in quality hardware for your company, but miss the right support? Then use may be only a fraction of the potential of your IT. The technical support services of HPE Pointnext offer more than just repair services. The aim is to ensure high safety and efficiency of all components in the infrastructure of your company. HPE Pointnext’s award-winning services include expert advice and support around the clock, along with corresponding information material and software updates.
it offers itself on so, already with the purchase of hardware also equal to the respective support option to purchase. Without an additional support service only the standard warranty is a hardware failure or a software problem or warranty the customer must assume the cost of the repair itself. Without ongoing support agreement, a repair may take several days. An example:
within the warranty is the reaction in the course of the next working day. The service is available between 8:00 and 17:00, Monday to Friday. A hardware failure so at 17:01 on Friday, the error may be qualified until Monday at 8:00, the reaction occurs then in turn until the next working day, so over the course of Tuesday. Fall within this period of time still a holiday, further shifts the reaction and therefore the repair. It soon becomes clear that very few companies can afford such failures and higher service level for small and medium-sized enterprises are better suited.
contrary to the manufacturer’s warranty and most components are covered with HPE Pointnext packaged support services, purchased with the HPE product. Buy a company for example a HPE ProLiant server with a three-year manufacturer’s warranty, and as an extension of a SATA hard disk with a manufacturer’s warranty of one year, is the replacement of hard drive for three years free of charge.
HPE Pointnext Foundation care
the HPE Pointnext Foundation care service consists of hardware and software services, which help to increase the availability of their IT infrastructure. The technical staff of Hewlett Packard enterprise work with your IT team, to assist them in troubleshooting hardware and software problems…
HPE Pointnext Foundation care offers simplified and standardized support offerings with agreed response times, cover Windows and various maturities, to protect the business of customer downtime.
- you count when a problem occurs on HPE as central contact person
- hardware and basic support for important software
- response four hours around the clock, call-to – repair within six hours or support on the next working day
- help site
- remote problem diagnosis , Spare parts and materials
- provides immediate access to updates for patches and manuals for systems and software products
in addition HPE Pointnext Foundation care IT staff electronic access to important related product and support information. Products third-party access of which is dependent on whether the respective offerer this information available stellt.im event of a fault or defect is quickly ready for operation. In the context of HPE Pointnext support services Hewlett Packard Enterprise offers three different service levels:
- service on the next working day
- service within 4 hours, 24 × 7
- recovery within 6 hours, 24 × 7 call to repair (CTR)
that can HPE Pointnext Foundation care portfolio in addition withholding the these three service levels defective disk (defective media retention, DMR) and the extended retention defective materials (comprehensive defection material retention) , CDMR) included as a more centralized service. Find details about DMR and CDMR datasheet .
HPE Pointnext proactive care – remote monitoring and failure analysis
HPE Pointnext proactive care is the standard service with regard to proactive. It offers integrated reactive and proactive services. Let potential risks or identify problems early and the advanced reactive support for a quick troubleshooting provides in the event of a fault. An account support Manager, who advises the customers and helps achieve its IT objectives, may be incorporated with. Important, such a service in the area is convergent, virtualized or cloud-based environments. If hardware fails in such environments, usually many workloads are affected.
the HPE proactive care service offers you the opportunity to achieve a higher return on investment in a converged infrastructure through the following services:
- faster troubleshooting by specially trained, solution-oriented professionals who take care of the case from the beginning to end
- recommendations on firmware version and software patches for supported products, to avoid problems
- identification of risks and issues through regular proactive scanning on base , which ensure that configurations comply with the best practices of Hewlett Packard Enterprise
- access to a remote make HPE technical account manager, the notes and instructions on errors, risks and recommendations, through the remote support technology identified were includes
HPE proactive care integrated reactive and proactive services, which can help improve the stability and the operation of your converged infrastructure , to achieve better business results. In a complex converged and virtualized environment many components must work together effectively. HPE proactive care designed for the support of equipment in these environments and offers better support services, which include servers, operating systems, hypervisors, storage, storage area networks (SANs) and networks.
in the case of a service incident HPE proactive care allows an extended support, as you will get access to trained technical solution experts who manage your case from beginning to end, to keep the impact on the business as low as possible and to resolve critical issues faster. Hewlett Packard enterprise applies advanced incident management procedures to quickly resolve of complex support incidents. Technical specialists responsible for the provision of the HPE proactive care services are also equipped with automation technologies and tools, to shorten the downtime and increasing productivity.
whenever there is an incident, HPE proactive care includes hardware repair on the spot, if this is necessary to fix the problem. You can select from a number of reactive support levels for hardware according to your business needs and operational requirements.
HPE proactive care includes analyses of firmware and software versions for supported devices. In this way, you will receive a list of recommendations, which you can use to ensure that your infrastructure covered by HPE proactive care has the recommended versions. Regularly carried out proactive inspections (proactive scan) your devices covered by HPE proactive care easier to detect and resolve configuration problems. HPE proactive care provides also quarterly reports on incidents, on common issues to draw your attention, so that you can avoid a repeated occurrence.
HPE proactive care used the remote support technology, to allow a faster service deployment by collecting data about the technical configuration and related errors. Running the latest version of the remote support technology is required for these support services can be provided completely. In the HPE datasheet for more information.
and after expiry of the warranty or support agreement: HPE Post Warranty to prevent support service
to annoying gaps of service after expiry of the warranty or service agreement (for example, HPE Pointnext packaged support service) the purchase of HPE Pointnext recommend post warranty support services. These are available with the same response times, run always 12 months and are repeatedly found, as long as the product is supported by HPE. A Post Warranty support service will no earlier than 90 days before and no later than 30 days after the expiry of the warranty or service agreement offered.
hardware defective media retention (DMR) and comprehensive defection material retention (CDMR)
completing an extended warranty to customers hardware defective media retention (DMR) and comprehensive defection material retention (CDMR) Note If sensitive corporate data is stored on secured hardware. The two abbreviations DMR and CDMR appear repeatedly in the support contracts. This ensures that disk, where the company’s sensitive data is stored, remain in the company, even if they are defective. This avoids data loss and data theft. Simply put that repair customers can keep their defective hard drive with him. The service technician must be informed.
comprehensive defection material retention (CDMR) ensures that all components in the customer remain generally, where data can be stored. The service technician must be informed when replacing it. The data from the replaced components should be sent to HPE. What happens to the data on the defective device, is the responsibility of the customer. This support variations play a role above all for the disks in your servers and disk storage solutions by HPE and for companies or agencies working with sensitive data.
HPE Pointnext supports installation and implementation
with so-called lifecycle event services HPE offers a number of different services related to hardware and software commissioning, optimisation during operation, migration and relocation services to. HPE Pointnext installation & startup services are aimed at customers who do not have adequately trained personnel, HPE products itself optimally to install, to configure the operating system, or to include new devices on the corporate network. So, especially small and medium-sized enterprises (SMEs) benefit from these possibilities.
conclusion: nearly two-thirds of all companies could do more, to improve IT availability
German medium caused by failure of business-critical IT systems cost up to 380,000 euros per company per year. This emerges from a study for the market research firm “TechConsult * on behalf ofGermany (now Hewlett Packard enterprise) has surveyed 300 companies with 200 to 4,999 employees.”
around 77 percent of medium-sized companies surveyed for the study reported last year failure of business-critical IT systems for mission-critical processes,
inventory management, production or distribution. On average, there were four failures per company per year. Each outage hour, the company incurred expenses amounting to an average of 25,000 euros. Damage will vary with the size of the company.
these and other figures from the study suggest that there is a significant need for IT support and maintenance services at least in parts of the German middle class.
HPE Pointnext offers numerous and flexible support options that already during the installation and integration of systems in your IT landscape support but also support in the event of failure. Unplanned repair costs and downtime can be already in advance with the HPE Pointnext services largely avoided, because they support not only when error occurs, but detect also possible errors in advance with the help of proactive services. HPE Pointnext support services – an investment that pays.