HPE U6W98E, U7Q11E, UD500E, UF793E, UK574E Getting Started Guide
...
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
Page 2
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
Page 3
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
Data sheet
Page 4
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
Data sheet
Page 5
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
Loading...