HPE Pointnext Tech Care
HPE Pointnext Tech Care is an entirely new service experience for your HPE products.
You gain fast access to product-specific experts, an AI-driven digital experience, and general technical guidance to enable constant innovation. We’ve reimagined IT support from the ground up to deliver faster answers and greater value. By continuously searching for better ways to do things—as opposed to just fixing things that break—HPE Pointnext Tech Care helps you focus on achieving your business goals.
The service delivers comprehensive support that includes:
• General technical guidance
• Product-specific experts
• An AI powered digital experience
A Personalised, Simplified Service Experience
HPE Pointnext Tech Care is personalized to anticipate needs, enable faster access to specialized expertise, deliver more self-help features, and provide general technical guidance to drive innovation. Learn how you can make a positive and tangible impact on your IT operating model and business. For more information, contact your HPE sales rep or authorized channel partner of choice.
Pointnext Tech Care Support Offerings
Regardless of your coverage window, incidents with covered hardware or software can be reported to HPE via telephone, web portal, chat, or forums as locally available. An automated equipment reporting event uses HPE electronic remote support solution 24 hours a day, 7 days a week.
For HPE products covered by HPE Pointnext Tech Care, HPE offers three service levels
Tech Care – Basic
Formerly Foundation & Proactive Care – NBD
Standard phone response
Remote response nine hours per day between 8:00 a.m. and 5:00 p.m. local time, standard business days5 excluding HPE holidays (coverage window).
2-hour call back from product specialist. Support incidents received outside the coverage window shall be acknowledged the following coverage day.
Next business day on-site coverage
On-site attendance the next standard business day, during standard business days between 8:00 a.m. and 5:00 p.m. local time, excluding HPE holidays (coverage window).
Next-business-day on-site response for covered hardware.4 Support incidents received outside the coverage window shall be acknowledged the next coverage day and serviced within the following coverage day.6
Tech Care – Essential
Formerly Foundation & Proactive Care – 24×7
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).
24×7 on-site coverage
On-site response 24×7; service is available 24 hours per day, 7 days per week including HPE holidays.
4-hour on-site response4 for covered hardware.
Tech Care – Critical
Formerly Foundation & Proactive Care – CTR
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.3 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.
Standard features of the HPE Pointnext Tech Care experience
Product-Specific Experts
To simplify operations and reduce unplanned downtime, HPE Pointnext Tech Care provides faster access to a technical resource that specializes in your specific product. You choose how you want to access this expertise—by phone, by chat, or through videos, moderated forums, and more. Matching the service experience with your particular product eliminates the need for multiple service options and complex escalations. We’ve automated and streamlined all break/fix activities so that your IT teams can spend more time focusing on driving the business forward.
General Technical Guidance
With HPE Pointnext Tech Care, you can gain expert technical advice for the operation and management of your products. Our experts augment skills gaps on your teams and can help your staff leverage best practices based on a knowledge base of thousands of other IT organizations. You have the freedom to engage experts beyond break fix by talking to an expert to brainstorm how to do things better, and by leveraging best practices and approaches to common issues.
AI-Driven Digital Experience
HPE Pointnext Tech Care leverages an AI driven operations framework to provide an entirely new customer experience. The new HPE Support Center enables digital engagement, multiple communication options, on-demand intelligence, enhanced self-solve solutions, and actionable AI insights. This means that you can simplify tasks like managing contracts, warranties, and cases. This new customer engagement platform recognizes who you are and what products you have installed, so you can quickly access personalized data. HPE InfoSight enables cloud-based machine learning, pattern recognition, log analysis, and capacity management warnings to provide predictive support that actively detects problems and either provides the solution automatically or facilitates opening a case to fix the problems tailored to the Customer’s operational requirements.
Please check out the HPE website for more info and contact us for quotes and questions.
Other Info: 3. Hardware call-to-repair time begins when the initial incident has been received and acknowledged by HPE or at the start time for work scheduled in agreement with the Customer, as specified in the Hardware call-to-repair section. Hardware call-to-repair time ends with HPE’s determination that the hardware is repaired, or when HPE has determined that no on-site intervention is required. For hardware cases originating from software incidents, call-to-repair time begins when HPE has made the determination that the cause is attributable to the covered HPE hardware. 4. On-site response time begins when the initial support incident has been received, acknowledged, and confirmed to be a hardware issue by HPE. The on-site response time ends when the HPE authorized representative arrives at your site, or when the reported event is closed with the explanation that HPE has determined that no on-site intervention is required. 5. HPE standard local business days and hours duration may vary based on geographical location. 6. Requests to schedule on-site attendance for outside the coverage window may incur additional cost and is subject to HPE availability.