Toll-free: 3008-3088
Description
x(NEW VENDOR) HPE HS7V9E HPE 5 Year Tech Care Basic DL360 Gen10 Service
Key Features
Phone access to experts
Customers may contact HPE support by telephone 24 hours a day 7 days per week to log support incidents. Response times will depend on the service level of the covered product.
15-minute 24x7 enhanced response (Critical and Essential service levels) For severity 1 critical incidents, HPE aims to either connect the Customer to a product specialist or call the Customer back within 15 minutes.
For all other incidents, HPE may connect the Customer to a product specialist or call the Customer back within one hour.
2-hour standard response (Basic service level)
For calls on products covered by a basic service agreement, HPE shall provide a 2-hour phone response from a product specialist during the coverage window.
Expert online chat and Expert forum response
Expert online chat: Customers can initiate an online chat with a specialist technical resource to ask questions, get help, or general technical guidance. Expert online chat is provided so Customers can obtain quick answers to technical questions about their HPE product.
Complex questions that require detailed responses may be elevated to support incidents on an as-needed basis. Expert online chat is limited to English language only and available during the service coverage window.
Expert forum response: Customers can post questions, issues, or discuss usage of products within the HPE community forums. HPE product specialists respond within two business days to any unsolved questions raised within the official HPE community forum for products covered by HPE Support services.
Where posts raise topics that should be addressed through standard support processes, HPE requests that a formal support incident is created and follows the standard HPE incident management processes.
The specialist technical resource response is limited to English language only and requires that the user be registered with HPE Support Center and has linked service agreements.
Refer to hpe.com/services/expertchat for details or contact your local HPE Sales representative.
General technical guidance
HPE endeavors to provide general technical guidance for Customer questions and enquiries specific to the topic areas outlined in the following regarding the operation and management of the Customer’s products covered by HPE Tech Care.
General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a noncritical incident.
General technical guidance is available through the telephone, web, and chat communication channels and is subject to the service coverage window of the service agreement and will be treated as a severity 3 incident.
When related to the topics detailed/described in the following, HPE identifies knowledge documents, videos, and knowledge base articles to assist with topics raised.
HPE InfoSight assistance
For HPE products that are supported by HPE InfoSight (list available in the following link), HPE provides support and advice for the setup, configuration, and usage of HPE InfoSight.
Further for those connected products, HPE extends general technical guidance to include HPE InfoSight analytics and the alerts and recommendations provided.
For configured HPE products, on request, HPE assists Customers to understand the issues, alerts, and information provided by HPE InfoSight.
Where analytics provide recommendations included in HPE InfoSight workload insights, HPE can provide qualification of the analysis, the recommendation, and the general next best actions in line with general technical guidance.
For more information on HPE InfoSight, devices coverage, and capabilities, visit infosight.hpe.com
Shipping & Return
xReturns Policy
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
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