Canadian Time and Material Request

Process Owner : Jacqueline Rojas

Document ID #:

Objective, Purpose
This process is designed to ensure that customers with no warranty, contract or
Carepack coverage are appropriately billed per event for onsite.
Scope
PPS CSS Printers AMS agents supporting Canadian customers
Roles and Responsibilities
Technical Support Agent Gather the required information and dispatch the case to the
ROPS OPT queue.
ROPS - Provide billing quotes to customers for time and Material onsite services. If
customer accepts the quote, dispatches the case to the appropriate Case Specialist
queue.
Definitions
ETA Estimated Time of Arrival
4H 4 Hour
NBD - Next Business Day
3-5D 3-5 Business Days
Procedure Steps
1.0 Set order type
2.0 Confirmation of Name, Phone Number, and Address
3.0 Override of Name, Phone Number, and Address
4.0 Document Onsite Service Information
5.0 Dispatching the OPT case to the ROPS team
Procedure Information

1.0 Set order type

1. From the main case window on the Case tab, click the drop down
menu for Order Type
2. Click 01-Trade

2.0 Confirmation of Name, Phone Number, and Address

1. From the main case window check the Contact Name (F/L) and
Main Phone fields to ensure the correct contact information is
inputted for the onsite technician.
2. Click the Address/Contract tab from the main case window
3. Verify that the address information is correct for the onsite
technician.
4. If the name, phone number, and address is correct go to
procedure step 4
5. If a change is needed for either the name, phone number, or
address follow to procedure step 3

3.0 Override of Name, Phone Number, and Address

1. If there needs to be a change to the onsite contact information in one
or more of the fields: Name, Phone Number, or Address follow the
steps below.
2. From the Address/Contact tab click the Override Address check box.
3. Enter the correct address, phone number, and name for the onsite
contact
4. Click the Save button

4.0 Document Onsite Service Information

1. The following information needs to be logged grouped together at the
bottom of the main case window.
2. If for any reason the onsite contact and contact to approve the quote
from the ROPS team is different, document the contact name and
phone number for the ROPS team.
3. Document the requested ETA of the service event such as 3-5D
business day for a normal time and material call, and for the uplifted
service events NBD or 4H. NOTE: Inform customer Response time
starts once billing is approved.
4. Document the Customer E-mail address and Fax number
5. Document the current issue.
6. Document the part names, part numbers, and quantity that need to be
replaced.
7. Document any special instructions that the technician may need.

8. Document any reference documents such as a Saw article or work

instruction that the technician may need.
9. For DesignJet calls document in the Phone Notes:
ROPS Once Billing is approved for 4hr calls (SBD CALLS) dispatch
case to CAD_CC DesignJet SBD, for NBD or 3D Calls dispatch OPT
case to CAD_CC DesignJet NBD
10. For LaserJet calls document in the Phone Notes:
ROPS Once Billing is approved for 4hr calls (SBD CALLS) dispatch
case to CAD_CC LaserJet SBD, for NBD or 3D Calls dispatch OPT
case to CAD_CC LaserJet NBD
5.0 Dispatching the OPT case to the ROPS team
Two scenarios:
o
o

CSR
Onsite
1. Click Onsite/ New CSR button in the top Menu Bar
2. Create the order (Part has to recommended only)
3. Do not click on Send to HPCE button (if the customer accepts
quotation, ROPS team will click on it eventually).
4. Click on Send to queue button
5. For NBD or 3D response time type in USH_CC COMTRADE ROPS
For 4H response time type in USH_CC COMEXPEDITED ROPS
6. Click the correct queue name to highlight it
7. Click Send

PDL escalation: (internal use only)

ROPS Email node: HPS ROP QUOTE HPSROPQUOTE@hp.com

Document History
Version

Date

Modified By

Description of Change

1.0

02/27/2009

Debbie Herren

Added doc history section, updated BCP URLs for int. and ext.,
fixed properties

2.0

07/13/2010

Chaitra Sudarshan

WFM keywords replaced with GCSS

3.0

03/25/2014

Jacqueline Rojas

Dispatching the OPT case to the ROPS team updated

(consulted with FR form ROPS)
PDL escalation added.

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HEWLETT-PACKARD PROPERTY.
DO NOT DISCLOSE TO OR DUPLICATE FOR OTHERS EXCEPT AS
AUTHORIZED BY HP.