Introduction
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.
Features
- 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 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.
- HPE Support Center provides an enhanced and personalized digital
experience that helps Customers manage their assets by recognizing the
various products installed in the Customer's environment and how these
products interact with each other. New self-service tools allow
Customers to perform certain activities without having to open a
support incident, as well as providing a portal of curated knowledge
resources. HPE Tech Care provides access to HPE resources who will help
drive operational excellence and performance optimization from edge to
cloud.
Key Features
Phone access to experts
- Customers may contact HPE support by telephone 24 hours a day 7
days per week to log support incidents. Response times will depend on
the service level of the covered product.
- 15-minute 24x7 enhanced response (Critical and Essential service
levels) For severity 1 critical incidents, HPE aims to either connect
the Customer to a product specialist or call the Customer back within
15 minutes.
- For all other incidents, HPE may connect the Customer to a
product specialist or call the Customer back within one hour
- 2-hour standard response (Basic service level)
- For calls on products covered by a basic service agreement, HPE
shall provide a 2-hour phone response from a product specialist during
the coverage window.
Expert online chat and Expert forum
response
- Expert online chat: Customers can initiate an online chat with a
specialist technical resource to ask questions, get help, or general
technical guidance. Expert online chat is provided so Customers can
obtain quick answers to technical questions about their HPE product.
- Complex questions that require detailed responses may be elevated
to support incidents on an as-needed basis. Expert online chat is
limited to English language only and available during the service
coverage window.
- Expert forum response: Customers can post questions, issues, or
discuss usage of products within the HPE community forums. HPE product
specialists respond within two business days to any unsolved questions
raised within the official HPE community forum for products covered by
HPE Support services.
- Where posts raise topics that should be addressed through
standard support processes, HPE requests that a formal support incident
is created and follows the standard HPE incident management processes.
- The specialist technical resource response is limited to English
language only and requires that the user be registered with HPE Support
Center and has linked service agreements.
General technical guidance
- HPE endeavors to provide general technical guidance for Customer
questions and enquiries specific to the topic areas outlined in the
following regarding the operation and management of the Customer's
products covered by HPE Tech Care.
- General technical guidance is available through the telephone,
web, and chat communication channels and is subject to the service
coverage window of the service agreement and will be treated as a
noncritical incident.
- General technical guidance is available through the telephone,
web, and chat communication channels and is subject to the service
coverage window of the service agreement and will be treated as a
severity 3 incident.
- When related to the topics detailed/described in the following,
HPE identifies knowledge documents, videos, and knowledge base articles
to assist with topics raised.
HPE InfoSight assistance
- For HPE products that are supported by HPE InfoSight (list
available in the following link), HPE provides support and advice for
the setup, configuration, and usage of HPE InfoSight.
- Further for those connected products, HPE extends general
technical guidance to include HPE InfoSight analytics and the alerts
and recommendations provided.
- For configured HPE products, on request, HPE assists Customers to
understand the issues, alerts, and information provided by HPE
InfoSight.
- Where analytics provide recommendations included in HPE InfoSight
workload insights, HPE can provide qualification of the analysis, the
recommendation, and the general next best actions in line with general
technical guidance.
- For more information on HPE InfoSight, devices coverage, and
capabilities, visit infosight.hpe.com