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HPE Tech Care Service is the operational support service for HPE hardware and software products (including on-premises and as-a-service versions). HPE Tech Care Service can help IT teams focus on moving the business forward by proactively searching for better ways to do things, as opposed to just focusing on reactive issues.
HPE Tech Care Service enables direct access to product-specific specialists and provides general technical guidance to help Customers not only reduce risk but also find ways to do things more efficiently. HPE Tech Care Service Customers can access support through multiple channels that include telephone, a real-time chat facility, automated incident logging, and HPE moderated forums with defined response times. Customers gain access to expert technical resources with specialized knowledge in hardware and/or software within the context of the specific workload and can help the Customer avoid spending time answering triage or entitlement questions.
HPE Tech Care Service goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.
In addition to traditional technical support, HPE Tech Care Service includes access to the HPE service portal, an enhanced and personalized digital experience that provides actionable data about HPE products, service cases and support contracts covered under the HPE Tech Care Service. Customers can more easily manage their assets by recognizing the various products installed in the Customer’s environment and how these products interact with each other. New self-service tools allow Customers to perform certain activities without having to open a support incident, as well as providing a portal of curated knowledge resources. HPE Tech Care Service provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.
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Uzmanlara telefonla erişim
Müşteriler, destek olaylarını günlüğe kaydetmek için HPE desteği ile 7 gün 24 saat telefonla iletişime geçebilir. Yanıt süreleri kapsam dahilindeki ürünün hizmet düzeyine bağlıdır.
For severity 1 incidents, HPE aims to either connect the Customer to a product specialist or call the Customer back within 15 minutes. For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.
Enhanced Phone Response: Remote response 24x7; service is available 24 hours per day, 7 days per week including HPE holidays.
24x7 on-site coverage: 4-hour on-site response for covered hardware; service is available 24 hours per day, 7 days per week including HPE holidays.
Uzmanla çevrimiçi sohbet ve Forumda uzmandan yanıt
Uzmanla çevrimiçi sohbet: Müşteriler soru sormak, yardım almak veya genel teknik yönergeler için uzman bir teknik kaynakla çevrimiçi sohbet başlatabilir. Müşterilerin HPE ürünleri hakkındaki teknik sorularına hızlı yanıt alabilmesi için uzmanlarla çevrimiçi sohbet sağlanır.
Expert online chat is limited to English language only, requires that the user be registered with HPE service portal and is available during the service coverage window. Availability may vary for certain products. Refer to hpe.com/services/expertchat for details or contact your local HPE Sales rep.
Forumda uzmandan yanıt: Müşteriler, HPE topluluk forumlarına iletiler göndererek soru sorabilir, sorunlarını paylaşabilir veya ürünlerin kullanımıyla ilgili konuları tartışabilir. HPE ürün uzmanları, HPE Destek hizmetleri kapsamındaki ürünler için resmi HPE topluluk forumuna yöneltilen tüm çözülmemiş soruları iki iş günü içinde yanıtlar.
Where posts raise topics that should be addressed through standard support processes, HPE requests that a formal support incident is created and follows the standard HPE incident management processes.
The specialist technical resource response is limited to English language only and requires that the user be registered with HPE service portal and has registered service agreements.
Genel teknik rehberlik
HPE endeavours to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined in the following regarding the operation and management of the Customer’s products covered by HPE Tech Care Service.
Genel teknik rehberlik telefon, web ve sohbet iletişim kanallarından edinilebilir ve hizmet sözleşmesinin hizmet kapsamına tabi olarak kritik olmayan bir olay olarak değerlendirilir.
Aşağıda ayrıntıları verilen/açıklanan konularla ilgili olduğunda HPE, gündeme getirilen konularda yardımcı olmak için belgeler, videolar ve temel eğitim makaleleri gönderir.
HPE Proprietary Service Tool assistance
For HPE products that are supported by HPE Proprietary Service Tools, HPE provides support and advice for their setup, configuration, and usage. Further for those connected products, HPE extends general technical guidance to include analytics and the events and recommendations provided.
For configured HPE products, on request, HPE assists Customers to understand the issues, events, and information provided by HPE Proprietary Service Tools.
HPE InfoSight, cihaz kapsamı ve özellikleri hakkında daha fazla bilgiye infosight.hpe.com adresinden ulaşabilirsiniz
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