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HPE 2 Year Post Warranty Tech Care Basic wDMRange for StoreEasy 1670 Expanded Service

H42SZPE

 

HPE 2 Year Post Warranty Tech Care Basic wDMRange for StoreEasy 1470 WS IoT 2022 Service

H41WLPE

 

HPE 2 Year Post Warranty Tech Care Basic wDMRange for StoreEasy 1570 WS IoT 2022 Service

H41ZLPE

 

HPE 2 Year Post Warranty Tech Care Basic wDMRange for StoreEasy 1670/1870 WS IoT 2022 Service

H42DLPE

 

HPE 2 Year Post Warranty Tech Care Basic wDMR for SE 1560 IoT 2019 Service

H10C7PE

 

HPE 2 Year Post Warranty Tech Care Basic wDMR for SE 1660/1860 IoT 2019 Service

H10J6PE

 

HPE 2 Year Post Warranty Tech Care Basic wDMR for SE 1660 Exp IoT 2019 Service

H10Q5PE

 

HPE 2 Year Post Warranty Tech Care Basic wDMR StoreEasy 1650/1850 Service

H11T4PE

 

HPE 2 Year Post Warranty Tech Care Basic wDMR SimpliVity 325 G10 4.6TB BTO JP Server Service

H27J8PE

 

HPE 2 Year Post Warranty Tech Care Basic wDMR SimpliVity 325 G10 7.5TB BTO JP Server Service

H27Q7PE

 
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Key Features

Phone access to experts and Coverage Window

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.

2-hour standard response (Basic service): 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. Support incidents received outside coverage window shall be acknowledged the following coverage day.

Remote response nine hours per day during local HPE standard business hours, excluding weekends and HPE holidays, unless otherwise agreed by HPE.

Next business day on-site coverage: Next-business-day on-site response for covered hardware. Support incidents received outside the coverage window shall be acknowledged the next coverage day and serviced within the following coverage day.

For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.

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.

Expert online chat is limited to English language only, requires that the user be registered with HPE service portal and is available during the service coverage window. Availability may vary for certain products. Refer to hpe.com/services/expertchat for details or contact your local HPE Sales rep.

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 service portal and has registered service agreements.

General technical guidance

HPE endeavours 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 Service.

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.

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 Proprietary Service Tool assistance

For HPE products that are supported by HPE Proprietary Service Tools, HPE provides support and advice for their setup, configuration, and usage. Further for those connected products, HPE extends general technical guidance to include analytics and the events and recommendations provided.

For configured HPE products, on request, HPE assists Customers to understand the issues, events, and information provided by HPE Proprietary Service Tools.

Where analytics provide recommendations, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.

How can we help

Get advice, answers, and solutions when you need them. For general questions, email us at hpestore.quote-request@hpe.com

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