Data sheet
Hewlett Packard Enterprise
Software Flexible Care
Support (HPE FlexCare)
Gain greater value from your HPE Software
solutions and IT infrastructure
Today’s IT environments are complex and time critical.
Hewlett Packard Enterprise Software Flexible Care
Support (HPE FlexCare) allows you to get greater value
from your investment through an ongoing partnership
with our HPE Software Support team.
HPE FlexCare is a flexible portfolio of support services
designed to partner with you in order to get greater
value from your HPE Software products and solutions.
HPE Software experts work with you and your teams
to help increase uptime, improve performance, achieve
your service objectives towards your own customers and
enhance your return on investment (ROI).
Strengthening your business with HPE FlexCare Support
• Gain access to Hewlett Packard Enterprise technical expertise and best practices
• Enjoy cost-eective flexible services, available either in pre-packaged bundles or via a
flexible menu
• Purchase credits upfront to suit your budgeting cycles, and then use them to source
technical services whenever required
• Simplify your overall support experience with a single point of contact for all your
interactions with HPE Software Support
• Enjoy faster response time with shorter service level objectives (SLO)
• Minimise the risk of service disruption through proactive support and planning tailored to
your requirements
• Optimise your sta utilisation, shifting focus from day-to-day maintenance to innovation
• Supplement your own support team by engaging HPE support engineers on-demand
Data sheet
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Technical
Incident
Partnership
Proactive
Problem
Prevention
Support
Lifecycle
Management
Support
Strategic
Management
Technical incident partnership with HPE FlexCare Named
Account Support Engineer (NASE)
HPE FlexCare NASE boosts the level of support you receive from HPE Software. HPE will
designate a named engineer for each HPE FlexCare product family covered by your HPE
FlexCare contract, during the HPE FlexCare hours. This engineer will learn your environment
and will be able to address your support incidents more eiciently and eectively. Your
technical incidents are prioritised for support 24x7 (if your underlying support contract
with HPE Software gives you 24x7 access to HPE support sta), giving you faster access to
HPE Software experts to resolve problems. Outside your named engineers’ working hours,
your incidents are prioritised to a group of specialist support engineers (if your underlying
support contract with HPE Software provides you with 24x7 access to HPE support sta).
The principal duties and responsibilities of the HPE FlexCare NASE include the following:
Coverage
• Focus at the product family level
Problem management
• The designated engineer will learn your specific environment
• The designated engineer will own problem resolution
• Prioritised and advanced support case handling outside business hours (if your underlying
support contract with HPE Software gives you 24x7 access to HPE support sta)
• Ability to address support incidents more eiciently and eectively
• Providing excellent troubleshooting skills while managing the customer during an
extremely critical time
• Providing deep technical expertise on a given product family within HPE Software
Data sheet
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Proactive problem prevention with HPE FlexCare Technical
Account Manager (TAM)
HPE FlexCare TAM goes beyond helping you support and manage your HPE Software
products. Your TAM will work with you to drive enhanced value for each HPE FlexCare
product family covered by your HPE FlexCare contract. As your technical advocate, your
TAM will proactively manage your technical incidents under HPE FlexCare support to
expedite incident resolution. Your technical incidents are also prioritised for support 24x7 (if
your underlying support contract with HPE Software provides you with 24x7 access to HPE
support sta), giving you fast-tracked access to HPE Software experts to resolve problems.
HPE Software Technical Account Managers (TAMs) provide expert product knowledge and
skills to help streamline and improve operations of your HPE Software solutions.
The principal duties and responsibilities of the HPE FlexCare TAM include the following:
Coverage
• Focus at the product family level
Problem management
• Leverage HPE best practices to help minimise operational risks and avoid common pitfalls
• Manage delivery of proactive technical services
• Manage and address unresolved issues either by providing technical guidance or by
owning until resolution
• Help grow the knowledge base of your team through information sharing sessions
• Prioritised and advanced 24x7 support case handling (if your underlying support contract
with HPE Software gives you 24x7 access to HPE support sta)
Account management
• Share prescriptive roadmaps to enhance ROI and to help upgrade and migration planning
• Conduct quarterly support statistics and KPI analysis
• Primary point of contact for technology-related questions
• Proactively manage and report progress against plans
• Deliver proactive technical services that align with your critical success factors
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Enhanced support lifecycle management with HPE FlexCare
Enterprise Services Manager (ESM)
The Enterprise Services Manager (ESM) will work with you and your team to help on the
non-technical aspects of your support partnership with HPE. The ESM will ensure the
contractual delivery understanding ongoing needs and will represent your interests across
the HPE Software support team for HPE Software products and solutions covered by your
HPE FlexCare contract.
The ESM acts as an ambassador who leverages the support of local and worldwide
resources, aiming to deliver consistent service levels. The ESM will provide quarterly detailed
reporting and support KPI trending, and will be responsible for analysing the trends and for
providing detailed recommendations based on that analysis.
The principal duties and responsibilities of the HPE FlexCare ESM include the following:
Coverage
• Focus at the product solution level
Problem management
• Manage and address unresolved issues
• Prioritised and advanced 24x7 support case handling (if your underlying support contract
with HPE Software gives you 24x7 access to HPE support sta)
Account management
• Facilitate meetings with R&D and product management
• Oversight to optimise the stability/availability of all your HPE Software products
• Service’s spokesperson and trusted advisor
• Understand your needs toward your strategic growth plans and business outcomes
• Manage escalation and communication activity and facilitate technical action plan
movement by HPE and you
• Ensuring contractual activities are delivered
• Conduct quarterly statistical analysis
• Coordinate access with HPE Software product experts
• Operational advice
Resource management
• Manage and coordinate all resources assigned to an account
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HPE FlexCare Enterprise Services Manager Lite (ESM lite)
The Enterprise Services Manager (ESM lite) is a reduced version of the full HPE FlexCare
Enterprise Services Manager role and is only available as part of the HPE FlexCare
accelerated for Data Centre bundle. The ESM lite will work with you and your team to help
on the non-technical aspects of your support partnership with HPE Software. The ESM
acts as an ambassador who leverages the support of local and worldwide resources, aiming
to deliver consistent service levels. The ESM will provide detailed reporting and support
KPI trending, and will be responsible for analysing the trends and for providing detailed
recommendations based on that analysis.
The principal duties and responsibilities of the HPE FlexCare ESM Lite include the following:
Coverage
• Focus at the product solution level
Account management
• Manage escalation and communication activity
• Conduct quarterly statistical analysis
• Coordinate access with HPE Software product experts
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Support strategic management with HPE FlexCare Account
General Support Manager (AGSM)
Your AGSM acts as your ambassador within the HPE support organisation to maximise
the alignment to your business requirements, to optimise the appropriate service levels at
all times across your entire HPE Software estate covered under HPE FlexCare. Your
technical incidents are prioritised for support 24x7 (if your underlying support contract with
HPE Software provides you with 24x7 access to HPE support sta), giving you faster access
to solve problems through your HPE Software experts.
Your AGSM will be available for escalations, host a mixture of remote and onsite Quarterly
Business Reviews (QBRs), hosting meetings to perform trend analysis, support planning and
providing strategic guidance, recommendations and account reporting. The AGSM provides
direction and drives consistency in coordinating with other HPE Software teams.
The principal duties and responsibilities of the HPE FlexCare AGSM include the following:
Coverage
• Cover all HPE products supported by HPE FlexCare
Problem management
• Manages and addresses unresolved issues
• Prioritised and advanced 24x7 support case handling (if your underlying support contract
with HPE Software gives you 24x7 access to HPE support sta)
Account management
• Facilitate meetings with R&D and product management
• Strategic oversight of the stability/availability of all your HPE Software products
• Strategic Service’s spokesperson and trusted advisor
• Understand your strategic goals and desired business outcomes, and the appropriate levels
of support to help you achieve them
• Manages escalation and communication activities and facilitates technical action plan
movement by you and HPE
• Own operational measures and KPIs
Resource management
• Manages and coordinates all assigned resources on your HPE FlexCare contract
Data sheet
HPE FlexCare core packages – core deliverables summary
Page 7
HPE FlexCare options NASE TAM ESM/ESM LITE
REACTIVE
Direct access to a named HPE technical expert
Prioritised support 24x7
Enhanced first technical contact (FTC)
Remote incidents review
Management of technical support incidents
Proactive
Proactive technical advisor
Operational profile management
Onsite/remote technical reviews
Technical escalation coordination
Critical patch and problem management
2
O
O O
O O O O
O
O O O O
O
O
O
O
O O O
3
AGSM
Business partner
Management of support incidents
Support ambassador
Onsite/remote business support reviews
Business escalation coordination
Enhanced business escalation management
Strategic partner
Overall facilitation of other aligned HPE Software resources (support, product
management and R&D)
Strategic advisor
Onsite strategic reviews
O O
O
O
O
O O
O
O
O
Data sheet
Page 8
HPE FlexCare options NASE TAM ESM/ESM LITE
Service coverage
Purchased per HPE Software product family
Purchased per HPE Software product solution
All product solutions under HPE FlexCare
1
Flexibility to change Software product family/solution once thorough the contract period with agreed notice.
2
If your underlying support contract with HPE Software gives you 24x7 access to HPE support sta.
3
The Enterprise Services Manager Lite (ESM lite) is a reduced version of the full HPE FlexCare Enterprise Services Manager service and is only available as part of the HPE FlexCare accelerated for DC bundle.
1
1
O O
O
Tailor HPE FlexCare or Enterprise Support with optional add-ons
Additional optional services are available at any time throughout the life of your support
contract, using a combination of pre-purchased HPE FlexCare Credits along with a menu of
flexible add-on services. You can use HPE FlexCare Credits to augment core HPE FlexCare
services on demand or extend your existing Support services.
HPE FlexCare Credits provide you with a flexible way to source additional reactive and
proactive support services, providing exactly what you need, when you need it. You may
choose to purchase the credits upfront or as you go and then request service(s) using a
HPE FlexCare menu (see more at: hpe.com/support/flexcare). HPE FlexCare Credits are
purchased per year and must be used within each support contract year.
3
AGSM
O
Credit menu Examples
• New feature usage and configuration mentoring – For new software releases, a HPE
technical expert will mentor your support team on new product features and additional
configuration considerations.
• Troubleshooting mentoring – An HPE technical expert will mentor your support team to
develop troubleshooting best practices.
• Technical service days – Available to spend on the delivery (onsite or remote, standard
hours or after-hours) of one or more technical support topics. Technical support topics are
essential for maintaining the operability and availability of your HPE Software environment
and can be defined during the kick-o meeting. Technical support topics consist of,
and are not limited to, troubleshooting management, enhanced as well as onsite patch
management and more.
• Stand-by for weekend – HPE resource(s) will be on standby for a weekend support e.g. for
rollout/upgrade/go live is planned.
More details on the HPE FlexCare Credits can be found at: HPE FlexCare Portfolio Site
Data sheet
Optimise your Hewlett Packard Enterprise Software Flexible Care Support purchase with
pre-packaged HPE FlexCare bundles
HPE FlexCare Bundles are pre-packaged inclusive bundles to simplify purchasing and to provide additional value, incorporating one or
more core HPE FlexCare services.
HPE FlexCare options
NASE TAM ESM/ESM LITE
3
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AGSM
HPE FlexCare accelerated for DC
Only available for Datacenter Care customers with IT Operations Management,
Application Development Management or Data Protector products HPE FlexCare
Accelerated for DC provides enhanced reactive support services from a named
support engineer for one of your key HPE Software products, along with the ESM
lite providing relationships at all levels within HPE Software to help maximise
business outcomes.
HPE FlexCare Plus
For customers deploying a single HPE Software product family or customers
who want a dedicated relationship with HPE Software for one of their critical
product deployments, HPE FlexCare Plus incorporates key services with named
knowledgeable resources providing both reactive and proactive services.
HPE FlexCare Premium
For customers who are deploying multiple HPE Software product families and want
access to a group of skilled, named HPE resources who will look after their needs
during their deployment lifecycle.
HPE FlexCare ultimate
The most comprehensive HPE FlexCare bundle for customers using multiple
HPE Software solutions and requiring an ongoing comprehensive and strategic
relationship at all levels within HPE Software to help maximise business outcomes.
1 1
1 1
2 2 1
2 2 2 1
Data sheet
Appendix 1 – Compare core HPE FlexCare Support packages
Compare core HPE FlexCare Support oerings to see what is right for you.
Enhanced reactive services
HPE FlexCare options core service
component
Service description NASE TAM ESM/ESM LITE
3
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AGSM
HPE FlexCare start-up Includes a personalised welcome package and conference call to
Priority HPE Software support Your incidents related to products covered by HPE FlexCare
HPE Software primary point of contact for
reactive support
Enhanced FTC (First Technical Contact) You will receive the following enhanced SLOs on your impact
Coordination with third-party software
support vendors
introduce your assigned HPE FlexCare resource(s) and review all
details pertaining to HPE FlexCare support contract.
receive a higher priority than incidents covered by normal HPE
Software support contracts. Your incidents will be routed to
highly experienced HPE Software technical professionals to assist
in expediting problem resolution. Your technical incidents are
prioritised for support 24x7 (if your underlying support contract
with HPE Software gives you 24x7 access to HPE support sta).
Your NASE is your primary point of contact for all reactive
support incidents for selected products. You may have one or
multiple NASEs assigned depending on the products covered
by your HPE FlexCare support contract.
level one (1) and impact level two (2) reactive technical issues:
• Impact level one (1): first technical contact within one (1)
business hour
• Impact level two (2): first technical contact within four (4)
business hours
• Impact levels three (3) and four (4) will continue to follow the
respective HPE Software Support Foundation/HPE Software
Enterprise Support related SLOs
If it is determined that the problem of a support incident lies
with another vendor’s software product, HPE can assist you
in collecting the data needed for you to report the problem
to that vendor. In addition, HPE can assist with tracking the
problem to verify resolution eorts continue to progress. This
activity requires you to have a valid support agreement with the
other vendor.
O O O O
O O O O
O
O O O O
O O O O
Technical escalation coordination Your designated TAM will provide environment guidance
aiming to resolve escalations in the shortest possible period by
coordinating the most appropriate HPE technical resources.
O
Data sheet
Page 11
HPE FlexCare options core service
Service description NASE TAM ESM/ESM LITE
component
Proactive services
Kick-o meeting For a new HPE FlexCare customer, your assigned TAM and/or
ESM/AGSM will have an initial one-day onsite visit to kick-o
delivery of the HPE FlexCare support agreement. This
provides an opportunity for your TAM or ESM/AGSM to meet
key personnel within your organisation. During the kick-o
meeting, your TAM or ESM/AGSM will collect specific account
information to create your account support plan. You will receive
detailed information about your HPE FlexCare deliverables,
including the communication protocol with your TAM or ESM/
AGSM. This meeting promotes a better working relationship
and enhanced communication.
Remote reviews Your TAM or ESM provides regular remote reviews to
proactively monitor your operational HPE Software needs (at
least once a month, but no more than once a week). Support
reviews are communication forums through which your
TAM or ESM and your team build an ongoing relationship to
continuously enhance your IT environment. These meetings
give you the opportunity to discuss operational issues, as well
as other topics you wish to address.
Customer operational profile management HPE will establish and maintain an electronic profile of your
HPE Software environment. This information will be used during
problem resolution and various proactive support activities.
The profile can consist of customer, product, technical and
business information you and your TAM determine to be useful.
All HPE Software support engineers will have the benefit of
the information contained in the customer profile, saving time
communicating problems. This enables better, faster decision
making during reactive support, and better-informed and
eective proactive support.
1
AGSM
O O O
O O
O
Technical advisor Acting as your technical advocate, your TAM will be notified
of all your incidents, and will track and monitor the work in
progress through the solution lifecycle, engaging support
specialists as needed. Your TAM is your primary point of contact
for inquiries related to your technical incidents and can assist, as
you require, in putting action and communication plans in place.
Enhanced patch management Your TAM will proactively monitor the release of new product
patches and security problems for your HPE Software
environment and review appropriate action plans. To help in
reducing unplanned maintenance downtime and fully protect
your HPE Software environment, your TAM can assist with
installing patches (additional technical service days may
be required).
Quarterly technical review Two onsite and two remote quarterly HPE FlexCare technical
reviews with your TAM. This includes a detailed review of all
your HPE FlexCare proactive and reactive support related
activities. Support case data is analysed to help identify trends
and action plans to reduce risk and recurrence.
O
O
O
Data sheet
Page 12
HPE FlexCare options core service
Service description NASE TAM ESM/ESM LITE
component
Account support plan The account support plan defines deliverables, processes and
personnel involved in support and escalation procedures. This
plan sets a clear expectation of how support will be delivered.
Unplanned downtime and problems can be reduced because
all required information can be gathered and communicated
clearly, and a carefully coordinated resolution process can take
place. Your TAM or ESM will update this plan on an ongoing
basis with any changes aecting support delivery.
Onsite visits (one per year) You will receive one visit per HPE FlexCare product family from
your TAM or ESM per year, and one visit from your AGSM. They
will travel to your location as mutually agreed upon, and during
standard working hours. At your request, they can participate
in your internal meetings. Onsite visits will provide an in-depth
understanding about your HPE Software management
environment. This will promote a better working relationship
and alignment, assuring support that is more eective.
Management of technical support incidents The TAM and ESM/AGSM are primarily accountable for
handling your incidents. In addition to working with you on
prioritising open incidents, the TAM’s or ESM/AGSM’s role is
to provide timely status updates. If HPE Software is aware of
issues that may aect your environment, TAM or ESM/AGSM
will bring this to your attention, an opportunity to discuss any
technical impact.
Management of business support incidents An ESM will track and monitor all of your business-related
support incidents for the product families covered under your
HPE FlexCare contract. Your ESM will help drive action plans
and resolution.
1
AGSM
O O O
O O O
O O O
O
Business advisor ESM is the primary point of contact for all your HPE Software
business related concerns for the product families covered
under your HPE FlexCare contract. Acting on your behalf within
the HPE support teams, your ESM works to monitor and track
the progress of all your support related issues, coordinates
various HPE teams and initiates appropriate actions as needed.
HPE Software critical patch and critical
problem management
Your ESM will proactively monitor and share any critical patch
or critical class problems associated with your HPE Software
environment and notify you. Critical patches typically involve
system security, data loss and high outage risk.
Enhanced business escalation
Management
HPE has established formal escalation procedures to solve
complex HPE Software problems, or problems that have a
critical impact to customers. As an enhancement to HPE
Software Enterprise Support, the ESM/AGSM will own the
end-to-end management and assumes direct responsibility for
ensuring action plans are put in place to assist with escalations,
and engage the most appropriate HPE management and
resources to resolve your support issues in less time.
Quarterly business reviews Two onsite and two remote quarterly HPE FlexCare business
reviews with your ESM. This includes a detailed review of
all your HPE FlexCare support product-related activities,
such as programme progress, review of business metrics,
accomplishments and future goals. Support case data is
analysed to help identify trends and identify action plans to
reduce risk and recurrence.
O
O
O O
O
Data sheet
Page 13
HPE FlexCare options core service
component
Strategic services
Strategic advisor and facilitator AGSM will partner with you to assure your success and
Quarterly strategic reviews Quarterly onsite/remote support strategic review with your
1
Please contact your HPE Software Support Sales representative regarding HPE FlexCare pricing questions. All HPE FlexCare contracts are sold on a country basis. Pricing may vary depending on the complexity of your environment.
Service description NASE TAM ESM/ESM LITE
satisfaction by helping you achieve your desired business
outcomes. The AGSM is your single point of contact
through whom you can engage with Support, R&D, Product
Management and other HPE Software teams as needed (both
reactively and proactively).
AGSM. This includes a detailed review of all HPE FlexCare
support product-related activities, such as programme progress,
review of business metrics, accomplishments and future goals.
Support case data is analysed to help identify trends and
identify action plans to reduce risk and recurrence.
1
AGSM
O
O
Abbreviations
AGSM: Account General Support Manager
ESM: Enterprise Services Manager
TAM: Technical Account Manager
NASE: Named Account Support Engineer
SLO: Service Level Objective
FTC: First Technical Contact
HPE FlexCare product family: Consists of various combination of products
HPE FlexCare product solution: Consists of various product families or centres
Data sheet
Page 14
Prerequisites
Hewlett Packard Enterprise Flexible Care Support (HPE FlexCare) customers must have a
valid HPE Software Enterprise Support Basic or HPE Software Enterprise Support Standard
contract. If a customer has an HPE Software Enterprise Support Standard contract, incident
prioritisation will also be available 24x7.
Additional terms
The following additional terms from the HPE Software Enterprise Support data sheet:
Cancellation, General, Site and product access, Software Support, Use of proprietary tools for
support and customer responsibilities.
Early adoption products may have reduced expertise and best practices coverage.
Response time objectives can be found with the HPE Software Enterprise Support data
sheet.
HPE FlexCare support is available between 8 a.m. and 5 p.m. local time on local business
days, excluding bank and local public holidays based upon the location of your HPE FlexCare
support contract. Access to prioritised pool of support resources under HPE FlexCare is
available according to the hours of coverage of your underlying HPE Software support
contract. If your HPE Software products are under a 24x7 supporting contract, you will be
covered 24x7 for the prioritised pool of support resources provided under HPE FlexCare.
HPE FlexCare credits are annual within your contract and will expire at the end of each
support contract year or at the end of each year of a multi-year contract. Where required, the
redemption of unused credits will be dictated by local laws.
Unused HPE FlexCare credits will not be refunded and cannot be added to another contract.
HPE reserves the right to charge at a daily rate for any additional work over and above the
service package pricing that may result from extra work due to the environment size or
complexity.
HPE FlexCare services may not be available for all HPE Software products in all regions. Each
order will be reviewed to determine if HPE Software can deliver the relevant service for the
specific products within the required region. If not you will be notified accordingly. Please
check with your sales representative before ordering to confirm availability.
Data sheet
Page 15
Concurrent HPE FlexCare support
As part of your underlying support agreement with HPE Software you are authorised to use
both the current Software version and the Migrated Software simultaneously (“Migrated
Software Concurrent Use Period”).
During any Concurrent Use Period, you are only authorised to use HPE FlexCare for your
current product families and centres, or you can transfer HPE FlexCare to your migrated
software products.
Talk to us about HPE FlexCare support
We are here to make sure you get the right level of support for your business. You will find
links to further information below, but why not talk to us? We can explain your options and
how your business will benefit. Please contact your HPE Software support representative to
discuss HPE FlexCare pricing.
Talk to your HPE Software representative to learn more.
Through our innovative oerings in Support, Software as a Service (SaaS) and Professional
Services, we partner with you to help enable your success and ROI.
The HPE Software IT Experts Community is your place to network, learn and participate via
forums, events, blogs and more. To learn more, visit hp.com/go/swcommunity.
Learn more at
hpe.com/support/flexcare
Data sheet
© Copyright 2015–2016 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change
without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty
statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.
4AA5-8232EEW, July 2016, Rev. 8
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