HPE Pointnext – Why Warranty is not Enough
by Jo Thomas, HPE Services Tech Data Limited
When they buy an IT product, many small businesses think that investing in a base warranty agreement will be sufficient in itself to keep it up and running. That’s typically not the case. A base warranty will typically protect their hardware but that will often amount just to legal minimum protection – effectively just a commitment to replace a defective part in a so-called reasonable timeframe. Availability is often confined to office hours, with no cover available at weekends or bank holidays.
That’s all well and good, of course, but before they take decisions about service and support, businesses really need to ask themselves: how long can I afford to be without the system or solution concerned?
A base warranty agreement may commit to onsite support on the next working day. What organisations need to appreciate is that means that if a fault develops on Friday morning, it may be Monday afternoon before an engineer arrives onsite. Moreover, the customer may not be entitled to any onsite cover, the warranty may be parts only, meaning that the business will be sent a replacement for their faulty part, if required after remote diagnosis. Also, the warranty will often only provide one year’s cover, with call-out fees after that time likely to run into many hundreds of pounds.
All the above will give any company that believes base warranty is sufficient in itself pause for thought but the downtime issue is often the clincher. For most organisations, any protracted delay in getting their systems up and running is likely to be hugely detrimental and possibly even fatal to their business.
Customers often struggle to understand this. And that’s where resellers and channel partners in general can play a key role, advising and educating them and providing enhanced services like HPE Pointnext that keep their customers up and running and fully focused on delivering their core business.
Its essential from the outset that the reseller understands what its customer’s business and ways of working as well as what they are looking to achieve from the solution itself. Only by so doing will they be able to get a handle on what the impact of downtime is likely to be on the end user organisation.
Remember, we are a 24x7 nation now so for most businesses any downtime is likely to have serious consequences but those will obviously be more severe for a high street retailer storing stock details on its server ahead of Black Friday than for a small independent just using the system to archive emails on.
So, its key that resellers understand their customers and how downtime is likely to impact them. After all, warranty may protect a business’s hardware but HPE support services delivered under the Pointnext ‘umbrella’ will keep them up and running. The company’s support packages deliver comprehensive hardware and software support 24x7x365.
HPE Insight Remote Support 7.x enables remote support to improve the availability of supported servers, storage, networking and printers. 24x7 monitoring by HPE can help customers to achieve up to 77% reduction in down time, near 100% diagnostic accuracy and a single consolidated view of their environment, together with pre-failure alerts and automatic call logging and parts dispatch.
Customers can get fast answers to the queries with a single point of call for both hardware and software, rapid access to an expert team and convenient upfront payments with pre-set competitive pricing. Organisations benefit from more system uptime, enhanced productivity and cost reductions.
It’s all part of the message that while most businesses today run on IT, they also need to have viable plans in place if that IT fails. Base warranty agreements simply do not deliver the comprehensive support that most organisations need. They may protect the organisation’s hardware but they can’t guarantee keeping the business up and running – and that’s where the high-quality support services that HPE delivers as part of its Pointnext offering, have such a key role to play.