HPE Tech Care
HPE Tech Care offers state-of-the-art and comprehensive IT support for companies. From identifying to solving problems, efficient processes, dedicated contacts and customer focus to ensure optimal results. HPE Pointnext Tech Care Service goes beyond repairing hardware. The aim is to optimize the use of HPE products for the benefit of the entire company.
HPE Tech Care is available for hardware and also for software (on premise and as-a-service).
As part of HPE Pointnext Tech Care, HPE offers various service level options. Different response times and on-site services are available depending on the company’s requirements. HPE Tech Care is available in the following three variants:
- HPE Tech Care Critical
- HPE Tech Care Essential
- HPE Tech Care Basic
HPE Tech Care Support-Packages
We offer you optimized support packages based on HPE Tech Care. Benefit from competitive conditions and particularly fast response times.
Critical
HPE Tech Care Critical offers the highest level of security that HPE can currently provide. This includes the following services:
- Extended telephone availability with callback within 15 minutes for severity level 1
- Rapid hardware repair within 6 hours
- Emergency management for severity 1 incidents
- Direct connection to the product specialist, if available
Essential
HPE Tech Care Essential extends the basic support with improved telephone availability and 24/7 on-site support. Additional services:
- Callback within 15 minutes for severity level 1
- Direct connection to the product specialist, if available
Basic
HPE Tech Care Basic is the standard support package from HPE. It includes:
- Callback within 2 hours by product specialist
- On-site visit for repair on the next business day
With our extended Tech Care support packages, we offer you various improvements such as shorter response times and guaranteed repair times, even for EOL hardware. Full details can be found in the descriptions at the bottom of this page.
The main benefits of HPE Tech Care
HPE Tech Care offers support via various channels
Tier-less support without complicated escalation
Specialized AI ensures that all requests go straight to the right place. This means that you always have the right contact person for every problem, who manages the case from start to finish. Complicated escalations from service level to service level are no longer necessary.
HPE Tech Care – Support offers at Hardwarewartung.com
We offer optimized support packages based on HPE Tech Care. Your advantages:
- Lower price
- Faster response times
- Top availability
HPE Tech Care service catalog
The HPE Tech Care service catalog is divided into general services, hardware services and software services.
General services
- Telephone support from experts
- Support via online chat with experts
- Answers in the expert forum
- General technical advice and guidance
- Support through proprietary HPE service tools
- Proactive alerts
- Automated logging of incidents
- Use of the HPE Service Portal
- Use of the HPE knowledge base
- Outage management
Hardware services
- Remote troubleshooting and support
- On-site hardware support
- Spare parts and materials
- HPE Visual Remote Guidance (VRG) for video live streaming and voice messages
- Digital HPE dashboards for analysis
- Firmware updates for selected products
- Collaborative Support and Collaborative Assistance in cooperation with the customer or an ISV
- Regular maintenance
- Call-to-Repair
Software services
- License-to-use software updates
- Installation consulting
- Software support
- Support for functionality and use of the software
- Product and documentation updates
Optional services
- Hardware Data Security such as retention of defective data media (DMR – Defectice Media Retention)
- Preventive maintenance
- Hardware Exchange Service
Service level options for HPE Tech Care Service
HPE Tech Care Critical Service | ||
|---|---|---|
| Service | Service window | Service description |
| Extended telephone response | Remote 24/7, available daily and around the clock - even on non-working days | Severity level 1: Callback within 15 minutes Severity levels 2 and 3: Callback within one hour All severity levels: Direct telephone access to product specialists (if available) |
| 6 hours Call-to-Repair füor Hardware | On-site response 24/7, available daily and around the clock - even on non-working days | Severity levels 1 and 2: Hardware is made ready for operation within six hours |
| Emergency management | Remote response 24/7, available daily and around the clock - even on non-working days | Severity level 1 for situations that affect business operations. Priority access to incident specialists |
Our extended Tech Care Critical package provides the following
- Service times: 24/7
- On-site service within four hours
- Guaranteed repair times: four or six hours, depending on the option
- Also for EOL hardware
HPE Tech Care Essential Service | ||
|---|---|---|
| Service | Service window | Service description |
| Extended telephone response | Remote response 24/7, available daily and around the clock - even on non-working days | Severity level 1: Callback within 15 minutes Severity levels 2 and 3: Callback within one hour All severity levels: Direct telephone access to product specialists (if available) |
| 24/7 On-Site Support | On-site response 24/7, available daily and around the clock - even on non-working days | On-site response within four hours for hardware |
Our extended Tech Care Essential package provides the following
- Service times: 24/7
- On-site service within four hours
- Guaranteed repair times: eight hours or next business day, depending on option
- Access to 3rd level
- Also for EOL hardware
HPE Tech Care Basic Service | ||
|---|---|---|
| Service | Service window | Service description |
| Standard telephone response | Remote response nine hours per day during normal local HPE business hours. Weekends are not covered by HPE unless otherwise agreed with HPE | Callback within two hours by a product specialist Support cases received outside the support window will be confirmed on the next business day of coverage |
| On-site support on the next business day | On-site support takes place on the next regular business day. Excluded are weekends and HPE rest days, unless otherwise agreed with HPE. | On-site response on the next business day for covered hardware. Support cases received outside the support window will be confirmed and processed on the next business day. |
Our extended Tech Care Basic package provides the following
- Service hours: Mon – Fri 08:00 to 17:00
- On-site service: options for four hours or Next Business Day
- Access to 3rd level
- Also for EOL hardware
HPE Tech Care Hardware Exchange Service
The HPE Tech Care Hardware Exchange Service comprises two service level options. These cover not only hardware, but also software.
Travel zones for HPE Support
The specified response times apply to locations within 160 kilometers of a support hub designated by HPE. There are no additional costs up to 320 kilometers away.
At Hardwarewartung.com, there are no restrictions on response times or repair times in Europe. Our SLAs apply throughout Europe.
The different severity levels at HPE Tech Care
HPE defines different levels of severity for incidents. This determines the response time or the repair time. When an incident occurs, the customer defines the severity level. This is then agreed between HPE and the customer.
- Severity level 1: critical impact on business operations: example: crash of the production environment
- Severity level 2: limited impact or risk to business operations. Example: Certain functions of the production system are not available, but the system as a whole is running.
- Severity level 3: no impact on business operations: Example: Problems with a test system
HPE Tech Care from Hardwarewartung.com
Hardwarewartung.com offers Tech Care packages for all HPE device types at any age. Also for end of life hardware. We are a maintenance specialist and can offer the service far more flexibly and also up to 50% cheaper than through HPE Channel Sales.
