Engaging HPE Pointnext Cloud CoE Support

Last updated 1 May, 2018

Support for HPE OneSphere is provided by the HPE Pointnext Cloud Center of Excellence (CoE).

This worldwide operating support team is available 24x7 and support issues are covered using the "follow the sun" model.

HPE OneSphere chat

Customers with an active HPE OneSphere SaaS portal can easily engage the HPE Pointnext Cloud CoE team using the embedded chat feature.

An HPE support agent will respond to your request within a maximum of 2 hours.

To access the support team, click the Chat icon  on the bottom left corner of the HPE OneSphere user interface.

Start chatting by clicking the New Conversation icon :  

HPE Support Center

www.hpe.com/support/hpesc

Online web ticketing is available to all HPE customers with active contracts or warranty.

After the support ticket is created, you can upload log files to the HPE Support Center or e-mail them to the generated ticket.

HPE support will engage back with you within the response time set by the support case severity.

Logging a support ticket by phone

www.hpe.com/assistance

Information to have available on hand


  • Service Agreement ID (SAID) (all numeric digits)


  • HPE Passport account (for HPE Support Center)

    This account is required for login; you can easily create a Passport on the HPE Support Center if you don't have one.


  • Your HPE OneSphere SAAS portal DNS name


  • Contact details about the person to engage (name, email and phone number)

  • Log files, screenshots, or screen recordings if available

For issues connecting HPE OneSphere, please provide, if possible:

  • Versions of connected environments (for example, VMware vCenter and ESXi)
  • Version of client operating system
  • Output of forward/reverse DNS lookups
  • Ping to external NTP server 0.centos.pool.ntp.org
  • Network architecture diagram