1. TS Support for HPE Synergy
Support per device
Support per device or System/Solution
Environment Support
Only in combination with Datacenter Care!
Mandatory Support level for HPE Synergy!
Recommended (in specific cases) Support level for HPE Synergy!
Highly Recommended Support level for HPE Synergy!
Foundation Care
Proactive Care
Proactive Care Advanced
Datacenter Care
Keep the HPE Synergy infrastructure running
For customers who want problem prevention and a superior call experience for their HPE Synergy devices.
Customers who want a local assigned expert for personalized technical collaboration with access to technical experts to help maximize performance and are mature enough to make the most out of their HPE Synergy investment themselves.
For customers who want to accelerate application delivery, establish operational velocity in their Data Center and want a single consistent support experience across their full IT environment to accelerate HPE Synergy adoption for the Ops & Dev teams.
‘ABC’ – Advice, Best Practice and Coaching
Assigned, local Account Support Manager (ASM)
Direct Access to Advanced Solution Center
ASM review of Proactive Reports and best practice advice
Includes everything in Proactive Care plus:
Next Business Day (NBD)
24x7
Call to
Repair
Assigned Account Team
Tailored, proactive reports: Firmware, Proactive Scan, Incident/ Trends
Technical Account Manager review of Proactive reports
Enhanced Call Handling
Expert Guidance
Start to finish Case Ownership
Critical Event Manager for Severity Level 1
Assigned Engineer for Call to Repair
Flexible assistance & advice
Building Blocks (Proactives, Flexible Capacity,DC-OSS, DC for MV…)
Flexible Support Levels Including Warranty
Tailored Environment Support (Cloud, SAP HANA, Hyperscale...)
Service Levels – NBD, 24x7, Call to Repair
Lifecycle Event Services
Including Product Deployment / Factory Express, Implementation and Technical Services