New Solution For HP E-SupportPack Streamlines Process for Ordering and Registering HP Support Services

Business Wire, June 7, 1999

PALO ALTO, Calif.--(BUSINESS WIRE)--June 7, 1999--

Hewlett-Packard Company today introduced an electronic solution for HP e-SupportPack, streamlining the process for channel partners ordering and registering HP support services. By integrating HP and channel-partner ordering processes, the new solution reduces complexity, costs and fulfillment time, allowing channel partners to improve end-customer satisfaction and offer more flexible service-level options.

At the heart of the solution is an electronic file-transfer process that is cheaper than the Electronic Data Interchange process commonly used by resellers. The new process enables tier-one channel partners to extract data from internal systems and transmit it to HP, avoiding double data entry and eliminating the need for channel partners to stock hard-copy support agreements. HP, in turn, sends an e-mail message to the tier-two channel partner, or end-customer, with receipt acknowledgement and the instructions on how to activate the support services via the new HP e-registration Web site.

The HP e-registration Web site provides a variety of ways to register and improves the process for registering high-quantity orders via file upload. The HP e-registration Web site can be used by end-customers and also enables channel partners to provide registration data on behalf of their end-customers as a value-added service. Online registration allows end-customers to have their requests for service recognized immediately by HP and ensures that HP has the accurate, up-to-date data HP needs to deliver the service level expected by the end-customer.

HP e-SupportPack also provides tier-one channel partners with access to a Web interface that allows them to view and manage the status of their HP orders.

HP e-SupportPack is an electronic version of the original HP SupportPack portfolio of support services. HP e-SupportPack was first introduced as Web-based tool in 1997 and is part of HP's Channel Services On-Line Portfolio. The new solution announced today further enhances the online capabilities of HP e-SupportPack.

"HP e-SupportPack has a streamlined delivery process that provides many advantages to everyone involved," said Peter Larocque, senior vice president of sales and product management at SYNNEX Information Technologies Inc. "We are dedicated to moving aggressively into e-business opportunities, so when HP approached us to partner with them on this project, we could see the advantages right away."

Some support services for HP LaserJet printers, HP Desktop and HP Mobile PC products are only available as HP e-SupportPack services. Tier-one partners can also use the solution to order the electronic version of the current HP SupportPack portfolio of services, which range from standard hardware maintenance, to scalable levels of support for mission-critical computing environments.

HP e-SupportPack is available worldwide in multiple languages and currencies. For further information, channel partners can contact their HP sales representatives or visit http://www.csol.hp.com.

About HP

Hewlett-Packard Company -- a leading global provider of computing and imaging solutions and services for business and home -- is focused on capitalizing on the opportunities of the Internet and the proliferation of electronic services.

HP had computer-related revenue of $39.5 billion in its 1998 fiscal year. HP plans to launch a new company consisting of its industry-leading test-and-measurement, semiconductor products, chemical-analysis and medical businesses. These businesses represented $7.6 billion of HP's total revenue in fiscal 1998. With leading positions in multiple market segments, this technology-based company will focus on opportunities such as communications and life sciences.

HP has 123,000 employees worldwide and had total revenue of $47.1 billion in its 1998 fiscal year. Information about HP, its products and the company's Year 2000 program can be found on the World Wide Web at http://www.hp.com.