All HPE products are accompanied by a standard base warranty, ensuring a basic level of protection. However, to keep yourself or your customers protected from unexpected breakdowns or failures, it is vital to have an IT service package that provides access to technical support. In this blog, we'll explain (with examples) the different HPE IT service packages available; by the end, you will be able to differentiate Packs, Flex Packs, Post Warranty Packs, and Contracts. So, when it's time to renew, you'll be prepared to choose the best option for yourself or your customers.
Depending on when the customer's hardware was purchased, there are various types of HPE IT service packs or contracts available. Initially, a basic limited warranty is included with the hardware purchase, providing partial coverage for hardware components However, purchasing extended support is highly recommended to keep your customer protected in case of a breakdown. We will explore 4 different options and provide you with recommendations:
1. Fixed packs, Attached directly with the product sales or within 180 days
2. Flex packs, same as fixed pack but for larger and more business-critical systems
3. Post warranty packs, sold after expiration of warranty or a fixed pack
4. Contracts, can be sold at any time, integrates multiple products into one contract
A fixed pack represents a locked-in, pre-established package that clients can purchase for their individual products ideally attached to each product sale, but no later than 180 days after. These packages typically encompass hardware components. Packs are the more affordable choice, but a key characteristic is their inflexibility, per product character, once agreed upon, they cannot be changed throughout the duration of the agreement. Each fix pack sold needs to be registered manually.
Example:
Tracey sells 4 servers and attaches a 3-year pack to each one for the client. Halfway through, the client needs an extra server and a storage system due to business growth. Tracey must sell a server and a storage system with a 3-year pack. All his sold packs must be registered with the individual serial numbers by Tracey or the client.
Flex Packs represent premium warranty options offered by resellers, ideally attached to the product sales but no later than 180 days after. They're mainly for high-value items like combined larger servers or storage devices. These packs are easier to convert into contracts for long-term benefits and offer integrated support across all HPE Hardware and Software. These come at a slightly higher initial cost due to their comprehensive coverage and advanced features, but the added benefits and peace of mind they offer make them a valuable investment for businesses seeking top-tier warranty protection for their critical IT infrastructure and simpler renewal management.
Example:
Tracey has a customer with a complex business environment that needs a larger server with a storage system. He wants the best protection for this specialized high-value hardware, so he gets a Flex Pack from HPE. This pack gives him extra support and coverage for his hardware.
A Post Warranty Pack is an option available to customers who seek to extend their fixed-pack support. Once the initial warranty expires, customers can opt for a Post Warranty Pack to continue receiving technical assistance, repairs, and other services for their hardware. Post Warranty Packs typically provide a fixed duration of coverage and may include services such as on-site support, remote troubleshooting, and replacement parts. This needs to be purchased per product.
Example:
After the fixed-pack warranty period for their servers expires, Tracey's client decides to invest in a Post Warranty Pack to ensure continued support and maintenance. Tracey must order 4 packs and register each to the individual server serial number. The same must be done once the incremental server and storage system expire.
In contrast to packs, contracts offer greater flexibility, they can be bought anytime and are malleable throughout their lifespan. Clients can add or remove services based on evolving needs, making contracts a versatile option. Although contracts may incur slightly higher costs than packs, their adaptability streamlines administration and offers convenience. Unlike fix and post-warranty packs that offer only a single product support, contracts offer integrated support for all hardware and software covered by the contract.
Example:
Instead of selling Post Warranty Packs, Tracey can integrate the 4 servers into one single contract. Once the additional server and storage expire, they can be simply integrated and co-termed so Tracey can manage one annual renewal cycle for the client. This makes renewals simpler and reduces administrative work.
In summary, it's crucial to understand the different HPE IT service packs and contracts available, considering when the customer's hardware was purchased. Fixed packs offer stability and affordability, flex packs provide top-tier protection for specialized hardware, contracts offer flexibility, and post-warranty packs extend support beyond the initial warranty period. By assessing your customer's needs, including factors like single product support versus support across multiple products, Hardware criticality and future growth plans, you can recommend the most suitable IT service package confidently.
