dashboard manager), B) partner creates customer's dashboard, C) customer logs into dashboard, clicks Settings > Assigned Partner, clicks check mark next to partner's name. | ||
| Partner and Customer | If partner will manage customer's dashboard, A) Partner and Customer must have additional agreement, Partner will disable Self-Service Alerts so the partner is the only entity to receive alerts, C) Partner admins will manage case creation centrally. | ||
| 4 | Devices | Partner or Customer | Verify all devices are active in customer’s dashboard. |
| 5 | Alerts | Partner or Customer | Configures email alerts: Edit Profile > Communication Preferences |
| 6 | Repair | ||
| Resell & Manage Partner or Customer | Create cases that are sent to HP for repair. | ||
| Service Delivery Partner | Manage incidents from CSDP, order parts, make repairs, and file for reimbursement from HP. |