Phone access to experts and Coverage Window
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.
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 shall 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 general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.
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.
General technical guidance
HPE endeavours to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined in the following regarding the operation and management of the Customer's products covered by HPE Tech Care Service.
General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a severity 3 incident.
When related to the topics detailed/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics 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. 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,