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- HPE Foundation Care NBD service
It works on standard business hours and standard business days. Next-business-day onsite response is applied for incidents with covered hardware that cannot be resolved remotely, HPE will use commercially reasonable efforts to respond onsite the next business day. A Hewlett Packard Enterprise authorized representative will arrive at the customer's site during the coverage window to begin hardware maintenance service the next coverage day after the call has been received and acknowledged by HPE. Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HPE.
- HPE Foundation Care 24/7 service
Hardware support is available 24/7 including HPE holidays. 4-hour onsite response is applied for incidents with covered hardware that cannot be resolved remotely. A Hewlett Packard Enterprise authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service within four hours of the call having been received and acknowledged by HPE. Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HPE. Software support coverage window is 24x7. Once a software problem is logged, a Hewlett Packard Enterprise Solution Center engineer will respond to the call within two hours.
- Escalation management
Hewlett Packard Enterprise has established formal escalation procedures to facilitate the resolution of complex incidents. Local Hewlett Packard Enterprise management coordinates incident escalation, enlisting the skills of appropriate HPE resources to assist the customer with problem solving. For selected third-party software products for which HPE is providing software support and update services, HPE will follow the agreed-upon escalation processes established between HPE and the third-party vendor to assist with problem resolution.
HPE Foundation Care Service is a comprehensive combination of hardware and software solutions aimed to help increase the availability of your IT infrastructure. Hewlett Packard Enterprise technical resources work with your IT team to help you resolve hardware and software problems with HPE and selected third-party products. For hardware products covered by HPE Foundation Care, the service enables remote diagnosis and support, as well as onsite hardware repair if it is required to resolve an issue.
For eligible HPE hardware products, this service may enable Basic Software Support and Collaborative Call Management for selected non-HPE software. For software products covered by HPE Foundation Care, HPE provides remote technical support and access to software updates and patches. HPE releases updates to software and reference manuals as soon as they are made available for selected HPE-supported software products for each system, processor, processor core, and end user, as allowed by HPE or the original manufacturer software license.