HPE 4 Year Tech Care Critical for 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

Phone access to experts

Enhanced phone response: Remote response 24×7; 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 24×7; 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 24×7; 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.

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

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.

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.

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

Documents

• Software Product List for HPE Collaborative Support and Collaborative Assistance