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:
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.
Most organizations choose basic, enhanced, or premium support for the first three years of a hardware purchase. It is standard operating procedure for many IT organizations to purchase the warranty coverage alongside new hardware. However, these services can be added at any time via custom support contracts with your vendor.
Hardware Warranty vs. Business Support
Whilst the hardware warranty may sound attractive, does it meet the needs of your business? A warranty only provides hardware support if a product or component is found to be faulty, within a certain period. There are no guaranteed response times, time-to-repair commitments, or software support.
While the warranty guarantees replacement of the faulty product or component, what will be the impact on your business when a hardware malfunction occurs? For example, if your storage is configured for high availability with RAID, will you be able to wait for a replacement disk to be shipped to you? If your business depends on the technology or you are experiencing downtime—can your business afford to wait?
In addition, when a warranty replacement part does arrive, there may be no technical expertise provided, no installation and configuration assistance, and no commitment to return the system to the level of functionality and performance your business requires.
Is that what you’re looking for? Or does your business demand something better? Business support is available to help maintain your IT infrastructure along with your hardware warranty.
HPE Pointnext services are designed to allow you to concentrate on delivering business outcomes, relieving you from having to focus on maintaining
your IT infrastructure. We offer various options that allow you to choose the support that’s right for your IT, your budget, and your business.
If you’re currently relying only on hardware warranties, why not take a look at the following operational services, and see how they can make a difference to your business.
- HPE Foundation Care is designed to keep your devices up and running, with HPE experts available to assist when there is a problem. Foundation Care reduces the amount of time your IT team needs to troubleshoot, monitor, and remediate your HPE servers, storage, networking products, and commercial operating systems and hypervisors, while maintaining required levels of availability within budget and resource limitations.
- HPE Proactive Care allows you to focus on your business by providing proactive, higher-value support that helps improve the overall availability and stability of your IT systems. Your entire infrastructure stack is supported with services designed to reduce the number of issues you experience and rapidly resolve problems should they occur.
- HPE Proactive Care Advanced (PCA) offers even more value with the addition of an assigned local Account Support Manager (ASM), providing access to specialist technical resources who can offer tailored advice and share best practices to help optimize your IT operations. Should you experience a complex incident or downtime, HPE will assign a Critical Event Manager (CEM) to manage, monitor, and coordinate the end-to-end process—providing prompt and effective engagement of additional expertise if required—to ensure the fastest possible problem resolution. With systems running smoothly, your staff can focus on new projects and strategic business initiatives.
Your devices are connected to HPE for 24×7 monitoring, providing you with a view of your IT from anywhere and on any device. Data received is scrutinized and a meaningful, tailored analysis provides proactive recommendations for firmware and patch updates. Plus when devices are connected, pre-failure alerts are sent to help you avoid outages. Calls can be automatically logged and parts dispatched to replace defective components—often before you’re even aware of the problem!
Benefits of Support Contracts
Renewing support allows your IT organization to effectively plan and budget, while ensuring your support coverage does not lapse, and helps to avoid late renewal charges. It also allows you to keep your systems up to date with current upgrades.
Another benefit is the consolidation of renewal dates. As your IT environment continues to grow, Zunesis can help make the renewal process simpler and easier by consolidating renewal contracts and expiration dates, reducing the number of contracts and administrative costs.
If you are a current Zunesis customer, once your initial support contract is due to expire, Zunesis will notify you within 30-90 days of support expiration, and, assist in helping you select a renewal contract to meet your current support requirements.
As the dedicated Support Specialist for Zunesis, I’d be happy to work with you to review your existing environment, and to develop a plan to ensure that you have the confidence your equipment has the protection necessary to survive in today’s demanding IT world.
