HPE Pointnext Tech Care Basic with Defective Media Retention — 3-Year Extended On-Site Service

Experience proactive protection for your data center and critical infrastructure with HPE Pointnext Tech Care Basic. This extended, on-site service includes Defective Media Retention, delivering a predictable total cost of ownership while keeping your systems operating at peak efficiency. With a three-year coverage window, 9x5 support, and Next Business Day on-site response, you gain reliable, door-to-door assistance that minimizes downtime and maximizes productivity—without the hassle of travel or delayed repairs.

• Predictable maintenance that helps you budget effectively and reduce unexpected repair costs by including comprehensive parts and labor in the service plan.
• On-site service with Next Business Day response, ensuring rapid repair and minimal disruption to your operations, even in remote locations up to 160 km from your site.
• Defective Media Retention (DMR) provides secure handling of failed drives, giving you back the media you own while ensuring data protection and ease of replacement.
• Three-year service duration delivers long-term reliability, consolidating multiple support actions into a single, streamlined program for easier procurement and administration.
• 9x5 coverage with streamlined support processes ensures that qualified technicians are available during standard business hours, so critical issues are addressed quickly and efficiently.

Technical Details

• Product: HPE Pointnext Tech Care Basic with Defective Media Retention
• Service Duration: 3 years
• Service Type: Extended on-site maintenance with Defective Media Retention
• Response Time: Next Business Day on-site support
• Hours of Operation: 9x5 business hours
• Coverage Radius: Up to 160 km from customer site
• Inclusions: Parts and labor for covered components
• Defective Media Retention: Included (media from failed drives retained by customer per program terms)
• Delivery Model: On-site hardware maintenance and repair services, with remote guidance as applicable

How to Install HPE Pointnext Tech Care Basic

• Confirm eligibility: Ensure your device or system is eligible for HPE Pointnext Tech Care Basic with Defective Media Retention and that your location falls within the service radius.
• Gather credentials: Have the product serial number, SKU, and relevant account details ready to streamline activation and scheduling.
• Contact the service provider: Reach out to HPE Pointnext or your authorized HPE channel partner to initiate enrollment in the 3-year program.
• Define service level: Specify the desired coverage window (9x5) and confirm Next Business Day on-site response within 160 km of your site.
• Schedule kickoff: After enrollment, coordinate a kickoff call or site visit to document the current environment, confirm asset inventories, and establish escalation paths for support requests.

Frequently Asked Questions

• What does Defective Media Retention mean?
  Defective Media Retention (DMR) means that, when a drive or media fails and is replaced under the service, the defective media remains with the customer. This policy helps you manage data-bearing media per your security and compliance requirements while receiving replacement parts and support.
• What is included in the 3-year Tech Care Basic plan?
  The plan includes 9x5 maintenance and support, Next Business Day on-site response, parts and labor coverage, and Defective Media Retention for eligible devices. It provides a predictable cost framework and reduces downtime through timely on-site service.
• What is the meaning of Next Business Day service?
  Next Business Day service means a technician will arrive on-site to address eligible issues on the business day following a service request, subject to geographic and logistical constraints (within the stated coverage radius).
• What areas are covered by the service?
  Core coverage is on-site maintenance within 160 km of the customer site. The plan operates during 9x5 business hours and includes parts and labor for eligible components.
• Can I upgrade or extend this service later?
  Yes. HPE Pointnext Tech Care Basic can typically be renewed or upgraded to higher levels of support if needed. Contact your HPE representative or partner to review available options and pricing.
• How do I activate the service?
  Activation usually involves providing your asset details (serial numbers, SKUs), selecting a service level (9x5 with Next Business Day), and coordinating a kickoff with the authorized service provider to establish escalation paths and scheduling preferences.