SERVICE BRIEF

Service Brief for HPE GreenLake SupportOverview
HPE GreenLake with Cohesity Data Cloud solution comesstandard with award-winning Cohesity Premium software
support. Customers have the option to have access to aCohesity Technical Account Manager (TAM) services orugrade to the Platinum service that delivers a dedicatedresource for proactive support on Cohesity software.
HPE and Cohesity collaborate using TSANet, a leading notfor-profit vendor-neutral operational framework that allows
the two companies to work together seamlessly and quickly
to resolve customer support issues.

Cohesity Premium Support
Cohesity Premium Support empowers customers to simplify
and secure siloed data with Cohesity Data Cloud. Cohesity
delivers fast, complete, high-quality technical responses allday, every day while striving to achieve the highest level ofcustomer satisfaction. Cohesity Premium Support serves
customers across the globe from offices in North America,
Europe, and Asia-Pacific.
Fast Answers, Exceptional Service:• Around-the-Clock Response - Premium Support hours
are 24x7x365, guaranteeing rapid response to all
inquiries.
• Communication Your Way - Our technical experts areavailable when you need them—by phone, email, andweb interface.
• Flexible-Length Contracts - We offer one-to-five-year
contracts to support rollout and ongoing maintenancesuccess.
• Feature & Maintenance Release - Access Premium
Support ensures you always get our latest software
releases.
• Proactive Escalation & Monitoring - We guarantee fast
initial response times: P1 errors in one hour, P2 in twohours, and P3 in four hours.

©2024 Cohesity, All Rights Reserved• Support Collaboration - We collaborate with HPE
Services via TSANet for a superior support experience.
HPE and Cohesity product teams work closely together
to provide interoperability and to enhance the customer
experience.
• Award Winning Support - Cohesity’s internal obsession
with customer satisfaction has been recognizedexternally. For seven consecutive years, we are
privileged to have been awarded the NorthFace
ScoreBoard Award from Omega Management Group
Corp for exceeding customer expectations.

Cohesity TAM Service
The Cohesity TAM Support Service provides the highest
possible value from a Cohesity investment. Cohesity TAMs
combine deep industry and product knowledge withbest-practice insights from global deployments to ensure
the immediate and long-term success of the Cohesity
platform. TAM customers gain access to a named individual
who advocates for customer needs, coordinates Cohesity
resources, and helps resolve support issues quickly. TAMs
work with customers to set goals, share feedback, anddrive action. They track requested product enhancements
and promote roadmap input internally. The TAM service
complements the Cohesity Support plan.

Cohesity Platinum Service
Cohesity Platinum Service provides customers with priority
handling of support cases and account advocacy throughdirect access to assigned technical experts. Platinum Service
customers benefit from additional focused attention andsingle-point-of-contact issue resolution from a Cohesity
Designated Support Engineer (DSE) and a Cohesity TAM.
As named individuals, a DSE works on customer cases as
they arise while your TAM continually advocates customer
needs, coordinates Cohesity resources to assist in strategicplanning, and helps organizations quickly resolve open
support issues. Platinum Service is an extension ofCohesity’s Premium Support plan.

SERVICE BRIEF

HPE GreenLake Customer Support Request

Customer call Cohesity first forsoftware assistance

Customer calls HPE first for hardware
assistance or solution assistance

HPE Advanced Solutions Center determines
whether hardware of software assistance is required

Cohesity Premium Support +optional Platinum Support

WarmTransfer

Software
Assistance

Hardware
Assistance

HPE Complete
Care Support

Cohesity and HPE
collaborate via TSAnet

Cohesity & HPE GreenLake support call flow

HPE Services Complete Care
HPE Services Complete Care provides an enhanced callexperience with priority access. All GreenLake Flex Solution
customers receive an assigned account team with accessto local and global experts. HPE Services provide proactive,optimized, and operational support services options for
Hybrid IT, cloud, and DevOps environments.

Frequently Asked Questions:
Where do I open a case?
• For hardware issues and unknown software issues, HPE
takes the first call for GreenLake Flex Solution customer
support requests. Customers have the option of opening
a case with Cohesity directly for software known issues.
How do I open a case with Cohesity?
• 24x7 Phone Support- Main Support Line 1-855-784-2293- For the full list of global technical support phone
numbers visit, https://www.cohesity.com/support/• Online: support.cohesity.com
How do I open a service request with HPE Services
Complete Care?
• Access HPE’s support center at https://support.hpe.
com/hpesc/public/home

What is the SLA of my case when it gets transferredfrom Cohesity to HPE Services and from HPE Services toCohesity?
• Case SLA resets to contractual SLA when a case istransferred from Cohesity to HPE Services and fromHPE Services to Cohesity. For more information on SLAs
please visit:- https://www.cohesity.com/support/- https://h20195.www2.hpe.com/V2/GetPDF.
aspx/4AA4-8876ENW.pdfHow do I escalate a case?
• Cohesity support cases can be escalated within thesupport portal or by emailing escalation@cohesity.com.
• HPE Services cases can be escalated with the dutymanager.
How do Cohesity and HPE collaborate?
• HPE Services & Cohesity collaborate using TSANet, avendor neutral global support community to provide anenhanced customer experience.
Where do I get more information?
• Learn more about Cohesity Support and Enhanced
Services at www.cohesity.com/support.
• Learn more about HPE Service Complete Care Care:
https://support.hpe.com/hpesc/public/home© 2024 Cohesity, Inc. All rights reserved.
Cohesity, the Cohesity logo, SnapTree, SpanFS, DataPlatform, DataProtect, Helios, the Helios logo, DataGovern, SiteContinuity, and other Cohesity marks are trademarks or registered trademarks of Cohesity, Inc.
in the US and/or internationally. Other company and product names may be trademarks of the respective companies with which they are associated. This material (a) is intended to provide you information about
Cohesity and our business and products; (b) was believed to be true and accurate at the time it was written, but is subject to change without notice; and (c) is provided on an “AS IS” basis. Cohesity disclaims all express
or implied conditions, representations, warranties of any kind.

Cohesity.com | 1-855-926-4374 | 300 Park Ave., Suite 1700, San Jose, CA 95110

8100035-003-EN 12-2023