Technology Services
Rikard Ericsson, Services Business Manager, EG Indirect
5 november 2014
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Technology Services support
Personalized, Proactive, Simplified
Support for converged infrastructure
Foundation Care
Keep my converged
infrastructure running
Proactive Care
• Prevent issues
• Get me to your best
experts when there is
an issue
Environment support
Datacenter Care
Help me better operate
what I have today and
evolve to converged cloud
Lifecycle Event Services
Per-event services across the technology lifecycle to help enhance business value of IT
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Foundation Care
Comparison – existing (“pre April”) vs new service levels
For servers, software, storage and networking products
Call to repair choices
Coverage window choices
6 Hour call to repair
4 hour, 24x7 HW support
HP
Care
24Foundation
hour call to repair
Call to Repair
4 hour, 13x5 HW support
2 hour, 24x7 SW support
HP Foundation Care
2 hour,9x5 SW support
2 hour, 24x7 HW support
24x7
4 hour, 9x5 SW support
HP Foundation Care
Support Plus 24
Next Business Day
call to repair +
4 hour, 9x5 HW support
Other CTR
NBD hardware support
Support Plus
Scheduled onsite
All service levels have support part numbers for:
• Hardware support (includes collaborative support on x86 servers)
• Software support
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
For networking products only
Exchange choices
4 Hour Exchange Plus
HP NBD
Foundation
Care
Exchange Plus
4 Hour Exchange
HW Exchange
HP Foundation Care
Next Business Day
Exchange
Helping customers without entitlement
One-time process to gain access:
With Entitlement
Valid HP ProLiant warranty
Valid HP ProLiant Care Pack
Valid HP ProLiant support agreement
HP
Customer
Without Entitlement
No HP ProLiant warranty
No HP ProLiant Care Pack
No HP ProLiant support agreement
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
•
Customer sign-in to HP Support Center

(HPSC)
•
Customer links HP warranty, support

agreement or Care Pack to access
firmware
Drive Infrastructure
Refresh
- or Update HP Care
Pack/Service Contract
Ta kontroll med Proactive Care
Undvik felsituationer
innan de uppstår
•
•
•
•
Proaktiv System genomgång
Firmware/patch analyser
Incident/Trend analyser
Granskning och rekommendationer
av exporter (TAM)
Lös eventuella
utmaningar snabbare
Håll dig informerad och ha
kontroll
• 24x7 monitorering
• Snabb, noggrann problem identifiering
• Automatiserade försändelser av
reservdelar
• Snabb, förbättrad samtalsupplevelse
• Personifierad dashboard
• Global kunskapsbas
• Community med Experter (HP,
partners)
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Fördelar med Proactive care
•
•
•
•
•
•
•
•
•
Antalet incidenter minskar
Kund undviker felsituationer orsakade av inaktuell versionsnivå i infrastrukturen
Prestandan förbättras genom regelbundna proaktiva genomsökningar
Säkerställer att systemen är konsekvent konfigurerade enligt HPs bästa praxis
Problem förebyggs med realtidsövervakning av miljön
OBS!
Rapportering av trender i supportärende historiken
Insight Remote Support (IRS)
Direkt access till specialister på Advanced Solution center
är en förutsättning
för Proactive care,
Eventuella Incidenter hanteras omgående
8 timmar remote
Lösningsorienterad personal sköter ärendet från början till slut
Installationshjälp ingår.
Collaborative Support ingår
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Lifecycle Event Services
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Varför HP’s installationstjänster
Adopt new technology FASTER
Deploy and expand EASILY
Transition WITHOUT DISRUPTING
operations
Reduce RISK, COST, and FRUSTRATION
Factory Express tjänsterna erbjuder nyckelfärdiga
lösningar vilket ger ett snabbt och korrekt införande
av ny infrastruktur.
Driftsätter ny infrastruktur snabbt och smidigt genom
en beprövad installations metod baserad på HP’s
bästapraxis
Levereras av erfaren, certifierad expert.
Frigör kundens egen IT-personal
Minskad risk för driftstörningar då varje
installationstjänst utförs på samma sätt oavsett
geografisk plats
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Q1'15 HP Technology Services Promo Cheat Sheet
Icon
HP Tehnology Services Promotion
Engi
ne
Description/Comment
- HPN IMC & Top Value products, ISS servers (added: Gen
9), HP storage products
- Service levels of 24 x 7, NBD, NBD Exchange
Discount
Validity
Status
Up to
35%
Q1'15
Modified
Up to
70%
Q1'15
New
Foundation Care
OPG
Proactive Care Next Business Day
- HPN
OPG
Proactive Care Post-Warranty – ISS
OPG
- Blade, ML350x, DL360x, DL380x servers
- Available 3 Proactive Care service levels Next Business
Day, 24 x 7, Call to Repair, one-year
Up to
12%
Q1'15
New
HP Proactive Care – HP Storage, ISS
servers
OPG
- ML350x, DL360x, DL380x
- Added: HP MSL 2014, StorageWorks D2000 Disk
Enclosure, StoreVirtual VSA 2014, StoreOnce VSA 10 TB
Up to
41%
Q1'15
Modified
Proactive Select – ISS
OPG
- Customer choice of Proactive consulting topics
- Choice of 30, 60, and 90 credits
- Available for One and Three years
Up to
35%
Q1'15
New
HPN Renewal Care Pack
OPG
- HPN selected Lifetime warranty products
- Available 3 service levels Next Business Day Exchange,
24 x 7, Call to Repair, one-year duration
Up to
20%
Q1'15
New
- HPN Lifetime warranty switches -excluding wireless
- Proactive Care Next Business Day, three-year
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
#91276172
#91276176
Förebygg med HP
Proactive Care.
TACK!
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Lösningen på
dina
driftproblem
- redan innan de
inträffar.