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Customer satisfaction woth HP hardware support for 9000 servers

 
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Alexander M. Ermes
Honored Contributor

Customer satisfaction woth HP hardware support for 9000 servers

Could you pls let me know your degree of satisfaction with HP hardware support for the 9000 server series ?
Kind regards
Alexander M. Ermes
.. and all these memories are going to vanish like tears in the rain! final words from Rutger Hauer in "Blade Runner"
18 REPLIES 18
Bernhard Mueller
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Alexander,
if you are talking about servers _only_ and just the 9000 series, on the "forums scale" I'd assign 10 points

Regards,
Bernhard

Alexander M. Ermes
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Sounds nice. What about software support ( HP-UX ) ?
Rgds
Alexander M. Ermes
.. and all these memories are going to vanish like tears in the rain! final words from Rutger Hauer in "Blade Runner"
Robert-Jan Goossens_1
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Hi Alexander,

Compared to our two other support contracts (S..+I..) a 9 on a 0 to 10 scale. Never had Hardware issues whit HP.

Regards,
Robert-Jan
Alexander M. Ermes
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Hi there.
For all :
could you give me aour opinion about software support as well ?
Thanks in advance.
Alexander M. Ermes
.. and all these memories are going to vanish like tears in the rain! final words from Rutger Hauer in "Blade Runner"
Robert-Jan Goossens_1
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

NO problem,

HP very good (8)
SUN good (7) Software itself is good but support is not always how it should be.
IBM good (7.5)
Bernhard Mueller
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

SW support HP-UX only: 9 points
SW support DP only: 5 points

Regards,
Bernhard

P.S. IMHO the support is really the reason why a lot of people do _not_ move to cheaper HW/SW. There would be more reasons I could add to that but that one actually makes the _big_ difference.

malvin drakley
Esteemed Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Hi Alexander,
As a hardware engineer I can only offer an opinion on your original question. Whenever I have had occasion to use their services I have always found them to be worth at least a 10. That probably just applies to my little corner of S.E. England though!! as I cannot speak for the rest of the UK.
cheers

malvin
Not me Chief, I'm Radar
Tom Ward_1
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Hello Alexander,

I'm very pleased with HP's 9000 support.
I'm impressed with how well the different parts work together. I can open a call with software due to a log entry that I'm concerned about. They'll identify it as a hardware problem and pass it over to the hardware folks who in turn have a CE dispatched to replace the hardware.

I've heard some not so nice things from the Wintel folks about getting support on former Compaq boxes. I'm glad I work with the 9000s. That support has been great.

Also the ITRC for hp-ux and 9000 hardware rocks. I don't think there's anything nearly as good for the former Compaq side.

Regards,
Tom
Patrick Wallek
Honored Contributor
Solution

Re: Customer satisfaction woth HP hardware support for 9000 servers

I have always been pretty pleased with both the hardware and software support from HP. There have been a couple of times when issues should have been resolved quicker than they were, but for the most part I'd give everyone an A+.

The only real issue I had was one time I had problems with PHKL_18543 and the initial response center person (I hesitate to call her an engineer) tried to tell me that HP-UX regenerated the kernel every time you rebooted. I was less than pleased with that person, but that event took place 3 or 4 years ago.
Michael Tully
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

I'm usually pleased with the service provided, particularly hardware support, where I know all of the engineers that I make contact with. Software is a different matter, primarily because I will have done all of the preliminary work already and have to explain it again to at least two CE's, as well as supply umpteen logs that sometimes don't have anything to do with the problem.
Other than that it's fine ...
Anyone for a Mutiny ?
T G Manikandan
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

If you are asking about the HPUX RISC servers -- 9 out of 10.

We have some Vectra HP Intel desktops for which the support is very bad.

DELL gives good support for that.

Never had any software support with HP.
Mic V.
Esteemed Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

I'm speaking about experience with HP9000 servers, no workstations. I've worked with them for six and a half years and I've done everything from time and materials jobs up to CSS level service.

In short: I would never trust my business-critical systems to third-party hardware support.

I'd give a 9 of 10 overall. I find that there is some variance between CEs, but am happier with HP than with Sun; HP doesn't farm out lower-level repairs to third party contractors. I suggest that to be most successful with HP support, you should have a good eye for detail and be self-assured; you occasionally need to ask someone to do something differently or to escalate. You will also have better results if you really know your systems and keep configurations printed out. (This is probably just true in general, not picking on HP.)

We have some fantastic CEs in our region and I couldn't have gotten by without them. The dispatchers (hardware and software) are also very nice and very helpful in general. The folks in the response center have put up with my refusal to let them log in when they were diagnosing hardware issues and always graciously worked with me as their hands.

I'm also generally happy with HP's software support, though I haven't had to use them extensively and I *did* have CSS support, so I wasn't dealing with first-line support. The ITRC is IMO the best feature of HP support; I simply could *not* get by without the knowledge database. The forums are also a good source of support.

Mic
What kind of a name is 'Wolverine'?
Alexander M. Ermes
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Thanks to all forum members giving me their opinion.
But showing the rabbit on the posting does not mean, that i am not interested in more.
So keep it going.
Rgds
Alexander M. Ermes
.. and all these memories are going to vanish like tears in the rain! final words from Rutger Hauer in "Blade Runner"
Keith Bevan_1
Trusted Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Alexander,

The company I work for have predominantly used HP kit and specifically HP 9000's (D,K & L Class servers) over the last 6 years.

All HP Hardware calls have been addressed and resolved in a very efficient manner.

Whenever HP Calls have been raised, or engineer advice or visits have been required, HP have alwyas given due consideration towards downtime,timeliness of solutions and satisfaction of the customer. 10/10

Keith
You are either part of the solution or part of the problem
Keith Bevan_1
Trusted Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Alexander,

Oops !! I forgot to mention Software Calls also.

Not as good, probably an 8 out of 10. Just has a few issues with obtaining Support Bundles and Patches on media, rather than downloads. Overall still relatively pleased. 8/10

Keith
You are either part of the solution or part of the problem
Andreas Ciecior
Occasional Visitor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Dear Alex,
the HP support in hard- and Software is the best one you will find on the market. Belive me ;-)

ANdreas
Alexander M. Ermes
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

Hi Andreeas.
Why do i not see the blue flag along with your name ?
;-)
Rgds
Alex
.. and all these memories are going to vanish like tears in the rain! final words from Rutger Hauer in "Blade Runner"
Alexander M. Ermes
Honored Contributor

Re: Customer satisfaction woth HP hardware support for 9000 servers

I ma overwhelmed by all the answers.
Thank you very much
.. and all these memories are going to vanish like tears in the rain! final words from Rutger Hauer in "Blade Runner"