HPE Tech Care Basic Service

Phone access to experts

Customers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will 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 shall provide a 2-hour phone response from a product specialist during the coverage window. Support incidents received outside coverage window shall be acknowledged the following coverage day. Next business day on-site coverage: Next-business-day on-site response for covered hardware. Support incidents received outside the coverage window shall be acknowledged the next coverage day and serviced within the following coverage day. Standard phone response: Remote response nine hours per day during local HPE standard business hours, excluding weekends and HPE holidays, unless otherwise agreed by HPE. 2-hour call back from product specialist. Support incidents received outside the coverage window shall be acknowledged the following coverage day.

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 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 that the user be registered with 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 rep. Expert forum response: Customers can post questions, issues, or discuss usage of products within the HPE community forums. HPE product specialists respond within two business days to any unsolved 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 is 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 HPE service portal and has registered service agreements.

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. Further for those connected products, HPE extends general technical guidance to include analytics and the events and recommendations provided. For configured HPE products, on request, HPE assists Customers to understand the issues, events, and information provided by HPE Proprietary Service Tools. Where analytics provide recommendations, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.

Hardware Exchange Service: Replacement part/product delivery the next standard business day

The Hardware Exchange Service is available for HPE Tech Care Service on Basic Exchange and Essential Exchange service levels only, covers products that can easily be shipped and on which Customers can restore data from backup files. For calls received before 2:00 p.m. local time, HPE standard business days, excluding HPE holidays, HPE will ship a replacement product to the Customer's site for delivery on the next business day after the service request has been received and acknowledged by HPE. Service calls received after 2:00 p.m. local time will be logged the next business day and serviced within the following business day. Delivery time may vary based on geographic location. All hardware replacement product delivery times are subject to local availability. Excluding weekends and HPE holidays, unless otherwise agreed by HPE.

• Customers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will depend on the service level of the covered product.
• Expert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.
• For HPE products that are supported by HPE Proprietary Service Tools, HPE provides support and advice for their setup, configuration, and usage. Further for those connected products, HPE extends general technical guidance to include analytics and the events and recommendations provided.
• The Hardware Exchange Service is available for HPE Tech Care Service on Basic Exchange and Essential Exchange service levels only, covers products that can easily be shipped and on which Customers can restore data from backup files.

MPN: H07B6E