Custom HPE support agreements.
For organisations with requirements that go beyond standard HPE Services, or that want to consolidate hardware support, HPE custom support agreements provide a tailored alternative! You can define the service level agreement (SLA) and contract term around your specific needs, or consolidate support for your data centre hardware so that all covered devices share the same service end date. A custom agreement can even bring older products back under maintenance when HPE Packaged Support or Post Warranty options are no longer available. Multi-year and advance-payment discounts can make your agreement even more cost-effective, and our experts will work with you to put together the right support package for your organisation.
Protect your company – With HPE Support!
Choosing the right technology support provider means looking beyond price and carefully considering what each service actually includes. The level of support available from Hewlett Packard Enterprise (HPE) and its authorised providers differs considerably from that offered by unauthorised providers, and those differences can have a significant impact on the availability of your infrastructure.
HPE access software, firmware and patches.
Following a product purchase, HPE provides customers with copyrighted patches, fixes and other software and firmware updates, which may only be downloaded and used by customers who own the underlying products. HPE takes the unauthorised use of these materials by third-party support providers seriously, making it important to consider your environment’s compliance requirements and ensure that you hold the necessary product entitlements. Without them, unauthorised providers may be unable to keep your environment up to date or provide support without infringing HPE’s copyright.
Technical certification and training.
Only technicians from HPE and its authorised support providers have access to the latest product-specific certifications, training and tools, while technicians working for unauthorised providers may not hold equivalent technical credentials.
Tools and diagnostics.
HPE has developed powerful proprietary tools that enable support teams to proactively identify, diagnose and resolve issues, including knowledge bases, industry-leading remote support and diagnostic tools, as well as resources for firmware upgrades and compatibility checks. Unauthorised support providers may be unable to monitor your environment effectively or respond quickly enough to critical system failures.
Genuine HPE parts.
Installing replacement parts that have not been certified by HPE may affect product performance and reliability and could invalidate the product warranty. HPE and HPE authorised support providers use only genuine HPE replacement parts. When working with unauthorised support providers, you should carefully review how they source HPE-certified genuine parts with current firmware, and how they manage the supply chain and parts inventory required to meet service level agreements (SLAs).
Portfolio.
HPE offers a comprehensive support portfolio covering reactive, proactive, event-based and enterprise-wide services, giving organisations a more integrated approach to support. These services cover not only HPE and third-party hardware, but also other parts of the environment, including operating systems and third-party virtualisation software. With strategic partnerships across numerous OEMs and extensive in-house expertise in independent software products that support critical infrastructure components, HPE can act as a single point of contact for multi-vendor environments. Unauthorised support providers may be unable to support standalone and connected systems, virtualised infrastructures and cloud-based architectures with the required service level agreements (SLAs).
Infrastructure and escalation options.
As technologies such as cloud and virtualisation solutions become more complex, isolating the root cause of an issue can be increasingly difficult. Resolving complex incidents depends on access to proprietary HPE tools and HPE Engineering. Only HPE technicians and authorised HPE support providers can analyse issues in depth and escalate them to HPE product development where required. HPE also works with selected alliance partners to help resolve complex issues in multi-vendor environments more quickly. Unauthorised support providers may not be able to escalate issues to OEM product development teams or to providers of key third-party software that forms part of an integrated solution.
Geographic coverage.
Wherever your organisation operates, HPE can provide reliable, comprehensive support through service personnel in more than 170 countries. Unauthorised support providers may not have the parts access or trained technicians required at every location to meet SLAs for HPE products and other critical components in your IT environment.
