Description
HPE Foundation Care is a comprehensive suite of hardware and software support services designed to maximize the availability and reliability of your IT infrastructure. This 5-year warranty and service option provides you with expert Hewlett Packard Enterprise resources to diagnose, troubleshoot, and resolve hardware and software issues—whether they involve HPE hardware or selected third-party products. With remote diagnostics, on-site hardware repair when needed, and software support elements, HPE Foundation Care helps your team stay productive by reducing downtime and accelerating issue resolution. The service adapts to enterprise environments of all sizes, from single sites to global data centers, giving you a predictable support experience that aligns with your IT roadmap.
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Comprehensive hardware and software coverage — HPE Foundation Care delivers remote diagnostics and on-site hardware repair when necessary, covering eligible HPE hardware and selected third-party software. This ensures a unified support experience for your mission-critical systems and minimizes downtime across your IT estate.
By consolidating hardware and software support under one program, you gain streamlined escalation paths, unified Service Level Agreements (SLAs), and a single point of accountability when issues affect complex environments. This coverage is especially valuable for organizations managing multi-vendor ecosystems where quick collaboration between vendors accelerates problem resolution.
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Fast software support with 2-hour response — For software-related issues, HPE Foundation Care guarantees a 2-hour response time to assist with triage, troubleshooting, and issue isolation. This rapid engagement helps your teams stay ahead of service disruptions and reduces the time to restore normal operations.
Software support includes access to updates and patches where applicable, enabling your software stack to stay current with security, performance, and feature improvements. This is especially beneficial for businesses that rely on mission-critical software components that must remain secure and reliable.
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Five-year service duration for long-term productivity — The 5-year coverage window provides enduring protection and budgeting predictability. With a long-term service commitment, you can plan hardware refresh cycles and software upgrade paths with confidence, knowing that expert support remains available throughout the lifecycle of your devices.
This extended horizon supports stable IT operations, reduces surprise maintenance costs, and aligns with enterprise procurement and financial planning strategies. Your team can focus on innovation and growth while HPE handles the ongoing protection of the underlying infrastructure.
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Basic Software Support and Collaborative Call Management — For eligible software, HPE Foundation Care includes Basic Software Support and Collaborative Call Management for selected non-HPE software. This collaborative approach helps coordinate issue resolution across both HPE and third-party vendors, minimizing handoffs and accelerating recovery times.
Collaborative Call Management ensures that when software problems arise, the service teams work together to diagnose and remediate, improving the likelihood of a timely fix and reducing the administrative burden on your IT staff.
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Global, flexible coverage with reliable service delivery — This service is designed to support diverse environments, from single-location deployments to global data centers. Depending on your region, Next Business Day (NBD) service options can be included to further shorten downtime and restore operations quickly after incidents.
HPE Foundation Care is built to integrate with your existing IT support processes, offering predictable service levels, clear escalation paths, and access to HPE technical resources when you need them most—24/7 knowledge and guidance to help your team stay productive.
Technical Details of HPE Foundation Care - 5 Year
- Service duration: 5 years
- Coverage scope: Comprehensive hardware and software support for eligible HPE hardware and selected third-party software, including remote diagnosis and on-site hardware repair where required; Basic Software Support and Collaborative Call Management for eligible software
- Response times: 2-hour software support response time for software-related issues
- Delivery model: Includes remote technical assistance, software updates and patches where applicable, and on-site hardware repair when needed
- Additional options: Next Business Day (NBD) service options in eligible regions to expedite hardware recovery and minimize downtime
- Eligibility and software coverage: Determination of eligible software products is handled by HPE; contact HPE for confirmation of included software and scope of coverage
- Target customers: Enterprises deploying HPE hardware with integrated software workloads seeking reliable, long-term support and simplified vendor coordination
How to install HPE Foundation Care - 5 Year
HPE Foundation Care is a service enrollment rather than a physical installation. Activation and enrollment steps are designed to be straightforward and integrated with your existing procurement and IT service processes.
Step-by-step guidance to activate your service typically includes:
Step 1 — Verify eligibility: Confirm that your HPE hardware and eligible software are within the scope of Foundation Care and determine whether any third-party software qualifies for collaborative support. This step often involves reviewing device serial numbers, model names, and current warranty status.
Step 2 — Gather required information: Prepare device details (serial numbers, SKUs, location, and primary contact), software product names, and any existing service contracts. This information helps streamline enrollment and future support requests.
Step 3 — Engage your channel or HPE: Work with your authorized HPE partner or HPE direct sales to initiate the Foundation Care enrollment. They will guide you through the contract terms, pricing, and service level options, including any NBD add-ons if available in your region.
Step 4 — Activate the coverage: The activation step typically occurs in the HPE Service Portal or via the partner’s service management system. You or your IT administrator will register devices, assign service contacts, and set up preferred communication channels for incident notifications.
Step 5 — Manage and monitor: After activation, benefit from ongoing support, software updates, and access to HPE technical resources. Maintain accurate asset records so future renewals and software eligibility determinations stay smooth, and leverage the collaborative call management process for multi-vendor issue resolution when needed.
Frequently asked questions
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What is included in HPE Foundation Care - 5 Year?
HPE Foundation Care provides remote diagnosis, on-site hardware repair when required, basic software support for eligible products, and collaborative call management for selected non-HPE software. The service is available for five years and includes a 2-hour response time for software-related issues and options for Next Business Day delivery in eligible regions to help minimize downtime.
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Who should consider Foundation Care?
Organizations with critical HPE hardware and embedded software workloads that require rapid incident response, predictable budgeting, and simplified vendor coordination. This plan is well-suited for data centers, enterprise IT environments, and multi-site operations seeking long-term protection and service consistency.
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What is the difference between remote diagnosis and on-site repair?
Remote diagnosis is the initial investigation performed by HPE technical resources over the network or via remote access to identify the root cause. If the issue cannot be resolved remotely, on-site hardware repair can be scheduled to physically address the problem at the customer’s location, reducing downtime and restoring service faster.
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Can software updates be included?
Yes. For eligible software products, Foundation Care provides remote technical support and access to software updates and patches as part of the service, helping to keep your software secure and up-to-date without additional maintenance contracts.
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How long does activation take?
Activation timelines vary by region and the complexity of your environment, but enrollment is designed to be straightforward. Working with an HPE partner or HPE representative typically accelerates the process, with activation often completed within days after submission of the necessary details.
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What happens at renewal time?
Renewal typically involves reaffirming coverage terms, updating asset lists, and reissuing service contracts for another term. Your account manager will review pricing, eligibility, and any changes in software support or hardware coverage to ensure continued alignment with your IT strategy.
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