Embedded Files
New updates and Part Catalog added for exploded view
SOP for RM Cases
SOP for RM Cases
SLA
CIMB HQ:
ETA : 30 min (call user to make appointment or guide user to troubleshoot remotely within SLA if unable to onsite within SLA)
ETR : NBD
CIMB Branches:
ETA : NBD (call user to make appointment or guide user to troubleshoot remotely within SLA if unable to onsite within SLA)
ETR : 2BD
Process flow
follow procedure flow in RM checklist below
if require technical advice/ guide may refer to knowledge base or service manual
Ensure the printer is using the latest firmware unless notice stated that the particular model is not require to update to the latest firmware.
In case solution not found in knowledge base or service manual, may refer to product champion
If issue part replacement or second visit require please configure another printer for user to use
Provide event log, configuration, usage & supply pages and capture video or screenshot of the issue update in dp app or RM case submission (if fail to upload in dp app) together with actions taken for cc to provide details for HP to open case.
The following is the info and documents required to update in DP for each visit based on different scenario:
*Note: adding remarks @Workaround in order to stop SLA counting until the part arrived
7. Once CDAX no. is available FE to call CE assist for part recommendation if part yet to order.
8. Call CE assist while still at the site if issue still persist after part replacement.
9. If CE assist fails to assist kindly call SDM/PM or call HP expert immediately with latest event log and video or screenshot
10. Once issue resolved, follow the remaining steps on the On-Site Repair Procedure Checklist.
11. Get user to sign off HP Service Report.
12. Upload the latest event log, configuration, usage & supply pages in dp app under post-installation
*Note
for card reader faulty cases, directly inform CE assist to pass the line to Level 2 support
Ensure to snapshot the card reader with part no. stated on the card reader and upload in dp app
**All parts shall return back to HP within 14 days (including weekends)
Onsite Repair Procedure Checklist_Sep 2020.pdfHP MFP SR.pdfPage updated
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