The Customer will:

• Provide all required information promptly that supports delivery and ensure all information provided to Hewlett Packard Enterprise is complete, accurate, and up to date as per the agreed-upon schedule
• Give information about any specific known issues that exist in the Customer’s IT environment
• Coordinate with the HPE service specialist within 90 days of the date of purchase to schedule the delivery of the service
• Ensure that all service prerequisites as identified in the Service eligibility and Service limitations sections have been met
• Provide HPE with timely access to use its data collection tools during the scheduled delivery days
• Run remote meeting tools or accept the ones provided by HPE
• Assign a designated person from the Customer’s staff who, on behalf of the Customer, will grant all approvals, provide information, and otherwise be available to assist HPE in facilitating the delivery of this service during the scheduled delivery date
• Be responsible for all data backup and restore operations

• Customers acknowledge and agree 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.
• Services will be delivered either on-site or remotely, at HPE’s discretion, and will be delivered between the hours of 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding HPE holidays.
• HPE’s ability to deliver this service is dependent upon the Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of any information and data the Customer provides to HPE.
• The service is delivered as a single, uninterrupted event. Environments that require multiple engagements over a longer period are not included with this service and are available at additional cost.
• The HPE provided tools and technologies are solely for the use of HPE or authorized delivery partners in the delivery of the service. The Customer assumes no rights to, and may not independently operate, the HPE tools and technologies.
• Unless specified in this document or a separate SOW, activities such as, but not limited to, the following are excluded from this service:

  • Follow-up activities, including but not limited to, implementation of any recommendations. Services to implement recommendations are available in a separate HPE Pointnext Services engagement for an additional fee.
  • Installation or configuration of any hardware or software products.
  • Loading, management, migration, or manipulation of the Customer’s production data.
  • Operational testing of applications or troubleshooting of interconnectivity or compatibility, network compatibility, or other problems.

• HPE reserves the right to request a Customer SOW for any additional work over and above the service package pricing that may result from work required to address service prerequisites or other requirements that are not met by the Customer.
• HPE reserves the right to reprice this service if the Customer does not schedule and provide for subsequent delivery within 90 days of purchase.
• Any services provided outside of HPE standard business hours may be subject to additional charges. Travel charges are not included and may apply; consult the local HPE sales representative.
• Check with a local HPE authorized representative to find out whether a specific location is eligible for this service.
• Activities such as, but not limited to, the following are excluded from this service:

  • Any services not clearly specified in this document
  • Services that, in the opinion of HPE, are required due to unauthorized attempts by third-party personnel to install, repair, maintain, or modify hardware, firmware, or software

To obtain further information and to order this service, contact your HPE assigned account support manager (ASM) or your HPE sales representative.