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HPE 2 Year Post Warranty Tech Care Critical SN4700B 64Gb 16/16 64G SFP56 SAN Extension Switch SVC

H97N1PE

HPE 2 Year Post Warranty Tech Care Critical SN6610C 32Gb 24p 32Gb SW SFP+ FC Swch Service

H97E1PE

HPE 2 Year Post Warranty Tech Care Critical SN6610C 32Gb 24p 32Gb SW SFP+ FC v2 Swch Service

H97J1PE

HPE 2 Year Post Warranty Tech Care Critical SN6610C 8‑port 16/32GB SFP+ Switch with Licenses Service

H51E6PE

HPE 2 Year Post Warranty Tech Care Critical SN6640C 32Gb FC/FCIP Swch Service

H51J6PE

HPE 2 Year Post Warranty Tech Care Critical SN6700B 56/24 64Gb Prt Intk Switch Service

HX2L9PE

HPE 2 Year Post Warranty Tech Care Critical SN6700B 64Gb 56/24 24p Switch Service

HX2G9PE

HPE 2 Year Post Warranty Tech Care Critical SN6710C 64Gb 24/24 32Gb SW SFP+ FC Switch Service

H52D6PE

HPE 2 Year Post Warranty Tech Care Critical SN6710C 64Gb 24/24 64Gb SW SFP+ FC Switch Service

H52H6PE

HPE 2 Year Post Warranty Tech Care Critical SN6710C 64Gb SW SFP+ FC V2 Switch Service

H52V6PE

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Key Features

Phone access to experts

Customers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will depend on the service level of the covered product.

Enhanced phone response: Remote response 24x7; service is available 24 hours per day, 7 days per week including HPE holidays.

15-minute call back for severity 1 incidents, 1 hour for severity 2 and 3; where available direct phone access to product specialists without the need for a call back (all severities).

6-hour hardware call-to-repair: On-site response 24x7; service is available 24 hours per day, 7 days per week including HPE holidays. For severity 1 and 2 incidents, HPE returns the covered hardware to operating condition within six hours.2 For further details see Hardware call-to-repair.

Outage management: Remote response 24x7; service is available 24 hours per day, 7 days per week including HPE holidays. Available for severity 1 business impacting situations, HPE provides priority access to incident recovery specialists to expedite return to service.

Expert online chat and Expert forum response

Expert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.

Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.

Expert forum response: Customers can post questions, issues, or discuss usage of products within the HPE community forums. HPE product specialists respond within two business days to any unsolved questions raised within the official HPE community forum for products covered by HPE Support services.

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 Support Center and has linked service agreements.

Refer to hpe.com/services/expertchat for details or contact your local HPE Sales representative.

General technical guidance

HPE endeavors 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.

General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a noncritical incident.

General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a severity 3 incident.

When related to the topics detailed/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics raised.

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.

Where analytics provide recommendations, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.

For more information on HPE InfoSight, devices coverage, and capabilities, visit infosight.hpe.com

* Prices may vary based on local reseller.

How can we help

Get advice, answers, and solutions when you need them. For general questions, email us at hpestore.quote-request@hpe.com

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