HPE Collaborative Support Service

Support Services

HPE Collaborative Support Service is designed for customers who purchase HPE hardware with HPE and selected third-party software products. HPE Collaborative Support provides a first point of contact for your initial hardware and software support needs. HPE brings the knowledge of its technical resources around the globe to help you to resolve your hardware and basic software support issues with a call to HPE.


With HPE Collaborative Support, you don’t have to decide if you have a hardware or software issue. You can make the first call directly to HPE, and the Hewlett Packard Enterprise support professional will help determine whether you have a hardware or software problem. If the reported incident is related to a selected third-party software product and cannot be resolved by applying known fixes, HPE will contact the third-party vendor and create a problem incident on your behalf under your existing support agreement with the software vendor. HPE will also provide the necessary problem documentation to help the vendor with resolving the problem more quickly. If the incident is with a covered HPE hardware product, HPE will provide technical hardware support, remotely or onsite, to resolve the reported issue.

  • Service feature highlights

    • Collaborative remote software support:
    • 24x7 coverage window with 2-hour remote response
    • Basic Software Support
    • Collaborative call management
    • Hardware support:
    • Remote problem diagnosis and support
    • Onsite hardware support
    • Replacement parts and materials
    • Choice of hardware support coverage windows
    • Onsite response time for hardware support
    • 6-hour call-to-repair time commitment for hardware support (optional)
    • Enhanced parts inventory management (included with call-to-repair time commitment)
    • Work to completion
    • Escalation management
    • HPE electronic remote support solution (for eligible products only)
    • Access to electronic support information and services
    • Defective media retention (optional; for eligible products only)
    • Comprehensive defective material retention (optional; for eligible products only)

    Table 1. Service features

Feature

Delivery specifications

Collaborative remote software support:

24 x 7 coverage window with 2-hour remote response

Customers can call Hewlett Packard Enterprise 24 hours per day, Monday through Sunday including HPE holidays, to log a covered incident with HPE. Once the Customer has placed and HPE has acknowledged the receipt of a call as described in the ‘General provisions/Other exclusions’ section, HPE will respond to the call within two hours to start remote diagnosis and basic software support. This coverage window is subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on service availability.

Basic Software Support

Basic Software Support service provides the Customer with problem isolation and corrective support as described below if there is a known fix available for the reported software problem.

Once the Customer has placed and Hewlett Packard Enterprise has acknowledged the receipt of a call as described in ‘General provisions/Other exclusions’ section, HPE will work to identify whether a problem with the covered product is caused by a software or hardware component.

If an incident is determined to be caused by the covered HPE or selected third-party software, HPE will provide corrective support by communicating the known fix and advising the Customer on how to apply it. In some cases, corrective support may be limited to communication of a known fix available through the installation of a software update or patch, and the Customer will be directed to available sources for the applicable updates or patches because access to the known fix requires additional service contracts either with HPE or the respective software vendor.

The assistance provided with this service will not address complex problems such as step-by-step instruction for installation and configuration, performance tuning, or any other complex problems.

This service does not replace the need for the Customer to have a support contract with the third-party product provider (see the ‘Prerequisites’ section).

HPE at its sole discretion will determine when a problem is complex and must be resolved by the third-party support provider.

Collaborative call management

If Hewlett Packard Enterprise determines that a problem is caused by selected third-party software and cannot be resolved by the Customer applying known, available fixes as defined in the Basic Software Support deliverables, HPE will, at the Customer’s request, initiate a service call with the third-party software vendor, provided appropriate support agreements have been put in place between the Customer and the vendor to enable HPE to do so.

As part of the call initiation process, HPE will provide problem documentation derived during the HPE troubleshooting process. In order for HPE to initiate the service call with the third-party software vendor in the Customer’s name, the Customer must have a valid software support contract in place with the software vendor that allows them to place calls and receive support, have taken any steps necessary to ensure that HPE can initiate a call on the Customer’s behalf, and provide HPE with the required authorization and contract information. Coverage hours for collaborative call management are dependent on the terms of the support agreement between the Customer and the software vendor.

Once the software vendor is engaged, HPE will close the service call, but the Customer can reopen the issue with HPE if needed by referencing the original call identification number (a new call identification number will be assigned).

Hardware support:

Remote problem diagnosis and support

Once the Customer has placed and Hewlett Packard Enterprise has acknowledged the receipt of a call as described in ‘General provisions/Other exclusions’ section and the issue has been diagnosed to be with the hardware product, HPE will work during the hardware support 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 solutions to access covered products, or HPE may use other means available to facilitate remote incident resolution.

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

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 via the HPE electronic remote support solutions as an automated equipment reporting event, 24 hours a day, 7 days a week. HPE will acknowledge the receipt of the service request by logging the call, assigning a case ID, and communicating that case ID to the Customer. HPE retains the right to determine the final resolution of all reported incidents.

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 HPE ProLiant servers, 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.

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

  • Install available engineering improvements 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 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, HPE will install during coverage hours critical firmware updates defined by HPE as non-customer-installable at the Customer’s request. Critical firmware updates are firmware updates recommended by the HPE product division for immediate installation.

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 and recommended engineering improvements. Replacement parts provided by HPE shall be new or functionally equivalent to new in performance. Replaced parts become the property of HPE.

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.

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

Choice of different hardware support coverage windows

The hardware support coverage window specifies the time during which hardware support services are delivered onsite or remotely. Calls received outside this coverage window will be logged the next day for which the Customer has a coverage window.

The following coverage window options are available for eligible products:

  • Next Business Day Service (NBD): Standard business hours, standard business days (9x5): Service is available 9 hours per day between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HPE holidays.
  • 24x7: Service is available 24 hours per day, Monday through Sunday including HPE holidays.

All coverage windows are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on service availability.

Onsite response time for hardware support

For incidents with covered hardware that cannot be resolved remotely, Hewlett Packard Enterprise will use commercially reasonable efforts to respond onsite within the specified onsite response time.

Onsite response time specifies the period of time that begins when the initial call has been received and acknowledged by HPE, as described in the ‘General provisions/Other exclusions’ section. The onsite response time ends when the Hewlett Packard Enterprise authorized representative arrives at the Customer's site, or when the reported event is closed with explanation that HPE has determined it does not currently require an onsite intervention.

Response times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.

The following onsite response times are available for this service:

  • Next Business Day Service (NBD) onsite response: A Hewlett Packard Enterprise authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service the next business day after the call has been received and acknowledged by HPE. Calls received outside the coverage window will be acknowledged the next business day and serviced within the following business day.
  • 4-hour onsite response: A Hewlett Packard Enterprise authorized representative will arrive at the Customer's site during the coverage window to begin hardware maintenance service within 4 hours after the call has been received and acknowledged by HPE.

All response times are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for detailed information on service availability.

6-hour call-to-repair time commitment for hardware support

A 6-hour call-to-repair time commitment may be selected for eligible products in lieu of an onsite response time.

For critical incidents (severity 1 or 2) with covered hardware that cannot be resolved remotely, Hewlett Packard Enterprise will use commercially reasonable efforts to return the covered hardware to operating condition within 6 hours after the call has been received and acknowledged by HPE.

For noncritical incidents (severity 3 or 4) or at the Customer’s request, HPE will work with the Customer to schedule the remedial action at an agreed-upon time , and the call-to-repair time commitment will then start at that time.

Incident severity levels are defined in the ‘General provisions/Other exclusions’ section.

Call-to-repair time refers to the period of time that begins when the initial call has been received and acknowledged by HPE, as specified in the ‘General provisions/Other exclusions’ section. Call-to-repair time ends with HPE's determination that the hardware is repaired or when the reported event is closed with the explanation that HPE has determined it does not currently require onsite intervention. Call-to-repair times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.

All call-to-repair times are subject to local availability. Contact a local Hewlett Packard Enterprise sales office for more information on service availability.

Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has been replaced. Verification by HPE may be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verification of proper operation. At its sole discretion, HPE will determine the level of testing necessary to verify that the hardware is repaired. At its sole discretion, HPE may temporarily or permanently replace the product in order to meet the repair time commitment. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of HPE.

It will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call-to-repair time commitment can be put in effect. During this initial 30-day period and for up to five (5) additional business days after the audit is completed, HPE will provide a 4-hour onsite response time service level.

Enhanced parts inventory management (included with call-to-repair time commitment)

To support Hewlett Packard Enterprise call-to-repair time commitments, an inventory of critical replacement parts is maintained for call-to-repair Customers. This inventory is stored at an Hewlett Packard Enterprise designated facility. These parts are managed to allow for increased inventory availability and are accessible to Hewlett Packard Enterprise authorized representatives responding to eligible support requests.

Work to completion

Once an 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 additional parts or 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.

Escalation management

Hewlett Packard Enterprise has established formal escalation procedures to facilitate the resolution of 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.

Hewlett Packard Enterprise electronic remote support solution

The Hewlett Packard Enterprise 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 firmware, 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
  • Certain HPE proprietary service diagnostic tools with password access
  • A Web-based tool for submitting questions directly to HPE; the tool helps to resolve problems quickly with a pre-qualification process that routes the support or service request to the resource qualified to answer the question, and also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone
  • Search 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 (this service may be limited by third-party access restrictions)

Table 2.Optional service features

Feature

Delivery specifications

Defective media retention

For eligible products, this service feature option allows the Customer to retain defective hard disk or eligible SSD/Flash drive components that the Customer does not want to relinquish due to sensitive data contained within the disk ('Disk or SSD/Flash Drive') covered under this service. All Disk or eligible SSD/Flash Drives on a covered system must participate in the defective media retention. Notwithstanding anything to the contrary in this document or the Hewlett Packard Enterprise Single Order Terms for Support, HPE waives the right to take possession and title of a defective Disk or SSD/Flash Drive covered by the defective media retention service feature option in the event a replacement product is delivered by HPE to the Customer. The Customer will retain all defective Disk or SSD/Flash Drives supported by HPE under the HPE support agreement, and the Customer remains fully responsible for the protection and privacy of the data residing on the defective Disk or SSD/Flash Drive.

Comprehensive defective material retention

In addition to defective media retention, this service feature option allows the Customer to retain additional components that have been designated by Hewlett Packard Enterprise as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in the comprehensive defective material retention. The components that can be retained under this service feature are outlined in the document located at www.hpe.com/services/cdmr.

Report presentation

Hewlett Packard Enterprise presents the Customer with a report of its findings and recommendations based upon the information provided, which is shared during an interactive question and answer session with key members of the Customer’s IT staff on the scheduled presentation date.

  • Service limitations

    Basic software support and collaborative call management are provided exclusively for those selected third-party products and vendors listed on the HPE Collaborative Support supported products list at www.hpe.com/services/collaborativesupport.


    The Customer must have appropriate, active support agreements in place with selected vendors and take any steps necessary to ensure that HPE can submit calls on the Customer’s behalf for the purpose of placing a support call with them. Hewlett Packard Enterprise will not be able to transfer the existing HPE case number to the vendors and assumes no responsibility for failure to do so. HPE is not liable for the performance or non-performance of third-party vendors, their products, or their support services. HPE’s obligations are limited to the placement of support calls only, and the purchase of this service does not assign the support agreement between the Customer and vendor to HPE. The Customer is still responsible for the performance of its obligations under such agreements, including payment of all applicable fees and any fees that may apply as a result of logging calls with the vendor.


    At the discretion of Hewlett Packard Enterprise, service will be provided using a combination of remote diagnosis and support, services delivered onsite, and other service delivery methods. Other service delivery methods may include the delivery, via a courier, of customer-replaceable parts such as a keyboard, a mouse, other parts classified by HPE as Customer Self Repair parts, or an entire replacement product. HPE will determine the appropriate delivery method required to provide effective and timely Customer support and meet the call-to-repair time commitment, if applicable.


    In the event that a Customer Self Repair part is provided to return the system to operating condition, the onsite service level shall not apply. In those cases, Hewlett Packard Enterprise practice is to express ship Customer Self Repair parts that are critical to the product operation to the Customer location. For more details on the Customer Self Repair process and parts, please refer to www.hpe.com/info/csr.


    An onsite response time will not apply if the service can be delivered using remote diagnosis, remote support, or other service delivery methods described above.


    If an upfront audit is required by Hewlett Packard Enterprise, the hardware call-to-repair time commitment will not take effect until five (5) business days after the audit has been completed. In addition, HPE reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe.


    The following are excluded from the call-to-repair time commitment (if applicable):

    • Time for disk mechanism rebuild or sparing procedures
    • Situations where a logical unit number (LUN) may be blocked to preserve data integrity
    • Any restoration/recovery of compromised data
    • Any period of non-availability not directly caused by a hardware fault

    Hewlett Packard Enterprise reserves the right to modify the call-to-repair time commitment as it applies to the Customer's specific product configuration, location, and environment. This will be established at the time of the support agreement order and is subject to resource availability.


    A call-to-repair time commitment does not apply when the Customer chooses to have Hewlett Packard Enterprise prolong diagnosis rather than execute recommended recovery procedures.


    If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time.


    After Hewlett Packard Enterprise has diagnosed a reported problem to be caused by software included on the selected third-party software product list, a service incident has been initiated with the third-party vendor on behalf of the Customer, and the third-party vendor support case ID has been communicated to the Customer, HPE will close the case and will not be responsible for providing additional technical support concerning that problem to the Customer.

Activities such as, but not limited to, the following are excluded from this service:

  • Complex problem resolution covered by the Customer’s support agreement with the third-party vendor
  • Step-by-step installation, configuration, and performance tuning
  • Provision of, right to use, and access to Hewlett Packard Enterprise or third-party software updates or patches
  • Backup, recovery, and support of the operating system, other software, and data
  • Operational testing of applications, or additional tests requested or required by the Customer
  • Troubleshooting for interconnectivity or compatibility problems
  • Support for network-related problems
  • Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by Hewlett Packard Enterprise
  • Services required due to failure of the Customer to take avoidance action previously advised by Hewlett Packard Enterprise
  • Services that, in the opinion of Hewlett Packard Enterprise, are required due to improper treatment or use of the product
  • Services that, in the opinion of Hewlett Packard Enterprise, are required due to unauthorized attempts by non-HPE personnel to install, repair, maintain, or modify hardware, firmware, or software

Limitations to the defective media retention service feature option

The defective media retention and comprehensive defective material retention service feature options apply only to eligible data retentive components replaced by Hewlett Packard Enterprise due to malfunction. They do not apply to any exchange of data retentive components that have not failed.


Data Retentive components that are specified by Hewlett Packard Enterprise as consumable parts and/or that have exceeded the maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer's operating manual, the product QuickSpecs, or the technical data sheet are not eligible for the defective media retention or the comprehensive defective material retention service feature option.


Defective media retention service and comprehensive defective material retention service coverage for options designated by Hewlett Packard Enterprise as requiring separate coverage, if available, must be configured and purchased separately.


Failure rates on these components are constantly monitored and Hewlett Packard Enterprise reserves the right to cancel this service with 30 days' notice if HPE reasonably believes that the Customer is overusing the defective media retention or comprehensive defective material retention service feature option (such as when replacement of defective data retentive components materially exceeds the standard failure rates for the system involved).


HEWLETT PACKARD ENTERPRISE SHALL HAVE NO OBLIGATION WHATSOEVER WITH RESPECT TO THE CONTENTS OF OR THE DESTRUCTION OF ANY DATA RETENTIVE COMPONENT RETAINED BY THE CUSTOMER. NOTWITHSTANDING ANYTHING IN HPE'S CURRENT STANDARD SALES TERMS OR THE TECHNICAL DATA SHEET TO THE CONTRARY, IN NO EVENT WILL HPE OR ITS AFFILIATES, SUBCONTRACTORS, OR SUPPLIERS BE LIABLE FOR ANY INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOSS OF OR MISUSE OF DATA UNDER THIS DEFECTIVE MEDIA RETENTION OR COMPREHENSIVE DEFECTIVE MATERIAL RETENTION SERVICE.

  • Travel zones

    All hardware onsite response times apply only to sites located within 100 miles (160 km) of an HPE designated support hub. Travel to sites located within 200 miles (320 km) of an HPE designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HPE designated support hub, there will be an additional travel charge.


    Travel zones and charges, if applicable, may vary in some geographic locations.


    Response times to sites located more than 100 miles (160 km) from an HPE designated support hub will have modified response times for extended travel, as shown in the table below.


    A call-to-repair time commitment is available for sites located within 50 miles (80 km) of an HPE designated support hub.


    For sites that are located within 51 to 100 miles (81 to 160 km) of a HPE designated support hub, an adjusted hardware call-to-repair time commitment applies, as shown in the table below.

Distance from HPE designated hub

4-hour response time

Next day onsite response time

0–100 miles (0–160 km)

4 hours

Next coverage day

101-200 miles (161-320 km)

8 hours

1 additional coverage day

201-300 miles (321-480 km)

Established at time of order and subject to resource availability

2 additional coverage days

Beyond 300 miles (480 km)

Established at time of order and subject to resource availability

Established at time of order and subject to resource availability

For sites that are located within 51 to 100 miles (81 to 160 km) of an HPE designated support hub, an adjusted hardware call-to-repair time commitment applies, as shown in the table below.

Distance from HPE designated support hub

6-hour hardware call-to-repair time commitment

0-50 miles (0-80 km)

6 hours

51-100 miles (81-160 km)

8 hours

Beyond 100 miles (160 km)

Not available

The hardware call-to-repair time commitment is not available for sites located more than 100 miles (160 km) from a HPE designated support hub.

Distance from HPE designated support hub

6-hour hardware call-to-repair time commitment

0-50 miles (0-80 km)

6 hours

51-100 miles (81-160 km)

8 hours

Beyond 100 miles (160 km)

Not available

  • Prerequisites

    In order for Hewlett Packard Enterprise to provide collaborative call management, the Customer must have an active support agreement with the software vendor that includes the required service level and features that allow the Customer to place calls and receive support from the vendor. If the vendor requires it, the Customer will take any steps necessary to ensure that HPE can submit calls on the Customer’s behalf. In addition, the Customer must provide HPE with the appropriate information needed for HPE to initiate a service call with the software vendor on the Customer‘s behalf.


    For hardware onsite response time options, Hewlett Packard Enterprise strongly recommends that the Customer install and operate the appropriate HPE remote support solution, with a secure connection to HPE, in order to enable the delivery of the service. For hardware call-to-repair time commitments, HPE requires that the Customer install and operate the appropriate HPE remote support solution, with a secure connection to HPE, in order to enable the delivery of the service. Please contact a local Hewlett Packard Enterprise representative for further details on requirements, specifications, and exclusions. If the Customer does not deploy the appropriate HPE remote support solution, HPE may not be able to provide the service as defined and is not obligated to do so. Additional charges will be applied for onsite installation of non-customer-installable firmware if the Customer does not deploy the appropriate HPE remote support solution in cases where they are recommended and available. Installation of customer-installable firmware is the responsibility of the Customer. Additional charges will apply if the Customer requests that HPE install customer-installable firmware and software updates. Any additional charges to the Customer will be on a time-and-materials basis, unless otherwise previously agreed to in writing by HPE and the Customer.


    Hewlett Packard Enterprise, at its sole discretion, may require an audit on the covered products. If such an audit is required, a Hewlett Packard Enterprise authorized representative will contact the Customer, and the Customer will agree to arrange for an audit to be performed within the initial 30-day timeframe. During the audit, key system configuration information is collected and an inventory of the covered products is performed. The information gathered in the audit enables HPE to plan and maintain replacement part inventories at the appropriate level and location, and allows HPE to survey and troubleshoot possible future hardware incidents so that repairs can be completed as quickly and efficiently as possible. At the sole discretion of HPE, the audit may be performed onsite, via remote system access, via remote audit tools, or over the phone.


    If an audit is required by Hewlett Packard Enterprise, it will take 30 days from the time this service is purchased to set up and perform the audits and processes that must be completed before the hardware call-to-repair time commitment can be put in effect. The hardware call-to-repair time commitment will not take effect until five (5) business days after the audit has been completed. Until such time, service for the covered hardware will be delivered at a 4-hour onsite response time service level.


    In addition, Hewlett Packard Enterprise reserves the right to downgrade service to an onsite response time or cancel the service contract if critical audit suggestions are not followed or the audit is not performed within the specified timeframe, unless the delay is caused by HPE.

  • Customer responsibilities

    If the Customer does not act upon the specified Customer responsibilities, at Hewlett Packard Enterprise’s discretion, Hewlett Packard Enterprise or the Hewlett Packard Enterprise authorized service provider i) will not be obligated to deliver the services as described, or ii) will perform such service at the Customer’s expense at the prevailing time and material rates.


    The Customer must meet the prerequisites detailed above to be eligible for this service.


    If required by Hewlett Packard Enterprise, the Customer or a Hewlett Packard Enterprise authorized representative must activate the hardware product to be supported within 10 days of purchase of this service, using the registration instructions provided by HPE, or as otherwise directed by HPE. In the event that a covered product changes location, activation and registration (or a proper adjustment to an existing HPE registration) are to occur within 10 days of the change.


    The Customer will:

    • Retain, and provide to Hewlett Packard Enterprise upon request, all original software licenses, license agreements, license keys, and subscription service registration information, as applicable for this service
    • Use all software products in accordance with current Hewlett Packard Enterprise 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
    • Execute, if requested by Hewlett Packard Enterprise, an agency agreement between the Customer and HPE, and provide HPE with all required information, documentation, and authority to entitle HPE to log calls with third-party vendors in the Customer’s name

    The call-to-repair time commitment is subject to the Customer providing immediate and unrestricted access to the system, as requested by Hewlett Packard Enterprise. The call-to-repair time commitment does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time.


    For hardware onsite response time options, Hewlett Packard Enterprise strongly recommends that the Customer install and operate the appropriate HPE remote support solution, with a secure connection to HPE, in order to enable the delivery of the service and options. Please contact a local Hewlett Packard Enterprise representative for further details on requirements, specifications, and exclusions. If the Customer does not deploy the appropriate HPE remote support solution, HPE may not be able to provide the service as defined and is not obligated to do so.


    Upon Hewlett Packard Enterprise request, the Customer will be required to support HPE's remote problem resolution efforts. The Customer will:

    • Provide all information necessary for Hewlett Packard Enterprise to deliver timely and professional remote support and to enable HPE to determine the level of support eligibility
    • Install customer-installable firmware updates and patches
    • Start self-tests and install and run other diagnostic tools and programs
    • Perform other reasonable activities to help Hewlett Packard Enterprise identify or resolve problems, as requested by HPE

    The Customer is responsible for installing, in a timely manner, critical customer-installable firmware updates, as well as Customer Self Repair parts and replacement products delivered to the Customer.


    The Customer agrees to pay additional charges if the Customer requests that Hewlett Packard Enterprise install customer-installable firmware updates or patches. Any additional charges to the Customer will be on a time-and-materials basis, unless otherwise previously agreed in writing by HPE and the Customer.

In cases where a Customer Self Repair part or replacement product is shipped to resolve a problem, the Customer is responsible for returning the defective part or product within a time period designated by Hewlett Packard Enterprise. In the event HPE does not receive the defective part or product within the designated time period or if the part or product is physically damaged upon receipt, the Customer will be required to pay a fee for the defective part or product, as determined by HPE.


The Customer is responsible for registering to use Hewlett Packard Enterprise's electronic facility and maintaining the Customer’s registration information in order to gain access to restricted product information and to receive proactive notification or other services available to the Customer.


If the Customer chooses to retain repair parts covered under the defective media retention and/or comprehensive defective material retention service feature options, it is the Customer's responsibility to:

  • Retain physical control of Disk or SSD/Flash Drives at all times during support delivery by Hewlett Packard Enterprise; HPE is not responsible for data contained on Disk or SSD/Flash Drives
  • Ensure that any Customer sensitive data on the retained Disk or SSD/Flash Drive is destroyed or remains secure
  • Have an authorized representative present to retain defective Disk or SSD/Flash Drives, accept replacement Disk or SSD/Flash Drives, provide Hewlett Packard Enterprise with identification information for each Disk or SSD/Flash Drive retained hereunder, and, upon HPE request, execute a document provided by HPE acknowledging the retention of the Disk or SSD/Flash Drives
  • Destroy the retained Disk or SSD/Flash Drive and/or ensure that the Disk or SSD/Flash Drive is not put into use again
  • Dispose of all retained Disk or SSD/Flash Drives in compliance with applicable environmental laws and regulations

For data retentive components supplied by Hewlett Packard Enterprise to the Customer as loaner, rental, or lease products, the Customer will promptly return the replacement components at the expiration or termination of support with HPE. The Customer will be solely responsible for removing all sensitive data before returning any such loaned, rented, or leased components or products to HPE, and HPE shall not be responsible for maintaining the confidentiality or privacy of any sensitive data that remains on such components.

  • Coverage

    This service provides coverage for eligible HPE and HPE supported and supplied internal components, such as memory and DVD-ROM drives. Attached accessories are not covered by this service; certain exceptions may apply. Please contact your Hewlett Packard Enterprise sales representative for more information regarding what products, accessories, and components are eligible for coverage under this service.


    Notwithstanding anything in this document, service purchased on the main product does not extend to all options or all Moonshot servers. Service coverage for certain options or Moonshot servers must be configured and purchased separately; otherwise, standard warranty terms apply. For a complete list of the HPE ProLiant and HPE BladeSystem options and Moonshot servers that require separate service coverage, please visit www.hpe.com/services/excludedoptions


    For some servers and storage products, CPUs, disks, and other major internal and external components and HPE designated Premium Options will be covered if support has been configured accordingly and they are listed in the contract's equipment list (if applicable).


    Coverage for eligible multivendor systems includes all standard vendor-supplied internal components.


    Consumable items including, but not limited to, removable media, customer-replaceable batteries, maintenance kits, and other supplies, as well as user maintenance, are not covered by this service.


    For replacement parts or components that are discontinued, an upgrade path may be required. Upgrades for discontinued parts or components may in some cases result in additional charges to the Customer. HPE will work with the Customer to recommend a replacement. Not all components will have available replacements in all countries due to local support capabilities.


    For ProLiant servers and storage systems, the service on the main product covers HPE-branded hardware options not designated by HPE as requiring separate coverage, that are qualified for the server, purchased at the same time or afterward, and internal to the enclosure. These items will be covered at the same service level as the main product.


    For BladeSystem enclosures, this service covers the enclosure, power supplies, fans, enclosure devices, and options not designated by HPE as requiring separate coverage.


    For ProLiant servers, storage or BladeSystem enclosures installed within a rack, the service also covers HPE qualified rack options not designated by HPE as requiring separate coverage. Coverage includes UPS products not exceeding 12 kVA, KVM switch, console, and PDU, installed within the same rack, during the supported life of up to 5 years beyond sales discontinuance. The UPS battery is covered separately under its own warranty terms and conditions, limited to the term of the applicable warranty period.

  • General provisions/Other exclusions

    Hewlett Packard Enterprise will acknowledge a call by logging a case, communicating the case ID to the Customer, and confirming the Customer’s incident severity and time requirements for commencement of remedial action. Note: For events received via the HPE electronic remote support solutions, HPE is required to contact the Customer, determine the incident severity with the Customer, and arrange access to the system before the hardware call-to-repair time or hardware onsite response time period can start.


    Hardware support onsite response times and call-to-repair time commitments may differ depending on incident severity. The Customer determines the incident severity level.


    Incident severity is defined as:

    • Severity 1—Critical down: for example, production environment down: production system or production application down/at severe risk; data corruption/loss or risk; business severely affected; safety issues
    • Severity 2—Critically degraded: for example, production environment severely impaired; production system or production application interrupted/compromised; risk of reoccurrence; significant impact on business
    • Severity 3—Normal: for example, non-production system (e.g., test system) down or degraded; production system or production application degraded with workaround in place; non-critical functionality lost; limited impact on the business
    • Severity 4—Low: for example, no business or user impact

  • Ordering information

    All units and options with individually sold Support Services must be ordered with the same service level as the product they are contained in if that service level is available on those units.


    Availability of service features and service levels may vary according to local resources and may be restricted to eligible products and geographic locations. To obtain further information or to order HPE Collaborative Support Service, contact a local Hewlett Packard Enterprise sales representative and reference the following product numbers:


    HL936A for HPE Collaborative NBD Support


    HL937A for HPE Collaborative NBD wDMR Support


    HL938A for HPE Collaborative 4H 24x7 Support


    HL939A for HPE Collaborative 4H 24x7 wDMR Supp


    HL940A for HPE Collaborative 6H CTR Support


    HL941A for HPE Collaborative 6H CTR wDMR Supp


    Depending on the point of purchase and the requested service-level option, other product numbers may apply. Please consult a local Hewlett Packard Enterprise representative or Hewlett Packard Enterprise reseller regarding which product number will best meet your specific needs.


    Please note, the purchase of Hewlett Packard Enterprise software support is required in order to receive comprehensive software support and software updates on HPE software.

  • For more information

    For more information on Hewlett Packard Enterprise Support Services, contact any of our worldwide sales offices or visit the following website: www.hpe.com/services/support

© Copyright 2011, 2013, 2015 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.

This data sheet is governed by the Hewlett Packard Enterprise current standard sales terms, which include the supplemental data sheet, or, if applicable, the Customer’s purchase agreement with Hewlett Packard Enterprise.

4aa3-8232enw, November 2015, Rev. 2

関連情報