HP

HP Hardware

The Hewlett-Packard Company (commonly referred to as HP) or shortened to Hewlett-Packard is a American multinational information technology company headquartered in Palo Alto, California. It developes and provides a wide variety of hardware components as well as software and related services to consumers, small- and medium-sized businesses (SMBs) and large enterprises, including customers in the government, health and education sectors.

Our Solution

We provide a full break fix solution with all parts and labor included and guaranteed response times. We place great importance in advance preparation so that we have skilled staff in the right place with the right part at the right time. All departments from our call center to our logistical teams are geared for high availability service delivery to meet the most demanding SLAs on a global basis.

We offer break-fix hardware maintenance with all parts and labor included to a variety of response times on the following families of HP products:

Server Families
• HP ProLiant
• HP Integrity
• HP 9000
• HP 3000
• HP AlphaServer
• HP DEC
• ServerNet
Disk Backup Systems
• MSA Arrays
• EVA Arrays
• XP Arrays
• Left Hand
• 3PAR – E series, F series, S series
Tape Libraries
• MSL Libraries
• TL Libraries
Stand Alone Tape Drives
• LTO tape drives of all generation

Our Credentials

We employ deeply skilled and highly qualified technical staff for all product lines listed and have subject matter experts that assist in complex or unusual issues. With a true “follow the sun” support function we assure that all support tickets are dealt with quickly and efficiently regardless of the time of day or day of week.

Service Description

We provide all parts and labor necessary to restore equipment functionality. Our skilled staff will quickly repair all hardware failures to keep your backup operations running smoothly. Disk retention is included in our contracted maintenance.

We offer a variety of SLAs to provide our clients with a choice based on a consideration of criticality of the equipment, and the cost of service. Our 7x24x365 call center will efficiently dispatch your call for service to responding technical staff.

Service Level Agreements (SLAs)

Introducing:

Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

HP Hardware

Software Service & Assurance

  • Phone Support – assist with operating system software related issues and troubleshooting
  • Log Analysis – provide in-depth troubleshooting and problem determination
  • Proactive Log Analysis – provide recommendations for system optimization
  • Firmware/Patching & Upgrade – where firmware is entitled to the end user and/or not restricted SSCS will assist in firmware acquisition and OS updates.
  • Remote Alert – for devices that have this function we will redirect the outbound messaging to our alert collection center and monitor the device for errors and alerts.

Firmware Entitlement

HP ProLiant

The client/owner is entitled to all firmware updates bundled in the Service Pack for ProLiant (SPP) while the server is under warranty. Post warranty, a contract with HP is required to download the SPP because the system BIOS is restricted. All other firmware and security patches are available to download, regardless of contract status. It has been SSCS’s experience that once a server reaches a post warranty period that BIOS updates are very rarely needed. When/if one is, we will replace the mainboard with a board that has the proper firmware.

We maintain 20,000+ HP ProLiant servers globally and have been 100% successful using this approach. HP has an interest in discouraging their client base from 3rd party maintenance and causing doubt about firmware is a prominent tactic. Please contact SSCS for more information regarding firmware for HP ProLiant products. It has been SSCS’s experience that once a server reaches a post warranty period that firmware updates are very rarely needed, or issued. When/if one is, we will replace the mainboard with a board that has the proper firmware. We have been 100% successful in this approach. Contact SSCS to discuss our recommendations regarding software support contracts with HP.

Request A Proposal

If you are interested in a receiving a proposal from us we will need some details about your equipment. You can use the HP Model Number and Generation or Part Number. Please copy and paste these numbers into the configuration box or attach the file below. If there are any questions please make contact, we are happy to help.