HPE Complete Care Service Add-on service is designed to help Customers consistently meet their business objectives by providing:

• A cost-effective modular support solution tailored to Customers’ exact requirements and environment
• An assigned account team focused on Customer’s IT environment and business objectives that provides a single point of contact within HPE, helps to ensure that Customer’s relationship with HPE meets their expectations and verifies delivery of all service options as agreed upon
• Proactive issue identification and advice on mitigation of risks
• Access to HPE experts who can augment Customer’s capabilities, with the overall goal to help reduce risk, increase productivity, address peak workloads and emerging projects, and free up Customer time to focus on strategic business objectives
• Flexible reactive support options
• Priority access to HPE experts who are aware of the Customer’s environment and can help rapidly address any critical issues
• Flexible proactive support options, delivered by HPE specialists, who complement Customer’s capabilities and can free up Customers to focus on other priorities
• Advanced remote technologies and tools designed to reduce downtime and increase productivity

HPE Complete Care Service Add-on service is a fixed price offering available at the time of the Customer’s product purchase. The available add-ons are separately priced from the hardware and must be purchased on the same order with the hardware. When purchased with the hardware products, the products will receive the hardware support services coverage (either a 3-, 4-, or 5-year fixed term), based upon the option purchased.

The Customer must have an active HPE Complete Care Service SOW or HPE Complete Care Service — Starter Pack in place for the environment where the new products will reside for the Customer to be eligible to purchase any add-on offerings. In addition, the following restrictions and limitations apply to such add-ons as detailed later. The Customer must take into consideration these conditions and limitations when determining the length of support coverage for the HPE Complete Care Service Add-on purchases.

If the HPE Complete Care Service Add-on coverage term for any product ends before the term of the HPE Complete Care Service SOW or HPE Complete Care Service — Starter Pack, the Customer will be required to renew the products under HPE Complete Care Service so that such coverage is coterminous with the term of the HPE Complete Care Service SOW or HPE Complete Care Service — Starter Pack, as applicable. This is necessary to help ensure uninterrupted support and avoid any return to support charges. This may be accomplished through the HPE Complete Care Service true-up process or renewal. Contact an HPE representative or authorized HPE reseller for more information.

If any HPE Complete Care Service Add-on coverage terms extend past the term of the HPE Complete Care Service SOW or HPE Complete Care Service — Starter Pack, and the SOW or starter pack is not renewed under the HPE Complete Care Service coverage prior to expiration, then the HPE Complete Care Service proactive features provided with the add-on purchase as described in Table 1 will no longer extend to such products and will cease upon termination of the SOW or starter pack. At such time, the Customer will only receive the reactive product support coverage purchased through the HPE Complete Care Service Add-on coverage term. No refunds will be provided for the reduced service features as a result of nonrenewal of the SOW or starter pack.

To be eligible for HPE Complete Care Service Add-on service, the Customer must have an existing HPE Complete Care Service agreement with HPE or an authorized HPE reseller as noted under Service Limitations.

Check the Customer responsibilities listed in the underlying SOW or if purchasing with HPE Complete Care Service — Starter Pack, refer to the Customer responsibilities section of the HPE Complete Care Service data sheet, which is incorporated herein by reference.

Check the general provisions listed in the underlying SOW or if purchasing with HPE Complete Care Service — Starter Pack, refer to the General provisions section of the HPE Complete Care Service data sheet, which is incorporated herein by reference.

The Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services unless otherwise specified as part of a service feature description.

Local availability: The Customer may order support from HPE current support offerings. Some offerings, features, and coverage (and related products) may not be available in all countries or areas.

Note: HPE Complete Care Service support differences for HPE Alletra 6000/5000 and HPE GreenLake for Block Storage MP/HPE GreenLake for File Storage MP products are detailed in the HPE Complete Care Service data sheet addendum for select HPE Storage products

To obtain further information or to order HPE Complete Care Service Add-on service, contact an HPE representative or authorized HPE reseller and reference the following product numbers: