ZEBRA VisibilityIQ OneCare and Support User Guide
- June 15, 2024
- ZEBRA
Table of Contents
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.