Description
Maximize uptime and safeguard your IT infrastructure with the HPE Foundation Care Service featuring Comprehensive Defective Material Retention. This extended service from Hewlett Packard Enterprise combines hardware and software support to help your organization stay productive, resilient, and ahead of evolving technology needs. With a 5-year duration, rapid response times, and on-site repair when necessary, you gain dependable assistance that aligns with your mission-critical workloads. The Defective Material Retention (DMR) element simplifies asset management by enabling you to retain defective components during the repair process, while the service delivers proactive care through remote diagnosis, software updates, and collaborative support for select software titles. Whether you’re running HPE servers, storage, or networking hardware, this service is designed to reduce mean time to repair (MTTR) and protect your technology investment.
- 4 Hour Response Time for timely resolution of hardware issues, helping minimize downtime and maintain business continuity through rapid parts and labor support.
- On-Site Hardware Repair with Remote Diagnostics combines the efficiency of remote analysis with hands-on service when needed, ensuring problems are diagnosed quickly and fixed efficiently.
- Comprehensive Software Support includes remote technical assistance and access to updates and patches for eligible HPE software, plus collaborative call management for supported third-party software, helping to keep your applications running smoothly.
- 5-Year Coverage provides long-term stability and predictable budgeting, protecting your IT investment across the lifecycle of your critical hardware and software assets.
- Defective Material Retention (DMR) enables you to retain defective components during the repair process, simplifying asset handling, inspection, and compliance while supporting fast service delivery.
Technical Details of HPE Foundation Care Service with Comprehensive Defective Material Retention
- Service Type: Foundation Care with Comprehensive Defective Material Retention
- Scope of Coverage: Hardware and software support, including remote diagnosis, on-site hardware repair, and software updates/patches for eligible products
- Response Time: 4 hours for parts and labor; service availability varies by region and product line
- Service Duration: 5 years from activation date, providing long-term reliability and planning certainty
- Software Support: Basic Software Support for eligible HPE software; Collaborative Call Management for selected non-HPE software; access to updates and patches as released
- Defective Material Retention: Customers retain defective material during service interactions, streamlining return and disposal processes while supporting swift repairs
- Eligible Hardware: Applies to selected HPE hardware offerings (servers, storage, networking) as defined by contract and eligibility criteria
- Delivery Model: Hybrid mix of remote diagnostics, on-site repair, and software support to maximize uptime and minimize disruption
how to install HPE Foundation Care Service with Comprehensive Defective Material Retention
- Step 1 — Verify Eligibility: Confirm that your hardware and software products qualify for Foundation Care with Defective Material Retention through your HPE account representative or authorized reseller.
- Step 2 — Gather Asset Details: Collect service tags, serial numbers, model names, and locations of the devices to be covered, along with key contact information for on-site coordination.
- Step 3 — Activate in the HPE Service Portal: Log into the HPE Service Portal (or work with your sales partner) to register assets, attach them to the Foundation Care contract, and specify coverage start date and service level.
- Step 4 — Confirm Coverage and SLAs: Review the defined service levels, response times, and DM Retention parameters, and confirm any region-specific requirements or exclusions with your account representative.
- Step 5 — Plan for On-Site Visits (if needed): If on-site service is required, coordinate access windows, power requirements, and any site-specific safety procedures to ensure technicians can arrive and work efficiently within the 4-hour response window.
- Step 6 — Activate Continuous Support: Post-activation, leverage remote diagnostics for proactive monitoring, schedule maintenance where appropriate, and initiate software update processes as released by HPE and supported third-party vendors.
Frequently asked questions
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What is included in HPE Foundation Care with Comprehensive Defective Material Retention?
This service provides hardware and software support, remote diagnosis, on-site hardware repair when necessary, basic software support for eligible HPE software, collaborative call management for select non-HPE software, and updates/patches for covered software. A unique feature is the Defective Material Retention option, which allows you to retain defective components during service interactions to streamline returns and asset handling.
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How long does the service last?
The coverage is extended over a 5-year period from activation, offering long-term protection and predictable budgeting for lifecycle planning.
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What is the guaranteed response time?
The standard response time is 4 hours for parts and labor, helping you minimize downtime. Regional availability may affect exact times, so confirm in your contract.
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Does it include software updates?
Yes. The service includes remote software support and access to updates and patches for eligible HPE software, with collaborative call management for certain third-party software as provided by the original manufacturers.
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What does Defective Material Retention mean for my assets?
Defective Material Retention means you may retain the defective components during the repair process, which can simplify asset tracking, compliance, and disposal, while your repair is completed and validated by HPE technicians.
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How do I activate or renew this service?
Activation or renewal is handled through your HPE account representative or an authorized reseller. You’ll register the applicable hardware and software, confirm service levels, and set the start date in the HPE Service Portal.
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