HP Hardware Maintenance & Support Services

Founded in 1981, solely supporting the Digital Equipment Corporation (DEC) PDP-11 and VAX series platforms, SMS has evolved into one of the largest and most respected independent HP® hardware maintenance and support providers in the world. With a cost-efficient HP support model designed for mission-critical post-warranty maintenance, we are able to provide substantial savings across all HP Compaq®/DEC Alpha/VAX servers, HP Integrity servers, HP ProLiant servers, HP 9000 servers, HP 3000 servers, and most tape libraries and disk arrays. By extending the useful life of HP hardware beyond the End-of-Life declaration, we help businesses reduce the total cost of ownership and generate a greater return from their IT investments.

Listening closely to our clients’ needs in order to provide a proactive and consultative HP support service, we provide expert guidance over the course of an IT asset’s lifecycle, helping to create new efficiencies in IT operations and simplifying the responsibilities of IT managers. Well known by Gartner and IDC, and having a long list of HP hardware support references, SMS offers more than a simple break/fix service.

Service benefits:
  • Expert Field Engineering Team supported globally by 60+ specialists in the SMS Central Engineering Group
  • Enhanced service contract, service incident and IT asset management via SMS’ proprietary, online based application, SMS Supportal
  • Expert guidance throughout IT asset lifecycles
Service value:
  • Competitively priced HP support
  • Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM’s End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
  • Tailored SLAs that allow optimisation of response and repair requirements for each IT asset
HP Hardware Maintenance and Support highlights:
  • Average savings of 50% compared to HP
  • Global service availability
  • 90+ SMS-owned and operated service centres worldwide
  • Vast global network of trusted affiliates
  • 600+ highly trained, full-time Field Engineers located worldwide
  • Level 3 & 4 global technical support via 60+ member Central Engineering Group
  • Comprehensive service assurance process
  • Tailored, asset-level SLAs
  • Numerous methods for initiating a service request
  • Callback from Field Engineer within 30 minutes of service initiation
  • < 2-hour average response time
  • < 4-hour average MTTR
  • Field engineers arrive on-site with tested parts in-hand
  • Documented escalation procedures
  • Microcode/firmware research, advisory and implementation assistance
  • Carefully designed parts sparing system for each HP platform
  • Strategic stocking locations for parts and complete systems
  • Secure data erasure options available​
  • Fix-IT-First® policy​
  • HotSparesSM process

Reliable support, expert guidance and earned trust that allows you to breathe easy.

Our support infrastructure is made up of many highly trained and experienced specialists not only well-versed in supporting HP hardware, but most other major OEMs as well. These specialists include:

  • OEM agnostic, multi-platform trained Field Engineers
  • Central Engineering Group (CEG) comprised of level three and four technical support specialists that provide global support to field operations
  • Specialised Product Managers
  • Product Development Managers
  • Hardware planning experts
  • IT asset management experts.

In order to mitigate risk, proactive support is required. Key components of our support infrastructure that enable proactive support include:

  • Call-home reporting available on select HP products
  • Historical knowledgebase containing many decades worth of data on past HP hardware issues and resolutions. This information allows SMS to conduct failure trend analysis and stay one step ahead of system issues.

Going beyond the hardware break/fix service to support our clients with an OEM neutral perspective and expert guidance is the SMS Hardware and Infrastructure Solutions Team. These specialists are available to help businesses better manage IT asset lifecycles, improve operational efficiencies and control costs with:

  • Operating and capital cost reduction modeling in hardware environments
  • Processing power improvement planning
  • Expanded storage planning
  • Hardware consolidation (with or without application consolidation drivers)
  • Emerging technologies advisement
  • Balancing TCO vs. the timeliness of OEM-driven technology innovation
  • Real evidence that “End of Marketing” does not always mean “End of Life”.

With an intense focus on providing exactly what the client needs, when the client needs it, at a price point that saves IT budgets versus breaking them, businesses can breathe easy with SMS as their partner and trusted advisor.

From our highly innovative support infrastructure, to our incredibly skilled and experienced support teams, no other independent HP hardware maintainer can match the responsiveness, service quality and expert guidance provided by SMS.

HP Product Line Support Listing

Note: Not all supported HP products may be listed.
Supported HP Products
HP 9000 ServersHP Integrity Servers (Itanium)
HP 9000 WorkstationsHP Integrity rx1600/1620
HP 9000 A-L-N-classHP Integrity rx2600/2620/2660
HP 9000 K-classHP Integrity rx2800 i2
HP 9000 D-classHP Integrity rx3600/6600
HP 9000 rp3410/3440/4410/4400HP Integrity rx4610/4640
HP 9000 rp7405/7410/7420/7440HP Integrity rx5670
HP 9000 rp8400/8420/8440HP Integrity rx7620/7640
HP 9000 Superdome PA-RISCHP Integrity rx8620/8640
HP/Compaq/DEC AlphaServersHP Workstations: J Class, C Class, B Class, 700 Series
HP DS seriesHP Integrity Superdome sx1000
HP ES seriesHP Integrity Superdome sx2000
HP GS seriesHP Integrity Blade Servers BL860c/870c/890c
Compaq DS seriesHP ProLiant Servers
Compaq ES seriesHP ProLiant SL, DL, ML & BL series
Compaq GS seriesLegacy Compaq ProLiant: 1850R, 5500, 7000, 8500, etc.
Compaq AlphaServer seriesBladeSystems C3000, C7000 Enclosures
DIGITAL AlphaServer seriesHP 3000 Servers
DIGITAL Server 3000/5000/7000 seriesHP 3000 9x7
DIGITAL AXP 2000/3000/4000/7000/10000 Server seriesHP 3000 9x8
DEC VAX series Servers (VMS / OpenVMS)HP 3000 9x9
VAX 7000/10000 Server seriesHP 3000 A-class
VAX 8000 Server seriesHP 3000 N-class
VAX 6000 Server seriesHP Tape Libraries
VAX 4000 Server seriesMSL8XXX, MSL6XXX, MSL5XXX, MSL4XXX, MSL2XXX, TL-series and TZ-series
VAXstation 4000 series HP Disk Arrays
MicroVAX 3100 Server seriesHP StorageWorks Enterprise Virtual Array ('EVA') Series: 3000, 4000, 5000, 6000, 8000, P6000 series
VAX 11/780 - 11/785 HP StorageWorks Modular Storage Array ('MSA') Series: 20, 30, 50, 500, 1000, 1500
VAX 8600/50Legacy CI, DSSI and SCSI Series: HSJ, HSZ, HSD, HSG
MicroVax IIHP VA Series: 7XXX, 74XX
DEC PDP series Servers (RSTS)LeftHand P4300 G1/G2, P4500 G1/G2
DEC PDP-11/23HP XP ('HDS') Series: 48, 128, 512, 1024, 10000, 12000, 20000, 24000
DEC PDP-11/34
DEC PDP-11/44
DEC PDP-11/70
DEC PDP-11/73
DEC PDP-11/84
DEC PDP-11/94