HPE Contractual Support Portfolio for HPE NonStop Servers

Services at a glance

+ show more
At a glance
TAP IMAGE TO ZOOM IN

 

HPE Pointnext Complete Care—NonStop

HPE NonStop Critical Service

HPE NonStop Proactive 24 Service

HPE NonStop Support Plus 24 Service

HPE NonStop Basic Support

Value proposition

HPE Pointnext Complete Care is HPE’s most comprehensive support solution tailored to meet specific data center support requirements

Comprehensive support solution designed to enable IT to provide business value by providing a stable, cost-effective IT environment that is adaptive, reliable, and manageable

Integrated hardware and software support, including proactive and reactive services, to improve stability and availability across the customer’s mission-critical IT environment

Integrated 24x7 reactive hardware and software support

Cost-effective reactive support with next day on-site response

Reactive Support—Hardware and Software

 

 

 

 

 

Core features

 

 

 

 

 

On-site Hardware Support Hours

8–5 or 24x7

24x7

24x7

24x7

8:00 a.m. to 5:00 p.m., M–F, excluding HPE holidays 1

On-site Hardware Response Time

(within 100 miles of local support location)

Next business day or 4 hours or 6 hour CTR 2 (within 50 miles of local support location)
6 hour CTR 3 (within 50 miles of local support location)

4 hours

4 hours

Next business day 4

Remote Software Support

24x7

24x7

24x7

24x7

24x7

GNSC Response Time

Within 2 hours

(immediate access for critical system down)

Within 2 hours

(immediate access for critical system down)

Within 2 hours

Within 2 hours

Next business day 5
Critical Response 6

Included

Included

Not applicable

Not applicable

Not applicable

Assigned Customer Support Team

 

 

 

 

 

Core features

 

 

 

 

 

Account Support Manager (ASM)

Included

Included

Included

Not included

Not included

Technical Account Manager (TAM)

Included

Included

Not included

Not included

Not included

Mission-Critical trained hardware special

Included

Included

Not included

Not included

Not included

Table 1. Services at a glance

 

HPE Pointnext Complete Care—NonStop

HPE NonStop Critical Service

HPE NonStop Proactive 24 Service

HPE NonStop Support Plus 24 Service

HPE NonStop Basic Support

Proactive Services

 

 

 

 

 

Core features

 

 

 

 

 

Electronic Information Support 7

Included

Included

Included

Included

Included

Software Updates

Included

Included

Included

Included

Included

Account Support Plan

Included

Included

Included

Not included

Not included

Support Planning and Review Sessions

Optional

Quarterly

Semi-annually

Not included

Not included

Support Activity Review

Included

Quarterly

Quarterly

Not included

Not included

Education Planning Assistance

Included

Included

Included

Not included

Not included

Enhanced Call Handling with CEM

Included

Not included

Not included

Not included

Not included

Site Environment Survey

Optional

Included

Included

Not included

Not included

Technical Services

HPE Service Credits—optional

HPE Service Credits—60 credits

HPE Service Credits—30 credits

Not included

Not included

Education Credits

Optional

Optional

Optional

Not included

Not included

System Health Check

Not included

Annual (optional)

Annual (optional)

Not included

Not included

OS/OE Patch Analysis and Management

Optional

Quarterly

Semi-annually

Not included

Not included

ITSM Quick Assessment (Availability Check-up)

Optional

Annual

Not included

Not included

Not included

Optional features

 

 

 

 

 

ITSM Quick Assessment

Optional

Not applicable

Optional

Not included

Not included

Add’l. OS/OE Patch Analysis and Management

Optional

Optional

Optional

Not included

Not included

Additional Advice and Assistance Service

Optional

Optional

Optional

Not included

Not included

Comprehensive Environment Analysis

Optional

Optional

Optional

Not included

Not included

Table 2. Proactive services at a glance

Learn more at

hpe.com/pointnext

Download the PDF

  • 1 Local time based on system location.
  • 2 For critical problems with HPE hardware and other eligible hardware, HPE will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours of the initial call to the GNSC. Call-to-repair time refers to the period of time that begins when the Customer’s telephone call is received by the GNSC and ends with HPE’s determination that the hardware has been repaired.
  • 3 Next business day—HPE will respond on-site by the business day following a request for service. Requests for service received by the GNSC are based on the standard office hour window for the calendar day in which the call is logged for the country in which the call is logged.
  • 4 The Critical Response feature allows customer to declare situation as “critical” and trigger immediate response procedures equivalent to HPE responses for a critical system down situation.
  • 5 Electronic Information Support includes ExpressNotice (enrollment required), Scout for HPE NonStop, HPE NonStop Technical Library (NTL), Total Web Support (TWS), and Knowledge Base for HPE NonStop Support (KBNS). Online registration at h22204.www2.hpe.com/nep is necessary prior to access.
  • 6 System Health Checks may not be available for all system and can be substituted for five HPE Service Credits. Assigned ASM will provide guidance based on customer’s needs.
  • 7 Optional features can be added to Proactive 24 Service and Critical Service and included in the total price and integrated into support plan. Support Plus 24 and Basic Support customers can purchase them as separate technology services.
Local time based on system location.
For critical problems with HPE hardware and other eligible hardware, HPE will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours of the initial call to the GNSC. Call-to-repair time refers to the period of time that begins when the Customer’s telephone call is received by the GNSC and ends with HPE’s determination that the hardware has been repaired.
Next business day—HPE will respond on-site by the business day following a request for service. Requests for service received by the GNSC are based on the standard office hour window for the calendar day in which the call is logged for the country in which the call is logged.
The Critical Response feature allows customer to declare situation as “critical” and trigger immediate response procedures equivalent to HPE responses for a critical system down situation.
Electronic Information Support includes ExpressNotice (enrollment required), Scout for HPE NonStop, HPE NonStop Technical Library (NTL), Total Web Support (TWS), and Knowledge Base for HPE NonStop Support (KBNS). Online registration at h22204.www2.hpe.com/nep is necessary prior to access.
System Health Checks may not be available for all system and can be substituted for five HPE Service Credits. Assigned ASM will provide guidance based on customer’s needs.
Optional features can be added to Proactive 24 Service and Critical Service and included in the total price and integrated into support plan. Support Plus 24 and Basic Support customers can purchase them as separate technology services.