HP Technology services offered by IGTPL give you a choice of services to meet your specific needs for today's new IT environments: For basic break/fix service when a problem occurs, HP offers Foundation Care, for fast, accurate diagnostics and problem resolution per warranty or contractual agreement. For advice, reports and fixing problems before they occur, thereby preventing unplanned IT downtime, HP offers Proactive Care its standard service offerings.

For customer services that can be integrated into your environment, HP offers Data center Care, as its custom service offerings. For consulting and integration services across the customers IT lifecycle, for planning, purchasing, installation, use, scaling and retirement, HP offers Lifecycle Event Services. We appreciate your business! We know you have a choice and thank you for choosing HP Technology Services offered by IGTPL. Our prime aim will be to provide you the best solutions possible.

We always strive to make it easier for you to do business with us. You can trust us to help you avoid the most unwanted downtime and keep your organisation technology ready always.

Reporting hardware and/or software malfunctions
Logging a service incident
We offer flexibility for logging your service incident.
Let the device log the incident for you
As a more advanced alternative to logging the call manually, we have intelligent remote diagnostic technology which is included with your support services at no additional charge. Our HP Insight Remote Support (Insight RS) will proactively monitor your IT systems, detect an incident is occurring, and log a call automatically on your behalf reducing downtime and saving money. Contact our local support team for help in configuring and startup of proactive monitoring.
Service incident escalation
In the unlikely event of your incident not being resolved to your satisfaction, you may invoke the escalation procedure at any time.
Service windows, response times, and repair commitments
Once you submit a request for service, we will work with you during the coverage window to trace and solve the problem.
1. Coverage window : The coverage window indicates the hours during which the services described can be supplied, onsite or remotely. Service requests received outside of this window are registered and processed within the next coverage window.
2. Response time for hardware/software support : The response time is the period of time that begins when the initial service request is received, registered and responded to. Response times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.

If you are reporting a hardware problem, your call will normally be routed to a support specialist who can remotely diagnose the problem and, if required, effect the swift dispatch of a field technician and the correct part.

If you are reporting a software problem, one of our support specialists can quickly begin the process of clearly defining the problem and finding a solution. Our centers are organized to provide a continuity of contact throughout the management of your case. As necessary, the support specialist can “team” with additional problem solvers. Coupled with the utilization of knowledge management tools, this helps ensure that your problem is resolved as quickly.

To assist you as quickly as possible, our representative may request the following information:
1. Your name and company name
2. Your system number
3. A contact name and telephone number
4. The product involved
5. The business impact
6. Pertinent documentation or information (for example, dump, trace, error messages)

The HP Technology services offered by us give you a choice of services to meet your specific needs for today's new IT environments: For basic break/fix service when a problem occurs, HP offers Foundation Care, for fast, accurate diagnostics and problem resolution per warranty or contractual agreement. For advice, reports and fixing problems before they occur, thereby preventing unplanned IT downtime, HP offers Proactive Care its standard service offerings. For customer services that can be integrated into your environment, HP offers Datacenter Care, as its custom service offerings. For consulting and integration services across the customers IT lifecycle, for planning, purchasing, installation, use, scaling and retirement, HP offers Lifecycle Event Services.

HP NonStop software support milestones
We track the resolution of your request through three milestones:
1. Support requests: Your call or online support request.
2. Contact: We begin the exchange of information that helps us understand technically what the problem is.
3. Relief: We deliver the fastest possible solution or workaround that solves the problem at least temporarily until a comprehensive solution is available.

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