HP Software Support Portfolio

HP Software Support helps you derive maximum value from your software investments by providing direct access to our experienced HP Support professionals. Our portfolio offers a comprehensive range of support services while providing you the flexibility to choose the service level that best matches your requirements. The complete HP Software Support Portfolio includes:

 

HP Discover provides great customer insight for HP Software Support!

Discover in Barcelona, December 10-12, 2013!

Thank you to all who attended HP Discover this year and took the time to visit HP Software Support.
Once again the event proved to be a huge success as many of you booked meetings with our experts, discussed your key support challenges at the Guru Bar or attended one of our informative Support Demo Theater sessions. Our VIP event also provided a great forum for you to network and discuss your support issues with peers.
We truly value the insight we get from these conversations and look forward to seeing you all at Discover in Barcelona, December 10-12, 2013!

* HP Software Premier Response and HP Software Enterprise Priority are alternative names for the same offering. HP Software Premier Response is the name given to this offering for HP ArcSight and HP Fortify products. For HP Hybrid and Cloud, and certain HP IM products this offering is called HP Software Enterprise Priority.

 

Online support

HP Software Enterprise Support

Choose the service level that matches your requirements. The support offering allows you to choose from Basic or Standard. You also have the option to add Priority Support.

Enterprise Basic

  • Investment protection through provision of product updates, patches and fixes
  • Unlimited access to Software Support Online (SSO) for knowledge, documentation, and self-solve features
  • Local business hours access to technical support engineers for assistance in resolving technical issues
 

Enterprise Standard

  • Investment protection through provision of product updates, patches and fixes
  • Unlimited access to Software Support Online (SSO) for knowledge, documentation, and self-solve features
  • Round the clock access to technical support engineers for assistance in resolving technical issues
 

Enterprise Priority*

  • Priority incident routing/resolution/handling
  • Co-ordination with 3rd party vendors
  • Optional add-ons including Named Advanced Support Engineer, local language support and 30 minute response time for the highest impact technical issues

* Enterprise priority is not available for all products in the HP Software portfolio
 

Online support

HP Software Premier Support

Ensure that you foresee any issues and resolve them before they impact your business. This service is designed to provide you with proactive support, a Technical Account Manager who knows your business and IT environment and can assist with strategic advice, provide quarterly reviews, case history monitoring/analysis , escalation management, and update planning. Your Technical Account Manager will co-ordinate HP resources, liaise with third-party vendors and manage escalation to keep your systems running optimally.

Premier Advisory

Enhanced incident management

  • Co-ordination with 3rd party vendors
  • Enhanced technical escalation management
  • Enhanced patch management
  • Management of technical support incidents
Personalized/proactive support planning
  • Premier start-up & kick-off meeting
  • Technical advisor
  • Customer operational profile management
  • Account support plan
  • Remote reviews
  • On-site visits
Point of accountability
  • Quarterly technical review
  • Optional Named Advanced Support Engineer
Flexible proactive support options
  • Optional technical service days

(HPSW Premier Support customers must have a valid HPSW Enterprise Priority contract in place.)

(IM, ArcSight and Fortify customers must have a HPSW Foundation Support contract in place.)

 

Online support

HP Software Critical Support

For those of you operating in a mission critical environment, when interruptions to your business are not an option, we can offer a new level of protection to your IT environment which is tailored to you. We now offer the HP Software Critical Support Service. It provides a dedicated Critical Support Business Manager (CSBM), enhanced priority call handling, annual and quarterly business reviews and recommendations, software upgrade plans and emergency on-site support. Also, we offer optional support for customizations and co-located resource at your site.

Critical

Proactive mission critical support

  • Critical Support Business Manager
  • Annual product review
  • 24x7 Critical priority incident routing/resolution/handling
  • Critical enhanced first technical contact (FTCs) for Impact Level-1 and Impact Level-2 incidents
  • Software upgrade plan
  • 40 technical expert hours
  • Product reviews
  • Send to site
  • War rooms for critical case handling
 

Critical Optional

Flexible enhanced support options

  • Customization support
  • Co-located reactive support delivery
 

Online support

Related Services

Online support