Solution brief
What support is right for you?
HPE Technology Services support overview
HPE Technology Services support paired with connecting
products to HPE will help your IT be stable, reliable, and
efficient, so that you can focus more on your business and
less on daily maintenance. HPE offers a wide selection of
cost-effective, high-value, and easy-to-use support solutions
so you can choose the support level that meets your unique
needs. No matter what option you choose, you will get fast
access to the advanced technical skills of HPE professionals,
so problems are resolved faster. This guide provides
an overview of HPE support services. Use this guide to
determine which support packages are right for you.
Available support packages Collaborative support simplifies the support
experience and saves you time by helping to
Get coverage levels and response times that resolve issues faster. You don’t have to call
suit your needs—HPE Foundation Care multiple vendors, or wade through multiple
With HPE Foundation Care Services, support contacts for troubleshooting. You
you can save time by calling HPE first benefit from:
for comprehensive coverage. Meet your • A single HPE point of contact for hardware
availability commitments with a variety of and software technical support
coverage levels and response times, and
easily connect to HPE for faster problem • A simplified process to report IT issues; you
resolution. HPE Foundation Care Service place the first call to HPE, no matter what IT
offers comprehensive hardware and issue you’re reporting
software services aimed to help increase • Fast access to technical expertise for
the availability of your IT infrastructure. problem diagnosis and resolution
HPE technical resources work with your
IT team to help you resolve hardware and • For products covered by Foundation Care,
software problems with HPE and selected HPE offers three distinct service levels:
third-party products. For hardware products ––HPE Foundation Care Next Business Day
covered by HPE Foundation Care, the service Service
includes remote diagnosis and support, as well
as onsite hardware repair if it is required to ––HPE Foundation Care 24x7 Service
resolve an issue. For x86 servers, HPE offers ––HPE Foundation Care Call to Repair Service
collaborative support along with hardware
support, that gives a single point of contact • For Networking products, two additional
for issue diagnosis, troubleshooting and support levels are offered:
resolution of application of known solutions, ––Foundation Care 4-hour Exchange
before transferring the case to the third-party
software provider. This is provided even if they ––Foundation Care Next Business Day
did not buy the software license(s) from HPE. Exchange
Solution brief
Recommended HPE support packages
HPE Servers HPE Storage HPE Networking
Low-end High-end Low-end Midrange High-end Low-end High-end
Optimized Proactive Care Proactive Care Proactive Care Proactive Care Proactive Care Proactive Care Proactive Care
Advanced Advanced Advanced Advanced 24x7 Advanced
Standard Proactive Care 24x7 Proactive Care Proactive Care Proactive Care Proactive Care Foundation Care Proactive Care
Advanced 24x7 Advanced
Basic Foundation Care Proactive Care Foundation Care Proactive Care Proactive Care Foundation Care Foundation Care
Note: Recommended service levels are set in bold.
HPE support services are available in as 3, 4, and 5 year terms HPE packaged services, or as a support agreement.
Choose from three response times and be right for you. Proactive Care combines ASM has access to specialist technical skills
hardware coverage windows proactive and reactive support to help prevent both locally and remote when required to
The following hardware support coverage problems from occurring, and to rapidly complement the customer’s IT, to help with
windows and onsite response times are respond to any problems that do occur. In specialized projects or requirements.
available for both HPE Foundation Care and addition to reactive hardware and software
Proactive Care services. support, HPE Proactive Care includes: Connect to HPE
It is important to connect your devices to HPE to
• An enhanced call experience with rapid
Six hour, Call-to-Repair: our highest derive full advantage from your Proactive Care
connection to technical solution specialists
commitment and Proactive Care Advanced support services.
(TSS) who will manage your call from start
This level of support includes special parts Connecting products to HPE will help prevent
to finish.
handling, call management processes, and problems with: 24x7 monitoring, prefailure
staffing. You receive access to onsite service • Personalized proactive reports with analysis, alerts, rapid and accurate problem diagnosis,
24 hours per day, seven days per week, recommendations, and advice for: and automatic call logging and parts dispatch.
including HPE holidays. In addition, current data will be available for
––Firmware updates and software patching
the proactive reports that are part of Proactive
Four hour, 24x7: our broadest window ––Proactive scan (system health check) Care services. Lastly, with connected products,
This support level offers an onsite response you can have a dashboard to manage your IT
time of four hours. You receive access to ––Trend and incident reports
anywhere, anytime, from any device.
onsite service 24 hours per day, seven days • Enhanced escalation management, if needed.
per week, including HPE holidays.
HPE Proactive Care Advanced Find out what’s right for you
Next Business Day: our most affordable option Proactive Care Advanced expands on and
This support level carries a higher priority includes everything that Proactive Care If you have questions regarding these
than warranty calls. You get access to onsite offers. Personalized and proactive, Proactive support packages or the response times and
service during HPE standard business hours Care Advanced is designed to help maximize hardware coverage available for them—or any
on standard business days. Known as 9x5 the benefits from your HPE IT investments, additional support service options offered by
support, this service is available nine hours per maintain peak performance and stability, help HPE that may better suit your needs—please
day, between 8:00 a.m. and 5:00 p.m. local time, achieve business and IT project objectives, choose the “Contact me about additional
Monday through Friday, excluding HPE holidays. reduce operational costs, and allowing IT staff options” selection from the “Upgrade to a
to focus on business growth and innovation. higher support package?” dropdown menu.
Get ahead of the game: HPE Proactive Care With Proactive Care Advanced, you will work
Could your business lose revenue or with an assigned, local Account Support A customer care specialist will contact you
customers if key systems were to become Manager (ASM) for personalized technical to provide guidance on selecting the most
unavailable? If so, HPE Proactive Care may and operational advice. In addition, you will appropriate choice for you.
have access to best practices and expertise
across technologies, gleaned from HPE’s Learn more at
many years of technical experience. Your hpe.com/services/support
Sign up for updates
© Copyright 2014–2016 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change
without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty
statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.
4AA5-0843ENW, October 2016, Rev. 3
