Support Services
Our flexible offerings provide peace of mind and ensure maximum reliability and business continuity of your HPE Aruba Networking network. Premium support options further reduce the time your IT team spends troubleshooting and provides preventive features to reduce network and security vulnerabilities.
Why HPE Aruba Networking support services?
Customer reviews say it all. With support in 25 languages and world-class customer satisfaction—9.2 CSAT and 75 NPS scores—our global support team delivers the level of support you need to simplify your operations.
Best-in-class warranty
All HPE Aruba Networking products include a warranty you can depend on, and many products come with a limited lifetime warranty. Warranty service provides basic troubleshooting assistance for product conformance.
Choose a support option that fits your business
Do you experience incidents only during business hours? If the answer is no, product warranty is not enough. HPE Aruba Networking support offerings not only provide 24x7 support, but many value-add features that will significantly reduce network downtime and optimize performance. Our support options provide the flexibility to choose how much of the network support burden you wish to take on vs. offloading to a partner or HPE.
HPE Aruba Networking support offerings
Select the right level of support to ensure business continuity and complement your internal team.
| Premium Support1 | ||||
|---|---|---|---|---|
| Feature | Product Warranty Learn more | Foundation Care Learn more | Pro Care Learn more | Pro Premier Learn more |
| Personalized Customer Success Plan | Yes | |||
| Proactive baseline review by L3 team | Yes | |||
| Quarterly Operational Reviews | Yes | |||
| Bypass L1 - Rapid escalation to senior L2 engineers | Yes | Yes | ||
| Prioritized case handling | Yes | Yes | ||
| Customer Success Manager | Virtual | Named | ||
| Custom ASP dashboard and quarterly analytics | Yes | Yes | ||
| Advanced Hardware Replacement | Yes2 | Via FC2 | Via FC2 | |
| Software support and updates | Yes | Via FC | Via FC | |
| 24x7 TAC, Comprehensive troubleshooting | Yes | Via FC | Via FC | |
| 9x5 TAC, Break/replace only | Yes | N/A | N/A | N/A |
| Best effort hardware RMA | Yes | Yes | N/A | N/A |
1 Foundation Care (FC) is prerequisite for premium support
2 If hardware replacement is selected (Foundation Care option)
Preventive support
Ensure high availability with proactive and preventive features and customer success management. Take advantage of the fastest access to higher levels of TAC through our premium support offerings.
Software support
Protect your investment with software updates and upgrades and prioritized access to security patches. Benefit from personalized advice on when and how to install updates for your specific devices.
Hardware replacement
We offer a range of hardware support options that ensure you minimize downtime depending on your specific need. Select from next business day to four-hour, with or without an onsite technician.
Explore our world-class tools and resources
Global TAC
Aruba’s technical assistance centers provides AI-driven 24x7x365 support with world-class customer satisfaction and net promoter scores. Not just break/fix, but advice on configuration, administration, interoperability, and other best practices.
Support Portal
The Support Portal provides one-click entry to case management, digital RMA, asset management, setting custom notifications, and accessing software and documents. Process an RMA online or enjoy the convenience of live chat.
Airheads Community
The Airheads Community is a vibrant interactive community and a place to share and learn about wireless and wired LANs, network security, mobile devices, applications, software-defined networking (SDN), network management, and mobile engagement.
