HDX Plus - Support Center Training for Vendors

1 HDX plus - Support Center Training for Vendors Page 1 of 35 1. Accessing HDX plus - Support 2 2. Creating an account in HDX plus - Support Center .. 3 3. Forgot / Lost Your Password .. 7 4. Remote Access .. 11 Download Analyst Tools .. 12 Initiate New Remote Access Session .. 16 Join Existing Remote Session .. 20 5. AnalystAssist .. 23 Tool Bar Options .. 24 Customer Overview / Home .. 26 RemoteAssist .. 27 Manage Files .. 30 7. My Account Preferences .. 31 Time Zone and Date Format Preferences .. 31 Modify Account .. 32 8. Account Policies .. 35 marriott Associates allowing access to their computer marriott CONFIDENTIAL AND PROPRIETARY INFORMATION This communication contains information from marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it.

2 If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law. HDX plus - Support Center Training for Vendors Page 2 of 35 1. Accessing HDX plus - Support Center Vendors providing Support to marriott should access HDX plus by visiting marriott associates requiring a vendor to fix an issue on their computer need to visit Instructions for marriott associate seeking assistance from Vendors can be found here. HDX plus - Support Center Training for Vendors Page 3 of 35 2. Creating an account in HDX plus - Support Center If a vendor needs access to a computer on marriott s network, they will need an account before accessing the computer. Below are instructions on how to create an account for HDX plus - Support Center .

3 In order for a vendor to create an account, go to and click on the Click Here to create an account link. (See Figure 1) Figure 1 HDX plus - Support Center Training for Vendors Page 4 of 35 To create your account, enter in the following information (See Figure 2): User Name A 4 to 12 character user name that will be used to access Support Center . Password To conform to marriott s Password Policy, all passwords must have the following: A minimum length of no less than 12 characters A maximum length of no greater than 20 characters At least 1 upper case character At least 1 lower case character At least 1 numeric character At least 1 punctuation character ( !,@,#,$,%,^,&,*,(,)) Password must be changed every 30 days (Reminders are not sent out) First Name vendor who is creating this account first name. Last Name vendor who is creating this account last (or Sur) name.

4 Company Company the vendor works for. Position/Title The Position or title the vendor holds at his/her organization. Phone Number Phone number where the vendor may be contacted. E-Mail Address Should be the E-Mail address of the vendor s organization. Country Country where the vendor is located. NOTE: Accounts will automatically be deleted within 90 days. Vendors will need to create a new account should they require access to a marriott device. HDX plus - Support Center Training for Vendors Page 5 of 35 Figure 2 HDX plus - Support Center Training for Vendors Page 6 of 35 Once all fields have been entered, click on the SUBMIT button. If the account was successfully created, you will see the message below (See Figure 3). You can then click on the Click here to login to access HDX plus - Support Center with the new user ID and password you just created. Figure 3 HDX plus - Support Center Training for Vendors Page 7 of 35 3.

5 Forgot / Lost Your Password If you have already created an account and have used it within the last 90 days, but forgot your password you can visit and click on the Forgot Password link to reset your password. (See Figure 4) Figure 4 HDX plus - Support Center Training for Vendors Page 8 of 35 Enter your User Name and E-mail Address that you provided when creating your account and then click the Submit button. (See Figure 5) If you are unable to recall your user name and email address, it is recommended to create another account. Figure 5 HDX plus - Support Center Training for Vendors Page 9 of 35 If you entered the information correctly, your new password will be sent to the e-mail address in your account profile (See Figure 6). To change your password, please see the My Account Preferences section below. Figure 6 HDX plus - Support Center Training for Vendors Page 10 of 35 If you entered the information incorrectly when trying to reset your password, you will see a message saying Your e-mail and/or user name does not match our records.

6 (See Figure 7) You will need to repeat the steps in the Forgot / Lost Password section. Figure 7 HDX plus - Support Center Training for Vendors Page 11 of 35 4. Remote Access Initiate New Remote Access Session Access a marriott computer once the marriott user has generated a Passkey. Join Existing Remote Session Allows you to join an existing session between a marriott user and another Support professional. Download Analyst Tools Install analyst side software to use remote control and the other tools via the options above. HDX plus - Support Center Training for Vendors Page 12 of 35 Download Analyst Tools To remote control a computer on marriott s network, you will first need to download the analyst tools by clicking on the Download Analyst Tools link. (See Figure 8) This only needs to be done once on your computer. NOTE: Whenever an update has occurred to the Analyst Tools you will need to re-download and install the components.

7 If you already have the latest tools (See Figure 13), the Download Analyst Tools sections will say: You have already installed the HDX plus Analyst Tools. You may proceed to "Initiate New Remote Access Session". Figure 8 Click the Arrow to show the options in the drop down HDX plus - Support Center Training for Vendors Page 13 of 35 Click on Install to set up the applications needed for remote control access. Figure 9 The following dialog boxes will display on your screen. Figure 10 HDX plus - Support Center Training for Vendors Page 14 of 35 Figure 11 Figure 12 HDX plus - Support Center Training for Vendors Page 15 of 35 Once the installation has been completed successfully, the web page will display the following (See Figure 13). Figure 13 You are now ready to begin a Remote Access Session. HDX plus - Support Center Training for Vendors Page 16 of 35 Initiate New Remote Access Session NOTE: All sessions are recorded for security purposes.

8 To start a new remote control session with a marriott associate, click the Initiate New Remote Access Session ( vendor ) link (See Figure 14). Figure 14 If the marriott associate has granted you access to their computer, the Issue Queue (See Figure 15) will show the request. If the marriott associate s name does not show up in the queue, please review the instructions for marriott associates seeking assistance by clicking here HDX plus - Support Center Training for Vendors Page 17 of 35 Figure 15 To access the computer, click on the record that corresponds with the marriott associate s name (See Figure 16). 1. Phone Pick and assign the issue. 2. Problem Type of issue placed into the queue. Vendors should only handle RemoteControl Issues. 3. Analyst Support Professional that has picked up the issue. 4. User Name of associate that has requested Support . 5. Status Disposition of issue.

9 A. New New issue placed into queue. No Support Professional has been assigned. b. Assigned Issue has been assigned to a Support Professional. c. Escalated Issue has been escalated to another Support Professional or help desk. 6. Start Date Date of when issue was placed into queue. 7. Duration Length of time issue has been in queue. NOTE: When you highlight the request you want to access, it will change to light gray. Since multiple marriott associates could be requesting Support , please make sure you select the correct associate. 1 2 3 4 5 6 7 Click the Box to show/hide the options in the left menu. HDX plus - Support Center Training for Vendors Page 18 of 35 Figure 16 Once you have clicked the queue request, a pop-up box will be displayed on your screen. Figure 17 You will now have to ask for the randomly generated Passkey from the marriott associate.

10 Enter this number into the box shown above and click OK. NOTE: You may want to write down or copy and paste the number in case you need to rejoin the session or another vendor needs join as well. HDX plus - Support Center Training for Vendors Page 19 of 35 Figure 18 If the computer is available to remote control, you will receive the following screen. Click on the Connect button to start the RemoteAssist session. For information on how to use the RemoteAssist tools, please see the RemoteAssist section in this document. HDX plus - Support Center Training for Vendors Page 20 of 35 Join Existing Remote Session If you wish to join an existing session already in progress by another Support Professional, you can click on the Join Existing Remote Session (See Figure 19). Figure 19 HDX plus - Support Center Training for Vendors Page 21 of 35 When the queue appears, Click on the User Name of the associate you wish to view.