Key selling points

• Coverage window
• Access to technical resources
• Escalation management
• HPE electronic remote support solution
• Access to electronic support information and services
• Installation advisory support
• Remote problem diagnosis and support

Product features

• Coverage window
  The service coverage window specifies the time during which the Partner may contact HPE to receive hardware or software technical support and to order replacement parts.
• Access to technical resources
  The Partner may access HPE Priority Partner support resources via telephone, electronic communication, or fax for assistance in resolving hardware or software problems that are complex or difficult to reproduce.
• HPE electronic remote support solution
  As applicable, the HPE electronic remote support solution provides robust troubleshooting and repair capabilities that can help the Partner effectively resolve reported incidents. It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history.
• Access to electronic support information and services
  As part of this service, HPE provides the Partner with access to certain service and support tools and documentation, including service notifications and certain HPE proprietary service diagnostic tools.
• Installation advisory support
  Remotely delivered advisory support is provided to the Partner who encounters difficulties while performing a product installation or who needs advice on proper installation or updating methods. This service feature does not include walking the Partner through an installation procedure from start to finish.
• Remote problem diagnosis and support
  Once the Partner has placed a call and HPE has acknowledged receipt of the call, HPE will work during the coverage window to assist the Partner in isolating the hardware incident and to remotely troubleshoot, remedy, and resolve the incident.