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:


Enterprise License Agreement (ELA) Management Service

The ELA Management Service is designed to help you take advantage of the flexibility provided by your ELA for the duration of the term. An ELA Manager will be assigned to your organization, to provide customer advocacy services, discuss your deployment plans, support your efforts, advise you regarding available upgrades, and help you manage your ELA license entitlement. Your ELA Manager will accompany you in your deployment journey and help you leverage the HP ecosystem and resources available to you. Based on the size and complexity of your ELA, a mix of a base service and add-on days may be used to configure your service.

Below is a list of the benefits you receive with the ELA Management Service:

  • Engage with a single point of contact.
  • Maximize the value of your HP Software solution and take full advantage of your ELA.
  • Mitigate risks during software deployment.
  • Foster product adoption and gain a competitive edge.
  • Deploy and upgrade with confidence.
  • Expand the use of HP software capabilities and new features.

Deliverables include:

  • Named ELA Manager Assigned
  • Welcome Event
  • Quarterly Deployment Meetings
  • On-going ELA management and issue resolution
  • Assist with End-of-Term activities
  • Ensure Customer Satisfaction for ELA related matters

* 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.


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

  • ELA Management ServiceCustomer Advocacy Services to make full use of your Enterprise License Agreement (ELA)
  • HP Software Critical SupportA new level of protection which is tailored to your IT environment and designed to help customers faced with managing mission critical environments where downtime is not an option
  • HP Software Education Services

    Flexible training delivery options—tailored to your needs—to maximize investments, accelerate adoption and increase user productivity

  • HP Software Enterprise SupportHP Software Support that provides customers with the ability to choose Basic, Standard or Priority service levels that match their requirements
  • HP Software Premier SupportAdvanced support for HP Software and application-management services for HP Software implementations
  • HP Professional Services

    Broad and deep consulting—from high-end advice to solution implementation—to help you deploy, measure, and sustain an effective IT strategy or IT performance system

Online support