HP Care Pack Services

HP Services portfolio

Services information

Proactively enhance your environment's stability, effectiveness, and efficiency.

HP Proactive 24 Service is an integrated hardware and software support solution that combines efficient problem prevention with responsive technical assistance whenever you need it.

This HP Care Pack extended warranty service not only improves the effectiveness of technologies across your IT infrastructure. It establishes a collaborative relationship between you and HP that strengthens your IT team and gives you rapid access to our expertise as issues arise.

An assigned HP account manager serves as your primary contact for proactive services and access to our broad base of technical resources. Your account manager works closely with your IT staff to understand your environment and goals, document all the components of your infrastructure, recommend changes to improve performance and stability, and monitor ongoing operations through state-of-the-art remote tools.

When problems occur, your Proactive 24 solution delivers comprehensive assistance around the clock. It offers a 2-hour response time for software issues and a 4-hour onsite response commitment for hardware issue resolution.

Choose Proactive 24 Service when you need to:

• Enhance operational effectiveness with proactive problem identification and solutions recommendations
• Partner with technical experts who help coordinate support, provide hands-on assistance, and share knowledge and know-how with your staff
• Rapidly access single-source support and expertise spanning your environment from servers to storage to networking
• Obtain personalized services tailored to your business environment and objectives
• Take advantage of remote monitoring
• Anticipate necessary change - and execute it correctly the first time
• Efficiently manage infrastructure resources to meet your performance objectives

Service highlights

• Service-level management
  - Assigned account manager
  - Account support plan
  - Onsite support planning meetings
  - Quarterly activity reviews
  - One HP technical service engagement for selected hardware environments
• Availability management
  - Site environmental survey
  - System healthcheck assessment for your central server
• Configuration, change, and release management
  - Semi-annual operating systems patch analysis and management
  - Semi-annual firmware updates and micro-code recommendations
  - Remote monitoring for event notification
• Incident and problem management
  - 24x7 coverage
  - 2-hour callback on software issues
  - Phone number for problem resolution
  - 4-Hour onsite response for hardware