Posted by Ian on Tuesday June 21 2011 @ 04:59AM EDT
Announcement from HP
OpenVMS Live Chat
The OpenVMS GCC Support team is excited to announce another path from which we can serve you, our valued customer base. As of June 27th, you will be able to “Live Chat” directly with members of the GCC team from your laptops, tablets or any device from which a browser is available. Live chat will complement the existing comprehensive support model designed to allow you with the means to reach the OpenVMS expert needed as quickly as possible.
Following are a few questions and answers you may find useful.
What website do I use to initiate a chat?
To initiate a chat case go to: www.hp.com/go/hpsc (Note - this site is not yet active)
Will an Support Agreement (SAID) still be needed?
Yes – Entitlement will still be checked. The initial rollout requires engineers to ask for the SAID while future releases will allow the entering of the SAID prior to connecting with an engineer.
Will cases still be created within the HP support system
Yes – Customers will be given a case reference (GCSS number) where all documentation and updates will be managed.
Will customers be able to speak by voice to engineers?
Yes – The engineer and customer may agree to work the case by voice or email should the call become complex or requires research and testing.
Are chat-backs (callbacks) available?
Yes – Customer may open their chat case and request to speak with their initial contact or continue working with a new engineer.
Is Live Chat available globally?
No – Initial rollout for OpenVMS is planned for the Americas and APJ.
What timeframe will engineers be available?
Engineers will be available for chat cases 6:00am to 6:00pm MT.