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HPE 5Y Tech Care Essential Service HW Only
HPE Tech Care è il servizio di supporto operativo per i prodotti hardware e software HPE (incluse le versioni as-a-service e on-premise). Il servizio HPE Tech Care consente ai team IT di focalizzarsi sull’innovazione del business, attraverso la ricerca proattiva di migliori modalità operative, anziché limitarsi alla semplice risposta reattiva ai problemi.
Il servizio HPE Tech Care offre accesso diretto a specialisti dei singoli prodotti e a istruzioni tecniche generiche che favoriscono la riduzione dei rischi e agevolano i clienti nella costante ricerca di modalità operative più efficienti. I clienti del servizio HPE Tech Care possono ricevere assistenza tramite vari canali come telefono, chat in tempo reale, registrazione automatica degli incidenti e forum moderati da HPE con tempi di risposta definiti. I clienti possono consultare risorse tecniche esperte con competenze specifiche su componenti hardware e/o software nel contesto di un particolare carico di lavoro, sollevando il cliente dall’obbligo di rispondere a domande di valutazione o autorizzazione.
Il servizio HPE Tech Care va oltre il tradizionale supporto offrendo istruzioni tecniche generiche per l’operatività, la gestione e la sicurezza dei prodotti supportati.
Oltre all’assistenza tecnica tradizionale, il servizio HPE Tech Care include l’accesso al portale dei servizi HPE, un’esperienza digitale personalizzata e ottimizzata che fornisce dati immediatamente fruibili su prodotti HPE, casi di assistenza e contratti di supporto coperti dal servizio HPE Tech Care. I clienti possono gestire più facilmente i propri asset riconoscendo i vari prodotti installati nell’ambiente del cliente e le modalità di interazione reciproca di tali prodotti. Con i nuovi tool self-service i clienti possono eseguire determinate attività senza dover aprire una richiesta di supporto, nonché accedere a un portale di risorse didattiche selezionate. Attraverso il servizio HPE Tech Care, è possibile accedere a risorse HPE utili per promuovere l’eccellenza operativa e l’ottimizzazione delle prestazioni, dall’edge al cloud.
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Caratteristiche principali
Accesso telefonico alle competenze degli esperti
I clienti possono contattare il supporto HPE telefonicamente 24 ore al giorno, 7 giorni su 7 per segnalare incidenti di supporto. I tempi di risposta dipenderanno dal livello di servizio dei prodotti coperti.
Per gli incidenti di gravità 1, l’obiettivo di HPE è mettere in contatto il cliente con uno specialista del prodotto o richiamarlo entro 15 minuti. Per tutti gli altri incidenti, HPE potrebbe mettere in contatto il cliente con lo specialista del prodotto oppure richiamarlo entro 1 ora.
Risposta telefonica avanzata: Risposta da remoto 24x7; il servizio è disponibile 24 ore su 24, 7 giorni su 7, incluse le festività HPE.
Copertura in loco 24x7: risposta in loco entro 4 ore per l’hardware coperto dal servizio; il servizio è disponibile 24 ore su 24, 7 giorni su 7, incluse le festività HPE.
Chat online con gli esperti / Risposta su forum di esperti
Chat online con gli esperti: I clienti possono avviare una chat online con una risorsa tecnica specializzata per porre domande, ottenere assistenza o istruzioni tecniche generiche.
La chat online con gli esperti è disponibile soltanto in lingua inglese, richiede la registrazione dell’utente al portale dei servizi HPE ed è disponibile durante la finestra di copertura del servizio. La disponibilità per specifici prodotti può variare. Per i dettagli, visita la pagina hpe.com/services/expertchat o contatta l’agente commerciale HPE di zona.
La chat online con gli esperti è disponibile soltanto in lingua inglese e durante la finestra di copertura del servizio.
Risposta su forum di esperti: I clienti possono porre domande, segnalare problemi o discutere dell’utilizzo dei prodotti all’interno dei forum della HPE Community.
Nel caso di argomenti relativi a problemi che devono essere affrontati tramite procedure di supporto standard, HPE richiede la creazione di una richiesta di supporto formale e segue i tradizionali processi di gestione degli incidenti HPE.
La risposta della risorsa tecnica specializzata sarà disponibile soltanto in lingua inglese e prevede la registrazione dell’utente al portale dei servizi HPE e ai contratti di servizio.
Istruzioni tecniche generiche
HPE si impegna a fornire istruzioni tecniche generiche per domande e richieste dei clienti sugli specifici argomenti indicati di seguito e relative al funzionamento e alla gestione dei prodotti coperti dal servizio HPE Tech Care.
Le istruzioni tecniche generiche sono disponibili tramite vari canali di comunicazione, come telefono, Web e chat, dipendono dalla finestra di copertura del contratto di servizio e saranno gestite come incidenti di gravità .
Quando è correlato agli argomenti dettagliati/descritti di seguito, HPE identifica documenti della conoscenza, video e articoli della knowledge base per assistere con gli argomenti sollevati.
Assistenza per il tool di servizi proprietari HPE
Per i prodotti HPE supportati dai tool dei servizi proprietari di HPE, HPE offre supporto e consulenza per l’installazione, la configurazione e l’uso. Oltre ai prodotti connessi, HPE estende le istruzioni tecniche generiche includendo l’analisi, gli eventi e le raccomandazioni fornite.
Per i prodotti HPE configurati, su richiesta, HPE può supportare i clienti nella comprensione dei problemi, degli eventi e delle informazioni fornite dai tool dei servizi proprietari HPE.
Quando l’analisi include consigli associati alle informazioni sui carichi di lavoro di HPE InfoSight, HPE può fornire requisiti di idoneità dell’analisi, raccomandazioni e le azioni successive più efficaci in linea con le istruzioni tecniche generiche.
Per ulteriori informazioni: infosight.hpe.com
*I prezzi possono variare in base al rivenditore locale.
Ottieni consigli, risposte e soluzioni quando ti servono. Per domande generiche, scrivici all’indirizzo hpestore.quote-request@hpe.com