{"product_id":"hpe-pointnext-tech-care-critical-service-with-defective-media-retention-post-warranty-extended-service-agreement","title":"HPE Pointnext Tech Care Critical Service with Defective Media Retention Post Warranty - Extended service agreement -","description":"HPE Pointnext Tech Care Critical Service with Defective Media Retention Post Warranty - Extended service agreement - parts and labor (for Performance File Controller) - 1 year - on-site - 24x7 - repair time: 6 hours - for P\/N: Q9D44A, Q9D44AR\u003cbr\u003eHPE Pointnext Tech Care (HPE Tech Care) is the operational support experience for HPE hardware and software products (HPE products). HPE Tech Care helps IT teams focus on moving the business forward by proactively searching for better ways to do things, as opposed to just focusing on reactive issues. HPE Tech Care goes beyond traditional support by enabling direct access to product-specific specialists and providing general technical guidance to help Customers not only reduce risk but also continually search for ways to do things more efficiently. HPE Tech Care Customers can get help through multiple channels that include telephone, HPE moderated forums with defined response times, automated incident logging, and a real-time chat facility.\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e \u003cul\u003e\n\u003cli\u003eCustomers 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.\u003c\/li\u003e\n\u003cli\u003eExpert 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.\u003c\/li\u003e\n\u003cli\u003eHPE endeavors 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.\u003c\/li\u003e\n\u003cli\u003eFor HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.\u003c\/li\u003e\n\u003c\/ul\u003e\u003cbr\u003e\u003cbr\u003e \u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003ePhone access to experts\u003c\/strong\u003e\u003cbr\u003eCustomers 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.\u003cbr\u003e15-minute 24x7 enhanced response (Critical and Essential service levels) For severity 1 critical incidents, HPE aims to either connect the Customer to a product specialist or call the Customer back within 15 minutes.\u003cbr\u003eFor all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.\u003cbr\u003e2-hour standard response (Basic service level) 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.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eExpert online chat and Expert forum response\u003c\/strong\u003e\u003cbr\u003eExpert 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.\u003cbr\u003eComplex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.\u003cbr\u003eExpert 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.\u003cbr\u003eWhere 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.\u003cbr\u003eThe specialist technical resource response is limited to English language only and requires that the user be registered with HPE Support Center and has linked service agreements. Refer to hpe.com\/services\/expertchat for details or contact your local HPE Sales representative.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eGeneral technical guidance\u003c\/strong\u003e\u003cbr\u003eHPE endeavors 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.\u003cbr\u003eGeneral 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 noncritical incident.\u003cbr\u003eGeneral 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.\u003cbr\u003eWhen related to the topics detailed\/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics raised.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eHPE InfoSight assistance\u003c\/strong\u003e\u003cbr\u003eFor HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.\u003cbr\u003eFurther for those connected products, HPE extends general technical guidance to include HPE InfoSight analytics and the alerts and recommendations provided.\u003cbr\u003eFor configured HPE products, on request, HPE assists Customers to understand the issues, alerts, and information provided by HPE InfoSight.\u003cbr\u003eWhere analytics provide recommendations included in HPE InfoSight workload insights, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.\u003cbr\u003eFor more information on HPE InfoSight, devices coverage, and capabilities, visit infosight.hpe.com.\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Hewlett Packard Enterprise","offers":[{"title":"Default Title","offer_id":41465631670347,"sku":"HY3S3PE","price":4105.0,"currency_code":"CAD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1824\/0789\/files\/HPE-Pointnext-Tech-Care-Critical-Service-with-Defective-Media-Retention-Post-Warranty-Extended-service-agreement.jpg?v=1750175655","url":"https:\/\/www.tecisoft.ca\/products\/hpe-pointnext-tech-care-critical-service-with-defective-media-retention-post-warranty-extended-service-agreement","provider":"TeciSoft","version":"1.0","type":"link"}