HPE Pointnext Tech Care (HPE Tech Care) is the operational support experience for HPE hardware and software products (HPE products). HPE Tech Care helps IT teams focus on moving the business forward by proactively searching for better ways to do things,as opposed to just focusing on reactive issues.
HPE Tech Care goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone,HPE moderated forums with defined response times,automated incident logging,and a real-time chat facility. The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload. The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload and avoids the Customer spending time answering sometimes unnecessary triage or entitlement questions.
HPE Tech Care goes beyond traditional support by offering General Technical Guidance for the operation,management,and security of the supported product.
| General | |
|---|---|
| Service Included | Parts and labour |
| Location | On-site |
| Full Contract Period | 3 years |
| Repair Time | 6 hours |
| Service Availability | 24 hours a day / 7 days a week |
| Details | |
| Service &Support | Extended service agreement - parts and labour - 3 years - on-site - repair time:6 hours (distance from customer site - 80 km) - availability:24 hours a day / Monday-Sunday - severity level 1/2 Technical support - phone consulting - 3 years - response time:15 min - availability:24 hours a day / Monday-Sunday - severity level 1 Product info support - knowledge base access - 3 years Technical support - remote diagnosis - 3 years Technical support - visual remote guidance - 3 years New releases update - 3 years Technical support - phone consulting - 3 years - response time:1 h - availability:24 hours a day / Monday-Sunday - severity level 2/3 Extended service agreement - parts and labour - 3 years - on-site - repair time:8 hours (distance from customer site - 160 km) - availability:24 hours a day / Monday-Sunday - severity level 1/2 Product info support - web support - 3 years Technical support - outage management - 3 years |
