Ready for the icing on the cake? When you need support for your HP Software products shouldn’t you expect to have access to a US based senior level support engineer who knows your environment on every call and at no additional charge?

HP’s ASMP-S Support Partner Program allows its elite partners to resell HP support with their own delivery process. Providing the customer with personalized services for similar price. As an ASMP-S partner the award winning Pepperweed Support Center hires only U.S.-based, senior level, support engineers with a minimum of 5 years of field implementation experience working with your HP Software products.  On every call you will begin work on your case with a senior level Pepperweed Support Engineer…No administrative intermediaries.

Your Support Engineer will serve as a single point of contact, accessing Pepperweed’s extensive technical repositories, implementation consultants, and solution partners to provide you with a timely and comprehensive solution to your problem. When necessary, your engineer will open backend HP cases for you. Our contract with HP assures that your case will go directly to HP level two support in a high priority queue. Our reputation and experience with HP Support will speed your case on to the HP labs when necessary.

Pepperweed’s experienced engineers effectively manage your support cases with clear and consistent communication.  You get the same access to patches, user forums, manuals and software updates that you would normally receive when purchasing support directly from HP. There are several support options available including 9x5 or 24x7x365 coverage. Features at all levels include:

2-Hour Response Time
When you have a problem with your HP Software, simply, submit a request online or call our toll free number and you will be contacted within two hours guaranteed, often much sooner.

Quarterly Service Reviews
Each quarter, the Pepperweed Support Center will conduct a support review of your HP Software cases.  At this time, your IT staff and management can ask questions, get advice and find out about what is new with HP Software.  These calls are conducted remotely via web conference and are attended by the primary engineer assigned to your account, your sales person, and by a member of the management staff of the support center.  This popular service enables you to ask almost any question and get an answer, and is provided at no additional charge.

Technical Escalation Management
Our four-year partnership with HP Support provides direct access to 2nd level HP support in a high priority queue.  This translates into faster resolution times for your cases and quicker referrals to the HP labs when an issue comes up requiring their involvement.

Online Reporting
You have access to all of your cases 24x7 using our customized support case tracking system. Real-time updates and personalized reports help you understand the support trends and proactively target problem areas.

Access to Specialized Expertise
Pepperweed Support Center engineers are fully endorsed and certified by HP for their competence in delivering support.  Many problems can be solved on the first call.  For more difficult problems, your Support Engineer will serve as your single point of contact for Pepperweed’s extensive network of technical resources.

Pepperweed Knowledge Base
Pepperweed’s extensive online knowledge base provides self-solve resources for HP Software problems. This knowledge base documents real world problems and solutions and is created by our support engineers while working on their cases. This can significantly reduce your time to resolution and provides you with yet another resource for researching solutions on your own. The content is detailed, easy to locate, and consistently maintained.

Environment Discovery
In order to facilitate providing you an optimized support experience, Pepperweed will perform an initial discovery of your HP Software environment.  During the discovery your company will be assigned a primary and backup engineer. These engineers will be the most familiar with your installation.  While you are not always guaranteed to get your primary or backup engineer assigned to every case, they can be a valuable resource for the engineer assigned to the case. All of this is designed to reduce the time required to diagnose and fix your problem.