Service relationship management is a key part of HPE GreenLake experience including assigned resources that understand your business and IT objectives and work to ensure that these needs are met.

HPE GreenLake Entry

1. Assigned account team The HPE assigned account team are the customer’s advocate and operational focal point and coordinate the delivery of all features.
2. HPE assigns the following account resources to the customer’s organization:
3. Service Advisor
4. Consumption Services Specialist (CSS)

1. Account Support Plan (ASP) The ASP is developed & updated by the Service Advisor in conjunction with customer IT staff. It documents the purchased reactive and proactive support, devices, geographic coverage, and any other support aspects. The ASP also details roles and responsibilities based on purchased service features along with contact information and escalation procedures. The ASP will be updated proactively by the Service Advisor.
2. Service implementation management At the beginning of the service support coverage period, a CSS orchestrates HPE GreenLake service onboarding. This may include interfacing with the customer and introducing the customer to the Assigned Account Team, or the account team may act as facilitators while the CSS coordinates activities in the background.
3. HPE GreenLake welcome email with all the information necessary to get the most out of HPE GreenLake.
4. Platform onboarding via digital self-onboarding materials.
5. Capacity Utilization Reporting Utilization reports made available semi-annually.
6. Capacity Planning Quarterly review.
7. Inventory management At the beginning of the service support coverage period, the Service Advisor will develop an inventory of all of the products covered under the customer’s HPE GreenLake environment and document this in an inventory workbook. The assigned account team will help manage changes with the customer on an ongoing basis to maintain this inventory throughout the life of the service support coverage period.
8. Service Limitations. Targeted at less complex technologies, lower criticality general purpose infrastructure, up to 2 sites, and up to 3 technologies.
9. Service planning and review The Service Advisor conducts semi-annual service planning and review sessions during which the customer and the account resources review the service features provided by HPE over the previous period, including key topics arising from the support activity report. These reviews also provide an opportunity to discuss trends, any current or planned changes to the customer’s IT environment and business, and the potential impact of these changes on the customer’s support requirements.
10. Operational assistance Working with the customer, the HPE assigned account team outlined above will provide basic operational assistance regarding the routine delivery of services related to the customer’s covered environment. This service feature is intended to provide brief guidance to customers. Substantial requests for assistance, as determined by HPE at its discretion, are outside the scope of this service feature, but may be funded using HPE Service Credits. The Service Advisor will advise the customer when a request requires credits and the amount required.
11. HPE Support Center HPE provides a comprehensive online resource for available knowledge, tools, and services. This one-stop IT site offers self-solve tools, personalized assistance, online help and forums, and access to certain comprehensive multivendor and multiplatform IT content.
12. HPE education planning and assistance Upon customer request, the Service Advisor can conduct a high-level review of the customer’s training and development needs. The Service Advisor can also provide assistance in contacting HPE customer Education. The customer may access training curricula and detailed course descriptions on the HPE Education Services website at hpe.com/ww/learn.
13. List of Documents Referenced in this Service Description