protecting the business with hpe pointnext · from hpe - hpe-recommended software and documentation...

DIGITALPLAYBOOK ›

Protecting the Business With HPE Pointnext

Table of ContentsHPE Pointnext . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

HPE Post Warranty Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

HPE Foundation Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

HPE Proactive Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

HPE Proactive Care Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

HPE Datacenter Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

HPE Service Credits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

HPE Training Credits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

HPE Pointnext Advisory and Professional Services . . . . . . . . .19

HPE Pointnext Digital Playbook

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HPE Support Services Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

HPE Warranty Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

HPE GreenLake . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

About Ingram Micro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Ingram Micro Services Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

HPE Services Smart Enablement Portal . . . . . . . . . . . . . . . . . . . . . . .29

Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

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HPE Pointnext Post Warranty Support Foundation Care Proactive Care Proactive Care Advanced Datacenter Care Service Credits

About Ingram Micro Ingram Micro Services Team

Deliver IT Services That Meet Customer and Partner Expectations

HPE Pointnext harnesses the power of hybrid IT, real-time analytics, and mobile solutions to meet the application and data demands of today and tomorrow.

With HPE Pointnext, you can help your partners and customers:

Generate timely, actionable, and relevant business insights

Get the most value out of hybrid IT environments

Accelerate business growth and innovation

Navigate from Now to Next

https://www.hpe.com/us/en/services/pointnext.html

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Service Credits Training Credits Support Services Central Warranty Check HPE GreenLakeAdvisory and Professional Services

Ingram Micro Services Team Smart Enablement Portal Contact Us

Provide Support at Every Stage of the IT LifecycleHPE Pointnext services align with HPE server, networking, and storage products. They combine consulting expertise, financial flexibility, and operations so you can support your partners and customers at every stage of the IT lifecycle.

Operational Services HPE Pointnext simplifies and improves IT support.

HPE Foundation Care: Provides remote diagnosis and support, on-site hardware repair, and other hardware and software services to maximize IT infrastructure availability

HPE Proactive Care: Improves the stability and operation of converged infrastructure that covers servers, operating systems, hypervisors, storage, storage area networks (SANs), and networks

HPE Proactive Care Advanced: Offers an assigned HPE Account Support Manager (ASM) who provides personalized technical and operational advice and best practices

Environment SupportHPE Pointnext transforms and optimizes IT environments — from the edge to the cloud.

HPE Datacenter Care: Leverages specialized expertise and methodologies and an agile, cloud-like data center model to automate and modernize IT operations

HPE GreenLake: Consolidates public cloud simplicity, agility, and economics with the security and performance of on-premises IT to deliver the right mix of hybrid IT

Advisory and Professional ServicesHPE Pointnext advisory and professional services include custom consulting, deployment services, and Technology Support Credits for assessments, performance analysis, and firmware management.

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Maintain Support After the Warranty Expires

HPE Post Warranty Support extends the operational lifecycle of IT devices beyond the standard warranty.

With HPE Post Warranty Support, you can:

Prevent IT outages and downtime

Deliver fast, reliable IT support

Simplify the IT support experience

Provide Partners and Customers With the Support They Need




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Keep Partner and Customer Devices RunningHPE Post Warranty Support includes access to product expertise and parts so you can keep partner and customer devices running .

Warranty HPE Pointnext Support

Call Coverage Business hours Business or after-hours options

Response Time Varies – largely next business dayNext business day, 24x7, or 6-hour call to repair

Part Replacement Customer self-repair (for most parts) On-site

Priority Standard warranty Standard or enhanced

Software SupportMedia replacement and 90-day

software startup assist2-hour response,

SW/HW updated support

AvailabilityWarranty duration

(typically 1 to 3 years)3, 4, or 5 years; day 1 until

end-of-service life

Coverage Consistency

Varies between products; also varies among sub-products and add-ons

Single experience across and within products

Retention Options NoneDMR (HDD/SDD) and CDMR (all data

retentive parts) retention options

vs.



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Provide Easy-to-Use IT Support

HPE Foundation Care offers hardware and software support with multiple coverage windows and response times.

With HPE Foundation Care, you can help your partners and customers:

Keep IT devices running

Reduce IT complexity

Meet service-level expectations

Deliver IT Support That Exceeds Expectations



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Offer the Right Level of IT SupportHPE Foundation Care features four support levels to accommodate a wide range of IT and business needs.

HPE Foundation Care Next Business Day Service• Coverage available Monday through Friday

between 8:00 a.m. and 5:00 p.m. local time excluding holidays

• Next business day on-site response time for hardware issues

• 2-hour callback for software issues

HPE Foundation Care 24x7 Service• 24x7 service including holidays

• 4-hour on-site response time for hardware issues; best effort response; service window is not guaranteed


HPE Foundation Care Call to Repair• 24x7 service including holidays

• 6-hour call-to-repair time; commitment to have hardware operational within 6 hours


HPE Foundation Care 4-Hour Exchange Service for HPE Networking• 24x7 service

• 4 hours for replacement hardware delivery




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Prevent IT Problems Before They Occur

HPE Proactive Care includes proactive and reactive support services for IT devices and systems.

With HPE Proactive Care, you can help your partners and customers:


Maintain reliable IT infrastructure

Achieve better business outcomes

Deliver Reliable IT That Drives Business Results



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Improve the Stability and Operation of Converged InfrastructureHPE Proactive Care features:

HPE Support Resources• HPE Technical Account Manager (TAM)

• HPE Technical Solution Specialist (TSS)

Problem Prevention• Firmware and software version report and

recommendations

• Proactive scan report and recommendations

• Incident report

• Report distribution to HPE Support Center

• Review with TAM

• Remote support technology installation assistance

Incident Management• Enhanced call handling

• Automatic call logging capability

• Basic software support and collaborative call management (available for selected non-HPE software on eligible HPE hardware products)

• Knowledge database and HPE Support Center access

• Replacement parts and materials

• Access to firmware updates (for eligible products)

Incident Management Service Levels• Hardware reactive support choices at three levels:

- HPE Next Business Day Proactive Care Service

- HPE 4-hour 24x7 Proactive Care Service

- HPE 6-hour Call-to-Repair Proactive Care Service

• Software reactive support:

- 24x7 software support

- Software product and documentation updates

- License to use software updates if purchased from HPE

- HPE-recommended software and documentation updates method

Optional Services• Additional technical expertise

• HPE DMR

• HPE CDMR



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Provide Flexible, Personalized IT Support

HPE Proactive Care Advanced delivers flexible, personalized support for business-critical IT.

With HPE Proactive Care Advanced, you can help your partners and customers:

Resolve IT problems quickly


Maximize IT reliability and stability

Deliver IT Support That Drives Business Growth

HPE Proactive Care HPE Proactive Care Advanced

IT problem preventionAssigned ASM for personalized

technical collaboration

Enhanced call experience with start-to-finish call management

Flexible access to specialist skills to help optimize business-critical IT

n/a Enhanced critical incident management

n/a Support credits for technical services

HPE Proactive Care Advanced incorporates and builds on HPE Proactive Care.

vs.



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Improve IT Performance and ROIHPE Proactive Care Advanced features:

HPE Support Resources• ASM

• TSS

• Critical Event Manager (CEM)

• Customer Engineer (CE)

Problem Prevention and Personalized Technical Expertise• Firmware and software version report

• Proactive scan report

• Incident report

• Report distribution

• Credits for technical advice and services

• Support planning and reviews

• Remote support technology

Incident Management• Enhanced call handling

• Enhanced critical management

• Automatic call logging capability

- Basic software support and collaborative call management for selected non-HPE software on eligible HPE hardware products

• Knowledge database and HPE Support Center access

• Replacement parts and materials

• Access to firmware updates for eligible products

Incident Management Service Levels• Hardware reactive support choices at three levels:

- HPE Next Business Day Proactive Care Advanced Service

- HPE 4-hour 24x7 Proactive Care Advanced Service

- HPE 6-hour Call-to-Repair Proactive Care Advanced Service

• Software reactive support:

- 24x7 software support

- Software product and documentation updates

- License to use software updates if purchased from HPE

- HPE-recommended software and documentation updates method

Optional Advanced Features for HPE Proactive Care Advanced With DMR Services• DMR

• CDMR

Optional Additional Access to Technical Expertise• Proactive Select and Technical Services



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Maximize the Value of ITHPE Datacenter Care enables you to deliver personalized, flexible, and cost-effective support to meet specific data center requirements.

With HPE Datacenter Care, you can help your partners and customers:

Automate IT infrastructure

Improve IT stability

Avoid IT outages and downtime

Drive IT Agility, Innovation, and Stability




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Provide Support Across Business-Critical EnvironmentsHPE Datacenter Care features proactive and reactive service levels to cover requirements ranging from basic to business-critical environments .

HPE Datacenter Care Starter Pack• Includes the following HPE Datacenter Care

relationship management and environment service features:

• Assigned account team

- ASM

- TAM

- Datacenter Hardware Specialist (DHS)

• Account support plan

• Support planning and review

• Support activity review

• HPE Support Center

• Inventory management

• Operational and technical advice

• Education planning and assistance

• HPE Digital Learner Starter Pack for HPE Datacenter Care

• HPE Service Credits

HPE Datacenter Care Add-On Service• Attaches HPE Datacenter Care support to products

added to an existing HPE data center . It includes the following service features:

• Proactive Features

• Assigned account team

- ASM | TAM | DHS

• Account support plan

• Inventory management

• Support planning and review

• Support activity review

• HPE Support Center

• HPE educational planning and assistance

• Environmental proactive features, which may include:

- Operational and technical advice

• Enhanced call handling, which includes:

- Accelerated escalation management

- Remote hardware/software incident diagnosis & support

• HPE electronic remote support solution

• Assistance on third-party software products

• Access to electronic support information and services



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Provide Specialized IT Services

HPE Service Credits offer flexible, prepaid access to predefined and custom-scope technical services.

With HPE Proactive Care Advanced, you can help your partners and customers:

Optimize IT uptime

Maximize IT capacity

Streamline IT operations

Improve IT Operations, Performance, and Capacity




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Deliver Specialized Services Across the IT SpectrumHPE Service Credits supplement services provided under an active warranty or support services coverage, and their features include:

HPE Service Credits• Redeemable in exchange for service activities in

the HPE Service Credits menu

• May also include custom-priced and custom-scopeactivities subject to an HPE agreement and amutually executed statement of work (SOW)

HPE Remote Credit Advisor (RCA) • RCA calls within 2 hours of receipt of a service

request during HPE standard local business daysand hours excluding holidays

• RCA discusses service requirements andrecommends and schedules services from the HPEService Credits menu

• If a return call within 2 hours is inconvenient, apreferred callback time may be requested duringHPE standard local business days and hoursexcluding holidays

HPE Support Center• HPE Support Center portal provides online self-

management of HPE Service Credits and serviceselections

• End user is responsible for authorized use of theportal when redeeming and scheduling servicesand ensuring only authorized individuals redeemHPE Service Credits and schedule services

Duration Credit Block Total Credits

1 year 10 x 1 year 10

3 years 10 x 3 years 30



HPE Service Credits are available for purchase in 10- or 30-credit blocks and durations as noted in the following tables:

Duration Credit Block Total Credits

1 year 30 x 1 year 30




10 Credits Service* 30 Credits Service*

*No Minimum Service Usage Per Year



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Deliver Practical, Convenient Technical Training

HPE Training Credits make it simple to meet technical training requirements.

With HPE Training Credits, your partners and customers can:

Enroll in HPE Education Services training

Attend training as needed

Streamline training budgeting and purchasing

Minimize the Time Spent on Purchasing and Managing Training



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Provide Flexible, Economical, and Simple Ways to Purchase TrainingHPE Education Services offers two types of HPE Training Credits:

HPE Training Credits for Total Education• HPE Training Credits for Total Education feature a currency-based “account” of funds that

can be used to register for any HPE Education Services training . They come in two versions:

• HPE Credits for Total Education Services

- Sold in increments of $1,000 or approximate equivalent in local currency

• HPE Credits for Total Education One Services

- Sold in increments of $100 or approximate equivalent in local currency

HPE Technology-Specific Training Credits• HPE Technology-Specific Training Credits enable students to buy training units for a specific

technology . They are available for the following products:

HPE Training Credits for Big Data Services

HPE Training Credits for Cloud Services

HPE Training Credits for HP-UX Services

HPE Training Credits for Linux Services

HPE Training Credits for Microsoft Services

HPE Training Credits for NonStop Services

HPE Training Credits for Servers/Hybrid IT Services

HPE Training Credits for Storage Services

HPE Training Credits for VMware Services




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Accelerate Time to Value for Partners & Customers

HPE Pointnext advisory and professional services combine the right people with the right technology to help accelerate time to value.

With HPE Pointnext advisory and professional services, you can help your partners and customers:

Eliminate IT complexity

Increase efficiency and productivity

Respond quickly to market possibilities

Boost Efficiency and Productivity



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Accelerate Time to Value for Partners & Customers

Find the Right Advisory and Professional ServicesHPE Pointnext advisory and professional services include:

HPE Installation and Deployment Services• HPE Installation and Deployment Services

ensure HPE products are installed and deployed in accordance with product specifications and partner and customer needs .

HPE IT Performance Services • HPE IT Performance Services offer end-to-end

services to keep IT at peak performance .

HPE Integration and Performance Services• HPE Integration and Performance Services help

you integrate new technology into partner and customer environments, as well as migrate data safely, reduce disruption, and minimize future maintenance .

HPE Firmware Update Analysis Service• The HPE Firmware Update Analysis Service offers

recommendations for firmware revision levels for selected HPE servers, storage products, network devices, and solutions .



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Tools to Deliver the Right Packaged Support Services

Hewlett Packard Enterprise Support Services Central (formerly Care Pack Central) is a Web-based lookup tool for Packaged Support Services for HPE products.

Support Services Central is available to anyone who needs to find Fixed HPE Support Services available for a select country or service offer information. It is accessible via the HPE Partner Portal and for HPE users via the Support Services Central website.

Offer Quick, Easy Access to Packaged Support Services



https://ssc.hpe.com/portal/site/ssc/

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Provide the Packaged Support Services Your Partners and Customers NeedTo find an HPE product in Support Services Central, enter the HW/SW number, serial number, product model name, or Packaged Support Services SKU . Or, browse by the following product categories:

HPE Education (standalone only)

HPE Networking

HPE ProLiant

HPE ProLiant (SmartBuy)

HPE Software

HPE Synergy

HPE Cloudline

HPE Edgeline

HPE Apollo Series

HPE Storage

Tools to Provide Warranty Status Updates

HPE Warranty Check is a Web-based lookup tool that allows you to enter serial number information and retrieve the warranty status for HPE products.

HPE Warranty Check provides HPE product warranty details, such as:

Coverage dates Deliverables Service type and level

Review Warranty Details

HPE Warranty Check does not retrieve support agreement information . For support agreement information, click HPE Software updates and licensing in the HPE Warranty Check main menu .



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Balance IT Flexibility, Cost, and Control

HPE GreenLake includes purpose-built solutions that deliver IT outcomes with hardware, software, and expertise on premises in a pay-per-use model.

With HPE GreenLake, you can help your partners and customers:

Optimize IT costs, control, and agility

Get IT workloads running quickly

Align IT spend to business priorities

Maximize IT Outcomes for Partners and Customers



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Deliver the Flexibility and Economic Advantages of the CloudHPE GreenLake solutions include:

HPE GreenLake Flex Capacity• HPE GreenLake Flex Capacity offers a

consumption-based model on premises. It enables you to use HPE Pointnext to design custom infrastructure solutions, as well as optional services to support applications and workloads.

HPE GreenLake Big Data• HPE GreenLake Big Data is a complete

workload solution for the Hadoop lifecycle. It consists of hardware, software, and HPE Pointnext services that provide a comprehensive, end-to-end solution.

HPE GreenLake Backup• HPE GreenLake Backup is an end-to-end

backup solution that consists of hardware, software, and services. It features a unique Front-End Terabyte metering and billing unit that ensures actual backup usage is metered and billed monthly as a service.

HPE GreenLake Database with EDB Postgres Secure • HPE GreenLake Database with EDB Postgres

Secure is an open-source-based operational data management platform. It brings together all the components required for managing structured and unstructured data in a federated model.

HPE GreenLake for SAP HANA• HPE GreenLake for SAP HANA delivers top

performance and flexibility for mission-critical workloads. It offers SAP HANA design, implementation, performance, security, and control, along with SAP-certified infrastructure available in different configurations.

HPE GreenLake Edge Compute• HPE GreenLake Edge Compute provides an

end-to-end framework to help your partners and customers deploy Internet of Things (IoT) solutions. It delivers a modern IoT operational infrastructure within a flexible framework, so partners and customers can constantly and proactively adapt to fluctuating market conditions.

HPE GreenLake: The Foundation for Everything-as-a-ServiceHPE GreenLake offers consumption-based IT solutions designed, delivered, and operated

by HPE Pointnext. With HPE GreenLake, you can help your partners and customers reduce:

• Time spent to deploy global IT projects by 65% shorter time to deploy global IT projects1

• Time spent “keeping the lights on” by 44%2

• IT support load by 40%1

• CapEx due to overprovisioning by 30%1





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Realize the Promise of Technology

Ingram Micro helps businesses fully realize the promise of technology™. With its vast global infrastructure and focus on cloud, mobility, technology lifecycle, supply chain, and technology solutions, Ingram Micro enables business partners to operate more efficiently and successfully in the markets they serve.



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Realize the Promise of Technology Demand Generation

Pre-SalesImplementation

Post-Sales

• Business Planning• Hi Touch Field Sales Reps• Investment Management• Lead Management

• Account Management• Business Planning• Configuration• Credit/Finance• Forecasting• Opportunity Tracking• Sales Support• Solutions Enablement• Stocking/Inventory• Technical Support

• Marketing• Partner Enablement• Program Support• Training

• Configuration• Credit/Finance• Field Engagement• Order Management• Order Validation• Partner Recognition• Project Management• Solutions Development• Technical Support• Unique HW/SW Sourcing

• Contract Administration• Customer Escalation

Management• Quarterly Business

Reviews• Service Contract

Management

• Service Delivery Installation and Start-Up

• Shipment Tracking• Support• Technical Support



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The Ingram Partner Advantage

The Ingram Micro services team features service professionals, engineers, and technicians who plan, implement, manage, and support IT products and solutions.

The Ingram Micro services team applies best practices to help you:

Increase your services revenue

Expand your geographic reach

Extend your technical competency

Acquire new business while controlling costs

Provide unbiased, third-party assistance

Ensure Profitability and Productivity



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Discover the Right Services and TrainingThe Ingram Micro services team provides the following services and training:

Credit and Financial ServicesIngram Micro Credit and Financial Services provide access to flexible and comprehensive financial offerings that help increase buying power and extended credit to help channel partners capture more sales opportunities .

Customer ServiceIngram Micro Customer Service supports channel partners at every stage of purchase and helps them resolve end-user, business, and technology concerns .

Pre-Sales Technical SolutionsIngram Micro Pre-Sales Technical Solutions offer access to best-in-class, cross-trained, specialized, and business-minded technical support engineers who understand IT resellers’ needs, build solutions to address IT challenges, and provide the expertise and data necessary to successfully close sales .

Professional and Training Services Ingram Micro Professional and Training Services include everything from simple desktop system setups to advanced virus fighting . They also include vendor-authorized courses .



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HPE Services Smart Enablement Portal

HPE Services Smart Enablement Portal makes it easy for channel partners to proactively promote renewal sales to existing customers.

Exclusive to Ingram Micro, the Smart Enablement Portal offers:

Instant access to renewals

Change requests

Renewal pipeline

Online ordering

Support for Your HPE Pointnext Renewals Business

Renewal management tool

Export quotes/contracts

Generate refresh campaigns


About Ingram Micro Ingram Micro Services Team29

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http://www.smartenablement.com/

Sign Up for the Smart Enablement Portal TodaySign up for the Smart Enablement Portal today to start increasing service revenue opportunities! Click below to watch the Smart Enablement Portal demo. To learn more, please contact Alexandra Logel at [email protected] or Brian Koch at [email protected].


Ingram Micro Services Team Smart Enablement Portal Contact Us 30

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mailto:[email protected]

mailto:[email protected]

http://www.smartenablement.com

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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.

© 2019 Ingram Micro Inc. All Rights Reserved.

1 A commissioned study conducted by Forrester Consulting, “The Total Economic Impact™ of HPE GreenLake Flex Capacity,” May 2018.

2 IDC White Paper, sponsored by HPE, Business Value Enabled by HPE Datacenter Care Service, Sept. 2017.

For more information about HPE Pointnext,

please contact us today.

Call 800.456.8000 x77637 or [email protected]

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