ZEBRA VisibilityIQ OneCare and Support User Guide

ZEBRA VisibilityIQ OneCare and Support

Product Specifications

• Release Date : January 2020
• Image Area : 7.5 inches height x 6 inches width

Product Overview
The product provides OneCare Support Service agreements for Mobile Computers or Scanners. It includes VisibilityIQ OneCare which offers the latest security updates, support reports, enhancements, and administrative features for customer onboarding.

Product Usage Instructions

1. Support Reports and Enhancements
The Support Reports and Enhancements feature provides access to the latest security updates, reports, and enhancements for mobile computing and scanning products. Printer data inclusion is targeted for 2020.

2. User Landing Page
Legacy Support Customers and Multi-Service Customers can access the User Landing Page at URL: avp.zebra.com for easy navigation and partner experience.

3. LifeGuard Analytics Report
Quickly view the status of your devices regarding Android security updates, recommended updates by serial number, and ensure protection for Android devices.

4. Administrative Features & Customer Onboarding
VisibilityIQ OneCare offers administrative features such as a simplified onboarding process, supporting documentation, and easy access to various reports like Contracts Report, Repair Lifecycle Report, Case Lifecycle Report, and more.

FAQ

• Q: How can I access the latest security updates for my devices?
  

  • A: You can access the latest security updates through the Support Reports and Enhancements feature in VisibilityIQ OneCare.

• Q: Where can I find information about my deployed devices and create lists of devices needing attention?
  

  • A: The LifeGuard Analytics Report provides an inventory view of Deployed Devices and allows you to create and distribute lists of devices requiring attention.

• Q: What kind of administrative features are available for customer onboarding?
  

  • A: Administrative features in VisibilityIQ OneCare include a simplified onboarding process, supporting documentation, and easy access to various reports related to device maintenance and repair metrics.

VisibilityIQ™OneCare®

January 2020

Agenda

• Overview
• What’s Provided in VisibilityIQ™ OneCare®
• Report Details
  • 8 Reports
  • LifeGuardTM Analytics Report
• Onboarding Instructions
• Supporting Documentation

Overview

• VisibilityIQ OneCare (new branding for Support Dashboard)
• Available as an included benefit to all customers who hold one of the following valid Zebra OneCare Support Service agreements for Mobile Computers or Scanners:
• Valid Zebra OneCare Technical Support & Software (TSS) – Available for Core HW and SW Support SKUs
• Does not include SKUs with software applications that are beyond what ships with the device, Ex. SOTI
• Valid Zebra SV for TC2X Service Support Agreement
• Valid Zebra OneCare Essential
• Valid Zebra OneCare Select
  • A configurable web-based tool that enables a series of repair, support cases, contracts and LifeGuardTM reports.
  • Enhancements include visibility across repair data, technical/non-technical case data, contract information and LifeGuardTM Analytics for Android devices.
• Availability
  • Regions: NA, EMEA, APAC and LATAM

VisibilityIQ OneCare Provides

• A Dynamic dashboard that is personalized and customizable
• More data in an easy to consume format with:
  • Trending graphs: monthly, quarterly, annual
  • Relevant and usable information related to repairs, cases and contracts, performance
  • Insight as to when security updates are available for their AndroidTM mobile devices
• An automated interactive tool that will ultimately replace manual reporting
• A LifeGuardTM Analytics Report that will help ensure that your Android devices are operating with the latest security updates

Support Reports and Enhancements

Reports

• LifeGuard™ Analytics
  • Shows Android Security Patch Status
• Repair Lifecycle
  • Status of all repair tickets
• Case Lifecycle
  • Status of all tech support tickets
• Contracts
  • Shows all Service Contract details including Entitlement

Enhancements

• Enhanced and simplified dashboard
• Date Picker enhancements
• Site Assignment administration feature
• Site-Level Reporting to identify and isolate problem sites
• Contract auto-add feature automatically adds new or renewed contracts

View includes mobile computing and scanning product data with one full calendar year of historical data; Printer data is targeted for inclusion in 2020.

NEW! Support Reports

Reports

• On Time Delivery
  • Trend of repaired/replaced devices shipped on time
• Repair Return Rate
  • Tracks Return Rate over a 12-month period. NTF and Damage too.
• Repair Repeat Rate
  • Trend of repaired devices returning within 30 days
• Top Repair Metrics
  • Graphical ranking by Site, Faults, Problems

Enhancements

• Email Notifications for thresholds alerts
• User Tags
• Excel exports include System and User Tags info
• Advanced Filters

View includes mobile computing and scanning product data with one full calendar year of historical data; Printer data is targeted for inclusion in 2020.

User Landing Page for Legacy Support Customers and Multi-Service Customers

URL :  avp.zebra.com

Partner Navigation Experience

• Access reports for all your Zebra OneCare Customers in one place
• Customize each customer’s dashboard for their needs

Easy Access

• The URL – https://avp.zebra.com

• Log in ID

  • If you have access to any of the Visibility dashboards today, your log in ID will remain the same

  • If you need to get access to an existing dashboard, submit request at:
    Add New Users to an Existing Dashboard

  • If you want to have a dashboard created, you can use the form in the link below to submit a request at
    Go To Dashboard Request

REPORT DETAILS – OVERVIEW

LifeGuardTM Analytics Report
Quickly see how many of your devices are due for an Android security update and which update is recommended by serial number

LifeGuard Analytics Description
Ensure your Android devices are Protected!
Inventory view of Deployed Devices

• OS version, Security Patch Level
• Partner sets thresholds: Monthly Tolerance, percent of Devices

Create and distribute lists of devices requiring attention

Contracts Report

• Provides status of onboarded contracts and view of visibility entitlement
• Alerts when contracts are within 90 days of expiration

Repair Lifecycle Report

• RMAs as they move through the repair lifecycle
• Alerts when Expected devices exceed 15/30 day threshold

Case Lifecycle Report

• Provides status of technical/non-technical cases
• Alerts when cases have been open for more than 30 days

On Time Delivery Report
Shows trend of repaired or replaced devices that were shipped On Time to the customer relative to their due date

Repair Return Rate Report

• Track Return Rate over 12-month period
• Alerts when NTF rate exceeds 5% in a calendar quarter
• Alerts when Damage rate exceeds 10% in a calendar year

Repair Repeat Rate Report

• Trend of repaired devices returning within 30 days
• Percentage for both Repeat Gross (Failure + NTF) and Repeat Net (Failure Only)

Top Repair Metrics Report
Provides graphical ranking of Top: Sites, Problems, Faults, Faults on Damage units, Repeat Problems, Repeat Faults

ADMINISTRATIVE FEATURES & CUSTOMER ONBOARDING

Administrative Features

• Email Notifications
  • Allows a dashboard user to receive a daily email summarizing the changes in threshold metrics for each applicable report.
• Site Assignment
  • Site Assignment feature available for Partners/Administrators
  • View/assign sites by Site Listing or User Listing
• Report Settings
  • Set report alert thresholds

Simplified Onboarding Process

• Simplified web-based onboarding form – Access
• Existing Customers
  • Contract Auto-Add feature will automatically add new contracts for existing customers to the dashboard, so no forms or emails will need to be submitted.
  • Simplified process to add a new user @ Zebra.com OneCare page and click “Add New Users” button to request access for a new user.
• New Customers
  • Partners can find a link on Partner Gateway to the online form to request Dashboard access for one of their customers.
  • Customers with a direct financial relationship with Zebra will access the online form @ Zebra.com page.

Supporting Documentation

• Presentation Slides
• User/Quick-Start Guide
• FAQ Document
• How-To Video Clips
• Partner Gateway – Zebra Partners can find supporting documentation on Partner Gateway
• Zebra.com – Zebra Customers can find supporting documentation on Zebra.com

Thank You

ZEBRA and the stylized Zebra head are trademarks of ZIH Corp, registered in many jurisdictions worldwide. All other trademarks are the property of their respective owners. ©2018 ZIH Corp and/or its affiliates. All rights reserved.

References

• VISIBILITY SERVICES
• VISIBILITY SERVICES

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