- Volver a la tienda
- Servicios y soporte
- Servicios de Tecnología
- Hardware Software Combo Support Service
- HPE 5Y Tech Care Basic Service HW Only
HPE 5Y Tech Care Basic Service HW Only
El servicio HPE Tech Care es el servicio de soporte operativo para los productos de hardware y software de HPE (incluidas las versiones locales y como servicio). El servicio HPE Tech Care ayuda a los equipos de IT a centrarse en hacer avanzar el negocio buscando de forma proactiva la manera de hacer mejor las cosas, en lugar de tener que dedicarse tan solo a reaccionar ante los problemas de forma reactiva.
El servicio HPE Tech Care habilita el acceso directo a especialistas en productos concretos y proporciona asesoramiento técnico general para ayudar a los clientes no solo a reducir el riesgo, sino también a buscar nuevas formas de actuar de manera más eficiente. Los clientes del servicio HPE Tech Care pueden acceder al soporte a través de diversos canales, que incluyen el teléfono, chat en tiempo real, un registro automatizado de incidencias y foros moderados por HPE con tiempos de respuesta definidos. Los clientes obtienen acceso a recursos técnicos expertos con conocimientos especializados en el hardware o software, en el contexto de la carga de trabajo específica, lo que evita que tengan que dedicar tiempo a responder a preguntas de triaje o sobre si quien llama es la persona adecuada para solicitar el servicio.
El servicio HPE Tech Care va más allá del soporte tradicional al ofrecer asesoramiento técnico general para el funcionamiento, la gestión y la seguridad del producto cubierto.
Además del soporte técnico tradicional, el servicio HPE Tech Care incluye acceso al portal de servicios HPE, una experiencia digital personalizada y mejorada que ofrece datos procesables sobre los productos, casos de servicio y contratos de soporte de HPE cubiertos por el servicio HPE Tech Care. Los clientes pueden gestionar fácilmente sus activos al reconocer los distintos productos instalados en sus entornos y cómo interactúan entre sí. Las nuevas herramientas de autoservicio permiten a los clientes realizar determinadas actividades sin necesidad de abrir una incidencia de soporte, y les proporcionan, además, un portal de recursos de conocimiento supervisados. El servicio HPE Tech Care proporciona acceso a los recursos de HPE, que impulsan la excelencia de las operaciones y optimizan el rendimiento, del extremo a la nube.
Los precios mostrados los ha proporcionado el distribuidor y no incluyen impuestos ni gastos de envío aplicables
- Especificaciones rápidas
-
Ofertas Servicios
Características
Detalles del servicio
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HPE 5 Year Tech Care Basic DL20 Gen10 Plus HW Service
HPE 5 Year Tech Care Basic MSL 2024 0 Drives Service
HPE 5 Year Tech Care Basic DL180 Gen10 Service
HPE 5 Year Tech Care Basic DL160 Gen10 Service
HPE 5 Year Tech Care Basic Proliant DL365 Gen10 Plus Service
HPE 5 Year Tech Care Basic ML350 Gen 11 HW Service
HPE 5 Year Tech Care Basic DL325 GEN11 Service
HPE 5 Year Tech Care Basic Proliant DL385 Gen10 Plus V2 Service
HPE 5 Year Tech Care Basic DL360 Gen11 HW Service
HPE 5 Year Tech Care Basic DL560 Gen10 Service
Principales características
Acceso telefónico a expertos y periodo de cobertura
Los clientes pueden ponerse en contacto con el soporte de HPE las 24 horas del día, los 7 días de la semana, para registrar incidencias de soporte. Los tiempos de respuesta dependerán del nivel de servicio del producto cubierto.
Respuesta estándar en 2 horas (servicio Basic): Para llamadas sobre productos cubiertos por un acuerdo de servicio Basic, HPE ofrecerá una respuesta telefónica en el plazo de 2 horas a cargo de un especialista de producto durante el período de cobertura. Se acusará recibo de las incidencias de soporte recibidas fuera del período de cobertura al siguiente día de cobertura.
Respuesta remota nueve horas al día durante el horario laboral estándar local de HPE, excluidos fines de semana y días festivos de HPE, salvo que HPE disponga lo contrario.
Cobertura in situ al siguiente día laborable: las incidencias de soporte recibidas fuera del periodo de cobertura se registrarán el día siguiente para el que el cliente tenga cobertura, plazo en el que se realizará el servicio. Excluidos fines de semana y días festivos de HPE, salvo que HPE disponga lo contrario.
Para cualquier otra incidencia, HPE puede conectar al cliente con un especialista de producto o devolverle la llamada en el plazo de una hora.
Chat en línea con expertos / Respuestas en foro de expertos
Chat en línea con expertos: Los clientes pueden iniciar un chat en línea con un recurso técnico especializado para formular preguntas, obtener ayuda o recibir asesoramiento
técnico general.
El chat en línea con expertos se ofrece exclusivamente en inglés, requiere que el usuario esté registrado en el portal de servicios de HPE y se encuentra disponible durante el período de cobertura del servicio. La disponibilidad puede variar para ciertos productos. Consulta hpe.com/services/expertchat para obtener más detalles o contacta con tu representante de ventas de HPE local.
Respuestas en foro de expertos: Los clientes pueden publicar preguntas y problemas o consultar el uso de productos en los foros de la comunidad de HPE.
Cuando las publicaciones planteen temas que deberían abordarse mediante procesos de soporte estándares, HPE solicitará que se cree una incidencia de soporte formal y se sigan los procesos de gestión de incidencias de HPE estándares.
La respuesta del recurso técnico especializado se ofrecerá exclusivamente en inglés y requiere que el usuario se encuentre registrado en el portal de servicios de HPE y disponga de acuerdos de servicio registrados.
Asesoramiento técnico general
HPE se esfuerza en responder con asesoramiento técnico general a las preguntas y consultas del cliente específicamente vinculadas con las áreas de interés descritas a continuación en relación con el funcionamiento y la gestión de los productos del cliente cubiertos por el servicio HPE Tech Care.
El asesoramiento técnico general se encuentra disponible a través de comunicaciones telefónicas, por web y chat, con arreglo al período de cobertura de servicio del acuerdo de servicio. Se tratarán como incidencias de severidad.
El asesoramiento técnico general se encuentra disponible a través de comunicaciones telefónicas, por web y chat, con arreglo al período de cobertura de servicio del acuerdo de servicio. Se tratarán como incidencias de severidad 3.
La respuesta de los recursos técnicos especializados solo se proporciona en idioma inglés y requiere que el usuario esté registrado en HPE Support Center y tenga acuerdos de servicio vinculados.
Asistencia en herramientas de servicios exclusivos HPE
Para productos de HPE compatibles con las herramientas de servicios exclusivos de HPE, HPE ofrece soporte y asesoramiento en materia de instalación, configuración y utilización. Además, para los productos conectados, HPE amplía el asesoramiento técnico general con el fin de incluir análisis, así como los eventos y recomendaciones que proporciona.
Para productos de HPE configurados, HPE ayuda a los clientes, previa petición, a comprender los problemas, los eventos y la información que proporcionan las herramientas de servicios exclusivos de HPE.
Cuando los análisis proporcionan sugerencias, HPE puede ofrecer la cualificación del análisis, la recomendación, así como las siguientes acciones generales recomendadas en línea con el asesoramiento técnico general.
* Los precios pueden variar según el distribuidor local.
Obtén asesoramiento, respuestas y soluciones cuando lo necesites. Para preguntas generales,envíanos un correo electrónico a la dirección hpestore.quote-request@hpe.com