HP has overhauled its Always On support platform to better handle cloud computing and virtualisation.
The company said that its Always On Support Services would look to reduce the time needed to assess and resolve issues on virtualised infrastructure.
Flynn Maloy, director of worldwide marketing for HP technology services, told V3 that the platform would look to remedy long delays caused by support staff using conventional methods for managing virtualised systems.
"When something goes wrong it is not just the red light flashing on that one server, everything starts to slow down." Maloy explained.
"We are trying to get at what the new support process is and what customers need from their support provider."
In addition to adding support and management software and services on its systems, the company is also changing the way it handles support calls.
Maloy said that the company would be providing a 'direct to expert' support model which will connect businesses with technicians who are already familiar with the systems and deployments.
The company will also offer datacentre-focused services which will allow businesses to use HP as a single support service for multivendor deployments.
Maloy said that the services would look to modernise an IT support market which HP said is failing to match advances made in other parts of the industry.
"We think that the technology has really advanced over the years but we do not think the support business has kept up," he explained.
"It is very different and no one has redesigned their services in order to really tackle that."