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Improving our portfolio

March 19, 2013: At HP Software, we listen intently to our customers. As a result of this valuable input, we are very excited to announce the launch of a completely new software service - HP Critical Support - along with revisions to other key areas of our portfolio.

HP Critical Support is designed to help the increasing number of customers faced with managing mission critical environments where downtime is not an option. HP Software Critical Support builds on our proactive Premier Support and our TSIA award-winning reactive Enterprise Support to give you the most comprehensive coverage available from HP Software. Our experienced professionals provide highly personalized, proactive and responsive support backed by the full resources of HP’s Support organization. They help keep your environment running at optimum health and ensure your critical software delivers maximum returns.

In addition, we are announcing a change in the name of our HP Software Foundation Support portfolio to HP Software Enterprise Support.

Our complete line up of support services now comprises:
  • HP Software Enterprise Support
  • HP Software Premier Support
  • NEW: HP Software Critical Support
How will this affect you?

Pricing and services will remain the same. The improvements have been made to ensure that we help you manage your critical environments better and provide a clear distinction between our reactive, proactive and critical support services.

Support Portfolio overview
HP Software Enterprise Basic Support

This remains our basic support service and is designed for customers who operate only during normal local business hours.

HP Software Enterprise Standard Support

HP Software Enterprise Standard Support is now our standard support offering. It provides anytime access to our expert engineers. In most cases, Enterprise Standard Support offers the greatest value to customers.

HP Software Enterprise Priority Support

This is now part of our Enterprise Support portfolio. It builds on the Basic and Standard support offering with access to the advanced engineer pool. Additionally there are options for personalized support, accelerated response times and local language support. It was formerly named HP Premier Response.

HP Software Premier Support

Aside from moving HP Premier Response into the Enterprise portfolio, the Premier offering continues to be a high-level, personalized service with its focus on proactive support.

New: HP Software Critical Support Service For customers operating mission critical environments, HP Software Critical Support provides you with a dedicated Critical Support Business Manager, enhanced priority call handling, quarterly business reviews and recommendations, software upgrade plans and emergency on-site support. Also, we offer optional support for customizations, and co-location of engineers at your site where software investments must deliver expected outcomes.

The improvements to our portfolio build on our commitment to provide you with the best support in the industry. The changes put the focus on proactively optimizing systems’ health with agile and responsive services on hand to rapidly address unforeseen issues. The portfolio better addresses the dynamic changes that you face on a daily basis and helps ensure that your software investments deliver intended returns.

If you have any questions, please contact your Account Manager.

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