Software Support Service

HPE Customer Support Technical Assistance Day Service provides you with the flexibility to customize tasks beyond the scope of Hewlett Packard Enterprise’s standard technical services. Highly trained technical service specialists can assist you with a variety of operational, optimization, and assessment activities.

Hewlett Packard Enterprise’s approach is based on thorough analysis, planning, and rapid execution to help address the technical challenges you face. Using proven techniques and processes gained from extensive experience in many successful engagements for enterprise clients worldwide, our technical specialists help you reduce the cost, timeframe, and business risk typically associated with a broad range of technical, change management, and project management activities. The end result is a solution that will help you to meet your business needs.

HPE Customer Support Technical Assistance Day Service is available for all Hewlett Packard Enterprise supported products.

This service does not include installation and deployment-related activities, which are part of a separate service, HPE Installation & Deployment Assistance Day Service.

System Healthcheck Direct Service provides a technical assessment of your computing environment and is designed to identify security, system performance, configuration, and availability problems of your designated system before they might affect your critical operations. HPE provides access to a software tool that collects and analyzes static and dynamic information, including operational procedures, configuration information, and system performance characteristics, gathered from your designated system. A service report of the resultant analysis and recommendations based on HPE system management practices is provided by the use of automated online delivery. This service is recommended for customers familiar with self-help tools and who have an interest in managing their own systems.

HPE Customer Support Technical Assistance Day Service provides you with the flexibility to customize tasks beyond the scope of Hewlett Packard Enterprise’s standard technical services. Highly trained technical service specialists can assist you with a variety of operational, optimization, and assessment activities.

Hewlett Packard Enterprise’s approach is based on thorough analysis, planning, and rapid execution to help address the technical challenges you face. Using proven techniques and processes gained from extensive experience in many successful engagements for enterprise clients worldwide, our technical specialists help you reduce the cost, timeframe, and business risk typically associated with a broad range of technical, change management, and project management activities. The end result is a solution that will help you to meet your business needs.

HPE Customer Support Technical Assistance Day Service is available for all Hewlett Packard Enterprise supported products.

This service does not include installation and deployment-related activities, which are part of a separate service, HPE Installation & Deployment Assistance Day Service.

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 below 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