Click the links below for more information about HP CSN, our partner programs and the new HP Care Pack services. Q: What is the HP Channel Services Network? A: The HP Channel Services Network is a virtual, global community made up of HP customers, HP service channel partners and HP. The HP Channel Services Network provides partners opportunities to enhance business capabilities to sell and deliver global IT services through a Web-based management system. Utilizing the expertise and resources of partners, the HP Channel Services Network ensures that HP customers receive state-of-the-art IT solutions more efficiently, skillfully and competitively. Q: Is the HP Channel Services Network available globally? A: Yes, the HP Channel Services Network is available to authorized members around the globe. Because it is Web-based, the management system is available worldwide, with localized capabilities in the different regions. Q: How do I apply for HP service authorization? A: HP is currently streamlining the authorization process for partners. Please check with your local channel account manager for more information. Q: What are the benefits of being a member of the HP Channel Services Network? A: The HP Channel Services Network can help increase revenue, simplify business processes, provide leads to qualified new customers and strengthen relationships with existing customers. The benefits include: A: Based on their business model, partners can choose the appropriate partner program. Each partner program has a specific set of service offerings that partners can sell or deliver. To grow services revenue, HP provides sales tools, sales collateral, and sales support. Service delivery partners have access to training, service delivery methodologies and varying levels of technical support, along with additional opportunities to partner with HP to deliver a complete solution to their customers. service reseller programs Authorized Service Reseller Partners have access to a wide variety of service offerings developed to meet their customer’s requirements or complement their particular services portfolio. Service offerings open additional doors into existing and prospective accounts, which translates to increased profitability. At the initial point of hardware sales partners can sell packaged services without additional investments in sales training or staff. The Authorized Solution Sales Partner can be the appropriate designation for partners who make the required investments in training and infrastructure. An Authorized Solution Sales Partner is authorized to sell, custom solutions designed to solve specific business problems in complex environments. service provider programs The Authorized Warranty Delivery Partner or Authorized Service Delivery Partner designation is right for partners who want to provide quality service delivery. A uthorized Warranty Delivery Partners can deliver warranty on the hardware they sell. The warranty is designed to minimize system disruptions The Authorized Service Delivery Partner and Authorized Business Solution Partner designations are reserved for service channel partners who have made investments in technical infrastructure and personnel and have met the associated technical requirements. With access to a wide range of HP branded service offerings, these partners can deliver services on HP branded services. This will enable them to realize significant revenue and margin growth and take advantage of the ongoing investments HP makes in research and development and advanced technical support. Q: Can I be an Authorized Service Reseller and an Authorized Service Delivery Partner? A: Yes. Partners can be authorized as an HP Authorized Service Reseller Partner and Authorized Warranty Delivery Partner. Meet and maintain the requirements for each designation in order to achieve this status. A: The HP Channel Services Network offers two service reseller and three service provider designations. Partners choose designations based on what makes the best sense for their business needs. Programs are flexible, designed to grow with the partner as business expands or changes direction. Partners can add designations at any time it fits their business model. An Authorized Service Reseller can sell a broad range of packaged service offerings, which can be sold as an add-on to a product sale. Under the Authorized Service Reseller program partners can elect the optional Authorized Service Management designation, which provides additional revenue opportunities along with account management responsibilities, including contract renewal and warranty conversion. Authorized Solution Sales Partners agree to make additional investments in training and infrastructure. These partners can resell a robust portfolio offerings, with additional custom services designed to solve specific business problems in complex environments. Authorized Warranty Delivery Partners deliver warranty on HP equipment. Authorized Service Delivery Partners deliver a variety of HP branded hardware services. In addition to warranty services, these partners focus on services that optimize system uptime, provide onsite and remote support, and account management. These designations let partners leverage investments in research and development from HP, as well as web-based tools and the opportunity to designed increase business. Authorized business solution partners made additional extensive investments in infrastructure and resources to provide core competencies required to deliver complex service offerings and support custom solutions in enterprise environments. An HP account representative is also available to help with account management needs. Q: What are the requirements for each designation? A: The requirements for an Authorized Service Reseller Partner are included in the Business Development Partner terms and conditions contained in PartnerOne. See Authorized Solutions Sales Partner requirements below. service authorization requirements authorized service reseller partner program authorized solution sales partners program HP product reseller in good standing X X complete service sales training X X complete hardware product authorization where required—may only sell services related to product authorization X X success measured on penetration, attachment rates, and registration X X meet specified close to quote ratio X demonstrate expertise with service configuration and quoting tools X demonstrate ability to construct service proposals and RFP X complete service portfolio training X meet additional business and technical requirements as required by offering X staff resources with consultative & selling skills X meet services sales goal—either sales to service ratio or minimum services sales number X Note: Requirements may not be all inclusive. Other requirements may pertain. ongoing service authorization requirements authorized service reseller partner program authorized solution sales partner program Identify and qualify business X X select service X X quote and pricing offering X X capture and register end-user information X X generate contract and invoice end-user X X authorized service management requirements access to contract management tools and process to annually validate customer configurations demonstrated contract-focused sales, (example, face-to-face or telesales) with agreed goals meet retention and expired base goals achieve required service revenue and service revenue mix (25% of overall revenue) meet minimum HP service revenue goal complete service portfolio training meet additional business and technical requirements as required for other management options Note: Requirements may not be all inclusive. Other requirements may pertain . authorized warranty delivery partner, authorized service delivery partner and authorized business solutions partner requirements: service authorization requirement authorized warranty delivery partner authorized service delivery partner authorized business solutions partner hp product reseller in good standing X X X meet technical requirements as stated below X X X use CSN for all spares orders and warranty claims X X X maintain a designated service contact X X X meet approved financials with minimum credit limit X X X maintain minimum customer satisfaction levels and performance metrics X X X comply with hp quality review process X X X meet additional business and/or technical requirements as required for delivery of specific offerings X X X meet service level agreement response time X X meet sales requirements for those services for which partner is authorized to sell and deliver X X maintain highest customer satisfaction levels and performance metrics X X meet minimum $ threshold for sales and delivery of hp branded services X X maintain technical certifications as specified per product family X X completed technical training by all technicians servicing hp products X X meet approved financials with minimum credit limit X ensure support infrastructure in place commensurate with business size and type X document professional services training plan X maintain 1 accredited systems engineer (ASE) or master ASE X X complete professional industry certifications X demonstrate project management skills via industry standard PMI certifications X comply with solution or capability specialization requirements X provide minimum of 3 current customer references X meet minimum revenue threshold for sales and delivery of hp branded services X Note: Requirements may not be all inclusive. Other requirements may pertain. ongoing service authorization requirements authorized warranty delivery partner authorized service delivery partner authorized business solutions partner deliver standard warranty services X X X potentially deliver additional non-HP branded services or solutions X X X leverage HP-branded warranty and uplifted warranty services in sales and delivery functions X X document professional services training plan X maintain 1 master ASE X complete professional industry certifications X demonstrate project management skills via industry standard PMI certifications X comply with solution or capability specialization requirements X provide minimum of 3 current customer references X meet minimum revenue threshold for sales and delivery of hp branded services X Note: Requirements may not be all inclusive. Other requirements may pertain. authorized warranty delivery partner technical requirements qualification exam APS certification AIS certification ASE certification Notebooks 100 % servicing HP 1 / Company Desktops / Workstations 100 % servicing HP 1 / Company Intel Servers 100 % servicing HP 1 / Company StorageWorks 100 % servicing HP 1 / Company authorized service delivery partner technical requirements qualification exam APS certification AIS certification ASE certification Notebooks 100 % servicing HP 1 / Branch Desktops / Workstations 100 % servicing HP 1 / Branch Intel Servers 100 % servicing HP 1 / Branch 1 / Company StorageWorks 100 % servicing HP 1 / Company Q: As an existing partner how can I change my designation? A: Partners who want to enhance their designation must first verify that they meet all the requirements for the intended designation, then submit an application. Q: Is authorization granted on a company-wide basis or on a location by location basis? A: Authorization is granted and must be maintained on a location-by-location basis. Q: What can you tell me about the new HP Care Pack Services? HP Care Pack services offer upgraded service levels to extend and expand your standard product warranty with easy-to-buy, easy-to-use support packages that help you make the most of your hardware and software investments. They let you choose the support levels that meet your business requirements, from basic to mission-critical. They help you contain TCO. And they offer you coverage options for all key IT areas, including: HP Care Pack warranty extensions can be purchased along with HP products to cost-effectively upgrade or extend your customers' warranty. For many products, post-warranty HP Care Pack services are available when the original warranty has expired. More details will be provided on the rollout of HP Care Pack services soon. Please check back for more information. Q. How does the RoHS legislation affect part ordering? A: For customers in countries/regions with RoHS legislation* (e.g. EU, The use of the Original Spare part is regulated by RoHS legislation. If your unit contains a part that is labeled with the Modified Spare number, the Modified Spare must be ordered as the replacement part. If your unit contains a part that is labeled with the Original Spare number, please order the Original Spare as the replacement part. In this case either the Original Spare or the Modified Spare may be shipped which will not affect performance or functionality of the unit. *Directive 2002/95/EC restricts the use of lead, mercury, cadmium, hexavalent chromium, PBBs and PBDEs in electronic products in the EU, Q: What is the European Union Restriction of Hazardous Substances (RoHS) Directive? A: The RoHS Directive restricts the use of certain substances (lead, mercury, cadmium, hexavalent chromium and two flame retardants - PBB and PBDE) in electrical and electronic products sold in the European Union after July 1, 2006. Similar restrictions are being introduced elsewhere in the world, such as in Implementing materials restrictions for our products has required cooperation across the supply chain. We work with industry partners through several consortia, including iNEMI (International Electronics Manufacturing Initiative) and HDPUG (High Density Packaging User Group). We co-chaired a three-year iNEMI Lead-Free Assembly and Rework Project to develop and demonstrate alternatives to using restricted materials. HP has also been heavily involved with international industry standards efforts that support the implementation of the RoHS directive through the development of part specifications, testing standards, material declaration protocols and other activities. Our goal in 2006 is to exceed RoHS compliance obligations by meeting the requirements of the RoHS Directive worldwide. We have focused on converting families of component parts rather than single products or platforms. We shipped our first fully RoHS-compliant products in early 2005. Q: What is Hewlett Packard’s position regarding this legislation? A: Hewlett-Packard (HP) is committed to compliance with all applicable laws and regulations, including the RoHS Directive. HP’s goal is meet the restricted substances requirements of the RoHS Directive on a worldwide basis. In 1998, HP introduced its General Specifications for the Environment, which restricts suppliers’ use of a number of hazardous substances in HP products, including some of the substances restricted by the RoHS Directive. Our position can also be seen on our web site at: http://www.hp.com/hpinfo/globalcitizenship/environment/pdf/leadposition.pdf.
Authorization as a service reseller can increase profitability, decrease infrastructure costs and enhance customer satisfaction.
Authorization as a service provider allows qualified partners to provide a complete end-to-end solution to their customers—from hardware sales to service delivery. They can maintain account management, increase revenue and margin through services, and lower their costs.
Q: Are Service Spares exempted from complying with the RoHS Directive?
A: The RoHS Directive does not apply to “spare parts for the repair” or to the reuse, of electrical and electronic equipment put on the market before 1 July 2006.” See the EU Commission’s FAQ document question 1.2 “What are the criteria for determining whether a product falls under the RoHS Directive?”.
Q: How will HP control the repair of RoHS compliant products?
A: Each unique product number has its specific Recommended Spares Listing (RSL). RoHS compliant products will list only compliant service-spares and material. For non-compliant products put on the market before 1 July 2006, its RSL may continue to list non-compliant Service spares and backward compatible compliant spares authorized by Engineering and Services for that product.
Q: Will HP provide non-compliant spare parts?
A: YES, as permitted by the RoHS Directive HP will provide these spares for use in the repair of EEE put on the market in the EU before 1 July 2006 only.
A: No, the RoHS Directive permits the use of non-compliant spare parts for the repair of electrical and electronic equipment put on the market before 1 July 2006.
Q: Can a RoHS compliant spare part be used in a non-RoHS compliant system?
A: Yes, If Engineering and Services have determined the RoHS compliant assembly or Service spare is compatible in the non-compliant product or system.