The HP Software Premier Support program provides a flexible portfolio of support options so that you can choose a programme of support services that best fits your business needs.
(1) Premier Response (Only available for HP Software IM, HP Software ArcSight and HP Software Fortify products. For HP Software Hybrid and Cloud Products, Premier Response has been replaced with Enterprise Priority Support):
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.
A flexible portfolio for customers to choose the right mix of support services.
(2) Premier Advisory: With HP Software Premier Advisory, your Technical Account Manager (TAM) works with you to understand your IT infrastructure and implementation. Your TAM monitors support incidents and will manage any escalations to drive resolution. HP Software will proactively identify root causes and develop strategies for improving your product implementation and adoption.
Account management from a Technical Account Manager (TAM).
Co-ordination with 3rd party vendors.
Technical Reviews and management of your technical support incidents.
(3) Premier Business: With HP Software Premier Business an Enterprise Services Manager (ESM) will manage your customer support cases globally, providing a holistic understanding of support issues and strategies for addressing them.
Holistic management of technical support issues and proactive strategic guidance and planning.
Quarterly Business Reviews
Enhanced Business Escalation process
Availability & limitations
The availability of service features may vary according to regional resources. Some geographical restrictions may apply.
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
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HP Software Premier Support datasheet (previous Premier program)
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