HP Proactive Care & Insight Remote Support - How Important?

Insight Remote Support is critical to the success of a Proactive Care Solution and must be installed by customers who have purchased a Proactive Care Solution in order for them to enable the full suite of Proactive features. If Insight Remote Support is not installed your customer will not receive the full Proactive Care Service from HP.

Every Proactive Care Solution is entitled to 8 hours of remote support from HP that will help with the installation of Insight Remote Support.

When Insight Remote Support is installed it enables the Proactive Care Core features;

• Quarterly Call reporting
• Bi Annual Firmware & Software reviews
• The Proactive Technology Scan

These features give tangible business benefits including...

• 40% faster call resolution 
• Enables a 95% first time fix rate
• 50% Elimination of problems

Please work with your end users to help them understand the importance of IRS (Insight remote support) by communicating the above benefits of Proactive Care and encourage them to initiate the 8 hours of remote assistance HP provides in order to install IRS.

If you need any further information please do not hesitate to contact us.

Regards

Westcoast EG Solutions Team 

NEWS : HP ProLiant firmware updates access change

HP are changing the way firmware updates and SSP will be accessed, This will Start in February 2014. Select server firmware on these products will only be accessed through the HP Support Center to Customers with an active support agreement, HP CarePack, or warranty linked to their HP Support Center User ID and for the specific products being updated. 

HP Support material was always provided as part of the terms of a customer’s support contract with HP, usually via Warranty periods or contractual obligations, such as Care Packs and support contacts.  HP terms stated an eligibility requirement for support was purchase of the product and a support agreement for the product.  The only change being implemented is that website access will now align with those restrictions that have always been there.  The fact that HP previously chose to make our support material available publicly through our hp.com website, without checking the entitlement of the user, doesn’t negate nor invalidate the eligibility requirement.

We encourage you to review your current support coverage to ensure you maintain uninterrupted access to firmware updates and SPP for your ProLiant products.

If you need to obtain support coverage, please do not hesitate to contact your account manager at Westcoast.

Regards

Westcoast EG Solutions Team