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Your HPE, Aruba and Nimble Storage service options
Service options
HPE Foundation Care Services
Choose HPE as your initial point of contact for all questions relating to hardware and software.
Modern IT environments are complex, and administrators need to deal with a wide range of different requirements. With HPE Technology Services, you can stay in contact at all times and focus on your business.
HPE Foundation Care Services includes hardware and software support, so problems with HPE products and products from other providers can be resolved more quickly.
The standard service levels were simplified to allow you to determine the right service level in accordance with your SLAs and available budget more quickly and conveniently.
HPE Software Support Services
Choose the service level that matches your requirements. The support offering allows you to choose from Basic or Standard. You also have the option to add Priority Support.
Enterprise Support Options:
Enterprise Basic
Investment protection through provision of product updates, patches and fixes;
Unlimited access to Software Support Online (SSO) for knowledge, documentation, and self-solve features;
Local business hours access to technical support engineers for assistance in resolving technical issues.
Enterprise Standard
Investment protection through provision of product updates, patches and fixes;
Unlimited access to Software Support Online (SSO) for knowledge, documentation, and self-solve features;
Round the clock access to technical support engineers for assistance in resolving technical issues.
Enterprise Priority
Priority incident routing/resolution/handling;
Co-ordination with 3rd party vendors;
Optional add-ons including Named Advanced Support Engineer, local language support and 30 minute response time for the highest impact technical issues.
HPE Proactive Care Services
In the case of migrating to convergent, virtualised and cloud-based environments, a reliable partner is required who can help to simplify complex structures, ensure stable IT operations and provide support for the entire environment, as well as always be on hand as a point of contact.
In the case of HPE Proactive Care Services, this is a flexible, comprehensive and cost-efficient service offering which combines intelligent technology and support and thus ensures improved performance. We work together with you and offer proactive advice and fast support as required.
Proactive Care includes both proactive and reactive hardware and software support, so you can enjoy full benefit from your IT investment. Our support solution is based on three principles for our services:
Customised: You have extended and faster access to technical expertise for rapid diagnosis and resolution of problems. An Account Support Manager (ASM) will offer you comprehensive support as your central point of contact.
Proactive: Leading remote support technology is used across the entire industry in the case of proactive care. This enables real-time monitoring and issuing of warnings for early diagnosis and resolution of problems, and ensures that downtime is avoided. HPE also draws up proactive analyses and recommendations for firmware and patches as well as health checks to cover potential risk.
Simplified: A central point of contact is available to ensure continuous handing of your case alongside an integrated spectrum of support elements. You can choose from three service levels for reactive hardware support. You can obtain Proactive Care Services at any time (at the time of purchase of HPE products or at a later time via a contract) and these can be used for all available components.
The aim of Proactive Care is to increase the availability and stability of IT environments and to reduce the time required for service and operation. This allows you to focus on business innovations.
HPE Proactive Select Services
We allow you to acquire the services you need at the right time for you and to customise them as you wish should your business needs change. With HPE Proactive Select, you have an Account Support Manager on hand who will provide you with a detailed overview of your IT environment in collaboration with your IT team and draw up an action plan based on this information to ensure that you achieve your objectives.
You can choose from over 100 service options, such as Blade Toolset Assessment or Virtualization Performance Audit. Learn how to get better control over your costs and speed up the introduction of new technologies. Use the expertise of experienced HPE service specialists to help you gain optimal benefit from your technology investment.
HPE Datacenter Care
Datacenter Care offers you just the support you need for your IT style. You will benefit from global services tailored to large companies so you can manage the IT environment with optimal service and prepare the migration to a hybrid cloud solution.
With Datacenter Care, HPE is setting new standards in support – based on the principles of simplicity, customisation and proactiveness. Datacenter Care is a flexible and comprehensive approach based on business relationships for customised support and management of heterogeneous data centres – including a structured framework for reproducible, verified and globally available “service elements”.
HPE has extensive support experience in complex environments and can call upon a global support partner network and technical expertise. With a single agreement, you receive the exact services your company needs, wherever and whenever.
Datacenter Care for Networking includes support services for network products with a central point of contact for reactive support and proactive services. You can resolve network issues very quickly and make use of expertise to set up a software-defined network. This may explain why seven of the leading eight communication service providers have opted for Datacenter Care.
Our mission-critical partnership customers regard Datacenter Care Service as a natural progression. Get in touch with your point of contact at HPE if you would like to learn more about how you can expand your mission-critical partnerships with Datacenter Care Service.
The key modules include:
- Dedicated account team for personal support
- Better call handling – direct contact to experts
- Reactive services specially for your systems
- Proactive services for forecasting and preventing problems
You can also avail of a range of optional services that meet your needs.
HPE GreenLake
HPE GreenLake enables you to scale your IT costs with your capacity needs. With consumption-based IT, SMEs as well as large corporations can manage their IT easily, securely and with great flexibility. And you can do this on premise: You retain full control over your own data center. HPE’s market-leading IT-as-a-Service offering thus gives you the same benefits as a public cloud, including scalability, efficiency and profitability.
With HPE GreenLake, public cloud services and infrastructure as-a-Service are utilized for local workloads and fully managed workloads in a pay-per-use model. The self-service portal enables organizations to rapidly deliver services, gain insights into costs and compliance, and simplify management across their hybrid environment.
HPE GreenLake brings the modern cloud experience to you wherever you need it – in data centers, multi-clouds and at the edge. You get the perfect solution at the right time, every time. All of this is conveniently managed for you as IT-as-a-Service.
Foundation Care for Aruba support services
Foundation Care offers flexible service levels for hardware and onsite support:
Next Business Day Exchange
- Next Business Day delivery of parts only
- 24×7 TAC (Technical Assistance Center) support
- Software Major Feature Releases, Maintenance & Patch Releases
- Aruba Support Portal Access
4 Hour Exchange
- 4 hour delivery of parts only
- 24×7 TAC support
- Software Major Feature Releases, Maintenance & Patch Releases
- Aruba Support Portal Access
Next Business Day (onsite)
- Parts and Next Business Day onsite response
- 9×5 (local business hours) TAC support
- Software Major Feature Releases, Maintenance & Patch Releases
- Aruba Support Portal Access
24×7 (onsite)
- Parts and 4 hr onsite response
- 24×7 TAC support
- Software Major Feature Releases, Maintenance & Patch Releases
- Aruba Support Portal Access
Call to Repair
- Parts and onsite labor, operational within 6 hours of call on critical outages
- 24×7 TAC support
- Software Major Feature Releases, Maintenance & Patch Releases
- Aruba Support Portal Access
Moreover, Specialized Foundation Care Offerings are available for select products:
24×7 Technical Support (TAC)
- For selected Switch families
- 24×7 TAC support
- Hardware Replacement provided under warranty
- Aruba Support Portal Access
24×7 TAC + Software
- For selected software products
- 24×7 TAC support
- Software Major Feature Releases, Maintenance & Patch Releases
- Aruba Support Portal Access
Hardware Only
- For selected hardware products
- Next Business Day Exchange or 24×7 Onsite
- Software Major Feature Releases, Maintenance & Patch Releases provided under software license
- Aruba Support Portal Access
HPE NIMBLE STORAGE SUPPORT SERVICES
There are four distinct service levels for HPE Nimble Storage support:
4-Hour On-site Parts Replacement
- 4-Hour On-site Parts Replacement
HPE will replace parts within support service level. - HPE Nimble Storage Technical Support
24×7 telephone and email assistance and 24×7 engineering escalation support. - Technical phone and email support is according to defined severity/priority levels:
P1: Not serving data or severe performance degradation > Telephone response in 30 minutes or less with immediate escalation to an HPE Nimble Storage technical engineer, if required.
P2: Performance degradation, intermittent software faults, network degradation, or single controller not operational > Telephone response in 2 business hours or less.
P3: Issue or defect causing minimal business impact > Telephone response in 8 business hours or less.
P4: Request for information; administrative requests > Next business day (Monday through Friday).
- Online Support Portal Access
Access to installation guide, user guide, and other relevant documentation.
- Access to Software Updates
Provide access to software updates when generally released by HPE to Customers under support.
4-Hour Parts Exchange
- Advanced Hardware Replacement within 4 hours
HPE will ship replacement parts in advance of receiving defective parts. - HPE Nimble Storage Technical Support
24×7 telephone and email assistance and 24×7 engineering escalation support.Technical phone and email support is according to defined severity/priority levels:
P1: Not serving data or severe performance degradation > Telephone response in 30 minutes or less with immediate escalation to an HPE Nimble Storage technical engineer, if required.
P2: Performance degradation, intermittent software faults, network degradation, or single controller not operational > Telephone response in 2 business hours or less.
P3: Issue or defect causing minimal business impact > Telephone response in 8 business hours or less.
P4: Request for information; administrative requests > Next business day (Monday through Friday).
- Online Support Portal Access
Access to installation guide, user guide, and other relevant documentation.
- Access to Software Updates
Provide access to software updates when generally released by HPE to Customers under support.
Next Business Day Parts Exchange
- Advanced Hardware Replacement by the next business day
HPE will ship replacement parts in advance of receiving defective parts. - HPE Nimble Storage Technical Support
24×7 telephone and email assistance and 24×7 engineering escalation support.Technical phone and email support is according to defined severity/priority levels:
P1: Not serving data or severe performance degradation > Telephone response in 30 minutes or less with immediate escalation to an HPE Nimble Storage technical engineer, if required.
P2: Performance degradation, intermittent software faults, network degradation, or single controller not operational > Telephone response in 2 business hours or less.
P3: Issue or defect causing minimal business impact > Telephone response in 8 business hours or less.
P4: Request for information; administrative requests > Next business day (Monday through Friday).
- Online Support Portal Access
Access to installation guide, user guide, and other relevant documentation.
- Access to Software Updates
Provide access to software updates when generally released by HPE to Customers under support.
Next Business Day with On-site Parts Replacement
- HPE Nimble Storage Technical Support
24×7 telephone and email assistance and 24×7 engineering escalation support.Technical phone and email support is according to defined severity/priority levels:
P1: Not serving data or severe performance degradation > Telephone response in 30 minutes or less with immediate escalation to an HPE Nimble Storage technical engineer, if required.
P2: Performance degradation, intermittent software faults, network degradation, or single controller not operational > Telephone response in 2 business hours or less.
P3: Issue or defect causing minimal business impact > Telephone response in 8 business hours or less.
P4: Request for information; administrative requests > Next business day (Monday through Friday).
- Online Support Portal Access
Access to installation guide, user guide, and other relevant documentation.
- Access to Software Updates
Provide access to software updates when generally released by HPE to Customers under support.
Optional service features
- On-site Spares Option
For eligible products, the Customer can purchase individual hardware component parts or entire hardware component kits for on-site stocking of spares for quick replacement. It is ideal for locations where a 4-hour parts replacement is desired but not available due to the Customer’s distance from a parts hub. - Defective Media Retention (DMR)
For eligible products, the DMR service feature option allows the Customer to retain defective hard disk or eligible SSD/flash drive components that the Customer does not want to relinquish due to sensitive data contained within the disk (disk or SSD/flash drive) covered under this service. All disk or eligible SSD/flash drives on a covered system must participate in the DMR.
Tesedi Worldwide Services
Due to different currencies, languages, contact persons and legal regulations, multinational service and support contracts are associated with great administrative effort. Tesedi Worldwide Services simplifies the management of maintenance contracts for business partners and their end customers across several countries:
- You only have one contact person,
- get one contract,
- avoid currency risk as everything is billed in one currency
- and you can also use your customary processes.
Tesedi can provide IT service and support for HPE, Aruba and Nimble Storage in over 60 countries around the world. We will be happy to send you the current list of countries on request (via the contact form).
Interested in finding out more?
Get in touch with us. We will show you how your company can also benefit from the experience and proven competence of Tesedi’s experts.
