Description
The HPE Pointnext Tech Care Critical with Defective Media Retention (Post Warranty) delivers enterprise-grade care for your Gen10 servers with a focus on reliability, rapid problem resolution, and data-security backed by the Defective Media Retention policy. This 1-year, on-site maintenance and parts & labor service is designed for organizations that rely on continuous uptime and need a trusted partner to keep critical infrastructure performing at peak efficiency. With around-the-clock accessibility, fast on-site responses, and a comprehensive coverage plan, you can confidently plan for future upgrades and budget for maintenance without unexpected downtime.
- Around-the-clock support with rapid on-site response. This plan provides 24 x 7 customer support and a targeted 6-hour repair window, ensuring issues are addressed quickly and with minimal disruption, even when problems arise outside business hours.
- Defective Media Retention for secure, efficient problem handling. When a drive or media is deemed defective, you retain the defective media for inspection, facilitating faster diagnostics, forensics, or warranty processing without delaying remediation.
- Comprehensive coverage for Gen10 systems. Specifically tailored to help protect and optimize Gen10 servers, ensuring compatibility with your existing hardware and reducing integration friction during maintenance events.
- Parts & labor included for a full year. The plan covers both labor and replacement parts, so you don’t incur unexpected costs during repair cycles, helping you manage total cost of ownership more predictably.
- On-site maintenance for minimal downtime. Technicians come to your location to perform maintenance and repairs, avoiding the delays associated with shipping and off-site service and keeping your mission-critical systems online.
Technical Details of HPE Pointnext Tech Care Critical with Defective Media Retention
- Service type: On-site maintenance with 24 x 7 x 6-hour response to incidents.
- Coverage window: Post Warranty support designed to bridge the gap until new procurement or extended support is in place.
- Duration: 1 year of service from the date of activation, providing ongoing assurance and predictable budgeting.
- Defective Media Retention: Includes retention of defective media to support diagnostics, data forensics, or warranty processing as part of the service.
- Response time and distance: 6-hour repair window for issues within 80 km of the customer site, enhancing dependability and reducing downtime risk.
- Inclusions: Parts and labor are covered under the plan, ensuring complete repair coverage without surprise charges.
- Scope of devices: Optimized for HPE ProLiant Gen10 systems, aligning with Gen10 service requirements and support workflows.
- Support model: On-site service with proactive maintenance characteristics designed to maximize efficiency, reliability, and usability of your equipment.
How to Install HPE Pointnext Tech Care Critical with Defective Media Retention
Enrolling in HPE Pointnext Tech Care Critical with Defective Media Retention is designed to be straightforward so you can secure coverage quickly and begin benefiting from on-site support, fast response, and comprehensive parts and labor coverage. Follow these general steps to initiate the service and align it with your asset inventory:
Confirm eligibility and SKU alignment for your Gen10 servers. Verify that the devices are compatible with Pointnext Tech Care Critical and that Defective Media Retention features apply to your maintenance posture.
Initiate a service order with your HPE account representative or through the authorized HPE channel. Provide basic details about the affected assets, including location, serial numbers, and the expected maintenance windows to facilitate scheduling of on-site visits.
Provide asset information and service requirements. This includes the number of Gen10 servers covered, any critical workloads, and preferred response times. The more precise you are, the faster the on-site technician can prepare parts and plan the visit.
Schedule installation and activation of the 1-year coverage. A technician or account manager will confirm the service start date, location, and the logistics for on-site visits, including the 80 km service radius for the 6-hour response window.
Prepare your environment for service visits. Ensure access to the servers is safe and that any critical workloads can be temporarily paused if required. Have your Defective Media Retention policy preferences ready for discussion with the technician upon arrival.
Frequently asked questions
- What does Defective Media Retention mean in this plan? Defective Media Retention allows the defective media to remain in your custody for inspection and processing during the service event. This can streamline diagnostics, data security considerations, and warranty claims, reducing time to resolution.
- Is this plan suitable for all Gen10 configurations? The plan is tailored to support Gen10 servers under the HPE Pointnext framework, providing on-site maintenance and a one-year duration with 24 x 7 x 6-hour response. For non-Gen10 configurations, please consult with an HPE representative for compatibility.
- What is included in the Parts & Labor coverage? The plan covers replacement parts required for repairs and the labor to perform maintenance and repair tasks at your site for the duration of the coverage period.
- What happens if the 6-hour response window cannot be met within 80 km? The service includes a standard response policy with defined coverage distances. If conditions prevent meeting the exact 6-hour window within 80 km, you will be guided by the on-site team on the nearest feasible schedule, prioritizing critical workloads and escalation paths.
- Can I extend this plan after the initial year? Yes. HPE Pointnext offers extended service options and renewal paths to maintain continuous coverage beyond the initial 12 months, helping you sustain reliability and performance.
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