• Cluster 6, Service and Support, provides post-sales technical support, service warranty and asset management capabilities.
    • PIPs for Segment 6A, Provide and Administer Warranties, Service Packages, and Contract Services, enables registration and product warranty support.
    • PIPs for Segment 6C, Technical Support and Service Management, automates the sharing of information within the technical support and service management arena.
PIP Title Description
6A1 Notify of Service Contract Request Enable the change request or query of service contract information from a contract requestor to its contract issuer.
6A2 Notify of Service Contract Reply Enable the notification of service contract reply from the service contract issuer to the service contract requester.
6C1 Query Service Entitlement Enables support requesters to submit request for support -- or service events -- to support providers, who entitle or deny requests.
6C2 Request Warranty Claim Provides the ability for an Authorized Service Provider to submit a claim to the Warranty Provider for a completed Service Event.
6C3 Notify of Case Request Allows a case sender or case receiver to initiate a case or update the status of an existing case.
6C4 Notify of Case Confirmation Lets the case sender or case receiver to confirm the new or revised information. This PIP can be used in conjunction with PIP 6C3.
6C5 Distribute Service Entitlement Query Enables support requesters to submit request for support -- or service events -- to support providers.
6C6 Distribute Service Entitlement Status Response Enables support requesters to submit request for support -- or service events -- to support providers, who entitle or deny requests.
6C7 Notify of Warranty Claim Request Provides the ability for an Authorized Service Provider to submit a claim to the Warranty Provider for a completed Service Event.
6C8 Notify of Warranty Claim Confirmation Provides the ability for an Authorized Service Provider to submit a claim to the Warranty Provider for a completed Service Event.

6A1 Notify of Service Contract Request
  Enable the change request or query of service contract information from a contract requestor to its contract issuer.
Business Process
7B1

The “Notify of Service Contract Request” Partner Interface Process (PIP) supports a process in which a contract requester requests the contract issuer change the content of service contract.

PIP 6A2 Notify of Service Contract Request Confirmation is usually transmitted after the receipt of 6A1 Notify of Service Contract Request Notification.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, “Notification of Failure“.

6A2 Notify of Service Contract Reply
  Enable the notification of service contract reply from the service contract issuer to the service contract requester.
Business Process
7B2

The “Notify of Service Contract Reply” Partner Interface Process (PIP) supports a process in which a service contract issuer notifies the service contract requester the updated content of service contract.

PIP 6A1 Notify of Service Contract is usually transmitted before the receipt of 6A2 Notify of Service Contract Reply.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C1 Query Service Entitlement
  Enables support requesters to submit request for support -- or service events -- to support providers, who entitle or deny requests.
Business Process
7B5

The Request Service Event Entitlement PIP automates the sharing of service entitlement information between the ASP and the WP. Service Event information for a unit must be requested from the WP. The request for service entitlement can be invoked independently for basic warranty entitlement verification for information only or (more commonly) as the initial step of a service event to verify the warranty coverage conditions that apply.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C2 Request Warranty Claim
  Provides the ability for an Authorized Service Provider to submit a claim to the Warranty Provider for a completed Service Event.
Business Process
7B6

The "Request Warranty Claim" Partner Interface Process (PIP) enables an Authorized Service Provider to submit a Warranty Claim to a Warranty Provider for a service event performed on a unit under warranty and the Warranty Provider to respond to the request. The submitted claim can be either a Part and Labor Claim or a Labor Only claim.

In the event of a Parts and Labor claim the ordering of parts, their return and the verification of the shipping status are handled by separate PIPs:

  • Request Purchase Order (3A4) for the ordering portion
  • Query Shipment Status (3B4) for shipment status
  • Return Product (3C1) for parts return

Reference to the business documents exchanged during the execution of the ordering, returning and shipping PIPs allows consolidating the information, presenting the claim and processing it.

In both cases the data sent from the Authorized Service Provider to the Warranty Provider includes information about the repaired unit, the analysis of the failure, the service event, the technician that serviced the unit and the end user.

The confirmation business document allows the Warranty Provider to respond to the ASP request and to send the ASP information concerning the warranty, the serviced unit, the claim and the service delivery and location.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C3 Notify of Case Request
  Allows a case sender or case receiver to initiate a case or update the status of an existing case.
Business Process
7C6

The service and support chain roles that influence this process are:

  1. Customer – The entity experiencing the problem, such as the failure in a network module.
    Example is a commercial customer for Hewlett Packard (HP), using Cisco networking devices as sold to them by HP.
  2. Case Sender – The entity ultimately responsible for resolution of the problem to the Customer. If only two parties in the relationship, then the Case Owner is also the Case Resolver.
    Example is HP, having provided Cisco networking equipment and support to their commercial customer.
  3. Case Receiver –The entity responsible for resolution of the problem to the Case Owner should the Case Owner escalate the problem to the Case Resolver.
    Example is Cisco, providing support to HP on a commercial customer case escalated to Cisco as part of some contractual agreement between the two parties

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C4 Notify of Case Confirmation
  Lets the case sender or case receiver to confirm the new or revised information. This PIP can be used in conjunction with PIP 6C3.
Business Process
7C7

The service and support chain roles that influence this process are:

  1. Customer – The entity experiencing the problem, such as the failure in a network module.
    Example is a commercial customer for Hewlett Packard (HP), using Cisco networking devices as sold to them by HP.
  2. Case Sender – The entity ultimately responsible for resolution of the problem to the Customer. If only two parties in the relationship, then the Case Owner is also the Case Resolver.
    Example is HP, having provided Cisco networking equipment and support to their commercial customer.
  3. Case Receiver –The entity responsible for resolution of the problem to the Case Owner should the Case Owner escalate the problem to the Case Resolver.
    Example is Cisco, providing support to HP on a commercial customer case escalated to Cisco as part of some contractual agreement between the two parties

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C5 Distribute Service Entitlement Query
  Enables support requesters to submit request for support -- or service events -- to support providers.
Business Process
7C8

The Request Service Event Entitlement PIP automates the sharing of service entitlement information between the ASP and the WP. Service Event information for a unit must be requested from the WP. The request for service entitlement can be invoked independently for basic warranty entitlement verification for information only or (more commonly) as the initial step of a service event to verify the warranty coverage conditions that apply.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C6 Distribute Service Entitlement Status Response
  Enables support requesters to submit request for support -- or service events -- to support providers, who entitle or deny requests.
Business Process
7C8

The Request Service Event Entitlement PIP automates the sharing of service entitlement information between the ASP and the WP. Service Event information for a unit must be requested from the WP. The request for service entitlement can be invoked independently for basic warranty entitlement verification for information only or (more commonly) as the initial step of a service event to verify the warranty coverage conditions that apply.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C7 Notify of Warranty Claim Request
  Provides the ability for an Authorized Service Provider to submit a claim to the Warranty Provider for a completed Service Event.
Business Process
7C8

The "Notify of Warranty Claim Request" Partner Interface Process (PIP) enables an Authorized Service Provider to submit a Warranty Claim to a Warranty Provider for a service event performed on a unit under warranty and the Warranty Provider to respond to the request. The submitted claim can be either a Part and Labor Claim or a Labor Only claim.

In the event of a Parts and Labor claim the ordering of parts, their return and the verification of the shipping status are handled by separate PIPs:

  • Request Purchase Order (3A4) for the ordering portion
  • Query Shipment Status (3B4) for shipment status
  • Return Product (3C1) for parts return

Reference to the business documents exchanged during the execution of the ordering, returning and shipping PIPs allows consolidating the information, presenting the claim and processing it.

In both cases the data sent from the Authorized Service Provider to the Warranty Provider includes information about the repaired unit, the analysis of the failure, the service event, the technician that serviced the unit and the end user.

The confirmation business document allows the Warranty Provider to respond to the ASP request and to send the ASP information concerning the warranty, the serviced unit, the claim and the service delivery and location.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".

6C8 Notify of Warranty Claim Confirmation
  Provides the ability for an Authorized Service Provider to submit a claim to the Warranty Provider for a completed Service Event.
Business Process
7C8

The "Notify of Warranty Claim Confirmation" Partner Interface Process (PIP) enables an Authorized Service Provider to submit a Warranty Claim to a Warranty Provider for a service event performed on a unit under warranty and the Warranty Provider to respond to the request. The submitted claim can be either a Part and Labor Claim or a Labor Only claim.

In the event of a Parts and Labor claim the ordering of parts, their return and the verification of the shipping status are handled by separate PIPs:

  • Request Purchase Order (3A4) for the ordering portion
  • Query Shipment Status (3B4) for shipment status
  • Return Product (3C1) for parts return

Reference to the business documents exchanged during the execution of the ordering, returning and shipping PIPs allows consolidating the information, presenting the claim and processing it.

In both cases the data sent from the Authorized Service Provider to the Warranty Provider includes information about the repaired unit, the analysis of the failure, the service event, the technician that serviced the unit and the end user.

The confirmation business document allows the Warranty Provider to respond to the ASP request and to send the ASP information concerning the warranty, the serviced unit, the claim and the service delivery and location.

Should this transaction not complete successfully, the requesting partner executes PIP0A1, "Notification of Failure".