HP SOP BRIEFING AND Q&A SESSION

Date: 3 Apr 2021 (Saturday)

Time: 10 - 12pm

List of Agenda:

1. SOP (RM & PM Cases)

2. Knowledge Base

3. Q&A (Query, feedback & issues encountered by FE)

Zoom Recording : https://drive.google.com/file/d/1Gjugk0HUiV2qBjPUIve5r7tNHco1pF15/view?usp=sharing

Briefing and Q&A Recap:

1. Latest notice, SOPs, Guides, printer info, eSubmission, part status... etc available in Knowledge Base

2. All cases (CIMB, 7E & Puspakom) with the alternative solution provided MUST have the keyword WORKAROUND update in the status.

3. CC to ensure the call only TempFix if WORKAROUND is provided in the status. If NO workaround stated, the case status should be updated as DEFERRED.

4. If another printer has been configured as a workaround MUST have the Serial Number of the alternative printer updated in WORKAROUND status.

5. FE to call CE assist (1-800-81-7885 8:30am - 5pm) on the spot if the issue still persists after part replacement; FE to call Chee Chong +6012-257 3564 if there's technical issue after 5pm

6. All SR upload in DP app

7. Printer's documents upload in eSubmission (PM/RM Documents Submission)

8. FE to call the user WITHIN SLA to assist user to troubleshoot remotely or set an appointment with the user if unable to respond within SLA

9. Scan to 1view/COMET setting for HP printer(s) to be configured by SOLSIS

10. Scan to 1view / COMET setting in MPC to be configured by CTC

11. Configure mosaic users to point to another printer to be done by Solsis (FEsupport currently provided until further notice). In future after FEsupport password is not provided to Solsis, joint appointment with CTC is required.

12. HP - CIMB HQ

ETA = 30 min

ETR = NBD (1 day = 9 hours)

HP - CIMB Other sites

ETA = NBD (1day = 9 hours)

ETR = 2BD (2days = 18 hours)

13. 7E

ETA = 4 hours

ETR = 24 hours

FE to provide loaner if UNABLE to resolve the case within 24 hours

14. Puspakom

ETA = 2 hours

ETR = 4 hours

FE MUST bring loaner along before onsite

15. FE to contact Puspakom user to confirm their location, if user is on roaming and not at the location stated in the case logged FE to inform user case will be cancelled. User may log new case again when they are back to the location.

16. FE to make sure DO NOT swap the toner for 7E loaner to another printer as the toner had been locked with the loaner printer

17. If loaner toner is low FE to inform PM/SDM to request toner replacement from HP