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# About remote support

Register with Hewlett Packard Enterprise to allow automatic case creation for hardware failures on servers and enclosures and to enable Proactive Care. Once enabled, all eligible devices added in the future will be automatically enabled for remote support.

Eligible devices are Gen8 and newer blades and rack servers and enclosures.

| NOTE: Servers must be at iLO 2.1 firmware level or above to be enabled for remote support

Hewlett Packard Enterprise will contact you to ship a replacement part or send an engineer for devices that are under warranty or support contract.

Remote support enables Proactive Care services including Proactive Scan reports and Firmware/Software Analysis reports with recommendations that are based on collected configuration data.

Remote support is secure. No business data is collected, only device-specific configuration and fault data. All communications are outbound only and use industry standard TLS encryption ensuring confidentiality and integrity of the information.

## About channel partners

The Partner ID uniquely identifies a partner as an HPE Authorized Partner. Hewlett Packard Enterprise is the default channel partner if no other channel partner is assigned.

#### HPE Authorized Resellers

By enabling remote support, you enable the reseller to access configuration reports and contract warranty reports in Insight Online in the HPE Support Center, as well as configuration details and some contract and warranty details.

#### HPE Authorized Service Partners

In addition to the above information provided to Authorized Resellers, the Service Partner has access to service event status and reports, with links into the HPE Channel Services Network portal.

## About data collection

Basic collection sends configuration information to Hewlett Packard Enterprise for analysis and proactive services in accordance with your warranty and service agreements. This data is transmitted every 30 days.

Enclosures only support basic collection.

Active health sends information about the server’s health, configuration, and run-time telemetry to Hewlett Packard Enterprise. This information is used to troubleshoot issues and closed-loop quality analysis. This data is transmitted every 7 days.

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