Preserve uptime.Keep your systems up and running with HP Foundation Care

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Your challenge: economical but effective supportIf you’re a CIO today, you face growing challenges from systems that are progressively more complex—incorporating hardware, software, and virtualization- and cloud-based resources—and extend beyond the borders of your city, your state, and perhaps even your country. At the same time, all your applications require improved performance and availability. Yet it’s likely that you’re still managing this complicated, fast-changing environment with limited budget and staff. Instead of advancing your business, these IT resources are fully engaged in supporting your existing data center environment—in effect, “keeping the lights on.”

As computing environments become more intricate, with an array of equipment and applications from a variety of vendors, IT managers find troubleshooting more time consuming and managing patches and upgrades more challenging.

Businesses with mission-critical applications—those that cannot afford any unplanned downtime—can engage a service provider for support, usually at a premium level. But what about the organization on a slightly smaller scale, or the one that can’t justify the expense of a high-touch solution? Are they left to deal with offshore call centers verifying the serial numbers and warranty or contract status of systems that need attention, as well as the inevitable finger-pointing that occurs about whether it’s a hardware or software problem? With HP Foundation Care, the answer is an emphatic no.

Your answer: HP Foundation CareHP Foundation Care is a portfolio of reactive hardware and software support services that are significantly enhanced with the introduction of HP Collaborative Support. HP Foundation Care offers major benefits, including targeted response times, coverage windows, and length-of-term options to protect your business from downtime 24x7. Yet HP Foundation Care is also simple, affordable, scalable, and personal.

• Simple: easily reach the right person HP Foundation Care provides a portfolio of standardized support offerings, available as easy-to-buy HP Care Pack services that are consistent worldwide. HP Foundation Care simplifies the support experience, too, by making it easy for you to reach the right person quickly.

• Affordable: get reliable uptime and predictable support costs HP Foundation Care is cost-effective. Because you purchase support as a set of standardized services, you can achieve reliable business uptime along with predictable support costs.

• Scalable: select services that work for you HP Foundation Care lets you choose reactive hardware and software support from a wide range of service levels. You can select services best suited to your requirements today and adjust the mix as your needs change in the future.

• Personal: customize your interactions HP Foundation Care lets you personalize your interaction with HP, thanks to a customizable portal and automated tools that know who you are, what products you have, and your product warranty or support contract status when you call. HP Foundation Care is available both from HP and your reseller or HP channel partner, so you can continue your relationship with the familiar local provider you’ve worked with in the past while profiting from the worldwide scope and vast resources of HP support.

It is clear that when it comes to support, one size does not fit all. For the organization that can’t afford downtime, a premium support offering such as HP Proactive Care is probably the answer. But a large number of companies, government agencies, and enterprises will find the ideal balance between application availability and cost containment in HP Foundation Care.

What Foundation Care does for your businessHP Foundation Care services provide the essential support for your IT infrastructure to help you better align IT with your business priorities. Whether you need to get your business up and keep it running, boost efficiency, reduce complexity, or prepare for growth, HP Foundation Care is the solution.

Get the help you need, when you need it

HP Foundation Care does much more than supply break-fix services for your hardware and software. It’s bolstered by the personalized, one-stop support platform known as the HP Support Center and the embedded automation capabilities of HP Insight Remote Support. These tools help you build an infrastructure with reduced downtime and provide the help you need, when you need it.

Gain IT reliability and consistency

HP Foundation Care enhances efficiency with straightforward, easy-to-use support that enriches your overall IT experience and helps you resolve problems faster. You gain reliability and consistency across your IT environment, whether your business is an enterprise or an SMB.

Resolve problems no matter where they occur

HP Foundation Care reduces complexity by providing coverage for HP hardware and software, along with upgrades, diagnosis, and problem resolution support for major independent software vendor (ISV) products. One call helps resolve problems no matter where they occur—hardware, firmware, or software—regardless of the software license.

Make the most of existing resources while preparing for growth

Our unique combination of automated support and HP expertise helps you make full use of existing resources, budgets, and IT talent while advancing your business toward innovative, high-value growth.

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Hardware Support Collaborative Support Software Support Support Plus and Support Plus 24

Remote assistance and onsite support to resolve hardware issues

Reactive platform-level support across the stack of hardware, firmware, and HP and third-party software

Support service for HP software as well as HP-supported and selected third-party software

Comprehensive and integrated hardware and software support 24x7

Remote and onsite problem diagnosis and support

Choice of service-level options with different coverage windows and response times

Replacement parts and materials included

Escalation management

Access to electronic support information and services via HP Support Center

Service-level options, including Defective Media Retention

Third-level engineering support

Fast access to technical expertise for problem diagnosis

Known issue resolution for third-party software; call management with ISVs on your behalf if the problem is not solved through known fixes

Single point of contact for call management, problem diagnosis, and hardware problem resolution; basic software problem diagnosis and fault isolation, with resolution if a fix is available to HP

Access to electronic support information and services via HP Support Center

Escalation management for HP components

Technical assistance to resolve software implementation or operational problems

Choice of service-level options with different coverage windows and response times

Escalation management

Software product, firmware, and documentation updates

Access to electronic support information and services via HP Support Center

Operational and software installation advice

Third-level engineering support

Remote and onsite hardware support, and over-the-phone software support

Hardware and software services packaged together for ease of purchase, with a single number to call for support

Choice of service-level options with different coverage windows and response times

Replacement parts and materials included

Escalation management

Technical assistance to resolve software implementation or operational problems

Software product, firmware, and documentation updates

Access to electronic support information and services via HP Support Center

Service-level options, with DMR license to use and copy software product updates

Operational advice and assistance on software issues

Remote problem diagnosis and support via HP Support Center

Third-level engineering support

HP Foundation Care at a glance

Foundation Care: choose the support experience for youHP Foundation Care is made up of four distinct areas. You can choose any of these offerings, or combine them to create the support experience you need for your business.

Remember, whether you purchase an HP Foundation Care offering directly from HP or via the network of authorized HP channel partners, you benefit from the simplicity and ease of ordering that standardized Care Pack services provide. HP Foundation Care also has a variety of paths (either phone, Web, or both) to engage with HP support experts, giving you the flexibility to align support with your organization’s operating procedures and preferences. If yours is a global enterprise, you will especially appreciate the consistent high-quality delivery from HP certified experts and channel partners around the world.

Like all levels of HP support, Foundation Care provides you with access to the HP Support Center (HPSC) portal. And your HP and selected third-party hardware is monitored 24x7 via the embedded capabilities of HP Insight Support.

HP Hardware Support: select from various support levels

Choose it if: You need reactive hardware support with a wide range of support service levels for fine-tuning the balance between economy and speedy problem resolution.

HP Hardware Support lets you choose from a variety of support service levels, from next-business-day to 24x7 support to 6-hour call-to-repair support—offered onsite or remotely—for quick problem resolution. You also gain additional support features, including firmware upgrades, defective media retention (DMR), and HPSC access.

HP Collaborative Support: benefit from a single point of contact

Choose it if: You have purchased your hardware from HP and your software directly from third-party software vendors but want a single point of contact for fast access to technical expertise and problem diagnosis/resolution.

HP Collaborative Support is a new offering that features full support for HP hardware, along with diagnosis and advice on known-problem resolution for industry-standard software products from major independent software vendors (ISVs)—regardless of where you purchased your software licenses. HP leverages our strong relationships with the industry’s leading ISVs to offer not only highly effective hardware support but also software diagnosis.

With HP Collaborative Support, you don’t need to juggle support calls with multiple ISVs when analyzing your IT problem. This service offers you a single point of contact for call management, problem diagnosis, hardware problem resolution, and basic software problem diagnosis and fault isolation. We resolve problems, too, if a fix is available to HP. For more complex issues, HP logs a call for you with the appropriate ISV so that vendor can continue the diagnosis and resolution service.

Supported software includes Microsoft,® Red Hat and SUSE Linux, VMware, and HP Insight software products. The list of supported software is available at hp.com/go/collaborativesupport.

HP Software Support: get support around the clock

Choose it if: You need reactive support and updates for software on a 24x7 basis.

HP Software Support helps you identify and resolve software problems. This offering leverages our partnerships with leading ISVs and our expertise in their technology to bring you an improved support experience, one that gives you the ability to receive phone support, diagnosis, and upgrades 24x7. The service includes a wide range of software support levels as well as HPSC access.

HP Integrated Reactive Hardware and Software Support: resolve complex problems quickly

Choose it if: You want a total solution—combined reactive hardware and software support with various response windows, including resolution of complex interoperability problems.

HP Support Plus and Support Plus 24 provide a single number to call for hardware and software problems, as well as onsite support for hardware issues—which means that, if necessary, someone will come to your facility and repair the problem. In addition, HP provides call management and escalation management to help ensure that even the most complex problems are resolved quickly. This support is available on standard business days during extended business hours (Support Plus), and 24x7 with a 4-hour response (Support Plus 24).

Enjoy simple, affordable, scalable, and personal supportHP is the market leader in industry-standard infrastructure, and has been for 20 years. We are now extending that leadership by converging products and support, creating an unprecedented end-to-end experience for our customers.

With HP Foundation Care, you enjoy support that is simple, affordable, scalable, and personal. It encompasses a wide range of standardized service levels to resolve your problems faster and keep your business running. Thanks to our network of more than 70,000 channel partners around the globe, as well as our partnerships with leading industry vendors, you gain support for hardware and software across your IT infrastructure—in the form of industry-leading expertise delivered by qualified experts certified in multivendor technologies. It all adds up to a great match for your IT environment.

Strengthen connections between your technology and your customer support

With automated tools and systems, HP delivers an experience that is unmatched in the industry. The HP Support Center (HPSC) incorporates all aspects of online support for an easier-to-use, more comprehensive experience. At this portal, you’ll find a knowledge base that extends from HP’s data center and desktop products to select third-party products from our partners. You will also discover customer forums that receive numerous daily contributions from IT professionals, who expand the HP community’s collective knowledge through their real-world experience.

The capabilities of the HPSC are integrated with HP’s call center back-end infrastructure, which means we can deliver features that strengthen the connections between your technology and your customer support. For instance, we can automatically collect your basic information and monitor your systems to detect problems, so you get a more personal level of support if you need to log a support call. You can manage your contracts and warranties, submit and track support cases, and chat with an HP expert through the HPSC portal—or even from your smartphone via the HP Support Center Mobile App.

Do more with less

Complementing the HPSC is HP Insight Remote Support, an embedded monitoring capability within HP products and selected third-party equipment. Insight Remote Support monitors your hardware 24x7 and automatically notifies you of problems—whether actual or potential. This remarkable technology eliminates the need to constantly monitor your system, and it can even begin problem resolution without your intervention. Available at no additional cost with your HP warranty, or via HP Care Pack services or an HP contractual support agreement, Insight Remote Support helps you do more with less. HP Insight Online, enabled by Insight Remote Support, provides a personalized view of your remotely monitored devices and support entitlements, giving you access anywhere and anytime you need it, even from a mobile device.

Find out moreTo find the right level of support for your IT infrastructure, visit HP Care Pack Central at hp.com/go/cpc.

Or to learn more about HP Technical Services offerings, see hp.com/services.

Or call your HP or HP authorized channel partner sales representative and ask about support options from HP.

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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

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4AA4-0226ENW, Created March 2012; Updated October 2012, Rev. 1