Core service features

Access to technical resources

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

Problem analysis and resolution

HPE 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.

Problem isolation

Problem isolation for the software product is provided. The Customer is informed if the problem is perceived to be hardware related. If the Customer’s hardware is covered under an HPE Hardware Maintenance Onsite Service Agreement, a service request will be logged on the Customer’s behalf. If available and with the Customer’s approval, a per-call service request at the current time and material rates will be logged on the Customer’s behalf for problems related to hardware not covered under an HPE Hardware Maintenance Onsite Service Agreement.

Software electronic support

As a part of this service, HPE will provide access to certain software-related electronic and web-based tools and services, as applicable.

The Customer can access certain capabilities made available to registered users, such as searches of technical support documents and knowledge databases to facilitate faster problem-solving, downloading selected HPE software patches, participating in support forums for solving problems and sharing best practices with other registered users, and the ability to use a web-based tool for submitting questions directly to HPE and viewing the status of each service request submitted.

Software features and operational support

HPE provides information, as commercially available, on current product features, known problems and available solutions, and operational advice and assistance.

Remote access

At the option of HPE and with Customer approval, selected remote access tools may be used to facilitate problem solving. The use of these tools allows HPE to work interactively with the Customer and facilitates remote diagnosis of problems with the Customer’s system.

The Customer can choose to use any of these remote access tools to assist in the resolution of service requests. Only HPE provided and approved tools are to be used as a part of this feature.

Installation advisory support

Limited advisory support is provided and is restricted to basic advisory assistance for the Customer who encounters difficulties while performing a software product installation or who needs advice on proper installation methods and updating of standalone applications. Limited advisory support for software products that are installed in a network environment is also provided. The scope of such advisory support is at HPE’s discretion.

Exclusions to this advisory support include, but are not limited to, the following: any downloading of complete software packages or walking the Customer through an installation from start to finish. These services are available for an additional charge and can be purchased separately from HPE.

Flexible coverage window

The coverage window specifies the time during which services are available. Flexible hours of coverage are available to facilitate customization of the coverage window to address the Customer’s business needs.

Sustaining Engineering

For critical defects or critical security vulnerabilities with no workaround and that cannot be resolved by HPE’s global service delivery organization, an engineering group will attempt to address the issues within commercially reasonable effort and potentially develop a workaround or solution.

Flexible response time

Response time specifies the period of time that begins when the initial service request is received and logged with HPE and ends when the HPE authorized representative calls the Customer to review the request if this time falls within the specified coverage window.

The following response times are available:

• 2-hour response: An HPE authorized representative will contact the Customer to begin software technical support service within two (2) hours after the service request has been logged with HPE, if this time falls within the contracted coverage window.
• 1-hour response: An HPE authorized representative will contact the Customer to begin software technical support service within one (1) hour after the service request has been logged with HPE, if this time falls within the contracted coverage window.

Escalation management for sustaining engineering

For HPE Prior Software Version Support or HPE Mature Software Product Support services that include sustaining engineering, HPE has established formal escalation procedures to facilitate complex problem resolution. The HPE management coordinates problem escalation, enlisting the skills of key problem-solving specialists in HPE and selected third-party engineering groups.