Technical Support Services Blog
Discover the latest trends in technology, and the technical issues customers are overcoming with the aid of HP Technology Services.

More information on HP firmware availability

I’ve been reading with interest the responses to my earlier blog on HP firmware availability.  I’ll provide more context for the decision, answer some questions and hope to address some of the concerns you raised.

 

A few more words on the decision:

 

As is commonplace in the industry, our products include a warranty that customers pay for as part of the product.  The warranty is our promise to correct issues for some period of time, including those that can be addressed with new firmware.  Enabling this promise includes ongoing investments in HP intellectual property, including firmware updates.

 

It is through the sales of warranty in the product, and sales of support services after the warranty, that we are able to invest to create great customer experiences with our products.  Naturally we don't ask customers to buy support as that is their choice.

 

Still, we find that customers appreciate the level of service we provide, including access to firmware updates.

 

I encourage all of you to review a complete list of FAQs published here.  That said, I’ve selected a few FAQs to publish inside this post.

 

What other HP products will be impacted?

The firmware access changes we are making on February 19, 2014 apply to HP ProLiant servers only.   Specifically, within ProLiant, we are not putting entitlement requirements on iLO, I/O, or controller firmware; we are only entitling ProLiant system ROM and complex programming logic devices (CPLD) firmware.    

 

Will we charge for firmware updates after warranty?

Service can be purchased both during and after the warranty period.  Firmware update access is a feature of both warranty and our standard support service and is a key component of our effort to help customers get the most value from their HP systems for the long-term.

 

If I am out of warranty and don’t have a service contract, how will I get access to security and safety patches?

We understand that updates addressing security and safety are important for your business, and will continue to provide those updates to all server users. 

 

 

 

Mary Mc Coy.jpgMary McCoy

Vice President, HP Servers - Support

Technology Services

 

Mary has been with HP for over 30 years, where she has held leadership roles in HP Solution Centers, HP Expert Centers, HP Education and HP Consulting. 

 

She currently manages the HP Technology Services business for HP Servers.

In the fall of 2013, Mary was appointed to the Board of Directors at TSANet (Technical Support Alliance Network), the industry’s largest vendor-neutral support alliance. 

 

Comments
Joshua(anon) | ‎02-11-2014 05:39 PM

Will we be able to purchase these updates on a as needed basis?  I have no need for a full support contract as we like many in the industry are self maintainers.  I can purchase parts and have my servers repaired faster than I can typically place a service call with HP. 

Will there be a  time and materials option for us?   It would be a kick in the face to all of the HP loyal customers if the only option is a contract.

Michael Lieberman(anon) | ‎02-11-2014 09:52 PM

The website states:

 

If I am out of warranty and don’t have a service contract, how will I get access to security and safety patches?

We understand that updates addressing security and safety are important for your business, and will continue to provide those updates to all server users. 

 

Questions:  How will a customer that fits into this situation obtain the firmware?  What criteria specifically will be used to identify these customers?

 

Thanks,

Mike

José David Gea(anon) | ‎02-11-2014 10:28 PM

It is still not clear.

 

Am I supposed to pay for a security/safety firmware update for my servers?

 

Kurt Jaeger(anon) | ‎02-12-2014 01:13 PM

This policy applies also for already-purchased servers ?

 

What about doing it only for new server-sales ? Wouldn't that be easier to "communicate" ?

Martin Hingley(anon) | ‎02-12-2014 01:51 PM

Thanks for the clarification, Mary

I'm hoping we won't return to the vertical integration and customer lock-in of the 1970s.

Of course some other server vendors are restricting firmare upgrades to users with maintenance contracts - but I for one dont think of that as best practice.

Especially at the lower end of the x86 server market SMBs and 3rd party resellers are likely to choose vendors selling unrestricted servers.

Best Wishes

Martin

 

Frank Sevier(anon) | ‎02-12-2014 11:07 PM

The customer segment who will suffer the most from this revision in HP firmware availability will be the SMBs performing their own in-house IT support. It’s too bad some easy method couldn’t be created to exempt SMBs from this revision and have it primarily apply to the enterprise level, like allowing a limited number of free downloads per year/ per account above which would require a support agreement.

Hausverwaltung Essen(anon) | ‎02-13-2014 10:25 AM

What ist about already purchased but not shiped servers?

Leave a Comment

We encourage you to share your comments on this post. Comments are moderated and will be reviewed
and posted as promptly as possible during regular business hours

To ensure your comment is published, be sure to follow the community guidelines.

Be sure to enter a unique name. You can't reuse a name that's already in use.
Be sure to enter a unique email address. You can't reuse an email address that's already in use.
Type the characters you see in the picture above.Type the words you hear.
Search
About the Author
About the Author(s)
  • I graduated in Software Engineering. Joined HP family five years ago, I deliver Insight Remote Support technical consulting for HP customers, in North America, Canada and Latin America. Assist setting up, installing and configuring the solution in customers' IT environments.
  • I am an identical twin. My brother’s name is Greg Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB).
  • I am an identical twin. My brother’s name is Chris Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB). We have always attended the same schools, studied the same material (big surprise, as we are identical twins), and have always worked as a close team and strive to demonstrate our teaming ability’s to others. We each have more than 11 years experience supporting mission-critical enterprise customers on a broad range of technologies. We’ve both won the HP MVP award multiple times as well as coauthored books, programs, and whitepapers in our spare time.
  • More than 25 years in the IT industry, managing ITSM, service development and delivery projects in Technology Services. Specialized in end2end support for ISV based business solutions. Certified ITIL and project management expert.
  • Eduardo Zepeda, WW TS Social Media Program Manager & Internal Communications for WW Technology Services Blogging on behalf of HP Technology Services (TS_Guest)
  • I have been with HP for 13 years, always in Services - first as a Services Channel Sales rep, then a Channel Services Segment Manager, and now, in WW Technology Services Marketing. These may be my formal job titles, but I'm really a Cheerleader for HP Services! I feel that HP has great services, exceptional Technical Experts and Delivery teams, and so many cool things are going on at HP Services. So, stay tuned...
  • Mr_T? Yes, but in name only. No mohawk or gold chains. In real life I'm Jim Turner, a Master Technologist with HP's Integration and Technical Services team. I leverage my 27 years of system, storage, and networking experience to ensure optimal performance with Data Protector and StoreOnce technologies. Many times the source of a problem is not where it appears to be. A broader view of the landscape and a deeper knowledge of system internals are frequently required, and that's precisely what I deliver.
  • MrCollaboration (aka Jim Evans) is an HP Global Services Alliance Manager. He has worked in the IT industry for more than 30 years, 22 of which were spent with Digital Equipment Corporation, Compaq and HP. He works with many third party vendors and partners to develop processes to facilitate excellent support and service for mutual customers. Jim is also HP’s representative to the Technical Support Alliance Network (TSANet).
  • I've been working in Customer Service for over 20 years. During my career I've provided support services for Languages, Programming Libraries and Operating Systems. During the last 10 years I've provide support for Linux and more recently VMware. My current role is as a Technical Account Manager working in the HP Custom Mission Critical Services Industry Standard Operating Systems team. I provide both reactive and proactive operating system support for proLiant servers and blades. Our services in the Custom teams are built on statement of work contracts for large HP customers who need a customized mission critical support offering.
  • I like to listen as much as I like to talk. Why? My 25+ years in the technology industry has taught me that the key to delivering value to customers is to understand what they value in the first place! I developed this passion for customers and consultative selling during my 12 years with Accenture, and I have continued to approach customers in a consultative way during my 12+ year tenure with HP. I also have a passion for HP given my knowledge of our Product and Service Portfolio and the differentiators we possess that position us as a leader in the areas our customers are telling us they want to go. Converged Infrastructure, Converged Cloud, Big Data – and the associated Service and Support implications – all such exciting technology trends where our success will hinge upon our ability to differentiate ourselves versus others in the areas that matter most to our customers. Right up my alley, and I am proud to be part of the great HP team where I know we have the best solutions in the industry!
  • Tom Clement has over 30 years experience in the areas of adult learning, secondary education, and leadership development. During this time Tom has been a consistent champion of “non-traditional” training delivery methods, including blended learning, virtual delivery (self paced and instructor led), the use of training games and simulations, and experiential learning. Tom has spent the past 25 years of his career at Hewlett Packard, focused most recently on HP’s global Virtualization, Cloud, and Converged Infrastructure customer training programs. Tom manages the strategic direction and overall performance of these training programs, ensuring these worldwide programs help HP’s customers capitalize on the business opportunities made available by IT advancements in each of these subject areas. Tom and his global teammates utilize best in class instructors, course content and supporting equipment infrastructure to deliver these training programs to HP’s customers. The team prides itself on providing the Virtualization, Cloud, and Converged Infrastructure content customers need when and where they need it, anywhere in the world. Tom is based in the Washington, DC suburbs and can be reached at tom.clement@hp.com.


Follow Us
Top Kudoed Posts