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HPE 3Y Tech Care Basic wDMR Service HW Only
HPE Tech Care Service ist der operative Support-Service für HPE Hardware- und Softwareprodukte (einschließlich On-Premise- und as-a-Service-Versionen). HPE Tech Care Service sucht proaktiv nach Vorgehensweisen zur Verbesserung von Abläufen, statt nur reaktiven Support zu bieten und hilft IT-Teams dadurch, das Unternehmen voranzubringen.
HPE Tech Care Service ermöglicht darüber hinaus direkten Zugang zu produktspezifischen Experten und unterstützt Kunden durch allgemeine technische Beratung und Anleitungen nicht nur bei der Risikominimierung, sondern auch dabei, Prozesse effizienter zu machen. HPE Tech Care Service-Kunden können über verschiedene Kanäle Zugang zum Support erhalten. Dabei handelt es sich um telefonischen Support, eine Einrichtung für Echtzeit-Chats, die automatisierte Protokollierung von Vorfällen und von HPE moderierte Foren mit definierten Reaktionszeiten. Der Service ermöglicht den Kunden den Zugang zu technischen Experten mit speziellem Hardware- und Software-Fachwissen im Zusammenhang mit spezifischen Workloads, sodass Kunden keine Zeit damit verlieren, Fragen zur Priorisierung und Berechtigung zu beantworten.
HPE Tech Care Service ergänzt den herkömmlichen Support durch allgemeine technische Beratung und Anleitung für den Betrieb, die Verwaltung und die Sicherheit des unterstützten Produkts.
Zusätzlich zum herkömmlichen technischen Support umfasst der HPE Tech Care Service den Zugriff auf das HPE Service Portal, ein erweitertes und personalisiertes digitales Erlebnis, das verwertbare Daten zu HPE Produkten, Servicefällen und Supportverträgen liefert, die durch den HPE Tech Care Service abgedeckt sind. Den Kunden bietet sich eine einfachere Verwaltung ihrer Assets. Sie sehen auf einen Blick, welche Produkte in ihrer IT-Umgebung installiert sind und wie sie interagieren. Mit neuen Self-Service-Tools können Kunden ohne Supportanfragen stellen zu müssen bestimmte Aktionen selbst ausführen und ein Portal mit sorgfältig zusammengestellten Wissensressourcen nutzen. HPE Tech Care Service ermöglicht den Zugang zu HPE Ressourcen, die einen Beitrag für Operational Excellence und Leistungsoptimierung vom Edge bis zur Cloud leisten.
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CHF 148.06
Die für die Produkte angezeigten Preise verstehen sich ohne Steuern und Versandkosten.
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Maximieren Sie Ihr HPE 3Y Tech Care Basic wDMR Service HW Only
Telefonischer Zugang zu Experten und Servicefenster
Kunden können für die Erfassung von Supportfällen den HPE Support an sieben Tagen in der Woche rund um die Uhr telefonisch erreichen. Die Reaktionszeiten sind abhängig vom Service-Level des abgedeckten Produkts.
2 Stunden Standardreaktionszeit (Service Basic): Bei Supportanfragen zu Produkten, die von einem Basis-Servicevertrag abgedeckt werden, stellt HPE während des Servicefensters innerhalb von 2 Stunden telefonischen Support durch einen Produktspezialisten bereit. Außerhalb des Servicefensters eingehende Supportfälle werden am folgenden Abdeckungstag bestätigt.
Remote-Reaktion an neun Stunden pro Tag während der lokalen üblichen Geschäftszeiten von HPE, außer an Wochenenden und HPE arbeitsfreien Tagen, wenn HPE nicht explizit anderen Vereinbarungen zustimmt.
Support vor Ort am nächsten Geschäftstag: Außerhalb des Servicefensters eingehende Supportfälle werden am folgenden abgedeckten Tag bestätigt und am nachfolgenden Geschäftstag bearbeitet. Ausgenommen Wochenenden und HPE arbeitsfreie Tage, sofern nicht anders von HPE vereinbart.
Bei unkritischen Vorfällen kann HPE den Kunden innerhalb einer Stunde mit einer Produktfachkraft verbinden oder zurückrufen.
Online-Chat mit Experten und Antwort im Expertenforum
Online-Chat mit Experten: Kunden können einen Online-Chat mit einer spezialisierten technischen Fachkraft starten, um Fragen zu stellen, Hilfe oder allgemeine technische Beratung und Anleitung zu erhalten. Der Online-Chat mit Experten wird ermöglicht, damit Kunden schnelle Antworten auf technische Fragen zu Ihrem HPE Produkt erhalten.
Der Online-Chat mit Experten wird ausschließlich in englischer Sprache und nur innerhalb des Servicefensters angeboten und erfordert eine Registrierung des Benutzers im HPE Service Portal. Die Verfügbarkeit kann sich je nach Produkt unterscheiden. Weitere Informationen finden Sie auf hpe.com/services/expertchat oder wenden Sie sich an Ihren Vertriebsmitarbeiter von HPE vor Ort.
Antwort im Expertenforum: Kunden können in HPE Community-Foren Fragen stellen, Probleme beschreiben oder über die Verwendung von Produkten diskutieren. Alle ungeklärten Fragen, die im offiziellen HPE Community-Forum zu Produkten gestellt wurden, die von HPE Support-Services abgedeckt sind, werden innerhalb von zwei Geschäftstagen von HPE Produktspezialisten beantwortet.
Wenn in Forenbeiträgen Themen erwähnt werden, die im Rahmen von regulären Supportprozessen behandelt werden sollten, bittet HPE um die Erstellung eines formalen Supportfalls und hält die regulären Prozesse von HPE für das Vorfallmanagement ein.
Die Beantwortung durch die spezialisierte technische Fachkraft erfolgt ausschließlich in englischer Sprache und nur unter der Voraussetzung, dass der Benutzer beim HPE Service Portal registriert ist und über Serviceverträge verfügt.
Allgemeine technische Beratung und Anleitung
HPE bemüht sich, allgemeine technische Beratung und Anleitung zu Kundenfragen bezüglich der im Folgenden beschriebenen Schwerpunktthemen zu leisten, die den Betrieb und die Verwaltung der von HPE Tech Care Service abgedeckten Produkte des Kunden betreffen.
Allgemeine technische Beratung und Anleitung ist über die Kommunikationskanäle Telefon, Internet und Chat verfügbar, unterliegt dem im Servicevertrag definierten Servicefenster und wird als unkritischer Vorfall behandelt.
Allgemeine technische Beratung und Anleitung ist über die Kommunikationskanäle Telefon, Internet und Chat verfügbar, unterliegt dem im Servicevertrag definierten Servicefenster und wird als Vorfall mit der Dringlichkeitsstufe 3 behandelt.
Wenn ein Bezug zu den im Folgenden genannten/beschriebenen Themen besteht, weist HPE Wissensdokumente, Videos und grundlegende Artikel aus, um bei angesprochenen Themen zu helfen.
Unterstützung für proprietäre HPE Service-Tools
Für HPE Produkte, die von den proprietären HPE Service-Tools unterstützt werden, erbringt HPE Support- und Beratungsleistungen im Zusammenhang mit der Einrichtung, Konfiguration und Nutzung. Darüber hinaus erweitert HPE für diese unterstützten Produkte die allgemeine technische Beratung und Anleitung um Analysen und die damit verbundenen Events.
Im Hinblick auf konfigurierte HPE Produkte unterstützt HPE Kunden auf Wunsch mit Erläuterungen zu den von den proprietären Service-Tools von HPE übermittelten Problemen, Events und Informationen.
Wenn Analysen Empfehlungen bereitstellen, kann HPE die Analysen, die Empfehlung, und die nächsten besten Schritte gemäß der allgemeinen technischen Beratung bewerten.
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