HPE 3 Year Tech Care Basic Exchange MSL 2024 0

Lifecycle

• Obsolete Date 31-12-2099

Overview

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.

Features

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.

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.

Hardware Exchange Service: Replacement part/product delivery the next standard business day

The Hardware Exchange Service is available for HPE Tech Care Service on Basic Exchange and Essential Exchange service levels only, covers products that can easily be shipped and on which Customers can restore data from backup files.

For calls received before 2:00 p.m. local time, HPE standard business days, excluding HPE holidays, HPE will ship a replacement product to the Customer’s site for delivery on the next business day after the service request has been received and acknowledged by HPE.

Service calls received after 2:00 p.m. local time will be logged the next business day and serviced within the following business day. Delivery time may vary based on geographic location. All hardware replacement product delivery times are subject to local availability.

Excluding weekends and HPE holidays, unless otherwise agreed by HPE.

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.

2-hour standard response (Basic service): For calls on products covered by a basic service agreement, HPE shall provide a 2-hour phone response from a product specialist during the coverage window. Support incidents received outside coverage window shall be acknowledged the following coverage day.

Next business day on-site coverage: Next-business-day on-site response for covered hardware. Support incidents received outside the coverage window shall be acknowledged the next coverage day and serviced within the following coverage day.

Standard phone response: Remote response nine hours per day during local HPE standard business hours, excluding weekends and HPE holidays, unless otherwise agreed by HPE.

2-hour call back from product specialist. Support incidents received outside the coverage window shall be acknowledged the following coverage day.

HPE Proprietary Service Tool assistance
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.

For configured HPE products, on request, HPE assists Customers to understand the issues, events, and information provided by HPE Proprietary Service Tools.

Compatible products

• HPE Storage MSL2024 Tape Library 1x MSL LTO-8 SAS Drive 15x LTO-8 30TB Data Cartridges
• HPE StoreEver MSL2024 0-drive Tape Library