Services and Support

HPE Tech Care Service is the operational support service for HPE hardware and software products (including on-premises and as-a-service versions). HPE Tech Care Service can help 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 Service enables direct access to product-specific specialists and provides general technical guidance to help Customers not only reduce risk but also find ways to do things more efficiently. HPE Tech Care Service Customers can access support through multiple channels that include telephone, a real-time chat facility, automated incident logging, and HPE moderated forums with defined response times. Customers gain access to expert technical resources with specialized knowledge in hardware and/or software within the context of the specific workload and can help the Customer avoid spending time answering triage or entitlement questions.

HPE Tech Care Service goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.

In addition to traditional technical support, HPE Tech Care Service includes access to the HPE service portal, an enhanced and personalized digital experience that provides actionable data about HPE products, service cases and support contracts covered under the HPE Tech Care Service. Customers can more easily 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 Service provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.

HPE Proactive Care offers an integrated set of reactive and proactive services designed to help you improve the stability and operation of your converged infrastructure to achieve better business outcomes. In a complex converged and virtualized environment, many components need to work together effectively. HPE Proactive Care has been specifically designed to support devices in these environments, providing enhanced support that covers servers, operating systems, hypervisors, storage, storage area networks (SANs), and networks.

In the event of a service incident, HPE Proactive Care provides you with an enhanced call experience with access to advanced technical solution specialists, who will manage your case from start to finish with the goal of reducing the impact to your business while helping you resolve critical issues more quickly. Hewlett Packard Enterprise employs enhanced incident management procedures intended to provide rapid resolution of complex incidents. In addition, the technical solution specialists providing your HPE Proactive Care support are equipped with automation technologies and tools designed to help reduce downtime and increase productivity.

Should an incident occur, HPE Proactive Care includes on-site hardware repair if it is required to resolve the issue. You can choose from a range of hardware reactive support levels to meet your business and operational needs.

HPE Proactive Care includes firmware and software version analysis for supported devices, providing you with a list of recommendations to keep your HPE Proactive Care covered infrastructure at the recommended revision levels. You will receive a regular proactive scan of your HPE Proactive Care covered devices, which can help you to identify and resolve configuration problems. HPE Proactive Care also provides quarterly incident reporting intended to help you identify problem trends and prevent repeat problems.

HPE StoreOnce single node Catalyst Startup Service provides implementation and verification of the backup and remote copy features of HPE StoreOnce Catalyst functionality.

This service provides a basis for the implementation of HPE StoreOnce Catalyst software, and the testing services necessary to deploy increased functionality to branch offices or move data between data centers on your HPE StoreOnce environment. HPE StoreOnce Catalyst software for HPE StoreOnce Backup allows clients to deduplicate data on media servers or backup servers before it is transferred to a centralized HPE StoreOnce Backup system.

The service is offered for one StoreOnce single-node appliance only, covering Catalyst, StoreOnce VSA, Cloud Bank Storage or StoreOnce VSA and VTL/NAS. The service is not offered as a standalone product and must be included with a StoreOnce single-node appliance, covering Catalyst, Cloud Bank Storage and StoreOnce VSA or StoreOnce VSA and VTL/NAS.

This Catalyst startup service provides setup of HPE StoreOnce Catalyst, and creates one Catalyst or Catalyst Cloud Bank Storage store on one StoreOnce single-node appliance, or up to five StoreOnce VTLs or up to five StoreOnce NAS shares. As part of this service, Hewlett Packard Enterprise will take you through the HPE StoreOnce Catalyst features, prepare your organization to architect and deploy the HPE StoreOnce Catalyst design into your production environment, and explain how you can build and enhance StoreOnce Catalyst stores.

HPE Proactive Care offers an integrated set of reactive and proactive services designed to help you improve the stability and operation of your converged infrastructure to achieve better business outcomes. In a complex converged and virtualized environment, many components need to work together effectively. HPE Proactive Care has been specifically designed to support devices in these environments, providing enhanced support that covers servers, operating systems, hypervisors, storage, storage area networks (SANs), and networks.

In the event of a service incident, HPE Proactive Care provides you with an enhanced call experience with access to advanced technical solution specialists, who will manage your case from start to finish with the goal of reducing the impact to your business while helping you resolve critical issues more quickly. Hewlett Packard Enterprise employs enhanced incident management procedures intended to provide rapid resolution of complex incidents.

In addition, the technical solution specialists providing your HPE Proactive Care support are equipped with automation technologies and tools designed to help reduce downtime and increase productivity.

Should an incident occur, HPE Proactive Care includes on-site hardware repair if it is required to resolve the issue. You can choose from a range of hardware reactive support levels to meet your business and operational needs.

HPE Proactive Care includes firmware and software version analysis for supported devices, providing you with a list of recommendations to keep your HPE Proactive Care covered infrastructure at the recommended revision levels. You will receive a regular proactive scan of your HPE Proactive Care covered devices, which can help you to identify and resolve configuration problems. HPE Proactive Care also provides quarterly incident reporting intended to help you identify problem trends and prevent repeat problems.

HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software.

Contact HPE for more information and determination regarding which eligible software products may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches.

HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software.

Contact HPE for more information and determination regarding which eligible software products may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches.

HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software.

Contact HPE for more information and determination regarding which eligible software products may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches.

Designed to provide a smooth startup, the HPE StoreVirtual 3000 System Installation, Startup, and Add-On Service provides deployment of your HPE StoreVirtual 3000 System, ensuring proper installation in your storage environment as it helps you increase the benefit from your storage investment.

The service provides activities required to help you deploy your HPE StoreVirtual 3000 System into operation. With the assistance of your designated IT storage administrator, a Hewlett Packard Enterprise service specialist deploys your storage product as more fully described in the ‘Service features’ table below.

When ordered with hardware upgrade products, this service also provides deployment of hardware upgrades to your existing HPE StoreVirtual 3000 System.

The service includes the following:

• For new installations, configuration and presentation of a test virtual volume using non-production data for up to two hosts

• For storage hardware upgrades, installation and configuration of the upgrade products as further detailed below

Reconfiguration of your existing storage—for example, Virtual volumes, hosts, or a SAN—is outside the scope of this service. Please refer to additional exclusions in the ‘Service limitations’ section below.

HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise (HPE) technical resources provide support and work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products.

For hardware products covered by HPE Foundation Care, the service includes remote diagnosis and support, as well as on-site hardware repair if it is required to resolve an issue. For eligible HPE hardware products, this service may also include Basic Software Support and Collaborative Call Management for selected non-HPE software.

Contact HPE for more information and determination regarding which eligible software products may be included as part of your hardware product coverage. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches.

Updates for selected HPE-supported third-party software products are included, as they are made available from the original software manufacturer.

In addition, HPE Foundation Care provides electronic access to related product and support information, enabling any member of your IT staff to locate this commercially available essential information. For third-party products, access is subject to availability of information from the original manufacturer.

You can choose from a set of reactive support levels to meet your business and operational needs.

HPE Foundation Care service-level options: The HPE Foundation Care options noted in the following are product dependent. HPE will provide the hardware support features for covered hardware products and the software support features for covered software products.

Hardware support coverage windows and response times will apply to covered hardware products, and software support coverage windows and response times will apply to covered software products.

All coverage windows are subject to local availability. Product eligibility may vary. Contact a local HPE sales office for detailed information on service availability and product eligibility.

Regardless of your coverage window, incidents with covered hardware or software can be reported to HPE via telephone or web portal, as locally available, or as an automated equipment reporting event via the HPE electronic remote support solution 24 hours a day, 7 days a week.

For products covered by Foundation Care, HPE offers three distinct service levels:
• HPE Foundation Care NBD Service
• HPE Foundation Care 24x7 Service
• HPE Foundation Care CTR Service