HPE Global Call Management Service
HPE Support Services
HPE Global Call Management (GCM) service provides enterprise Customers, who meet certain criteria, with a single point of entry to Hewlett Packard Enterprise for service-related activities. The service logs, routes, and manages support calls placed on HPE supported products, as initiated by a Customer-designated centralized help desk.
The HPE GCM service can manage requests for product replacement; software assistance; and Install, Move, Add, Change (IMAC) support on equipment covered by an HPE hardware, software, and/or IMAC service support agreement. HPE GCM supports both HPE and multivendor equipment.
A single telephone number connects the Customer to the HPE Global Call Management team, which logs, routes, and monitors service requests and, if necessary, escalates them on request. In addition to phone access, the HPE GCM team can accept service requests electronically through HPE Support Center.
When a Customer’s centralized help desk contact makes a request for service, the HPE GCM team verifies the contact information, validates the service entitlement of the product for which service is being requested, and routes the call to the appropriate technical team or an authorized HPE service provider. The HPE GCM team monitors the call to verify that the proper level of support is being provided. Escalation, when required, is initiated by the HPE GCM team at the request of the Customer help desk. The HPE GCM service covers HPE Tech Care Serviceand the reactive elements of call to repair. It is important to note that the service should not be used where the Customer has enhanced/predetermined service-level agreements (SLAs) with HPE Services.
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HPE GCM service:
- Provides Customer a single point of contact for service events
- Reduces Customer complexity and resources in managing global service events with the HPE GCM process hugely
- Allows Customer IT resources to focus on their core tasks and priorities while HPE GCM manages the entire service event
- Provides Customers with a choice of mediums through which their service requests may be logged
- Worldwide entitlement verification, call routing, monitoring, and escalation as required
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Table 1. Service features
| Feature | Delivery specifications |
|---|---|
| A designated call management team and single point of contact | HPE provides a designated call management team as a single point of contact to entitle, log, route, monitor, and escalate (if necessary) service requests worldwide. |
| A single telephone number | HPE provides the Customer’s help desk with a single telephone number to be used to contact the HPE GCM team for logging or requesting status for hardware and software support calls. |
| Multiple methods for logging Customer service requests | In addition to requesting service via telephone, the Customer’s help desk can take advantage of electronic call logging, for example, DCE and email support for case logging and updates. |
| Worldwide entitlement verification | The HPE GCM team performs service-level entitlement for the Customer’s hardware and software on a worldwide basis. |
| Worldwide call monitoring | Calls are routed directly to the delivery country in which the supported HPE or multivendor products are located. |
| Worldwide call escalation | All calls will be monitored to verify that professional attention is provided in response to the Customer’s request for service. |
| Worldwide call escalation | The HPE GCM team provides proactive call escalation. |
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- Requests for service are accepted only from the Customer’s designated and agreed central help desk contacts as agreed by HPE.
- The HPE GCM team is a nontechnical call management process only, technical issues are passed to the relevant technical support team.
- Service provided in support of the Customer’s equipment is based on the level of support for which there is a contractual agreement with HPE within the country in which the equipment is located.
- The HPE GCM team does not directly transfer service requests to a resident or local Customer service engineer.
- HPE GCM service is not a substitute for other HPE Services and it should not be used where the Customer has enhanced/predetermined SLAs with HPE.
- In-country service is performed based on the standard local service delivery processes and capabilities.
- HPE GCM support for software technical support service obligations are limited to the default remote response time of standard response.
- Support of IMAC service requests cannot be purchased as a stand-alone service. All of the supported equipment must also be covered by a hardware and/or software service support obligation.
- Services rendered per an IMAC service request will be billed per the Customer’s contractual IMAC agreement.
- Service reporting is not a deliverable for this service.
- The implementation time for the HPE GCM service is dependent on verification that the prerequisites have been met and that entitlement testing validation is successful.
- The HPE GCM team does not interface directly with partners or third-party vendors.
- No event monitoring is performed for software technical support calls.
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- The Customer must have a worldwide or as a minimum, regional centralized help desks that will take responsibility for logging service requests to the HPE GCM point of contact.
- All equipment covered under this service must have an active HPE Services support obligation. This obligation can be in the form of an active HPE warranty, packaged service, or other HPE service agreement and must be purchased in the country in which the equipment resides.
- Support for IMAC service requests can only be supported if the Customer has a hardware and/or software support agreement in addition to a separate IMAC support agreement.
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The Customer must:
- Contact the HPE GCM point of contact via phone or per the agreed-upon electronic method, for example, HPE Support Center, and others — for logging service requests
- Provide accurate call details when requesting service, including identification of product serial numbers, service contract ID, equipment location, and the 8-character Customer Tracking Number (CTN) as provided by HPE
- Contact the HPE GCM team point of contact when requesting status information for logged service events
- Adhere to licensing terms and conditions regarding the use of any HPE service tools used to facilitate the delivery of this service, if applicable
- Provide alternative contact names and phone numbers in support of diagnose-before-dispatch call-back process from HPE
- Prior to implementation of the service, provide an equipment list to HPE that includes the model number, serial number, and location of each device for which the HPE GCM service is being requested
- Provide an update to the HPE account representative whenever a change is made to the number and/or location of HPE supported products to be covered by the HPE GCM service
- Ensure that all HPE service obligations have been registered within the country in which the supported equipment is located
- Use the special routing code or select the appropriate GCM queue and provide the unique 8-character CTN as provided by HPE when logging requests for service via the DCE or HPE Support Center
- Communicate in English when contacting the HPE GCM team
- Ensure that all service prerequisites as identified in the “Service eligibility” section have been met
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- English is the only language to be used when communicating with the HPE GCM team
- HPE’s ability to deliver this service is dependent upon the Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of any information and data the Customer provides to HPE
Activities such as, but not limited to, the following are excluded from this service:
- Services that, in the opinion of HPE, are required due to unauthorized attempts by third-party personnel to install, repair, maintain, or modify hardware, firmware, or software
- Service required due to causes external to the HPE maintained hardware or software
- Routing of HPE service requests for equipment not covered by an active HPE warranty or service maintenance agreement
© Copyright 2023 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise 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. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.
This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett Packard Enterprise.
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