HPE 3-year Tech Care Essential DL360 Gen11 Smart Choice Service H44ZBE

HPE 3-year Tech Care Essential DL360 Gen11 Smart Choice Service H44ZBE

HPE 3 Year Tech Care Essential DL360/DL365 Gen11 Smart Choice Service

Eligible for sale with Smart Choice servers!

HPE Tech Care Service provides operational support for HPE hardware and software, both on-premises and as-a-service. HPE Tech Care Service helps IT teams to focus and grow their core business by proactively seeking improvements rather than just addressing reactive issues. This service offers direct access to product-specific specialists, general technical guidance, and multiple support channels, including phone, real-time chat, automated incident logging, and HPE moderated forums. Customers benefit from expert resources, avoid time-consuming triage questions, and receive guidance on the operation, management, and security of their products. Additionally, the service includes access to an enhanced HPE service portal offering actionable data, asset management, self-service tools, and curated knowledge resources.

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.
• 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.

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.
• 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.
• 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 service portal and has registered service agreements.

General technical guidance

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

Specifications

Support service type: HPE Tech Care Service

Service method: Hardware Onsite

Duration (term): 3 Years

Warranty coverage: In Warranty