REDEFINING THE SERVICE EXPERIENCE WITH HPE POINTNEXT TECH CARE

Hewlett Packard Enterprise recently started transitioning their support offerings from HPE Foundation Care and Proactive care to HPE Pointnext Tech Care.  This new service goes beyond problem identification and resolution by helping customers get the most from their HPE technology. New innovations include fast multi-channel access to product-specific experts, an AI-driven digital experience, and general technical guidance to help customers achieve operational efficiency.

 

 

Standard features of the HPE Pointnext Tech Care experience

Product-Specific Expertise
Gone are the days of navigating complex escalations. With HPE Pointnext Tech Care, you get fast access to experts who specialize in the specific product you need support on. You can also benefit from HPE-assisted forums for community sharing, best practices and answers to common questions. And HPE’s library of hundreds of videos and configuration guides developed by HPE engineers will help to enable quick self-resolution of many issues.

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 delivers a data-driven and modern customer experience, featuring a powerful AI-based virtual agent, personalized task alerts and self-serve digital case management. The experience is optimized by the data coming from your HPE products, helping you to take action as quickly as possible. Streamline contract and warranty management by receiving faster and more complete visibility of your services and what resources are available to you. And HPE’s unique Visual Remote Guidance augmented-reality support can help on-site staff work with remote experts to get to solutions faster.

 

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 tailored to the Customer’s operational requirements:

Basic

  • 2-hour response 9×5 (standard business hours) Next business day on-site attendance

Essential: 

  • 15-minute response 24×7 for severity 1 incidents (direct connect to product specialist where available)
  • 24×7 4-hour on-site attendance

Critical:

  • 15-minute response 24×7 for severity 1 incidents (direct connect to product specialist where available)
  • Outage management for severity 1 incidents
  • 24×7 6-hour hardware repair commitment (where applicable)

 Optional features include

  • DMR (Defective media retention)
  • CDMR (Comprehensive Defective media retention)
  • Preventive maintenance (only with HPE contractual services)
  • Hardware Exchange Service

All service levels provide 24×7 access to online self-serve and self-solve capabilities and 24×7 incident logging.  For supported devices, 24×7 HPE InfoSight analytics and automated incident submission are available.

 

HPE Pointnext Complete Care

HPE Pointnext Complete Care is a modular, edge-to-cloud IT environment service. It provides a holistic approach to optimizing your entire IT environment. It works to achieve agreed upon IT outcomes and business goals through a personalized and customer-centric experience. All delivered by an assigned team of HPE Pointnext experts. 

For assistance with selecting current support, please see the guide, below:

 

hpe pointnext tech care

 

Our Renewals and Professional Services Team at Zunesis is available to assist you. We identify the best service level and options for your unique environment.  If you are a current Zunesis customer, we will notify you within 30-90 days of support expiration. We will assist in helping you select a customized service level to meet your support requirements. Contact Zunesis with any questions you may have.

 

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