Customer Care SimpliVity Support Service

A Hawaii-based organization is seeking a vendor to provide comprehensive customer care support services for SimpliVity environments. The scope of work includes both software and hardware support, delivered through multiple channels such as phone, online chat, and expert forums. Services should encompass general technical guidance, use of proprietary service tools, predictive alerts, automated incident logging, access to a knowledge library, and an HPE service portal. Outage management at the critical service level is also required.

Software support requirements include access to software updates, licensing, installation advisory support, operational guidance, and relevant product documentation. Hardware support should involve remote diagnostics, onsite assistance, replacement parts and materials, use of HPE Visual Remote Guidance, digital dashboards, and periodic maintenance for selected products. A 6-hour call-to-repair commitment is mandatory at the critical service level. This solicitation is set aside exclusively for Total Small Business vendors.