HPE Pointnext Tech Care Critical — 4-Year Gen11 Hardware Service

HPE Pointnext Tech Care Critical with Comprehensive Defective Material Retention is an extended service designed to keep Gen11 hardware and software environments performing at peak. This premium support solution is built for enterprises that depend on their infrastructure every minute of every day. It blends proactive guidance with rapid incident resolution, enabling IT teams to focus on strategic initiatives rather than firefighting. By providing direct access to product-specific specialists and a robust set of support channels, Tech Care Critical helps reduce risk, accelerate problem solving, and optimize operational velocity across on-premises, cloud-connected, and as-a-service deployments. With a four-year coverage window, customers gain long-term stability, predictable budgeting, and the confidence that comes from a truly proactive support partner. The service is designed to deliver reliable, timely results, keeping your Gen11 workloads resilient and your business running smoothly.

• Comprehensive 4-year coverage for Gen11 hardware and software across on-premises and as-a-service environments, ensuring end-to-end protection for your mission-critical systems.
• 6-hour repair service response time to minimize downtime and maximize system availability for essential workloads.
• Comprehensive Defective Material Retention (DMR) included to streamline replacements and reduce spare-part waste, keeping spare inventory costs predictable.
• On-site support at your doorstep with practical, hands-on assistance that minimizes travel time and accelerates issue resolution where it matters most.
• Multi-channel access to experts including telephone, real-time chat, automated incident logging, and moderated forums, with defined response times to keep problems moving forward.

Techncial Details of HPE Pointnext Tech Care Critical with Comprehensive Defective Material Retention - Extended Service - 4 Year - Service Gen11 Hw Svc

Tech Care Critical delivers a holistic support experience tailored for Gen11 hardware platforms, combining rapid response, deep product knowledge, and efficient operational practices. The service is designed to help IT teams reduce downtime, streamline maintenance, and optimize spare-part management while preserving access to expert guidance across hardware and software domains.

• Service duration: 4 years of proactive and reactive support, designed to align with long-term IT planning and budgeting.
• Repair response time: 6 hours for targeted incident resolution, ensuring critical issues are addressed promptly to protect business continuity.
• Scope of coverage: Hardware and software support for Gen11 hardware platforms, with adaptable coverage for on-premises deployments and service-based models.
• Defective Material Retention (DMR): Comprehensive DMR included to facilitate efficient replacements and minimize the impact of defective parts on operations.
• Delivery and logistics: Parts and labor services designed to minimize inventory costs, with a reliable, predictable flow of replacements and service materials.
• Support channels and response times: Multi-channel access (telephone, real-time chat, automated incident logging, moderated forums) with clearly defined response times to prevent escalation delays.
• Value proposition: Reliable, convenient problem-solving with expert guidance to optimize operation, security, and management of the supported product.

How to install HPE Pointnext Tech Care Critical with Comprehensive Defective Material Retention

• Step 1 — Confirm eligibility: Verify that your Gen11 hardware and software environment is eligible for Tech Care Critical and that the service window aligns with your deployment lifecycle.
• Step 2 — Gather required details: Collect product identifiers (SKU/UPC), serial numbers, model details, and proof of purchase to streamline enrollment and activation.
• Step 3 — Initiate enrollment: Contact HPE Tech Care enrollment channels to initiate the service activation, selecting the 4-year coverage option and confirming scope (on-premises, cloud, or service-based deployment).
• Step 4 — Schedule onboarding: Work with a Technical Support Specialist to schedule onboarding, configure escalation paths, and establish preferred contact channels and response times.
• Step 5 — Access resources and start use: Gain access to the customer portal, product-specific guidance, and self-service tools to begin leveraging proactive guidance, incident logging, and rapid remediation capabilities.

Frequently asked questions

• Q: What does HPE Pointnext Tech Care Critical include? A: It provides 4-year extended coverage for Gen11 hardware and software, 6-hour repair response, Comprehensive Defective Material Retention, doorstep on-site support, and multi-channel access to product-specific experts and general technical guidance.
• Q: What is Comprehensive Defective Material Retention (DMR)? A: DMR means defective materials identified during service become the responsibility of the service provider for replacement, with retention of the defective part as part of the resolution process, reducing downtime and inventory complexity for the customer.
• Q: Is on-site support included? A: Yes. The service emphasizes on-site, doorstep support where appropriate to expedite problem resolution and minimize disruption to critical workloads.
• Q: How can I access support and what channels are available? A: Access is available via multiple channels, including telephone, real-time chat, automated incident logging, and HPE moderated forums, all with defined response times to ensure timely assistance.
• Q: How is pricing determined and what affects coverage? A: Pricing is based on the scope of hardware and software covered, deployment model (on-premises or service-based), and the desired duration. A quote can be tailored to your Gen11 environment and service requirements.