Support Services
HPE Tech Care and Complete Care
HPE Support Services keep ProLiant, storage, and Aruba Networking gear running at the response level your uptime target actually requires, from next-business-day parts swaps up to a 6-hour hardware call-to-repair commitment. It is for any HPE customer who needs a contracted SLA rather than a warranty and a hope, especially federal, SLED, healthcare, and enterprise buyers who have to document uptime commitments in writing. Uniqcli quotes, orders, and manages the tier for you across HPE Tech Care Service (Basic, Essential, Critical) for compute and storage, HPE Complete Care Service for environment-wide managed support, and HPE Aruba Networking Foundational, Pro, and Pro Premier Care for the network layer. Every tier ties to a published service level objective, not a vague best-effort promise, so spend maps to what downtime actually costs your operation. Tech Care Basic suits dev/test and tolerant workloads with 9x5 remote coverage and next-business-day onsite hardware response. Essential moves to 24x7 with a 15-minute response target on severity 1 incidents and 4-hour onsite hardware attendance. Critical adds HPE's 6-hour hardware call-to-repair commitment for sites within range of a designated support hub, the tightest SLA HPE publishes on standard Tech Care. HPE refreshed Complete Care in March 2026 around a Service Experience Manager and a Technical Advisor working each account together, backed by an AI-powered platform stack. Federal, SLED, and DoD buyers can run all of it through GSA schedules, GPC, or GPC direct with TAA-compliant configurations, with Uniqcli handling the contract paperwork.
When to choose this
Choose Tech Care Basic or Essential for standard production compute and storage where you need a contracted response but not the fastest tier. Step up to Tech Care Critical when downtime is measured in dollars per minute and your site is within range of an HPE support hub. Choose Complete Care once you are managing enough of the HPE estate that a dedicated Service Experience Manager and Technical Advisor pay for themselves. For the network layer, Aruba Foundational, Pro, or Pro Premier Care runs in parallel to whichever compute/storage tier you pick.
How we engage
- 1
Assess the SLA gap
We review each system against its current coverage, warranty, an expired contract, or a lower Tech Care tier, and flag where Essential, Critical, or Complete Care closes a real downtime-cost gap.
- 2
Match the tier
We size Tech Care Basic, Essential, or Critical, Complete Care, or Aruba Foundational, Pro, or Pro Premier Care to the workload, checking support-hub distance before quoting any 6-hour call-to-repair commitment.
- 3
Quote and procure
We build the contract on your vehicle of choice, GSA schedule, GPC, GPC direct, or standard PO, with TAA-compliant configurations documented for federal and SLED buyers.
- 4
Onboard and register
Assets get registered in the HPE Support Center and Data Services Cloud Console, or Aruba Central, so cases route to the right team and specialist from day one.
- 5
Run reviews and renewals
On Complete Care and Pro Premier Care, your Service Experience Manager, Technical Advisor, or Aruba Customer Success Manager runs baseline and quarterly operational reviews, and we track renewal dates so coverage never lapses unnoticed.
What you get
Tier assessment and SLA gap analysis
We review each system against its current coverage and flag where warranty, an expired contract, or a lower Tech Care tier leaves a downtime gap that Essential, Critical, or Complete Care would close.
Support quote on your procurement vehicle
GSA schedule, GPC, GPC direct, or standard PO, with TAA-compliant configurations documented for federal and SLED buyers who need to show supply chain compliance.
Asset registration and portal onboarding
Devices registered in the HPE Support Center, Data Services Cloud Console, or Aruba Central so incidents route straight to the right specialist instead of a generic queue.
Hub-distance and SLA feasibility check
Before quoting Tech Care Critical's 6-hour call-to-repair, we confirm the site sits within the qualifying radius of an HPE-designated support hub so the SLA is actually deliverable.
Complete Care and Pro Premier Care account setup
Coordination of your Service Experience Manager, Technical Advisor, or Aruba Customer Success Manager assignment, plus scheduling of the first baseline and operational reviews.
Renewal and coverage tracking
We track contract end dates across the fleet and flag lapses before a device drops to a lower support level, or off support entirely, without anyone noticing.
Service levels
HPE Tech Care Basic
9x5 remote coverage with a 2-hour phone response from a product specialist and next-business-day onsite hardware replacement. Built for dev/test and downtime-tolerant systems.
HPE Tech Care Essential
24x7 coverage with a 15-minute response target for severity 1 incidents and 4-hour onsite hardware attendance. The standard tier for production systems that are downtime-sensitive but not mission-critical.
HPE Tech Care Critical
24x7 coverage with the same 15-minute severity 1 response plus HPE's 6-hour hardware call-to-repair commitment for sites within range of a designated support hub. For business-critical systems where extended downtime is not an option.
HPE Complete Care Service
HPE's most comprehensive tier, refreshed in March 2026 into one unified experience: a Service Experience Manager as your point-of-contact advocate, a Technical Advisor who owns your technology stack, and the AI-Powered Connectivity Suite (OpsRamp, Support Center, Compute Ops Management, Data Services Cloud Console) for full-stack visibility.
HPE Aruba Networking Foundational / Pro / Pro Premier Care
Foundational Care delivers 24x7x365 AI-driven TAC access with next-business-day or 4-hour hardware replacement options. Pro Care adds dedicated senior TAC engineers and a solution-support model that keeps multi-product incidents on one case. Pro Premier Care adds a Customer Success Manager, an onboarding baseline review, and quarterly operational reviews.
What you can expect
Frequently asked
What's the real difference between Tech Care Essential and Critical?
Both give 24x7 coverage and a 15-minute response target for severity 1 incidents. The difference is hardware repair speed: Essential commits to 4-hour onsite attendance, while Critical adds HPE's 6-hour hardware call-to-repair commitment, meaning the hardware is back in operating condition, not just an engineer on-site, within 6 hours for eligible severity 1 and 2 cases. Critical's fastest commitment only applies within a set radius of an HPE-designated support hub.
What changed with HPE Complete Care Service in 2026?
HPE consolidated Complete Care into one unified experience in March 2026. Every account now gets a Service Experience Manager as the single point of contact for escalations and communication, plus a Technical Advisor who specializes in your specific technology stack and monitors your environment proactively. The service bundles the AI-Powered Connectivity Suite: HPE OpsRamp Software for full-stack observability, HPE Support Center for 24/7 case management, HPE Compute Ops Management for server lifecycle automation, and Data Services Cloud Console for storage.
How does HPE Aruba Networking support differ from Tech Care?
Tech Care covers HPE compute and storage. HPE Aruba Networking runs its own tiered lineup: Foundational Care (24x7x365 AI-driven TAC access with configurable hardware replacement speed), Pro Care (adds dedicated senior TAC engineers and a solution-support model that keeps multi-product incidents on a single case), and Pro Premier Care (adds a Customer Success Manager, an onboarding baseline review, and quarterly operational reviews).
Can we choose how fast hardware gets replaced?
Yes. Tech Care and Aruba Networking support both offer configurable hardware response, from next-business-day up to Tech Care Critical's 6-hour call-to-repair or Aruba's 4-hour replacement window, so you size the SLA to what each device's downtime actually costs instead of paying premium-tier pricing across the whole fleet.
Does support pricing run on GSA, GPC, or GPC direct?
Yes. HPE support services are quotable on GSA schedules, government purchase card, and GPC direct alongside standard commercial terms, with TAA-compliant configurations available for federal and SLED buyers who need to document supply chain compliance. Uniqcli handles the contract vehicle paperwork as part of the quote.
What happens if a site is more than 100 miles from an HPE support hub?
HPE's 6-hour hardware call-to-repair commitment on Tech Care Critical does not apply beyond 100 miles (160 km) from a designated support hub; sites in the 51-100 mile band get an adjusted repair-time commitment instead. We check hub distance during tier selection so you are never quoted an SLA HPE cannot actually deliver to your address.
Do we need Complete Care, or is Tech Care Critical enough?
Tech Care Critical covers individual devices at the tightest hardware SLA HPE publishes. Complete Care operates at the environment level: it adds the Service Experience Manager, Technical Advisor, and the AI-Powered Connectivity Suite across your whole HPE estate, which earns its cost once you are managing enough devices that proactive account-level oversight, not just faster part swaps, becomes the bottleneck.
Build your HPE bill of materials.
Send us the requirement, the project, or an existing quote to beat. We come back with a validated, TAA-compliant HPE configuration and a real price, often below list.
connect [at] getuniqcli.com · Chicago, IL