HP Revolutionizes Enterprise Customer Support for the Cloud Era

PALO ALTO, CA -- (MARKET WIRE) -- Mar 14, 2012 -- HP (NYSE: HPQ) today announced the industry's first IT support services architected for multivendor, converged and cloud environments, helping enterprises address problems before they occur, realize 95-percent first-time resolution rates and resolve unplanned downtime issues up to 66 percent faster.(1)

The new Always On Support Services from HP integrate the intelligent technologies built into the HP Converged Infrastructure with innovative services to deliver a modern support experience for today's complex IT environments.

Legacy support services offer a break/fix model for an individual piece of equipment in a single technology silo. However, that equipment is likely part of a virtualized, multivendor or cloud environment with interdependencies across the IT infrastructure, adding a level of complexity to operations.

Diagnosing problems in these environments can be slow, leading to unplanned downtime that can cost the average enterprise $10 million per hour.(2) As a result, today's enterprises need a new outlook regarding support.

According to a recent Gartner report, the definition of support is changing. Customers want and need support services that help them to avoid issues occurring far more than they need reactive services that fix problems after the fact.(3)

In instances where predictive measures aren't enough, clients also require more streamlined support when a problem arises, such as a single point of contact that is familiar with their environment and can resolve issues quickly.

"Technology advances such as virtualization and flexible infrastructures are combining with multivendor environments to create complexity and make today's technology environments much more challenging than in the past. As a result, customers need and expect more from their support providers," said Rob Addy, research director, Gartner. "Legacy support models are becoming less relevant. It is time for a complete overhaul of support practices. The use of predictive and proactive prevention based methodologies is now highly desirable."

Offering proactive support from informed experts
Always On Support Services from HP provide "direct to expert" communication with a professional who already knows the client, the details of the client's environment and what the client's system is experiencing prior to the first call.

The recently announced HP ProLiant Gen8 Servers were built with this new service model in mind. By tightly integrating server diagnostic data with advanced HP Insight Remote Support automation tools, new support and delivery capabilities, and customer warranty information, HP can provide an economical support experience that is unmatched for industry-standard environments.

"Enterprises need to be built on a technology foundation that helps IT shift time and resources from problem resolution to innovation," said Antonio Neri, senior vice president and general manager, Technology Services, HP. "The traditional reactive IT support model is no longer effective -- the industry needs to change the way it delivers support to offer proactive solutions and customized service offerings -- and HP is leading that charge."

Convergence of support and HP Converged Infrastructure
To deliver an enhanced client experience along with proactive problem resolution, Always On Support Services from HP continuously monitor the 1,600 diagnostic data points collected by the HP ProActive Insight Architecture. This architecture, currently embedded in HP ProLiant Gen8 servers, will soon be integrated across the entire HP Converged Infrastructure portfolio.

Always On Support Services from HP include:

  • HP Foundation Care - expedites problem resolution for optimal performance by simplifying support with a single point of contact at HP for both the hardware and software in the client's environment. By leveraging relationships with leading independent software vendors (ISVs), HP eliminates the "finger pointing" typical of legacy support models.

  • HP Proactive Care - minimizes downtime and optimizes performance by addressing problems before they occur. It also provides immediate and direct access to HP experts so clients receive the right support and guidance, when they need it. This eliminates the delay spent cycling through escalating levels of support personnel often associated with legacy support models.

  • HP Datacenter Care - provides customized support for a client's multivendor environment with a single point of contact at HP. It delivers enhanced call handling, proactive services, reactive support and relationship management enabled by HP tools and predictive analytics to deliver premium value at a cost-effective price.

HP also offers Lifecycle Event Services that augment the above HP Care portfolio with HP expertise throughout the technology life cycle of an IT project. This includes strategy, design, implementation and education services, allowing clients to select services "a la carte" to best serve their needs.

Always On Support Services from HP are available now through HP Technology Services and HP authorized partners. They can be delivered by certified HP ServiceONE partners.

HP's premier client event, HP Discover, takes place June 4-7 in Las Vegas.

About HP
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world's largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to solve customer problems. More information about HP is available at http://www.hp.com.

(1) Based on HP internal comparative testing using HP Insight Online.
(2) Based on HP internal testing and development over a two-year period and other competitive materials, including the "Cost of Downtime Tool" developed by IDC for HP, copyright 2009.
(3) Gartner, Market Trends, "The Product Support Beast Awakens," Doc. No. G00231218, February 2012.

This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations, including execution of restructuring and integration plans; any statements concerning expected development, performance or market share relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include macroeconomic and geopolitical trends and events; the competitive pressures faced by HP's businesses; the development and transition of new products and services (and the enhancement of existing products and services) to meet customer needs and respond to emerging technological trends; the execution and performance of contracts by HP and its customers, suppliers and partners; the protection of HP's intellectual property assets, including intellectual property licensed from third parties; integration and other risks associated with business combination and investment transactions; the hiring and retention of key employees; expectations and assumptions relating to the execution and timing of restructuring and integration plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP's Annual Report on Form 10-K for the fiscal year ended October 31, 2011 and HP's other filings with the Securities and Exchange Commission. HP assumes no obligation and does not intend to update these forward-looking statements.

© 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP 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. HP shall not be liable for technical or editorial errors or omissions contained herein.

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