Need more info?

Let us help
Late Point Differentiation (LPD)
Configuring Engine Speed on Gemstones
April 4, 2017
TME e-mail Contacts- Contact all of us.
Connie Cotner- Connie.Cotner@hp.com
Troy Reznedes- troy.rezendes@hp.com
Todd Campbell- Todd.Campbell@hp.com
John Mast- John.Mast@hp.com
jim schott- jim.schott@hp.com
Engineering
Brett Green- brett.green@hp.com
LPD Support Hierarchy A3 program
• Staffed by R&D, IT, Falcon & SS Mfg
Level 4

• Tech Mktg
Level 3 Support

• Staffed by CS through Partner first portal

Level 2 Support • Regional Support (8 to 5 Local time)
Advanced Tech Support • https://hpp12.passport.hp.com/hppcf/createuser.do
• 1-866-222-2743 or 1-844-305-6881

• Regional Support (8 to 5 Local time)

• Meets requirements for Level 1.5 support
Level 1.5 Call Center Agents • Staffed by CS
• Greets and introduction
• Elevates to Level 2
LPD and Engine Speed Configuration
important Support Info
• THE BEST WAY TO CONFIGURE LPD is to connect unit to internet and let it do it AUTOMATICALLY (note: the unit must be able to get
access to the internet without a firewall in between, otherwise a proxy must be configured)
• These engines have multiple speed SKUs for each engine base, engine speed is generic (slowest) when shipped
• For ALL EMU1’s/EMU2’s, Production , LPD does not have to be set for the unit to function
• LPD: engine speed should be set when device is unboxed and first installed
• Engine Speed Configuration is provided from HP cloud service to printer formatter as an LPD license
• License will contain values of model name and speed and is stored on MSOK / Formatter / IOD
• License is signed by HP and validated by firmware
• License is locked to a specific printer via HP immutable identity and HP serial number (can not be changed /upgraded later)
• Device will continue to look for speed setting until set whenever it is booted
• Will check for USB after boot once just after UI ready
• Will then look to cloud once per minute for 10 minutes right after the USB check
• HP immutable identity is tied to a private key and secure (stored on a TPM on the device MSOK)
• If unit connected to internet is behind a firewall using a Proxy server and port address , this will need to be configured in EWS or the control
panel prior to using the cloud LPD (automatic ) process.
• After the LPD license is installed, all customer settings on the device will be set back to the factory defaults
 LPD (configuration steps updated for EMU 1.5 and 2)
• Connect Printer to Internet, boot printer, Our FW will find the LPD automatically
or you can download the LPD license

• Download off line Method

• “From your PC or laptop ”
• For EMU1’s
• Go to web browser development , https://jamactivation.com
• Logon to partner portal (instruction on slide #5)
• Use sales account #007, Order# is 007
• For EMU1.5, EMU2x
• Go to production Cloud, https://activation.jamanagement.hp.com/ NOTE: If pre configured to Blue Angel –
• Logon to Partner Portal (instruction on slide#5) USB ports are turned off
• Use sales account # 222, order is 222 for EMU2 • Extra Boot may be required (to turn
on USB ports)
• Production units: Enter your sales account number and order number • Allows Offline process to be used
• Find your Serial number in the list (USB )

• Click “button next to your printer SN# (get license) to download LPD license file
• Copy file to a USB stick root directory (must be FAT32 formatted)
• We recommend FW upgrade (from GBU instructions /FTP site)
 Continued LPD off line USB Process
Boot MFP
• Boot Printer to ready state, and view or print a configuration page to verify LPD Status
• LPD status will take about 30s after ready state to be viewable on Config page
• LPD status should read – “LPD: not configured (#,#.#)”
• Power down Printer
• Place USB drive with LPD license in Formatter USB Slot (or HIP USB)
• Boot Printer Again
• The printer will boot twice during a successful LPD, The startup wizard will show after 2nd reboot,

• Print or view Configuration Page and verify LPD speed and model number has been
updated
• Should now read in config page as “LPD : Configured”
https://jamactivation.com and
https://activation.jamanagement.hp.com/#/
Partner Portal login requirement when a user wants to
pull a license for a device. When you hit this page, you
will be re-directed to HP Partner portal for a login

Note : The automatic method is now the preferred

method for obtaining your license, if you need to
download the license, use the link in this slide.
https://activation.jamanagement.hp.com/#/
https://activation.jamanagement.hp.com/#/
Proxy Configuration via EWS or Control Panel (
your server and port may be different than ours in
Boise below)
Partner support overview

Reseller User Pricing HP2B Order Order Order Order Partner

onboarding Management setup setup placement routing status shipment support

Partner facing roles: (see dedicate section for details)

1. Premier Partner Support (APJ: Premium Support)
– Act as contact point for Reseller (and resolve) in case of Partner First Portal
access issues and Reseller profile issues, including granting eServices access
– Act as contact point for the Reseller/ LSP interactions in case of, order
fallout that require LSP intervention (EDI integration issues etc), missing/
incorrect order status, discovered by either HP/ LSP/ Reseller, issues with
the speed option activation
– Redirect the Reseller to the LSP in case of post-order support requests
(change/ cancel/ return/ reschedule delivery)
2. HP2B Front-Office: Act as contact point for the Reseller/ LSP/ internal HP
interactions for all issues related to HP2B setup (products, pricing, product
content, addresses, place order functionalities etc)
3. EMEA Partner Advisor: Follow-up with EMEA Resellers on the certification plan
for “Specialist Premier”
4. MPS Sales: Act as contact point for the MPS Reseller for recruiting, initial
qualification and sales support
5. MPS Call-Center/ MPS Ops Sales Enablement: Act as contact point for the
Reseller/ LSP interactions for all EDP issues (functionality issues or questions)
High-level flow:
1. Reseller logs issues or queries: via PFP portal, HP2B
portal, EDP portal, PEM (email/ phone), MPS Sales
(email/ phone) or directly to the LSP
2. Internal routing of the issues to the responsible team,
while keeping the PEM informed on the issue status/
resolution  see dedicated section
10
 Internal HP contacts for TME, TC, ATS and Smoke jumpers
Technical Support (CS)
Problem Use Case Sales Operations Support SC Order Mgmt Support Tech Mktg R&D
(Levels 1.5 & 2 ATS)

Direct User to use online or manual

process (user guide), stays online
User unfamiliar w/activation process Redirect to Partner Portal for ticket Redirect to Partner Portal for ticket
during activation. Resolves or
escalates to Tech Mktg N/A N/A

Direct User to use online or manual

Resolves within LPD or with
process (user guide), stays online
Lost License Key Redirect to Partner Portal for ticket Redirect to Partner Portal for ticket appropriate asset resources
during activation. Resolves or
Brett.Green @hp.com
escalates to Tech Mktg Resolves or Escalates to L4 (R&D)
Brett.Green @hp.com
Activation Issues

Instructs customer on how to add

proxy server and port to embedded
Online activation mode - Internet connectivity problem Redirect to Partner Portal for ticket Redirect to Partner Portal for ticket
Web Server. Resolves or escalates
to Tech Mktg
Resolves within LPD or with
appropriate asset resources
Brett.Green @hp.com
Resolves or Escalates to L4 (R&D)
Brett.Green @hp.com

Works with user to confirm Resolves within LPD or with

Redirect via email to Technical
Thumb drive doesn't work
Support
Redirect to Partner Portal for ticket formatting and file integrity. appropriate asset resources
Resolves or escalates to Tech Mktg Brett.Green @hp.com
Resolves or Escalates to L4 (R&D)
Brett.Green @hp.com

Would confirm license was vended Would confirm license was vended
Resolves within LPD or with
Activation isn't reflected in the config page. Can't but can't confirm activation. but can't confirm activation.
Resolves or escalates to Tech Mtkg appropriate asset resources
confirm device has new speed activated. Redirect via email to Technical Redirect via email to Technical
Brett.Green @hp.com
Support Support Resolves or Escalates to L4 (R&D)
Brett.Green @hp.com

Resolves within LPD or with

Redirect via email to Technical
Device doesn't recognize key
Support
Redirect via email to Technical
Resolves or escalates to Tech Mtkg appropriate asset resources
Support
Brett.Green @hp.com
Resolves or Escalates to L4 (R&D)
Brett.Green @hp.com

Org Role Region Contact Name(s) Contact email comments:

Supply Chain Support Region LPD Lead AMS Karina Hernandez karina.hernandez-orozco@hp.com LPD Focal Point for OM
Region Super User (Velocity) NA Walter Gonzalez walter-guillermo.gonzalez.orozco@hp.com
Region Super User (Velocity) LATAM Juan Pinochet Juan.Pinochet@hp.com
Region Super User (Vista) US Pepe Quintero ppq@hp.com
Role Region Contact Name(s) Contact email comments:
Supply Chain Support Region Lead EMEA George Puscuta george.puscuta@hp.com LPD backup for OM
Region Super User (SAP Fusion) EMEA Bogdan Ciupitu bogdan.ciupitu@hp.com LPD Focal Point for OM

Partner Support – HP2B interlocks
Target: create a smooth Partner Experience across the different operational support teams
Scenario 1: Partner logs case via
PFP on Partner Support topics
• Case is automatically logged in SFDC
in the Partner Support queue
• Partner Support works on/ resolves
the SFDC case  task progress is
automatically recorded in SDFC and
visible in the “open cases” view that
the Partner has on PFP.
If the case is logged by the
partner under the incorrect
category:
• Partner Support will
associate the case to the
HP2B queue in SFDC (keep
the first ticket id open, the
new one will be shown as
related)
• HP2B team will log a new
case in SFDC in the Partner
Support team.
Scenario 2: Partner logs case via
PFP on HP2B topics
• Case is automatically logged in SFDC
in the HP2B Front-Office queue
• HP2B Front-Office works on/
resolves the SFDC case  task
progress is automatically recorded in
SDFC and visible in the “open cases”
view that the Partner has on PFP.
• In parallel, HP2B Front-Office also
logs the case in WFS/ TD and
triggers (if needed) the HP2B Back-
Office team to work on the case
• Both SFDC and WFS/ TD tickets will
be maintained in parallel
• SFDC for Reseller visibility
• WFS/ TD for internal
collaboration
Scenario 3: Partner logs case via
HP2B on Partner Support topics
• Case is automatically logged in WFS/
TD in the HP2B Front-Office queue
• HP2B Front-Office goes to SFDC and
logs the case to the Partner Support
queue
• HP2B Front-Office closes the WFS/
TD case, including a reference to the
SFDC case id
• Partner Support works on/ resolves
the SFDC case  task progress is
automatically recorded in SDFC and
visible in the “open cases” view that
the Partner has on PFP.
Updates highlighted in purple
Scenario 4: Partner logs case via
HP2B on HP2B topics
• Case is automatically logged in WFS/
TD in the HP2B Front-Office queue
• HP2B Front-Office goes to SFDC and
logs the case to the HP2B Front-
Office queue
• HP2B Front-Office works on/
resolves the SFDC case  task
progress is automatically recorded in
SDFC and visible in the “open cases”
view that the Partner has on PFP.
• In parallel, HP2B Front-Office also
updates the case in WFS/ TD and
triggers (if needed) the HP2B Back-
Office team to work on the case
• Both SFDC and WFS/ TD tickets will
be maintained in parallel
• SFDC for Reseller visibility
• WFS/ TD for internal
collaboration
12
 New slide

Partner First Portal Support menu

Start here details Refine (Case Reason) Scenario Case Route To?
Partner Programs Managed Print Services General information about A3 program Assigned to Partner Support team
Partner Programs Managed Print Services I need support on access to EDP Tool Assigned to Partner Support team
Partner Programs Managed Print Services I need support on A3 purchasing Assigned to HP2B team
Partner Programs Managed Print Services I need support on access to HP2B Tool Assigned to Partner Support team
Partner Programs Managed Print Services HP2B Tool performance issue Assigned to HP2B team
Partner Programs Managed Print Services A3 post order support Assigned to Partner Support team

13
 Updates highlighted in purple

Partner contact scenarios

Case details Case re-assigned Case logged via
to team***
PFP access Partner Support SFDC/ PFP
HP2B/ EDP link on PFP Partner Support SFDC/ PFP
HP2B questions or issues (products, HP2B Front-Office SFDC
pricing, product content, addresses, Or WFS/ TD (or
Partner contacts Case assigned to Case logged in place order functionalities etc) (might be routed to email-to-case*)
HP via team HP2B BO) (HP2B BO: WFS/ TD)
EDP Portal/ Call/ EMEA AMS: MPS SFDC/ MPS EDP access, questions or issues MPS InfoCenter/ MPS SharePoint
Link to InfoCenter InfoCenter SharePoint/ Internal case MPS Ops
APJ: MPS Ops generic mailbox/ re-assign
Special pricing questions/ escalations MPS Deal support EDP
hotline
Center
Partner First Portal Partner Support SFDC
Question on pricing strategy MPS Sales Email
HP2B Portal HP2B Front-Office WFS/ TD
EDI integration issues B2Bi EDI expert Email
PEM/ PAOM PEM n/a
Post-order support requests Partner Support** SFDC/ PFP
(email/ phone)
(change/ cancel/ return/ reschedule
MPS Sales (email/ MPS Sales n/a delivery) (redirect to LSP)
phone)
Order fallout/ Order status/ Speed Partner Support SFDC/ PFP
option issues (LSP interlock)
Order fallout/ Order status/ Speed A3 Order fallout WFS
option issues (HP investigation) team
*HP2B team email to case: **In case of post-order support requests (change/ cancel/ return/ reschedule delivery),
- AMS (TD): hp2btechdirect@hp.com Partner Support will advise the Reseller to contact directly the LSP
***PEMs are kept informed on all issues and issue resolution.
- EMEA (WFS): wfs-c2c-emea-hp2bmailbox@hp.com
- APJ (WFS): wfs-c2c-apj-hp2bmailbox@hp.com
14
 New slide

HP2B Support
3 View and fill out the Customer Support Web Request Form
1 Log into HP2B 2 Raise request from the link on the footer

HP2B

5 View confirmation page

Once customer logs in,

every page will have a
footer with the
“Submit Web Request”
link 15
 Updates highlighted in purple

A3 Support roles (partner-facing)

• PEM (PAOM & DAOM) • MPS Sales
• Manage the overall relationship with the Reseller/ LSP • Act as contact point for the MPS Reseller for recruiting, initial
• Kept informed of all issues highlighted by the Reseller or impacting the qualification and sales support
LSP • Defines the tier pricing offer structure at country level and the partner
• LSP PEM: Lead weekly reviews with the LSP to review on orders assignment to tiers
entered, order status issues, concerns from process and operational • MPS Call-Center (Info center)/ MPS Ops Sales Enablement
improvement opportunities
• Product-related support
• Premier Partner Support (APJ: Premium Support) • Tool support: Act as contact point for the Reseller interactions for all
• Act as contact point for Reseller (and resolve) in case of Partner First EDP, JAM, CHAMPS + other iMPS tools issues (functionality issues or
Portal access issues and Reseller profile issues, including granting questions)  passwords, keys etc
eServices access • Gap EMEA (TBC): LSP support for EDP
• Act as contact point for the Reseller/ LSP interactions in case of: • Executes the EDP setup of the pricing
• order fallout that require LSP intervention (EDI integration issues
etc) • EMEA Partner Advisor
• missing/ incorrect order status, discovered by either HP, LSP or • Follow-up with EMEA Resellers on the certification plan for “Specialist
Reseller Premier”
• issues with the speed option activation
• Redirect the Reseller to the LSP in case of post-order support requests
(change/ cancel/ return/ reschedule delivery)
• EMEA only: Executes the EDP setup of the partner
• HP2B Front-Office
• Act as contact point for the Reseller/ LSP/ internal HP interactions for all
issues related to HP2B setup (products, pricing, product content,
addresses, place order functionalities etc)
• Coordinates the HP2B setup (onboarding and maintenance) 16
A3 Sales Ops Support roles: Organization and
language coverage
Role AMS EMEA APJ
Country PEM (AMS Sales Ops) LSP & Platinum Resellers: Country PEM (EMEA Sales Ops) Country PEM (Sales Ops)
PEM Other Resellers: Regional PEM (EMEA Sales Ops)
(PAOM &
DAOM) Language coverage: English Language coverage: German, Italian, Spanish, French + English Language coverage: English
(Dutch, Portuguese speaking resellers covered in English)
Regional Partner Support (AMS Sales Ops) Regional Partner Support (EMEA Sales Ops) WW Partner Support (Global Sales Ops)
Premier
Partner
Language coverage: English Language coverage: German, Italian, Spanish, French + English Language coverage: English
Support
(Dutch, Portuguese speaking resellers covered in English)
WW Direct Ops (EBS) WW Direct Ops (CSSM) WW Direct Ops (GCM)
HP2B Front-
Office Language coverage: English Language coverage: German, Italian, Spanish, French + Language coverage: English
English (Dutch, Portuguese speaking resellers covered in English)

Language # partners % partners

EMEA languages German 62 37%
Italian 26 16%
English 22 13%
Spanish 16 10%
French 24 14% Partner Support/ HP2B/ PEM coverage: 89%
Dutch 12 7%
Portuguese 4 4%
17