Basically I have been told by HPRC Management the Electronic Support
Center, and specifically the Software Call Manager, is ONLY for "Normal
Business Hours" use and is not supported after hours.

I also send the following message to Dick Watts and received this reply:
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QUESTION: What is HP doing to provide their 24x7x365 customers access to
HP online resources during off-hours?

Tonight I am working on projects and tasks which I need the resources of
the new HP Electronic Support Center which includes the technical
knowledge databases, electronic call submital to the Response center,
along with patch and contract information. But all these resources are
not available except during "normal" business hours.

I'm not trying to be cynical, but why doesn't HP invest in the same high
availability technology they encourage their customers to use for
these systems? Further why doesn't your product support plans factor
issues like this before these offerings are made to customers?

Since we have made investments in HP support to meet our business needs
(24x7x365), then shouldn't HP make the same investments?

ANSWER: Thanks for your question. Providing 24x7x365 access to HP's
online resources, known as the Electronic Support Center, is a top
priority for us this year. And you're right -- we should already have
those resources in place. In fact, for some of our consumer products
(which are typically much simpler than our business and technical
systems), a significant percentage of customer calls are handled by
automatic, 24 hour-a-day systems.

A team with representatives from all areas involved in designing,
supporting and maintaining the Electronic Support Center has been
assigned to make round-the-clock access a reality and we're expecting
that to happen soon. However, I'm not yet able to give you a definite
completion date.
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Also there were severe performance problems logging into ESC up to last
weekend, which appear to have been fixed...

Regards,
/isaac
--
Isaac Blake                                 e-mail:  [log in to unmask]
Alliant Foodservice                          phone:  602-496-5531
10410 S 50th Pl                                fax:  602-496-5224
Phoenix AZ  85044-5208         "My opinions and comments are just that!"