OVERVIEW AND USER GUIDE

HPE SUPPORT CENTER

Getting Started Guide
WELCOME TABLE OF CONTENTS
Our mission is to provide you with the best service 1. Access the workspace
interaction through a simple, personalized, and integrated 2. Workspace
digital experience.
3. Collaborate with groups
Upon access to the HPE Support Center, you will enter a 4. Add contracts and products
workspace with: 5. My Contracts
• Streamlined digital case management capabilities. 6. My Products
• Troubleshooting enhancements through the virtual agent. 7. Create a case
• Integrated feedback and site support proficiencies.
8. My Remote Support Connections
• Access for all HPE customer service levels.
9. Case management
We look forward to hearing what you think about the new 10. Case visibility
capabilities as we continue to improve the HPE Support 11. Cases awaiting your action
Center.
12. Product alerts
13. Critical downloads
14. Expiring support
15. Insights dashboards
16. Warranty check
17. HPE Care Concierge (Virtual Agent)
18. Help, support and feedback
ACCESS THE WORKSPACE Buyers guideAND USER GUIDE - HOME
OVERVIEW

Access HPE Support Center from the HPE Support Center home page.
To ensure access and visibility to your profile and products:

 Have an HPE account (username & password) to sign into the HPE Support Center.
Don’t have an HPE account? Create one here.
 Ensure your contracts and products are registered to your profile.
This will provide personalized results, as well as enable access to entitled downloads, documents and support tools, and to Insights Dashboards. It will also allow you to
easily create and manage cases.

Sign in to the HPE Support Center:

1. Click the Profile icon at the top right of the HPE Support Center home page, and select Sign In.
Sign in using your HPE account credentials.
2. Complete the one-time email verification and update your profile as desired.
3. When signed in and authenticated you’ll experience new benefits and capabilities:
• Create a case using the digital case management tool
• Manage your case actions through the workspace
• Search for knowledge articles and downloads with personalized results
• Interact with the Virtual Agent
4. Use the feedback link to let us know about your experience (see the Help icon beside
the profile icon).
5. Need site support? To request website support, click the Help icon and select
Support > Website Help Request.

3
WORKSPACE Buyers guideAND USER GUIDE - HOME
OVERVIEW

Manage cases
- View cases
Manage tasks - Create a new case
View cases that are awaiting - Resume an unfinished case
action, in progress with HPE,
or critical. Get started
Set up your profile, contracts and
warranties, and activate insights. Search
Help, support
Navigation & feedback

Profile
Drag & drop
Customize the workspace
with your preferred cards.

Virtual agent
Guided troubleshooting – and the
option to transfer to a live
engineer at any time.

Personalized
alerts

4
COLLABORATE WITH GROUPS Buyers guideAND USER GUIDE - HOME
OVERVIEW

My Groups
What are groups?
The My Groups screen allows you to create a new group, as well as view existing
Groups allow you to share cases, products, and contracts with your peers. You can
groups – including the My Group (Private) group – and pending group invitations.
share visibility and actions on cases, as well as view critical downloads, product
alerts, and support notifications for contracts and products added to the group.

New users logging into the portal for the first time are invited to use groups
and start sharing straight away.

The person who creates the group becomes the group admin. You can pause group creation at
any time and restart the process from the My Groups screen.
You can create a group either from the portal welcome message or from the My Groups page.
Invite users to a group
You can invite users to a group during group creation, from the Share Group pop-up window, or
after the group is created from the group details page.
5
ADD CONTRACTS AND PRODUCTS Buyers guideAND USER GUIDE - HOME
OVERVIEW

Why add contracts and products?

Add your contracts in HPE Support Center to
activate the digital service benefits of personalized
views and information, helping you to save time
and accelerate resolutions.
Adding your product and contracts allows for
enhanced personalization, enables workspace
alerts, and allows for easier management. You can
also receive recommendations and tailored product
troubleshooting knowledge for faster time to
resolution without the need to create a case.
You can add your products and contracts manually
from the workspace:
1. Click the My Contracts card in the Workspace.
2. Choose the appropriate option: Add a Support
Agreement, Add a Packaged Support, or Add
a Product.
Once added, products and contracts are displayed
in the My Contracts and Warranties page, the My
Products page, and My Insights Dashboards.

6
MY CONTRACTS Buyers guideAND USER GUIDE - HOME
OVERVIEW

View details about your registered contracts and warranties and related products.

Add contracts by clicking the plus icon. Search, sort, filter, and download your contracts.

Click the icon to return to

the table view.

Click the dashboard icon to view a

graphical representation of the data.

7
MY PRODUCTS Buyers guideAND USER GUIDE - HOME
OVERVIEW

Registering contracts automatically populates associated products in My Products.

Products can also be added individually by serial number.

Search, sort, filter, and download your products.

Click editable cells to make

changes, such as adding a
nickname. Select multiple
products to make changes
to all at once.

Create a case by selecting

a product and clicking
Create Case under the Click a serial number to
Actions menu. see product details
specific to your device.

8
CREATE A CASE 4. Recommended solutions
Buyers guideAND USER GUIDE - HOME
OVERVIEW

Review existing solution articles before proceeding to create or open a new case. Don’t
1. Select the product type worry – your case will be saved for later even if you click on a solution article!
On the Create Case page choose your product type from one of the four
categories: Servers, Storage, Networking or Software.

5. Contact and address

2. Select a product Verify or edit contact information and add an alternate contact. Also verify your delivery
Use the serial number, contract identifier, or nickname to find your hardware or details, to ensure on-time delivery for parts, or the deployment of an engineer on site.
software product.

6. Summary
3. Describe the issue Now that you have created a case, you have the option to attach a file to help explain
Complete the issue description fields, then click Next to discover if recommended the issue – a log file or screen shot for example – up to 1GB. Browse or drag and drop!
solutions already exist for your issue.

9
MY REMOTE SUPPORT CONNECTIONS Buyers guideAND USER GUIDE - HOME
OVERVIEW

You can share cases created through remote support clients (Insight Remote Support or
OneView Remote Support) with your HPESC groups, either by navigating to
Manage>My Remote Support Connections, or by clicking the Get Connected card in
the workspace.
Easily share cases created in Insight Remote Support
Register Insight Remote Support software with your HPESC group so that cases
originating from the remote client can be viewed by all group members. If you have
remote client administrative rights, you can generate a registration code in the
remote client.
In the My Remote Support Connections page of the HPESC, click to register a
new connection, then add your newly generated registration code to submit the
connection.

Note:
• The generated registration code
will expire after 60 minutes.
• You can only generate a code if
you have administrative access to
the latest remote client software.
• For remote support cases to be
logged automatically, the product
being monitored must have
support or warranty.

10
CASE MANAGEMENT Buyers guideAND USER GUIDE - HOME
OVERVIEW

Manage all of your cases from My Cases. Navigate to My Cases via the Create and
Manage Cases card on the workspace or from the left menu, Manage > My Cases.

Search, sort, filter, and download your cases.

Click a case number to see the case details,

including a timeline of activities with
comments, emails, files and history.

11
CASE VISIBILITY Buyers guideAND USER GUIDE - HOME
OVERVIEW

Alternate case origins and contact matching

When cases are created in HPE Support Center (HPESC) directly, the case creator
Case visibility is associated with the primary contact information provided at the time of
can choose who they wish to share case visibility with. You can share case visibility
case creation. Cases created using the digital case management tool, over the phone, with
by adding a primary/alternate contact or through shared groups.
chat, with connected solutions, or with GSEM will be visible in the HPE Support Center.
During case creation, once a product Case mapping
is selected the user is required to
choose which group the case should After establishing a contact match, the case is mapped to the user’s profile. There are
be associated with. If they do not three scenarios which determine where a case will be placed.
wish to share case visibility with a 1. If the case’s product is not present in the user’s profile, a new product instance is
group, they can use their private created in the user’s private group, called My Group (Private), with the case attached.
group, called My Group (Private).
2. If the case’s product is present in only one group, including My Group (Private), the
case is placed within that group and all group members will be able to view the case.
3. If the case’s product is present in multiple groups, the case is reflected in the
individual’s My Group (Private) only, even if that means a new product instance is
created within this private group.
PDLs and case visibility
PDLs are treated the same as any user on HPESC. For automatic cases to be visible in
HPESC an exact contact match must be made. For customers using PDLs there are two
options to ensure that they continue to see and share all their cases.
• Replace PDL with shared groups
The primary contact on a case can be changed to another member of the same
• Onboard PDL and add to shared group
group the case is associated with. Group members will retain visibility to the case.
The alternate contact can be either a group member or a non-group member.

12
CASES AWAITING YOUR ACTION Buyers guideAND USER GUIDE - HOME
OVERVIEW

Case Activity
Open cases awaiting your action can be accessed from the task alert panel.
Use the Case Activity tab to add a comment or upload a supporting file.
Click Cases Awaiting Your Action to expand the list and show the open
cases visualization.

If your issue has been resolved, you can request to close the case and submit any
On this display, you can either view My Cases or All Cases. last comments to the HPE agent.

The status of each

case is indicated:
- Awaiting your action
- Critical

Click on a case icon to display high level information. Click View Details to
open the Case Details page.

13
PRODUCT ALERTS
Use the workspace task alert panel to view
security alerts related to your registered
products from the last 30 days.
Buyers guideAND USER GUIDE - HOME
OVERVIEW
All product alerts are displayed. Use the menu options to specify alerts for:
• Security Bulletins – Flag vulnerabilities affecting your products.
• Bulletins – Bulletins other than security bulletins, such as customer bulletins. These relay critical or recommended
updates, upgrades, or fixes that affect your products.
• Advisories – Announcements about issues or updates that could affect your products.
• Notices – Informational updates, changes, and clarifications from HPE in relation to your products.
Click on any alert in the list to open it,
or click on the column headers to customize which columns are displayed.
Use the Search field to find an alert, or use the CSV icon to export the full list. 14
CRITICAL DOWNLOADS Buyers guideAND USER GUIDE - HOME
OVERVIEW

The workspace task panel alerts you Select Critical Downloads to display notifications of patches and software updates. This
to critical downloads that have been personalized experience is an easy way to keep your environments up to date.
published for assets registered to
your profile in the last 30 days.

15
EXPIRING SUPPORT Buyers guideAND USER GUIDE - HOME
OVERVIEW

View expiring support for registered

contracts and warranties directly from Click on any product link to access information associated with a specific support contract, such as serial number,
the task alert panel in the workspace product number, nickname and more. You can easily customize your view by sorting, or by applying filters.
homepage.

Select Expiring Support to view the

current number of agreements expiring
within 30, 60, or 90 days.
Use the links at top right to view all contracts and warranties
or export the entire list as a CSV file.
16
INSIGHTS DASHBOARDS Buyers guideAND USER GUIDE - HOME
OVERVIEW

Insights data is updated automatically. The date and time of the latest update
Insights provide near real-time data for products added to private or shared
appears on the top right of each dashboard. It is not possible to prompt an
groups. Data is delivered through dashboards. These graphical views make it
immediate update of the data.
easier to consume information and discover actionable insights so you can better
manage support activities.
The historical incident data available for supported assets depends on the asset's
support level:
Support level Support duration
Tech Care 1 year

Complete Care 2 years

Unsupported assets, including warranty-only products 90 days

Available dashboards (depending

on your contract) include:
• Summary Dashboard
• Incident Dashboard
• Software Dashboard
• My Contracts and Warranties Dashboard

Note: Insights data replaces HPE Proactive Care and HPE Proactive Care Advanced reports.

17
WARRANTY CHECK Buyers guideAND USER GUIDE - HOME
OVERVIEW

Use the warranty check tool to retrieve the warranty status and service support
level for your product. Find it through the Warranty Check card on the workspace
or in the left menu, Resources > Warranty check.

Look up your product’s entitlement status by serial number.

Results show support level, coverage dates,

deliverables, and other details associated with your
warranty. Service details, such as response time, are
displayed for packaged support and warranty.

18
HPE CARE CONCIERGE (VIRTUAL AGENT) Buyers guideAND USER GUIDE - HOME
OVERVIEW

Chat with the HPE Care Concierge to troubleshoot technical issues, access case
status, details, and latest firmware revisions. The HPE Care Concierge understands
technical issue descriptions, so you can chat with it just like you would with a
support engineer.
If the HPE Care Concierge is unable to resolve the issue, or cannot answer a
question, it will enlist a support engineer to help. Your chat interaction is recorded,
so the engineer can pick up where the HPE Care Concierge left off, and you won’t
have to re-enter information. Expert chat connects HPE Tech Care and HPE
Complete Care customers directly to an engineer, and automated parts ordering is
available for HPE Complete Care customers with ProLiant ML/BL/DL products..
Visit the HPE Support Center help to view the current product knowledge of the
HPE Care Concierge.

19
HELP, SUPPORT AND FEEDBACK Buyers guideAND USER GUIDE - HOME
OVERVIEW

On the right side of the page header, click the question mark icon to access site help or support.

Website Help Request—request help with an

HPESC feature.

Support Chat—use the HPE Care Concierge to

The HPE Support Center Help provides answers to common troubleshoot or open a support case for your
questions contextual to each page. Search the help to find product (sign-in required).
answers to your questions.
Create Case—create a support case for your product
(sign-in required).
Use Site Feedback to provide comments on your HPE
Support Center experience. Your comments are vital to Call HPE Support—open a list of HPE support
ensure we continue to deliver enhancements that meet phone numbers for your region.
your needs.

20