HPE 5Y TC Bas DL360G10+ SVC

Lifecycle

• Obsolete Date 31-12-2099

Overview

HPE Pointnext Tech Care (HPE Tech Care) is the operational support experience for HPE hardware and software products (HPE products). HPE Tech Care helps 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 goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone, HPE moderated forums with defined response times, automated incident logging, and a real-time chat facility.

Features

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 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.

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.

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 InfoSight assistance

For HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.

Further for those connected products, HPE extends general technical guidance to include HPE InfoSight analytics and the alerts and recommendations provided.

For configured HPE products, on request, HPE assists Customers to understand the issues, alerts, and information provided by HPE InfoSight.

Where analytics provide recommendations included in HPE InfoSight workload insights, 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

Phone access to experts
Expert online chat and Expert forum response

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.

15-minute 24×7 enhanced response (Critical and Essential service levels) For severity 1 critical 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.

2-hour standard response (Basic service level) 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.

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.

Compatible products

• HPE DL360 Gen10+ 4314 1P 32G NC 8SFF Svr
• HPE DL360 G10+ 4309Y MR416i-a NC Svr
• HPE DL360 G10+ 4310 MR416i-a NC 8SFF Svr

Documents

• HPE Outage Management brochure
• HPE Pointnext Complete Care
• Partner AAS Acceleration Workshop
• HPE Pointnext Tech Care brochure
• HPE GreenLake for HPE SimpliVity service brief
• Shift to Digital Transforms Construction Management at Interoc case study
• Transforming Database Operations with Nutanix and HPE
• HPE GreenLake delivers VMware cloud foundation and HPE Synergy service brief
• HPE Installation and Startup Service for VMware vSphere with Operations Management
• Unlock the value of your databases
• HPE Basic Implementation SVC for Hadoop – Datasheet
• HPE Partner Branded Support data sheet
• HPE Service Credits data sheet
• Modern platform for better end-user experiences solution brief
• Bring the cloud to your apps and data – HPE GreenLake with Nutanix for Private Cloud solution brief
• HPE Multivendor Support Service – The Power of One service overview
• HPE Functional Equivalent (FE) Parts – the right choice if the part you need has gone EOL infographic
• HPE Maintenance Schedules – Public – HPE Lifecycle Services