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A complete solution

HP provides high quality Software Support Services that address all aspects of your software application life-cycle needs. With HP, you have access to software coupled with best-in-class services and support. The wide range of HP support offerings - from Enterprise, Premier and Critical Support services - enable you to choose the support that best match your business needs.
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Software Support Offerings

HP's Software Support portfolio provides a comprehensive suite of reactive and proactive support services, dedicated electronic service, business advocacy, and the industry’s leading reactive support, creating a valuable long-term partnership between you and your HP Software team.

Our complete portfolio consists of:
HP Software Enterprise support

Launched February 2013, a new portfolio of support services initially for HP Software products for IT Management, Fortify, IM software, Vertica and Adoption Readiness Tool (ART). In the future, this service will roll out across the entire HP Software product portfolio, replacing Foundation support (below).
HP Software Enterprise Standard support (.PDF)* Now our standard support offering, HP Software Enterprise Standard support provides anytime access to our engineers.
  • Software version updates and software patches
  • 24x7 web-based self-solve service with intelligent response
  • Prioritized high-severity cases (Enterprise Standard)
  • Phone-in 24x7 assistance (Enterprise Standard)
HP Software Enterprise Priority support (.PDF)*

*Available only for HP IT Management, HP Fortify and HP IM software products
Enterprise Priority support builds on the Basic and Standard support offering with accelerated response times and direct access to a pool of expert engineers.
  • Enhanced reactive support
  • Priority incident support
  • Coordination with 3rd party vendors
  • Cases routed to Advanced Support Engineers
  • Optional add-ons include a Named Advanced Support Engineer (NASE), Local language support, Enhanced Impact 1 response time objective
HP Software Enterprise Basic support (.PDF)* (previously 9x5 support) This remains our basic support service and is designed for customers who operate only during normal local business hours.
  • Software version updates and software patches
  • 24x7 web-based self-solve service with intelligent response
  • Phone-in 9x5 assistance (Enterprise Basic)
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HP Software Premier support

In addition to Enterprise or Foundation support, Premier offers proactive and personalized services with enhanced call priority.
HP Software Premier Advisory support HP Software Premier Advisory goes beyond enhanced incident support by offering proactive support services to help drive enhanced value from your HP Software. Your Technical Account Manager (TAM) provides incident management, quarterly reviews, enhanced escalation management, technical reviews and more:
  • Account management by a Technical Account Manager
  • Enhanced escalation management
  • Enhanced patch management
  • Quarterly Technical reviews
  • Manages and reports on your service cases through resolution
HP Software Premier Business support With Premier Business, an Enterprise Service Manager (ESM) becomes your strategic partner and advisor. Your ESM coordinates all of the HP Software resources you use, host quarterly business reviews, carry out case history analysis, migration planning and more to keep your systems running optimally.
  • Holistic management of your HP Software support incidents
  • Quarterly business reviews which include: case history, monitoring, analysis, reporting, obsolescence, migrations
  • Proactive strategies and point of contact for escalation
HP Software Premier Services program Datasheet (US) (.PDF)*  
HP Software Premier Services program Datasheet (A4) (.PDF)*  
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HP Software Critical support

HP Software Critical support builds on HP Software proactive Premier support and our TSIA award-winning reactive Enterprise Support to give you the most comprehensive coverage available from HP Software. This not only protects your IT environment, it gives you access to the HP Software experts who make sure your critical business gets maximum value from our software.
HP Software Critical support (only available for Hybrid and Cloud products) Mission Critical support protects your environment and gives you access to HP Software experts who make sure your critical business gets maximum value from our software.
  • Access to a critical support team who understand your needs and know your technical environment
  • A core set of proactive deliverables designed to address issues within your critical environment
  • 24x7 mission critical support coverage
* HP Software Critical support is available to HP Software Hybrid and Cloud customers with valid HP Software Enterprise Priority, HP Software Premier Advisory and HP Software Premier Business agreements. The availability of service features may vary according to regional resources. Some geographical restrictions may apply.
HP Software Critical support US letter HR (.PDF)*  
HP Software Critical support A4 HR (.PDF)*  
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HP Software Foundation support

Support service offered for certain HP Software products only - support service remains valid for Information Management (IM), ArcSight and Fortify products, and until 11/1/13, for Vertica products acquired prior to the launch of Enterprise Support in February 2013.
HP Software Foundation support
  • Software version updates and software patches
  • 24x7 web-based self-solve service with intelligent response
  • Phone-in assistance with either 9x5 or 24x7 support window
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Additional Support Information
HP ArcSight Addendum (.PDF)* Addendum to the HP Software Foundation support datasheet for HP ArcSight products. (To be read in conjunction with the Foundation support service datasheet)
HP Atalla Products End of Support Policy Brief This document describes the HP Atalla policy concerning products that have entered their support life.
HP Customer Terms - Support (.PDF)* Governing contractual terms and conditions that apply to the HP Software Support Portfolio of services unless another agreement is referenced in the quotation for such services.
HP Fortify Addendum (.PDF)* Addendum to the HP Software Enterprise Support datasheet for HP Fortify products. (To be read in conjunction with the Enterprise Support service datasheet).
HP TippingPoint Premium Support Service (.PDF)* Datasheet for HP TippingPoint Premium Support service
HP TippingPoint Platinum Support (.PDF)* Datasheet for HP TippingPoint Platinum Support service
HP TRIM Addendum (.PDF)* Addendum to the HP Software Foundation support datasheet for HP TRIM products. (To be read in conjunction with the Foundation support service datasheet)
HP Vertica Addendum (.PDF)* Addendum to the HP Software Foundation support datasheet for HP Vertica products (To be read in conjunction with the Foundation support service datasheet). Applicable to support renewals of HP Software Foundation Support for HP Vertica Products that come due prior to November 1st 2013.
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» HP Software Professional Services

  HP Software Professional Services provides the expertise and experience to assist customers with the installation, configuration of the complete portfolio of HP Software products, and to help maximise the value achieved from these products.

Partner programs

» HP Software Service Integrator (SVI) - APJ and EMEA and ASMP-S - Americas
The highest level of collaboration for support services between HP and selected software business partners.

Additional services

» HP Software IT Experts Community
A peer-to-peer community where practitioners can participate in discussions, attend online events and read blogs about HP Software. Join Today!

» Support customer forums on the IT Experts Community
Technical discussion forums available to customers with a valid support contract.

» HP Software IT Experts newsletter
Enhance your knowledge of HP Software products, solutions and industry trends. Subscribe to the IT Experts newsletter

» Obsolescence and Migrations
Keep up to date on last buy product program announcements and changes in support level (based on our product version obsolescence guidelines).
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