2.1. Service Packs

• The Service Packs include the required HPE Aruba Networking hardware, software, and service components for the specific use cases of the product solutions further described in the Appendices to this Service Description. Service Packs qualify as Systems under the HPE aaS Terms for Customers and the HPE aaS Commercial Terms.

2.2. Customer Experience Management (“CEM”)

• CEM provides assistance and information in the context of service delivery. CEM is a digital experience that assists the Customers in all phases of the service lifecycle. The digital experience is comprised of:
• User and site onboarding.
• Relevant information to design and deploy Service Packs including the checklist of recommended activities.
• Access to the HPE Networking Support Portal.
• Access to the NaaS experience platform, which provides:

  • Up-to-date information about the network infrastructure.
  • Ask CEM, that provides digital answers to service-related questions and demo videos.
  • Inventory collection for reporting.
  • Information on how to add inventory data into the NaaS experience platform and generate relevant reports.
  • Contextualized product advisories for security, end of life, end of development, and end of support reports based on collected inventory.

2.3. Support

• Unless an upgrade is purchased, the default included HPE support is Next business day (NBD) exchange (HW only). The default support provides support entitlements and flexible options for hardware replacement that Customers may select in their configuration of the Service Pack depending on their requirements.
• Note:
• Support upgrade and downgrade options are not available in all markets and all products.
• All support tiers are subject to the equivalent Foundational Care tier constraints.

2.4. Software

• HPE Aruba Networking Central is the management software included in most service packs. NaaS experience platform requires a connection to HPE Aruba Networking Central to enable the CEM digital experience. Upgrade options for HPE Aruba Networking Central are available in the ordering guide.

3.1. Extend

• At the end of term, the Customer may have the availability of extending the existing Service Packs. This is accomplished through two options:
• Month to month: The Customer can retain the Service Packs and continue to pay the same monthly Subscription. This option to renew month-to-month is dependent upon the Service Packs and all related licensing being not listed as End of Support.
• New term agreement: The Customer can enter into a new Service Pack Term (3 year or 5 year) with the existing Service Packs, dependent upon the Service Packs not becoming End of Support during the full length of the new Service Pack Term. The Subscription for this new Service Pack Term will be based upon their then-fair market value, as per HPE policies and guidelines.

3.2. Refresh

• At the end of the Service Pack Term, the Customer may enter into a new Subscription with new Service Packs. This is accomplished by the return of the hardware in the existing Service Packs and the purchase order for a new Service Pack Term based upon then-current Subscription pricing of the new Service Packs.

3.3. Return

• The hardware in the Service Packs must be returned upon the expiry of their respective Service Pack Term to the HPE-specified return address. If the Customer fails to comply with its obligation to effect the return , a Return Fee will be charged. If Customer has lost or damaged the hardware, HPE will invoice a Replacement Value Fee.

• These services apply to Service Packs only and do not extend to the modification of any configurations of any equipment that is not part of HPE GreenLake for Networking service packs.
• Services are delivered in English only.
• HPE may use resources outside the country of purchase for the delivery of these Services.
• All Service Packs are in scope of CEM but some Service Packs may not be supported by the NaaS experience platform.
• Orders are by default single country. Service Packs are shipped when available. In any Service Pack order, the Service Pack Term cannot be co-terminus.
• Not all Service Packs include an HPE Aruba Networking Central license.
• The configuration selected for a Service Pack is fixed once the Order is placed. A future release of the Ordering platform is expected to allow for subsequent revision to such configuration.

• Service Pack Customers are accountable and responsible for the following:

  • Using due care to maintain the Service Packs in good working order, ordinary wear and tear excepted.
  • Not relocating any Service Packs into a different country from that of the customer’s ship-to address country without working with HPE Aruba Networking customer success manager services and obtaining HPE’s consent.
  • Not making any modifications to the Service Packs and not using the designated components of a Service Pack outside that specific Service Pack.
  • Deinstalling the Service Packs and returning the Service Packs within 30 calendar days of expiration or termination of the applicable Services Term, in the same condition as when delivered (including resetting and deleting all Customer data in all such Service Packs by carrying out a proper media sanitization)—ordinary wear and tear excepted, and freight prepaid and insured to the destination identified by HPE.
• Providing appropriate facilities for the Service Packs, including but not limited to

  • Floor and rack space
  • Electricity
  • Physical security
  • Network cabling
  • Network for both LAN and WAN connectivity and bandwidth
• Notifying HPE if the Service Packs are used in an environment that poses a potential hazard to the good and continued function of the Service Packs.
• Being accountable for all network architectures, designs, security, integration or deployment projects, and activity, with respect to the HPE Aruba Networking environment supported by the Service Packs.
• Adhering to licensing terms and conditions regarding the use of any HPE SaaS and tools (for example, HPE Aruba Networking Central, NaaS experience platform) provided to facilitate the delivery of the Services, as applicable.

• “Standard Workday” Any weekday (excluding Saturday and Sunday), aside from HPE observed holidays during a given calendar year.
• “Standard Workday Hours” HPE standard business hours, which are 9 AM to 5 PM local time of a Standard Workday.

HPE may update or alter the features and functionality of this Service. Customers will receive notifications about updates and changes through Customer’s HPE point of contact.