HPE Proactive Care Advanced Service Support Services HPE Proactive Care Advanced Service expands on HPE Proactive Care Service and is designed to help you maximize the benefits of IT investments, maintain IT infrastructure stability, achieve business and IT project objectives, reduce operational costs, and free your IT staff for other priority tasks. Your assigned HPE Account Support Manager (ASM) provides personalized technical and operational advice, including HPE best practices gleaned from HPE's broad support experience. HPE Proactive Care Advanced can help to save you time with real-time monitoring and analysis of your devices that are connected to HPE, creating personalized proactive reports with recommendations to help prevent problems in your IT infrastructure. Your ASM can also arrange specialist technical advice and assistance to complement your IT skills to assist with specific projects, performance improvements, or other technical needs.
Should an incident occur, reducing business impact requires a swift and comprehensive response. A Hewlett Packard Enterprise Technical Solution Specialist (TSS) delivers an enhanced call experience intended to provide fast incident resolution. For severity 1 incidents, a Critical Event Manager (CEM) is assigned to drive the case and provide you with regular status and progress updates.
HPE Proactive Care Advanced uses Remote Support Technology1 to monitor devices and collect data, enabling faster delivery of support and services. Running the current version of Remote Support Technology is required to receive full delivery and benefits from this support service.
Service benefits HPE Proactive Care Advanced can help you to manage your infrastructure with features designed to provide:
- Increased accountability and personalization through an assigned ASM, who will work with your IT team to share Hewlett Packard Enterprise best practices and specific technical advice relevant to your IT needs and projects - Faster incident resolution from specially trained, solution-oriented advanced resources who manage the case from start to finish - A CEM assigned to severity 1 incidents to drive faster resolution and provide regular progress updates to keep you informed - Recommendations for firmware version and software patching on supported products to help prevent problems2 - Identification of risks and issues through regular device-based proactive scans that help ensure that configurations are consistent with Hewlett Packard Enterprise best practices2 - Access to technical advice and services from Hewlett Packard Enterprise specialists to augment your team with specific skills and capabilities
HPE Proactive Care Advanced includes credits that you can use to select and fund the specialized service assistance you need, when you need it. You can choose from a range of predefined technical services on the HPE Proactive Select menu, or your ASM can work with you to define the specific advice or assistance you need.