Specifications

Technical Specifications

Datasheet publication number

  • 4AA4-8876ENW, December 2017, Rev. 4

Service feature highlights, header

  • Escalation management

Service feature highlights, header

  • HPE electronic remote support solution

Service feature highlights, header

  • Basic SW Support and Collaborative Call Management for non-HPE SW on eligible HPE hardware products

Service feature highlights, header

  • Access to electronic support information and services

Service feature highlights, header

  • Hardware: Remote problem diagnosis and support

Service feature highlights, header

  • Hardware: Onsite hardware support

Service feature highlights, header

  • Hardware: Replacement parts and materials

Service feature highlights, header

  • Software: Access to technical resources

Service feature highlights, header

  • Software: License to use software updates

Service feature highlights, header

  • Software: Installation advisory support

Service feature highlights, header

  • Software: Software features and operational support

Service features, header

  • Remote problem diagnosis and support

Service features

  • Once the Customer has placed and HPE has acknowledged the receipt of a case as described in the “General provisions” 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 on-site 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 or parts
    classified by HPE as Customer Self Repair parts (CSR).

Service features, header

  • On-site hardware support

Service features

  • For hardware incidents that cannot, in HPE’s judgment, be resolved remotely, an HPE authorized representative will provide on-site technical support on covered hardware products to return them to operating condition. Once an HPE authorized representative arrives at your site, the representative will continue to deliver the service, either on-site 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.

Service features

  • Install available engineering improvements for covered hardware products to help you 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.

    At your 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.