Access to hardware-related electronic support information and services

As a part of this service, Hewlett Packard Enterprise will provide access to hardware-related electronic and Web-based tools and services, such as firmware updates and subscriptions to proactive notification services.

The Customer has access to services available to all registered hardware support users, plus additional capabilities such as conducting Web-based searches of technical support documents to facilitate problem-solving, submitting and checking the status of hardware support service requests, and accessing the passwords required to use certain HPE proprietary diagnostic tools.

HPE electronic remote support solution

For eligible products, the HPE electronic remote support solution provides robust troubleshooting and repair capabilities. It can include remote system access solutions and may offer a convenient central point of administration and an enterprise view of open incidents and history. A Hewlett Packard Enterprise support specialist will only use the remote system access with the Customer's

authorization. The remote system access may enable the Hewlett Packard Enterprise support specialist to provide more efficient troubleshooting and faster problem resolution.

Access to electronic support information and services

As part of this service, Hewlett Packard Enterprise provides access to certain commercially available electronic and Web-based tools.

The Customer has access to:

• Certain capabilities made available to registered users, such as downloading selected HPE software and firmware patches, subscribing to hardware-related proactive service notifications, and participating in support forums for solving problems and sharing best practices with other registered users
• Expanded Web-based searches of technical support documents, to facilitate faster problem-solving
• Support Case Manager, a tool for submitting questions directly to the HPE Solution Center. Support Case Manager helps to resolve problems quickly with a pre-qualification process that routes the support or service request to the engineer qualified to answer the question. The tool also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone.
• HPE Live functionality for communicating directly with an online Hewlett Packard Enterprise support engineer during standard coverage hours, 8:00 am to 5:00 pm local time, Monday through Friday excluding HPE holidays. Through sharing browser content, the Hewlett Packard Enterprise support engineer will help navigate to the appropriate online content that may help resolve the problem. This real-time online help can be accessed via the "HPE Live" button on selected Web pages.
• Searches of HPE or third-party hosted knowledge databases for certain third-party products in order to retrieve product information, find answers to support questions, participate in support forums, and download software patches

Software features and operational support

Hewlett Packard Enterprise provides information on the latest product features, known problems and available solutions, and operational advice and assistance.

Access to technical resources

The Customer can access Hewlett Packard Enterprise technical resources via telephone, electronic communication, or fax (where locally available) for assistance in resolving software implementation or operations problems.

Remote problem diagnosis and support

Once the Customer has placed and Hewlett Packard Enterprise has acknowledged the receipt of a call as described in the 'General provisions/Other exclusions' section, HPE will work during the coverage window to isolate the hardware incident and to remotely troubleshoot, remedy, and resolve the incident with the Customer. Prior to any onsite assistance, HPE may initiate and perform remote diagnostics using electronic remote support solution to access covered products, or HPE may use other means available to facilitate remote incident resolution.

HPE will provide telephone assistance during the service coverage window for installation of customer-installable firmware and Customer Self Repair parts.

Regardless of the Customer's coverage window, incidents with covered hardware can be reported to HPE via telephone or Web portal, as locally available, or as an automated equipment reporting event via the HPE electronic remote support solution 24 hours a day, 7 days a week. HPE retains the right to determine the final resolution of all reported incidents.

Problem analysis and resolution

Hewlett Packard Enterprise provides corrective support to resolve identifiable and customer-reproducible software product problems. HPE also provides support to help the Customer identify problems that are difficult to reproduce. In addition, the Customer receives assistance in troubleshooting problems and determining configuration parameters for supported configurations.

Escalation management

Hewlett Packard Enterprise has established formal escalation procedures to solve very complex hardware problems. Local Hewlett Packard Enterprise management coordinates problem escalation, enlisting the skills of appropriate HPE resources and/or selected third parties to assist with problem-solving

Onsite hardware support

For hardware incidents that cannot, in Hewlett Packard Enterprise's judgment, be resolved remotely, a Hewlett Packard Enterprise authorized representative will provide onsite technical support on covered hardware products to return them to operating condition. For certain products, HPE may, at its sole discretion, elect to replace such products in lieu of repairing them. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HPE.

Once a Hewlett Packard Enterprise authorized representative arrives at the Customer's site, the representative will continue to deliver the service, either onsite or remotely, at the discretion of HPE, until the products are repaired. Work may be temporarily suspended if parts or additional resources are required, but work will resume when they become available.

Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has been replaced.

'Fix-on-Failure': In addition, at the time of onsite technical support delivery, HPE may:

• Install available engineering improvements for covered hardware products to help the Customer ensure proper operation of the hardware products and maintain compatibility with HPE-supplied hardware replacement parts
• Install available firmware updates defined by HPE as non-customer installable for covered hardware products, that, in the opinion of HPE, are required to return the covered product to operating condition or to maintain supportability by HPE

'Fix-on-Request': In addition, at the Customer's request, HPE will install during coverage hours critical firmware updates defined by HPE as non-customer installable for covered hardware products. Critical firmware updates are firmware updates recommended by the HPE product division for immediate installation.

Notwithstanding anything to the contrary in this document or HPE's current standard sales terms, HPE will, for select enterprise storage arrays and enterprise tape products, cover and replace defective or depleted batteries that are critical to the proper operation of the covered product.

Work to completion

Once a Hewlett Packard Enterprise authorized representative arrives at the Customer's site, the representative will continue to deliver the service (either onsite or remotely, at the discretion of HPE) until the products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available. With scheduled onsite response, work will resume on the following business day.

License to use software updates

The Customer receives the license to use software updates to HPE or HPE-supported third-party software for each system, socket, processor, processor core, or end-user software license covered by this service, as allowed by the original Hewlett Packard Enterprise or original manufacturer software license terms.

The license terms shall be as described in the HPE software licensing terms corresponding to the Customer's prerequisite underlying software license, or in accordance with the current licensing terms of the third-party software manufacturer, if applicable, including any additional software licensing terms that may accompany such software updates provided under this service.

Software product and documentation updates

As Hewlett Packard Enterprise releases updates to HPE software, the latest revisions of the software and reference manuals are made available to the Customer's system manager or designee. For selected third-party software, HPE will provide software updates as such updates are made available from the third party, or HPE may provide instructions on how to obtain any software updates directly from the third party. For certain software products, the Customer may be able to select from a choice of media types. An access code or license key, or instructions for obtaining an access code or license key, will also be provided to the Customer when it is required to install or run the latest software revision.

Replacement parts and materials

Hewlett Packard Enterprise will provide HPE-supported replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available engineering improvements required by HPE to assure supportability of the product. Replacement parts provided by HPE shall be new or functionally equivalent to new in performance. Replaced parts become the property of HPE. Customers who wish to retain, degauss, or otherwise physically destroy replaced parts will be billed and required to pay the list price for the replacement part.

Supplies and consumable parts are not supported and will not be provided as part of this service; standard warranty terms and conditions apply to supplies and consumable parts. The repair or replacement of any supplies or consumables is the responsibility of the Customer. Some exceptions may apply; contact Hewlett Packard Enterprise for more information. If a consumable part is eligible for coverage, as determined by HPE, call-to-repair time commitments and onsite response times do not apply to repair or replacement of the covered consumable part.

Maximum supported lifetime/maximum usage: Parts and components that have reached their maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer's operating manual, product QuickSpecs, or the technical product data sheet will not be provided, repaired, or replaced as part of this service.

Coverage window

Service is available 24 hours a day, Monday through Sunday including HPE holidays.

Not all service-level options are available on all products. The service-level options the Customer has chosen will be specified in the Customer's contract documentation.

Option

Delivery specification

Onsite response time for hardware support

Onsite response time specifies the period of time that begins when the initial service request is received and logged with HPE Response Center and ends when the Hewlett Packard Enterprise authorized representative arrives at the Customer's site, if this time falls within the specified coverage window.

The following onsite response time is available for eligible hardware products: next-day response, standard business hours (9x5).

• A Hewlett Packard Enterprise authorized representative will arrive at the Customer's site between 8:00 am and 5:00 pm local time, Monday through Friday excluding HPE holidays, to begin hardware maintenance service during the next working day after the initial service request is logged.
• The service request must be received between 8:00 am and 5:00 pm local time, Monday through Friday excluding HPE holidays.
• Service requests received after 5:00 pm will be logged the next business day and serviced on the following business day.