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
- 9x5 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
- 24x7 access to technical support engineers for assistance in resolving technical issues
Enterprise Priority- Priority incident routing/resolution/handling
- Co-ordination with 3rd party vendors
- Enhanced technical escalation management
- Optional add-ons including Named Advanced Support Engineer, local language support and 30 minute response time for the highest impact technical issues
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| Impact level | Level 1*
production system is down | Level 2*
major feature/function failure | Level 3*
minor feature/function failure | Level 4*
minor problem |
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| Enterprise Standard customers – 24x7, Monday-Sunday, 365 days per year. | 1 hour with prioritized support response | 4 hours | 6 hours | 1 business day | | Enterprise Basic customers – 9x5 local business hours and local business days. | 2 hours | 6 hours | 8 hours | 1 business day | Response Time Objectives – HP-Vertica products | | Enterprise Standard customers | 1 hour - 24x7 | 4 local business hours – 9x5 | 2 business days | 2 business days |
*Level 1 = The HP product is unusable, resulting in a total disruption of work or other critical impact on operations. No workaround is available.
*Level 2 = Operations are severely restricted. A workaround is available.
*Level 3 = The product does not operate as designed, there is a minor impact on usage, and an acceptable workaround deployed.
*Level 4 = This can be classified as a request for documentation, general information, enhancement request, etc.
Response Time Objectives are typical initial response times to support requests. HP may not actually provide such response within the Response Time Objectives.
For critical applications HP Software offers a 30 minute Response Time Objective option for Impact 1 cases for an additional charge. For more information see Enterprise Priority service and options.
Enterprise priority is not available for all products on the HPSW portfolio |
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