HP launches support services

Hewlett-Packard Co., in an effort to bolster its image in the telecom arena, is launching HP Telecom Critical Support. This aggressive support service, designed to help telecom equipment manufacturers better serve their service provider customers, provides critical support for all of HP's core server families as well as its telecom platforms.

Telecom Critical Support grew out of feedback from customers using the company's Telecom Support Centers.

"We've taken what we've learned from keeping critical [information technology] systems up and running, and we're making it available for the telecom market," said Jeff Spector, telecom program manager for HP's customer support business unit.

The bundled multipack is composed of five core areas: proactive service, immediate access to HP experts, four-hour call-to-restoration, dedicated on-site inventory and support from the Telecom Support Center. In its promise to be proactive, HP will notify carriers immediately when a problem arises on one of their customers' networks. When a problem occurs, HP will dispatch support personnel and have the system running properly within four hours. To combat equipment failure woes, HP also will keep hot-swappable inventory on the customer premises. Also, telecom equipment specialists are on-call for customers via a Telecom Support Center.

"Customers want to be alerted to problems. They don't want to find out about them on their own," said Ellen Carney, a Dataquest analyst. She cites the proactive aspects of Telecom Critical Support as the most compelling feature.

Although HP is the first non-traditional manufacturer to offer this type of support, other big players-such as Sun Microsystems and Compaq-soon will announce equivalent support offerings, said Carney.