Phone access to experts and Coverage Window
Customers may contact HPE support by telephone 24 hours a day, 7 days a week to log support incidents. Response times depend on the service level of the covered product.
2-hour standard response (Basic service): For calls on products covered by a basic service agreement, HPE will provide a 2-hour phone response from a product specialist during the coverage window. Support incidents received outside the coverage window will be acknowledged on the following coverage day.
Remote response: nine hours per day during local HPE standard business hours, excluding weekends and HPE holidays, unless otherwise agreed by HPE.
Next business day on-site coverage: Support incidents received outside the coverage window will be acknowledged the next coverage day and serviced within the following coverage day, excluding weekends and HPE holidays, unless otherwise agreed by HPE.
For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.
Expert online chat and Expert forum response
Expert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or receive general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.
Expert online chat is limited to English language only, requires the user to be registered with the HPE service portal, and is available during the service coverage window. Availability may vary for certain products. Refer to hpe.com/services/expertchat for details or contact your local HPE Sales representative.
Expert forum response: Customers can post questions, issues, or discuss product usage within the HPE community forums. HPE product specialists respond within two business days to any unresolved 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 be 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 the HPE service portal and has registered service agreements.
General technical guidance
HPE endeavors to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined below regarding the operation and management of the Customer’s products covered by HPE Tech Care Service.
General technical guidance is available through telephone, web, and chat channels and is subject to the service coverage window of the service agreement; it will be treated as a noncritical incident.
General technical guidance is also treated as a severity 3 incident when applicable and is available through the same telephone, web, and chat channels during the coverage window.
When related to the topics described below, HPE identifies knowledge documents, videos, and knowledge base articles to assist with the issues raised.
HPE Proprietary Service Tool assistance
For HPE products that are supported by HPE Proprietary Service Tools, HPE provides support and advice for their setup, configuration, and usage. For connected products, HPE extends general technical guidance to include analytics, events, and recommendations provided by those tools.
For configured HPE products, on request, HPE assists Customers in understanding the issues, events, and information provided by HPE Proprietary Service Tools.
