HPE OEM Parts Logistics Service
HPE Support Services
Service overview
HPE OEM Parts Logistics service enables HPE OEM Partners to better serve their end Customers by providing unique part logistics and HPE quality back-end support. HPE technical resources assist HPE OEM Partners with remote troubleshooting, as needed, and help ensure that a part is dispatched and in their hands within four hours. The service is only available to qualifying HPE OEM Partners as determined by Hewlett Packard Enterprise.
The service, as described in this data sheet, is only available if HPE OEM Partners have entered an addendum outlining additional requirements for their authorization to receive the service and is not available for purchase separately. Any defined terms in this data sheet will have the meaning ascribed to them in the mutually agreed addendum.
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- Access to HPE OEM technical support line 24x7 for remote troubleshooting assistance
- Offers advanced parts exchange, providing eligible HPE replacement parts to be in hand before the return of the defective part
- Provides spares inventory stocked closer to HPE OEM Partner’s end-user locations through our forward stocking locations (FSLs)
Table 1. Service features
| Feature | Delivery specifications |
|---|---|
| General information | The details of the HPE OEM Parts Logistics Service specifications are outlined here. These services are subject to authorized approval by HPE Services. |
| Delivery methods | HPE determines the appropriate delivery method required to meet the service delivery times outlined in Table 3. When required, and at HPE’s discretion, parts may be delivered via courier or other means. |
| Remote diagnostic support | The coverage window for remote diagnosis support is 24x7, including HPE holidays and weekends. All support services under HPE OEM Parts Logistics Service will be provided remotely by HPE. When supporting an issue specific to the eligible HPE hardware product as identified in the Coverage section, the HPE OEM Partner engages the HPE OEM technical support line, and HPE works to provide remote diagnostic support as needed. HPE remote diagnostic support specific to the HPE hardware product is as follows:
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| Advanced parts exchange | Advanced parts exchange ordering is available 24x7, including HPE holidays and weekends. The service uses the HPE network of designated FSLs to provide HPE replacement parts for eligible HPE hardware products as set forth in the following. Delivery of replacement parts depends on the proximity of the delivery location to the HPE designated FSL, as described in Table 3. Once the HPE OEM Partner engages with HPE, and the need for an HPE replacement part is identified, HPE provides the replacement part as follows:
Incident severity levels are defined in the Service limitations and general provisions section. Replacement parts shall be shipped in advance of the defective part return and HPE’s receipt of the part being replaced. Replaced parts become the property of HPE. When HPE ships the replacement part, it includes the return label for HPE OEM Partner to return the defective part, unless the optional defective media retention (DMR) or comprehensive defective material retention (CDMR) services has been purchased. See Table 2 for additional details. HPE assumes all risk of loss or damage to replacement parts in transit to HPE OEM Partner. The Partner assumes all risk of loss of parts returned to HPE unless otherwise stated in HPE OEM agreement. HPE pays the cost of shipping replacement parts to and from the HPE OEM Partner’s location within the country of purchase. For hardware products under coverage, HPE exchanges defective parts for working replacement parts, which shall be new or functionally equivalent to new in performance. Replaced parts will be at the current revision level available within the HPE inventory. Replacement parts provided by the service will exclude parts deemed consumables during the lifecycle of HPE servers, such as, but not limited to, cords and cables. |
| Access to electronic support information and services | As part of the service, HPE provides the HPE OEM Partner access to certain commercially available electronic and web-based tools. HPE OEM Partner has access to:
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| Feature | Delivery specifications |
|---|---|
| Defective media retention | For eligible products, the DMR service feature option allows the retention of defective hard disk or eligible SSD/flash drive components that the HPE OEM Partner or their end Customer does not want to relinquish due to sensitive data contained within the disk (disk or SSD/flash drive) covered under the service. All disk or eligible SSD/flash drives on a covered system must participate in the DMR. |
| Comprehensive defective material retention | In addition to DMR, the CDMR service feature choice allows the retention of additional components HPE has designated as having data retentive capabilities, such as memory modules. All eligible data retentive components on a covered system must participate in the CDMR. The components that can be retained under this service feature are outlined in the document located at hpe.com/services/cdmr. |
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Replacement part delivery times will be subject to the delivery zones and times, as shown in Table 3.
The replacement part delivery within four hours is available for sites located within 50 miles (80 km) of an HPE designated FSL.
For sites within 51 miles to 100 miles (81 km to 160 km) of an HPE designated FSL, an adjusted replacement part delivery time applies, as shown in the following table.
The 4-hour replacement part delivery window is unavailable for sites located more than 100 miles (160 km) from an HPE designated FSL. Additional delivery time and/or charges may apply to delivery of a part outside HPE travel zones.
Table 3. Replacement part delivery zones
| Distance from HPE designated FSL | HPE OEM Parts Logistics delivery time (for Severity 1 issues) |
|---|---|
| 0 miles–50 miles (0 km–80 km) | 4 hours |
| 51 miles–100 miles (81 km–160 km) | 6 hours |
| More than 100 miles (160+ km) | Next business day or as soon as reasonably possible |
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HPE acknowledges a case by responding with an HPE case ID once received over the phone or via electronic means. The case ID is to be used for all correspondence. HPE and HPE OEM Partner will collaboratively identify the severity level based on the server’s status and business impact.
Incident severity levels are defined as follows:
- Severity 1 — Critical or severe business impact: For example, production environment down; production system or production application down/at severe risk; data corruption/loss or risk; business severely affected; safety and security issues
- Severity 2 — Limited business impact or business risk: For example, critical nonproduction environment or system issue; production environment available but some functions limited or degraded; severely restricted use
- Severity 3 — No business impact: For example, nonproduction system (such as test system) or noncritical issue; work-around in-place installations
HPE OEM Partner acknowledges and agrees that HPE may use resources outside the country of purchase to deliver these services unless otherwise specified as part of a service feature description.
HPE retains the right to determine the final resolution of all service requests.
HPE reserves the right to determine the partner’s ongoing eligibility for the service. Ongoing eligibility includes but is not limited to, the HPE OEM Partner’s ability to accurately diagnose hardware issues as indicated by standard HPE service metrics.
OEM eligibility: HPE OEM Partners must be qualified to provide on-site service on the HPE products that are part of their OEM solutions. HPE OEM Partners must remain up to date with service training throughout the lifecycle of the products.
Replacement eligibility: The provision of any replacement parts by HPE is solely for OEM providing OEM’s support-related repairs to its end users. HPE is under no obligation to provide replacement parts for claims resulting from:
- Improper use, site preparation, or site or environmental conditions or other noncompliance with product operating manual and/or specifications
- Modifications or improper system maintenance or calibration
- Failure or functional limitations of any third-party software or product impacting HPE products
- Malware (for example, virus, worm, and such) not introduced by HPE; or abuse, negligence, accident, fire or water damage, electrical disturbances, transportation by Customer, or other causes beyond HPE’s control
Activities such as, but not limited to, the following are excluded from this service:
- On-site support
- Services required due to failure of HPE OEM Partner or HPE OEM Partner’s end user to incorporate any system fix, repair, patch, firmware update, or modification provided to HPE OEM Partner by HPE
- 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 and/or are required due to improper treatment or use of the products or equipment
- Services required due to causes external to the product under coverage and/or failure of HPE OEM Partner to take avoidance action previously advised by HPE
- Services on individual hardware products that cannot, in the opinion of HPE, be properly repaired due to excessive wear or deterioration
- Operational testing of applications or additional tests requested or required by HPE OEM Partner
- Backup and recovery of the operating system, other software, and data
- Installation of any firmware
- Troubleshooting for interconnectivity or compatibility problems
- Support for network-related problems, operating system, or software
- Repair or replacement of supplies and consumable parts
- Replacement of parts and components that have reached their maximum supported lifetime and/or the maximum usage limit as set forth in the manufacturer’s operating manual and product QuickSpecs. See Coverage section for more information.
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For HPE ProLiant servers, the purchase of the service on the main server product covers certain HPE hardware options not designated by HPE as requiring separate coverage that are qualified for the server, are internal to the server, as well as HPE supported and supplied tower UPS products.
For HPE ProLiant servers installed within a rack, the purchase of the service also covers HPE qualified rack options not designated by HPE as requiring separate coverage. Coverage includes HPE supported and supplied UPS products not exceeding 12 kVA, KVM switch, console, and PDU installed within the same rack. The UPS battery is covered separately under its own warranty terms and conditions, limited to the term of the applicable warranty period. For a complete list of the HPE ProLiant and options that require separate service coverage, visit hpe.com/psnow/doc/a00108652enw?jumpid=in_lit-psnow-red.
Supplies and consumable parts, including but not limited to, removable media, maintenance kits, other supplies, and user maintenance, are not supported and will not be provided as part of the service. Standard warranty terms and conditions apply to supplies and consumable parts. The repair or replacing any supplies or consumables is the responsibility of the HPE OEM Partner. Some exceptions may apply; contact HPE for more information. If a consumable part is eligible for replacement by HPE, a 4-hour replacement part delivery time will not apply.
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When replacement parts are shipped to resolve a case, the HPE OEM Partner is responsible for returning the defective part within 30 days after the replacement part is received. If HPE does not receive the defective part within the designated time or if the part is degaussed or otherwise physically damaged upon receipt, HPE OEM Partner will be required to pay the HPE list price for the defective part, as determined by HPE.
HPE OEM Partner is responsible for ensuring that all data is removed and properly sanitized from products that may be replaced and returned to HPE as part of the repair process. For more information on HPE OEM Partner responsibilities, including those outlined in the HPE Media Sanitization Policy and Media Handling Policy for healthcare Customers, go to hpe.com/mediahandling.
An upgrade path may be required for replacement parts and components that are discontinued. Upgrades for discontinued parts or components may sometimes result in additional charges to HPE OEM Partner. HPE works with HPE OEM Partner to recommend a replacement. Not all components will have available replacements in all countries due to local support capabilities.
HPE OEM Partner is responsible for installing, in a timely manner, critical Customer-installable firmware updates, as well as replacement products delivered to HPE OEM Partner.
HPE OEM Partner agrees to pay additional charges if HPE OEM Partner requests that HPE install parts or Customer-installable firmware. Any additional charges to HPE OEM Partner will be on a time-and-materials basis.
The 4-hour replacement part delivery window will not take effect until 30 days after receipt of an acceptable order from HPE OEM Partner for the service. Until the 4-hour replacement part delivery window is operational, the replacement parts will be delivered next business day.
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The DMR and CDMR service feature options apply only to eligible data-retentive components replaced by HPE due to malfunction. They do not apply to any exchange of data retentive components that have not failed.
Data retentive components that HPE specifies as consumable parts and/or have reached 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 covered by the service.
DMR service and CDMR service coverage for options designated by HPE as requiring separate coverage, if available, must be configured and purchased separately.
Failure rates on these components are constantly monitored, and HPE reserves the right to cancel the service with thirty (30) days’ notice if HPE reasonably believes that HPE OEM Partner is overusing the DMR or CDMR service feature option (such as when replacement of defective data-retentive components materially exceeds the standard failure rates for the system involved).
If HPE OEM Partners choose to retain replaced parts covered under the DMR and/or CDMR service feature options, it is their responsibility to:
- Retain covered data-retentive components that are replaced during support delivery by HPE
- Ensure that any sensitive data on the retained component is destroyed or remains secure
- Communicate to HPE the identification information, such as the serial number for each drive or component retained and, upon the HPE request, implement a document provided by HPE acknowledging the retention of the data-retentive component
- Destroy the retained data-retentive component and/or ensure that it is not put into use again
- Dispose of all retained data-retentive components in compliance with applicable environmental laws and regulations
For data-retentive components supplied by HPE to HPE OEM Partner as loaned, rented, or leased products, HPE OEM Partner will promptly return the replacement components at the expiration or termination of support with HPE.
HPE OEM Partner will be solely responsible for removing all sensitive data before returning any loaned, rented, or leased components or products to HPE.
HPE shall not be responsible for maintaining the confidentiality or privacy of sensitive data on such components.
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HPE OEM Partner must purchase the service on a per-server basis for its authorized use in providing support.
Availability of service features and service levels may vary according to local resources and may be restricted to eligible products and geographic locations.
When ordering DMR or CDMR packages:
- The DMR service levels will be preconfigured with DMR features included.
- The CDMR service levels will be preconfigured with both DMR and CDMR features included.
To obtain further information, contact a local HPE sales representative.
© Copyright 2023 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.
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