The Cloud Experience Everywhere

A Service Experience Designed to Deliver Peace of Mind: HPE Proactive Care

By Duncan Goode

WW Proactive Care Product Manager for HPE Pointnext Services

It’s always great to know that if something goes wrong in your IT environment you can get the help you need, when you need it. But even better is the confidence you get from knowing that you’re staying ahead of many potential issues and squashing them before they can put a dent in your operations. And better still is knowing that, if a problem does arise, you can quickly access expert support to resolve it.

Get an Enhanced Support Experience

But, like many of our customers, you may be looking for an extra level of assurance. Today, IT is the business and environments combine compute, storage, networking, and software, such as HPE hyperconverged infrastructure. Now, you may need deeper insight into firmware and software that needs updating, rapid access to help when you need it, tools that automatically log calls. You want to have confidence that you can easily tap into the right technical expertise when you need it.

That’s what HPE Proactive Care Service delivers – and much more. The “Care” part of the name covers a lot more than you might expect: HPE Proactive Care is actually a powerful combination of proactive that is provided through device analytics and enhanced reactive elements.HPE20160720055_800_0_72_RGB.jpg

Cost-effective and Simplified

HPE Proactive Care provides the key information to help you make better decisions and focus on business priorities. First, by connecting your devices to HPE, we monitor the telemetry, on a 24x7 basis, and proactively send out pre‑failure alerts to help you avoid outages. We provide operational reports about firmware levels and software revision levels, and deliver patch update recommendations to help you keep your infrastructure stable. We perform proactive scanning to provide a health check that identifies and resolves potential configuration issues. In addition, as an HPE Proactive Care customer, technical account managers are there to give you guidance about any of the content in these reports to get their expert insights and tailored advice on what your next steps might be. And, from a best practice perspective – with recommendations from the TAM, you get visibility into opportunities to improve your IT.

To help with day to day problems, HPE Proactive Care gives you rapid access to a Technical Solution Specialist with expert technical skills who acts as your single point of contact managing your call. The TSS has a greater breadth and depth of knowledge seeing your infrastructure as much more than simply the sum of its parts. That’s a very different skill set, one that eliminates the risk of delays because of multiple hand-offs.

The TSS manages your case from start to finish, so you never need to worry that every time you pick up the phone you’ll have to re-start the resolution process, taking your case all the way through to that all-important closure handshake. We want to ensure that there are no lingering concerns, no uncompleted tasks or loose ends. Above all, we want to eliminate that feeling that’s too often part of the IT support experience—that you’ve been left on your own. With Proactive Care, you’re in safe, expert hands.

We designed HPE Proactive Care, based on our many decades of services experience, plus taking into account customer input, to ensure that when you need help you can get through to the right person in the fastest way possible. We wanted to provide an enhanced call experience and faster resolution. To achieve that, we built a support organization with exceptionally high levels of training, streamlined processes, and prioritized access for escalations. We believe it’s a service that’s unequaled in the industry.

Give your business the right edge with the right level of targeted, proactive support services

To learn more, watch the video below. Then visit our HPE Proactive Care website to chat with a sales expert and get started today. 


About the AuthorDuncan Goode.jpg

 Duncan Goode is the WW Proactive Care Product Manager for HPE Pointnext. His goal is to ensure a quality support experience that drives business outcomes for customers. Duncan has worked in technology and support services for 30 years providing leadership and innovation in a variety of roles across Global Support,  Mission Critical, and Retail environments.  Based in Australia, Duncan enjoys spending any extra time playing & coaching cricket.


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