HPE Pointnext Tech Care Critical Service with Defective Media Retention Post Warranty - Extended service agreement - parts and labor - 2 years - on-site - 24x7 - repair time: 6 hours
HPE Pointnext Tech Care (HPE Tech Care) is the operational support experience for HPE hardware and software products (HPE products). HPE Tech Care helps 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 goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone, HPE moderated forums with defined response times, automated incident logging, and a real-time chat facility. The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload. The service provides access to expert technical resources with specialized knowledge in the hardware and or software within the context of the specific workload and avoids the Customer spending time answering sometimes unnecessary triage or entitlement questions.
HPE Tech Care goes beyond traditional support by offering General Technical Guidance for the operation, management, and security of the supported product.
HPE Support Center provides an enhanced and personalized digital experience that helps Customers 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 provides access to HPE resources who will help drive operational excellence and performance optimization from edge to cloud.
- Remote problem diagnosis and support
- On-site hardware support
- Replacement parts and materials
- HPE Visual Remote Guidance (VRG)
- HPE InfoSight dashboards
- HPE InfoSight workload insights
- Firmware updates for selected products
- Collaborative Support and Collaborative Assistance
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Comprehensive service agreement
The service agreement covers all required parts and labor, ensuring that any necessary components are handled without additional cost to the customer.
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24/7 service availability
The service is available around the clock, providing essential support whenever it is needed, be it day or night.
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Swift response time
A commitment to a 15-minute response time for severity level 1 incidents ensures urgent matters are addressed promptly.
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Efficient repair process
Repairs are typically completed within 6 hours, significantly reducing potential downtime for critical systems.
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Remote troubleshooting
The addition of remote diagnosis allows technicians to identify and troubleshoot issues quickly, often without the need for a site visit.
