Service failure

[Brian Kimball]

I'm curious if anyone else has seen this but on Friday early am our HP Proliant server that we bought in March of this year just would not boot.  Our MSP came out and looked it over and said it appeared it was a motherboard failure.  They called in to HPE Support since we purchased a 4 hour same day service contract and put in a ticket.  Well, we are still down and it's been a full business day plus 4 hours and they will not even give us a estimate or plan of action.  This is our production server and we are only functional now because we have a backup appliance that can boot the VM's all be it, very slowly.  Just very frusterated at HPE's lack of response to a 4 hour next business day support contract.  Is this normal for them?

[Sunitha_Mod]

Hello @Brian Kimball,

We regret any inconvenience you may have encountered. We request you please take a moment to reply to the private message we've sent and provide the requested information. This will enable us to address your concerns with the relevant team.

[Brian Kimball]

The case number I was given is 5377494846-531-1. Please let me know if you can help and explain why our 4 hour service contract has been ignored since we've been down since Friday morning. Brian

[Sunitha_Mod]

Hello Brian, 

Thank you for sharing the details. This has been reported to the concerned team and someone from the team will get back to you. 

[Brian Kimball]

Any word on this?  Our server has now been down 3 full business days and we can't even get a good response as to when someone will come out and fix it.  We will likely never buy an HP server again if this is the way your service operates.