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Support Warehouse Hewlett Packard Enterprise Business Partner
Support Warehouse - United States
HPE Call Logging Guide

A step-by-step guide to understand the process of logging a call with Hewlett Packard Enterprise Technical Support.

Check whether your hardware is supported with an HPE support agreement (packaged services or services contract) by visiting h20564.www2.hpe.com/hpsc/wc/public/clear

  • Enter the product serial number (found on the support certificate, or the hardware itself – see below*)
  • Select Country of purchase
  • Submit
  • If requested, enter product number and submit

* The product serial number and product number are located on your hardware, usually on a label (this is found on the rear of a server; with storage, the product number will be on the front of the hardware, and the serial number on the back or top). Ensure you have these details to hand, and that the hardware is within easy access, as the Technical Support Consultant will go through remote diagnostics and initial troubleshooting to ascertain the problem with your hardware. In some instances it may be necessary for the Technical Support Consultant to call you back, so ensure that you have an inbound telephone number available.

Serial numbers are alpha numeric and are either 10 or 12 digits long Product numbers are usually in one of the following formats e.g. Q1234A or 23456-B21

Select the correct telephone number for your country.

800 633 3600

Calls are voice activated, so you will be prompted through a series of menus.
  • Shortcut or product category will be server, storage, networking, software, HPE solutions or installations (if the call is about something else, say more products)
  • You may be asked for the operating system (e.g.Windows, VMWare) and the type (e.g. blade)
  • Always use the full product name rather than an acronym (e.g. use System Insight Manager rather than SIM)
  • If you’re having trouble using the system, you can press zero on your telephone keypad - or say “customer service” - at any menu. Your call will be routed to a customer service agent who will then transfer your call to the correct technical support team.
A trained Technical Support Consultant will answer your call. Explain that you need to log a technical fault call with your HPE hardware. You will be asked for your serial number.
The Technical Support Consultant will check whether you have support and confirm your contact details, including address, telephone number and email address.
You will be asked a series of diagnostic questions and be asked to perform various tasks on your HPE hardware.
The Technical Support Consultant will advise the best course of action.
Ensure that you record the Call Reference Number as you will need this until your case is resolved by the Technical Support Team.
Once your call has been logged, an HPE hardware specialist will process the call to resolution.
Once the case has been submitted, the first available support agent will respond (depending on the service level in place for the hardware). Calls logged with HPE will be dealt with in the following order:
PriorityService level
16 hour Call to Repair*
24 hour 24x7*
3Next Business Day*
4Base Warranty
*Customers with Proactive Care benefit from automatic call logging and enhanced call handling (a dedicated Technical Solution Specialist who manages the call from receipt to closure), so may get faster problem resolution than those with Foundation Care.
HPE Support Center

It is also possible to log a call online, through the HPESC (Hewlett Packard Enterprise Support Centre). In order to do this, you will need to have created an HPE passport account.

Log into the HPESC.

In the Product Support menu, go to Get help from HP, and click on Submit or manage support cases in More support options (on the right).
Click Browse your contract & warranty products
Expand the list to see each product on each support agreement (contract)
Locate the product, and click Submit a case
Enter a case title, operating system and version, and provide as many details as you can. Describe the problem and the steps you’ve taken to resolve it. You could include any of the following:

a. Problem description (error messages, log files, steps to recreate the problem)

b. Location (hardware location for on-site visits and parts delivery, alternative contact information of the person who will work with HPE to resolve the issue)

c. Configuration (any third-party options installed and if they have been eliminated as potential causes, any system options installed, regardless of whether they seem pertinent, total memory including RAM size and configuration, installed patches and service packs, revision levels (if a hardware or firmware problem), version updates, replaced parts)

d. Case history (if the same problem for the same product has been reported to HPE before, provide prior support case numbers, actions taken by HPE, any service provider or yourself since the first occurrence of the problem)

e. Changes to environment (power or temperature related problems)

f. Testing information (include the exact steps to reproduce the problem if possible, and the crash analysis if it is a system crash)

g. Troubleshooting steps taken (describe the steps taken, and the results)

i. What were you trying to do when you detected the problem?
ii. What were you expecting to happen?
iii. What error messages did you see?
iv. What programs, commands, or devices were involved?
v. When did you first observe the problem?
vi. What was the last time the activity worked?
vii. What has changed since then (hardware, software, configuration)?
viii. If the problem is intermittent, under what conditions did the problem occur?
ix. What do you think is the cause of the problem?

Once the case has been submitted, the first available support agent will respond (depending on the service level in place for the hardware). Calls logged with HPE will be dealt with in the following order:
PriorityService level
16 hour Call to Repair*
24 hour 24x7*
3Next Business Day*
4Base Warranty
*Customers with Proactive Care benefit from automatic call logging and enhanced call handling (a dedicated Technical Solution Specialist who manages the call from receipt to closure), so may get faster problem resolution than those with Foundation Care.