HP.com Home Products and Services Support and Drivers Solutions How to Buy
» Contact HP
HP.com home
 Software  >   Management Software  >   Support

Premier Support overview & features

 
» 

Software Support Online
Access legend:
Requires HP Passport account to access. HP Passport
Requires an active contract to access. Active contract
More info on access
 
Content starts here
Content starts here

» Home

» Self-solve Requires an active contract to access.

» Case Manager Requires an active contract to access.

» Downloads

» Communities

Login to use self-solve search
Collaborative Results
Save time performing searches by accessing our knowledge base for technical solutions, manuals, patches and more to resolve your software questions

Want to search the self-solve knowledge database? Requires an active contract to access.       Login »
Please login first!
Current PortfolioPrevious Portfolio
» Overview » Overview
» Availability & Limitations » Availability & Limitations
» Worldwide Sales Collateral » Service Documentation
» Service Documentation

Overview
The HP Software Premier program underwent a major refresh on February 1st 2011, with the replacement of the previous offerings by a range of new offerings available for both standard products and customized or integrated solutions.

The HP Software Premier Services program introduced on 1st February 2011 offers a range of support options so that you can choose a programme of support services that best fits your business needs.
(1) Premier Response:
  • Delivers superior technical support so that issues are addressed even faster and more effectively.
  • Premier Response offers one package of features tailored to off-the-shelf HP software products and a second package of features tailored to customized solutions.
(2) Premier Advisory:
  • HP will proactively identify root causes and develop strategies for improving your solution implementation and adoption.
  • Premier Advisory offers one package of features tailored to off-the-shelf HP software products and a second package of features tailored to customized solutions.
(3) Premier TeamExtend:
  • Enables customers to out-task solution operations to HP, freeing staff to focus on more strategic activities.
(4) Premier Business:
  • Provides a named HP Enterprise Services Manager (ESM) who will manage all customer support cases globally, providing a holistic understanding of support issues and strategies for addressing them.

Availability & Limitations
The availability of service features may vary according to regional resources. Some geographical restrictions may apply.

Worldwide Sales Collateral
» Premier Support Presentation
» Customer FAQs
» New Premier Services video - Aileen Alkins, VP of HP Software Support, talks about the new Premier Support Service portfolio that was designed based on customer feedback.

Service Documentation

WW
HP Software NEW Premier Services program Service Brief (US) .PDF*
HP Software NEW Premier Services program Service Brief (A4) .PDF*
HP Software NEW Premier Services program Datasheet (US) .PDF*
HP Software NEW Premier Services program Datasheet (A4) .PDF*
» Top of page

Previous Portfolio Overview
The previous HP Software Premier Support portfolio consisted of four scalable offerings:
(1) Premier Select:
  • Proactive and reactive deliverables with primarily technical focus.
  • Named Response Center Engineer (NRCE) for one Premier Product Group - your technical resource with an understanding of your particular environment and in-depth product expertise.
(2) Premier Plus:
  • Increased proactive deliverables with primarily technical focus.
  • Assigned NRCE(s) for two to four Premier Product Groups - your technical resource with an understanding of your particular environment and in-depth product expertise.
(3) Premier Total:
  • Increased proactive deliverables with both technical and business focus.
  • NRCE(s) for five or more Premier Product Groups your technical resource with an understanding of your particular environment and in-depth product expertise.
  • Enterprise Support Manager for business focused account advocacy.
(4) Premier Solutions:
  • Primarily business focused solution with proactive and reactive deliverables.
  • Advanced Support Resources deliver reactive support.
  • Access to an assigned Enterprise Support Manager (ESM) for two or more Premier Solutions (product centers).
  • Consolidated business management and account advocacy.

Availability & Limitations
The availability of service features may vary according to regional resources. Some geographical restrictions may apply.

Service Documentation

WW
HP Software Premier Support
datasheet (previous Premier program)		 .PDF*
HP Software Premier
Whitepaper (previous Premier program)		 .PDF*
» Top of page

* Requires Adobe Acrobat Reader.
To download the latest version, please go to the Adobe website.
Printable version
Privacy statement Using this site means you accept its terms
© 2012 Hewlett-Packard Development Company, L.P.