Thursday, December 18, 2014
Support

Endeavor Support

Imagine that for each of your HP IT Performance Suite (ITPS) software support cases, you work with a U.S. based support team of HP certified, highly qualified, field-proven engineers that are dedicated to supporting your HP ITPS products and effectively resolving any HP ITPS related problem. With Avnet Services-HP Practice's award winning Endeavor support you can join over 300 customers who have already made their imagination a reality.

When your team submits a case you will be directly connected to a US-based product support engineer, with no administrative intermediaries to slow down your support issues. We deliver fast and accurate problem resolutions by streamlining the problem resolution process as we work to always remain familiar with your environment.

Each member of our dedicated support team has a minimum of five years of field experience deploying, configuring and integrating the same HP ITPS software you use, this enables your team to always have direct access to a true product expert capable of exceeding your support expectations.

Our team has over 15 years of product support and best practice knowledge on all of your HP ITPS software products. As a fully authorized and certified HP Support partner, your access to all the latest patches, updates, forums and knowledge bases from HP remains intact, while you will, also have access to our Evolution powered knowledge base and information resources.

Services-HP Practice Evolution IP serves as a rich repository of real world experience, knowledge, best practices, integrations, software, and know-how built-up over 15 years and over 5,000 HP ITPS implementations. As an Endeavor support customer you are entitled to the following Evolution- powered capabilities:

2-hour Response

When you experience problem with your HP Software, simply call us (toll free) or submit a request online and you will be contacted within two hours by a senior engineer who will immediately begin working with you on resolving your request.

Single Point of Contact

We serve as your single point of contact for all of your HP Software needs. Whether you require assistance that relates to your HP Software product Contracts, Orders, or Technical Support, our team takes complete ownership of your requests and we ensure that you immediately receive the information you require.

Endeavor Online Knowledge Base

Endeavor support customers have access to our Evolution powered online knowledge base providing self-solve resources for commonly known HP Software problems. Using this knowledge base, we document real world problems and provide solutions created by both our support engineers and delivery consultants which significantly reduce your time to resolution.

Quarterly Service Reviews

Because we value our relationship with all of our customers, on a quarterly basis, we perform a comprehensive review with you on how well we’ve been delivering our support services. This enables us to continuously streamline our processes and support delivery to enhance your support experience. We also review detailed case metrics, case volume analysis and provide various other information such as HP Software product announcements.

Environmental Discovery

As a kickoff to your relationship with our support services, we work with you to perform a comprehensive discovery and assessment of your IT infrastructure and HP Software environment. This discovery of your environment allows us to collect both the details of your product installation and configuration.

This environmental information provides us with the robust picture needed to significantly reduce the time required to diagnose and fix problems by not having to re-gather these routine details on each of your cases.

Technical Escalation Management

Resolution for over 85% of the cases are handled by our HP Practice with many resolved on the first call. However if escalation to HP is needed your Endeavor support engineer manages the entire process to closure. As an HP authorized and certified partner, we have direct and priority access to HP’s 3rd level support organization and product development teams which significantly reduces the time to resolution on product related issues. Access to an Expert Advisor

You’ll have access to a Technical Account Manager who will serve as a strategic advisor who’ll have a holistic understanding of your environment to help you realize value and drive success with your use of the HP ITPS products.

Contract consolidation and Co-terming

We simplify the process of renewing your Software Support Maintenance for all of your HP Software products regardless if you’ve made several purchases throughout the year. We’ll work with HP to co- term your maintenance to a consolidated contract.

Online Reporting

Our online case tracking can be accessed any time for real-time status and updates. Along with real-time updates you can create personalized reports giving you the information needed to proactively target problem areas to reduce downtime and increase your satisfaction with your HP software.

Other Services to Support your HP Software Environment Endeavor is just one of the available solutions from our HP Practice for maximizing the value of your HP’s IT Performance Suite products. We have a complete range of complementary:

  • Flex-PaksTM -- On demand remote consulting. Flex-Paks can be used for a wide range of projects from product upgrades and migrations to developing custom integrations and scripts to create workarounds to reported product issues.
  • ExpertAdminTM – Managed, expert administration and maintenance to ensure your HP ITPS environments are properly maintained and managed.

 

Avnet Services: HP Support Services

Are you an Avnet Services (formally Genilogix and/or Pepperweed) support customer and need to submit a case?  Please login to our Customer Portal or call our Support hotline to submit a case.

     Online: support.pepperweed.com

     Call: 1 888 229-0145 ext. 1.

 

 

 

 

 

Evolution Powered Support Capabilities

  • 2-hour response time guarantee
  • Single point of contact
  • Detailed
  • Dedicated, U.S. based senior engineers
  • Quarterly service reviews
  • Contract consolidation and co-terming
  • Access to a Technical Account Manager

 

Endeavor Support Benefits

  • Fast time to resolution
  • Responsive
  • Quality-driven
  • Knowledgeable
  • Customer Success Focused

HP Partner of the Year Awards

2012 Cloud Implementation
2012 ALM
2011 Solution Offering
2010 Support
2010 Solution Offering
2009 Spirit
2009 BSM Software Implementation

2008 IT Operations
2008 Support
2007 BTO
2006 ITSM

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