HP 3000 Manuals HP 3000 Manuals
Handling CSOs
Three types of CSOs generated by HP Predictive Support are sent to area
offices for CE review and/or action (type=PS; status=RL).
* Information Only
* CE Comment Field says Information -send to CE. These CSOs
have been closed by the HP Response Center. The
information may help in account management. After
reviewing them, contact the customer if appropriate.
* Need On-Site
* CE Comment field says Need On-Site, CE Name.
* Customer Comment field begins with PS:
* Need On-Site Immediately
* CE Comment field says Need On-Site Immediately, CE Name.
* Customer comment field begins with PS:
Non-Critical CSOs
1. Contact the HP Response Center for additional information on the
CSO, or understanding of the problem. CSOs include the name and
number of the RCE to contact concerning the problem. Identify
yourself as a CE with a Predictive CSO.
2. Contact customer as soon as possible to schedule an onsite visit
at a mutually convenient time within support coverage hours.
3. Notify the HP Response Center of the date and time of visit. This
is important. This notifies the HP Response Center that action is
scheduled for the call and prevents referral of the call to the
Customer Escalation Center (CEC) in the event additional messages
or calls are received from the customer system/site.
4. When you complete the call, use the Send Comment function in
psconfig to inform the HP Response Center of the call status.
Critical CSOs
Contact the customer immediately; follow current procedures for call
completion.