HPE Support Automation - Connected Products - PARTNERS USE

HPE
Get Connected

HPE Get Connected

April 2019

Why remote support?

Provided as part of your HPE warranty or contract

HPE Get Connected

HPE remote support securely monitors your devices 24x7

Automatically triggers a support case with HPE in the event of a
hardware failure

HPE will contact you to ship a replacement part or dispatch an
engineer

Remote Support enables Proactive Care reports with
recommendations based on your configuration

Optionally integrate with Insight Online to view your connected
devices health, contract & warranty status and support cases

Remote support uses highly secure technology.
For details see the Security White Paper.

Note: For Proactive Care reports on HPE ProLiant Gen8 and newer servers, AMS (Agentless Management System) needs to be installed.
Note: Insight Online has a current device limit of 1,500 devices per Insight RS instance/HPE Passport ID.

What You Get When You Get Connected

Tap into the knowledge of millions of devices and thousands of experts

Prevent problems Solve problems Stay informed and
before they occur* faster in control

− System scans − 24x7 monitoring − Personalized dashboard
− Health checks − System status sent to Support − Global knowledgebase
− Expert reviews and − Community of Experts
Center experts
recommendations − Automated parts dispatch (HPE, partners, peers)

* Prevention is delivered with HPE Proactive Services

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Why Get Connected?

So you can get back to business!

Reduce Downtime Solve problems Stay informed and
faster in control

Up to 77% Near 100% 1 Single,

Less downtime diagnostic accuracy consolidated view

IDC White Paper | The Business Value of Connected Support from HPE Document #254594 © 2015 IDC 4

HPE Connected Experience

HPE Remote HPE Insight HPE Proactive
Support Online Services

Automate routine task to Access IT Infrastructure Prevent problems before
they occur
reduce costs information anytime, anywhere

24X7 hardware 90% time saved tracking Average $57K cost
monitoring contracts and warranties savings/1,000 users with
Proactive Care
77% faster time to 85% time saved tracking
problem resolution asset configurations (IDC Cost of Downtime tool,
July 2015)
95% first time to fix rate

HPE Remote Support + Insight Online + Proactive Services 5

77% Less unplanned downtime *
43% Fewer unplanned downtime incidents*
50% Service call time reduction*
$112/K annual cost saving*

* IDC White Paper | The Business Value of Connected Support from HPE Document #254594 © 2015 IDC

HPE will know about your IT issue before you do

Save time with auto-events and support cases!

Hour 1 Hour 2 Hour 3 Hour 4 Hour 5
Traditional failure detection

Fault Occurs Detection Investigation to Log case Collect logs and Part defined and
process records establish root with HPE diagnostics dispatched
fault and pages
cause
operator

HPE remote support HPE or
partner
Fault Occurs Fault detected & contacts you!
diagnostic data
Part
sent dispatched
automatically,
case logged with
part replacement

identified

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Common customer questions and objections about connecting

What data does ‒ HPE does not collect customers’ application information or
HPE collect? business data and uses industry standard security protocol to
mitigate security risks. Customers control the provision of
Is it secure? configuration data and have the option of allowing or not allowing
HPE or authorized partners to access it.
Will I lose control
over managing my IT − Interactions between HPE and the customer’s enterprise
environment? network are restricted and tightly controlled through a single,
secure access point. Data is sent to Hewlett Packard Enterprise
via secure outbound HTTPS (TLS) Internet connection and is
stored in a secure data facility. (NO INBOUND CONNECTION
INITIATED AT ANY POINT)

‒ HPE and authorized partners can only use their customers’
configuration information to provide HPE authorized service
and advice. They cannot remotely access your systems to
make changes. Assistance from HPE is available at any step by
calling your local support number and saying “Insight Remote
Support”

Common customer questions and objections about connecting

Will HPE use my data ‒ HPE only has access to diagnostic data and provided customer
for anything other contact info.
than supporting me?
‒ HPE does not gather application or business data.
I already have a ‒ HPE will never use diagnostic information for lead generation or
monitoring software,
why should I use HPE sales purposes.
Connected Products?
‒ HPE designs the hardware. We know better than anyone about
error codes and what needs to be addressed. We build
intelligence into our diagnostics and monitoring tools to ensure
the right problems are addressed at the right time. Only tool to
react on Proactive Alerts.

‒ Insight Remote Support can run in conjunction with other
monitoring tools. Depending on the tool and how it’s configured,
both tools may pick up the same event simultaneously or Insight
RS can forward important event to other monitoring tools.

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Connected products

All connected products displayed in HPE Insight Online or HPE Infosight

Direct Connect HPE Insight Remote
Support
HPE OneView 3PAR / Nimble / Servers
visibility

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Connected products are secure

All information collected is
encrypted and digitally signed
using an X.509 certificate prior to
transport to HPE.

Data is sent to Hewlett Packard
Enterprise via secure outbound
HTTPS (TLS) Internet
connection and is stored in a
secure data facility.

Note: Not an open, constant connection…

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Support Automation Vision

For customers, partners and HPE employees who service and support HPE products,
the HPE Pointnext Support Automation Solution delivers an exceptional support
experience and HPE cost efficiencies through…

Simple, flexible connectivity

1 • Upon installation, HPE devices automatically register and establish secure connectivity back to HPE
• Connectivity is maintained during normal changes to configuration and environments
• Customers administer connectivity for all of their HPE devices from a single place

A single, personalize customer touchpoint

2 • Customers have a single support place for all their HPE devices
• It knows who they are, what they have, what they’re entitled to and their support history
• It provides consistent, easy-to-use, personalized support services

Analytics for reactive, proactive, and preventative services

3 • HPE prevents and resolves incidents on HPE devices—in many cases, before they can impact
customers’ businesses
• Customers receive timely, understandable and actionable insights on their HPE devices and solutions

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Get Connected. Getting Connected is the next step

in maximizing your return on
technology investment. Don’t leave

money on the table.

HPE remote support is available at no additional cost with a valid HPE warranty or HPE contractual hardware service 12
agreements

For installation instructions and more visit our get
connected page

Visit
www.HPE.com/services/getconnected

to get started

HPE Get Connected

For technical support and free
installation assistance.

Call 844-806-3425 and say
“Insight Remote Support.”

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Resources http://www.hpe.com/us/en/support.html
• HPE Enterprise Support http://www.hpe.com/support/hpesc
• HPE Support Center: [email protected]
• HPE Support Center helpdesk: http://www.hpe.com/servers/iloamplifierpack
• HPE iLO Amplifier Pack: https://infosight.hpe.com
• HPE InfoSight: http://www.hpe.com/services/getconnected
• HPE Insight Remote Support: http://www.hpe.com/info/insightremotesupport/docs
• Docs, FAQ and Security White Paper: HPE Insight Remote Support download
• Software download: http://www.hpe.com/support/insightonline
• HPE Insight Online: http://www.hpe.com/support/insightonline/info
• Overview, Features, Resources and Videos http://www.hpe.com/info/oneview
• HPE OneView Remote Support: http://www.hpe.com/info/oneview/docs
• Docs, FAQ and Security: HPE OneView Remote Support download
• Software download: https://ent302.sharepoint.hpe.com/teams/WWTSCAP/wwtscap1/SitePages/Home.aspx
• HPE Asset http://www.hpe.com/info/hpesim
• HPE Systems Insight Manager http://www.hpe.com/info/hpsim/docs
• Docs, FAQ and Security: HPE Systems Insight Manager download
• Software download:

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