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HPE 5Y Tech Care Critical 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 1'567.27
Die für die Produkte angezeigten Preise verstehen sich ohne Steuern und Versandkosten.
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Telefonischer Zugang zu Experten
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.
Erweiterte telefonische Reaktion: Remote-Reaktion (24x7); Service ist 24 Stunden am Tag an 7 Tagen in der Woche verfügbar – auch an bei HPE arbeitsfreien Tagen.
Rückruf innerhalb von 15 Minuten bei Vorfällen der Dringlichkeitsstufe 1, innerhalb von 1 Stunde bei Vorfällen der Dringlichkeitsstufe 2 und 3; sofern verfügbar, direkter telefonischer Zugang zu Produktspezialisten ohne Rückrufnotwendigkeit (alle Dringlichkeitsstufen).
6 Stunden Call-to-Repair für Hardware: Vor-Ort-Reaktion (24x7); Service ist 24 Stunden am Tag an 7 Tagen in der Woche verfügbar – auch an bei HPE arbeitsfreien Tagen. Bei Vorfällen der Dringlichkeitsstufen 1 und 2 macht HPE die abgedeckte Hardware innerhalb von 6 Stunden wieder betriebsbereit.2 Weitere Details finden Sie im Abschnitt Call-to-Repair-Zeit für Hardware.
Ausfallmanagement Remote-Reaktion (24x7); Service ist 24 Stunden am Tag an 7 Tagen in der Woche verfügbar – auch an bei HPE arbeitsfreien Tagen. Verfügbar für Situationen der Dringlichkeitsstufe 1, die sich auf den Geschäftsbetrieb auswirken; HPE gewährt vorrangigen Zugang zu Störfallspezialisten, um die Betriebsbereitschaft schneller wiederherzustellen.
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.
Komplexe Fragen, die detaillierte Antworten erfordern, können bei Bedarf zu Supportfällen ausgeweitet werden. Der Online-Chat mit Experten wird ausschließlich in englischer Sprache und nur innerhalb des Servicefensters angeboten.
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 durch Forenbeiträge Themen angeschnitten werden, die im Rahmen von standardmäßigen Supportprozessen behandelt werden sollten, bittet HPE um die Erstellung eines formalen Supportfalls und hält die standardmäßigen HPE Prozesse für das Störungsmanagement ein.
Die Beantwortung durch die spezialisierte technische Fachkraft erfolgt ausschließlich in englischer Sprache und nur unter der Voraussetzung, dass der Benutzer beim HPE Support Center registriert ist und mit ihm Serviceverträge verknüpft sind.
Weitere Informationen finden Sie auf hpe.com/services/expertchat oder wenden Sie sich an Ihren lokalen HPE Vertriebsmitarbeiter.
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.
Hintergrundinformationen zu HPE InfoSight, Geräteabdeckung und Funktionen finden Sie auf infosight.hpe.com
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