Elara HPE Next Business Day Partner Branded Support

Overview

Range/Series Overview

IMPORTANT: This Range/Series overview section describes the range of which this product belongs. Features of different versions might be mentioned and may not apply to the specific product on this page. Please view Specs for specification of product.HPE Partner Branded Support provides authorized HPE Partner Ready channel partners with Hewlett-Packard Enterprise hardware and software services. The service enables partners to support end-user customers who have purchased the partners' own branded support services.HPE technical resources work remotely with your service resources to help resolve hardware and software problems with HPE products that you could not resolve after following standard HPE diagnostic and troubleshooting procedures.The service also provides the HPE partner with software updates for selected HPE-supported software products for each system, processor, processor core, or end-user software license, as allowed by HPE or the original manufacturer software license. In addition, the service provides you with electronic access to related product and support information, enabling you to locate this commercially available essential information.

Features Summary

• Coverage windowThe service coverage window specifies the time during which the Partner may contact HPE to receive hardware or software technical support and to order replacement parts.
• Access to technical resourcesThe Partner may access HPE Priority Partner support resources via telephone, electronic communication, or fax for assistance in resolving hardware or software problems that are complex or difficult to reproduce.
• HPE electronic remote support solutionAs applicable, the HPE electronic remote support solution provides robust troubleshooting and repair capabilities that can help the Partner effectively resolve reported incidents. It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history.
• Access to electronic support information and servicesAs part of this service, HPE provides the Partner with access to certain service and support tools and documentation, including service notifications and certain HPE proprietary service diagnostic tools.
• Installation advisory supportRemotely delivered advisory support is provided to the Partner who encounters difficulties while performing a product installation or who needs advice on proper installation or updating methods. This service feature does not include walking the Partner through an installation procedure from start to finish.
• Remote problem diagnosis and supportOnce the Partner has placed a call and HPE has acknowledged receipt of the call, HPE will work during the coverage window to assist the Partner in isolating the hardware incident and to remotely troubleshoot, remedy, and resolve the incident.