Coverage window

Service is available 24 hours a day, Monday through Sunday including HPE holidays.

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

Escalation management

HPE has established formal escalation procedures to facilitate the resolution of complex incidents. Local HPE management coordinates incident escalation, enlisting the skills of appropriate HPE resources to assist the Customer with problem solving. For selected third-party software products for which HPE is providing software support and update services, HPE follows the agreed-upon escalation processes established between HPE and the third-party vendor to assist with problem resolution.

HPE electronic remote support solution

For eligible products, the HPE 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. An HPE support specialist only uses the remote system access with the Customer’s authorization. The remote system access may enable the HPE support specialist to provide more efficient troubleshooting and faster problem resolution.

Access to electronic support information and services

As part of this service, HPE provides the Customer with access to certain commercially available electronic and web-based tools. The Customer has access to:

• Certain capabilities made available to registered users with linked entitlements, such as downloading selected HPE software patches, 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 prequalification process that routes the support or service request to the resource qualified to answer the question. It also allows the status of each support or service request submitted to be viewed, including cases submitted by telephone.
• HPE and third-party hosted knowledge databases for certain third-party products, where Customers can search for and retrieve product information, find answers to support questions, participate in support forums, and download software updates. This service may be limited by third-party access restrictions.
• The Software Updates and Licensing portal, which provides the Customer with electronic access to receive, proactively manages and plans for software product updates. Access to the portal is through the HPE NonStop eServices Portal.

Hardware

Remote problem diagnosis and support

Once the Customer has placed and HPE has acknowledged the receipt of a call as described in the “General provisions / other exclusions” section, HPE works during the coverage window to isolate the hardware incident and to remotely troubleshoot, remedy, and resolve the incident with the Customer. Prior to any on-site assistance, HPE may initiate and perform remote diagnostics using electronic remote support solution to access covered products, or HPE may use other means available to facilitate remote incident resolution.

HPE provides telephone assistance during the service coverage window for installation of Customer-installable firmware and Customer self-repair parts.

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 as an automated equipment reporting event via the HPE electronic remote support solution 24x7. HPE retains the right to determine the final resolution of reported incidents.

On-site hardware support

For hardware incidents that cannot, in HPE’s judgment, be resolved remotely, an HPE authorized representative provides on‑site technical support on covered hardware products to return them to operating condition. For certain products, 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.

Once an HPE authorized representative arrives at the Customer’s site, the representative continues to deliver the service, either on-site or remotely, at the discretion of HPE, until the products are repaired. Work may be temporarily suspended if parts or additional resources are required, but work resumes 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.

Fix on failure: Also, at the time of on-site technical support delivery, HPE may:

• Install available engineering improvements for covered hardware products to help the Customer facilitate 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 for covered hardware products, 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: Also, at the Customer’s request, HPE shall install during coverage hours critical firmware updates defined by HPE as non-Customer installable for covered hardware products. Critical firmware updates are firmware updates recommended by the HPE product division for immediate installation.

Notwithstanding anything to the contrary in this document or HPE current standard sales terms, HPE, for select enterprise storage arrays and enterprise tape products, covers and replaces defective or depleted batteries that are critical to the proper operation of the covered product.

Replacement parts and materials

HPE provides HPE supported replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available engineering improvements required by HPE to help assure supportability of the product. Replacement parts provided by HPE shall be new or functionally equivalent to new in performance. Replaced parts become the property of HPE. Customers who wish to retain, degauss, or otherwise physically destroy replaced parts will be billed and required to pay the list price for the replacement part.

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. The repair or replacement of any supplies or consumables is the responsibility of the Customer. Some exceptions may apply; contact HPE for more information. If a consumable part is eligible for coverage, as determined by HPE, call-to-repair time commitments and on-site response times do not apply to repair or replacement of the covered consumable part.

Maximum supported lifetime/maximum usage: 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, product QuickSpecs, or the technical product data sheet will not be provided, repaired, or replaced as part of this service.

4-hour on-site response

For incidents with covered hardware that cannot be resolved remotely, HPE uses commercially reasonable efforts to respond on-site within four hours. An HPE authorized representative arrives at the Customer’s site during the coverage window to begin hardware maintenance service within four hours of the call having been received and acknowledged by HPE. On-site 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 on-site response time ends when the HPE authorized representative arrives at the Customer’s site, or when the reported event is closed with the explanation that HPE has determined that no on-site intervention is required. 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. All response times are subject to local availability. Contact a local HPE sales office for detailed information on service availability.

Firmware updates for selected products

As HPE releases entitled firmware updates to HPE hardware products, these updates are only made available to Customers with an active agreement that entitles them to access these updates. As part of this service, Customers have the right to download, install, and use firmware updates for hardware products covered by this service, subject to all applicable license restrictions in HPE current standard sales terms. HPE verifies entitlement to updates by reasonable means (such as an access code or other identifier), and the Customer is responsible for using any such access tools in accordance with the terms of this data sheet and other applicable agreements with HPE. HPE may take additional reasonable steps, including audits, to verify the Customer’s adherence to the terms of their agreements with HPE, including this data sheet. For Customers with licenses to firmware-based software products (features implemented in firmware activated by the purchase of a separate software license product), the Customer must also have, if available, active HPE NonStop Support Plus 24 Service support coverage or an active HPE Software Support agreement on the firmware-based software products to receive, download, install, and use related firmware updates. HPE provides, installs, or assists the Customer with installation of firmware updates as previously described in this document only if the Customer has the license to use the related software updates for each system, socket, processor, processor core, or end-user software license as allowed by the original HPE or original manufacturer software license terms.

Defective media retention

For eligible products, the defective media retention 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.

Comprehensive defective material retention

In addition to defective media retention, the comprehensive defective material retention service feature option allows the Customer to retain additional components that have been designated by HPE 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 hpe.com/services/cdmr.

Software

Software support

Once a software problem is logged in, an HPE Solution Center engineer responds to the call within two hours. Calls received and answered outside the service coverage window will be logged the next day for which the Customer has a service coverage window (may vary by geographic location). HPE provides corrective support to resolve identifiable and Customer-reproducible software product problems. HPE also provides support to help the Customer identify problems that are difficult to reproduce. Also, the Customer receives assistance in troubleshooting problems and determining configuration parameters for supported configurations.

Access to technical resources

The Customer can access HPE technical resources via telephone, electronic communication, or fax (where locally available) for assistance in resolving software implementation or operations problems.

Software features and operational support

HPE provides information, as commercially available, on current product features, known problems, available solutions, and operational advice and assistance.

License to use software updates

The Customer receives the license to use software updates to HPE or HPE supported third-party software for each system, socket, processor, processor core, or end-user software license covered by this service, as allowed by the original HPE or original manufacturer software license terms, provided the Customer has rightfully acquired the original software license.

The license terms shall be as described in the HPE 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.

For certain third-party products, instead of purchasing an initial software product license, this service provides the Customer with the ability to download from a website, hosted by HPE or a third-party vendor, the current revision of the software and all software updates released during the support agreement period.

Software product and documentation updates

As HPE releases updates to HPE software, the latest revisions of the software and reference manuals are made available to the Customer. For selected third-party software, HPE provides software updates, as such updates are made available from the third party or HPE may provide instructions on how the Customer can obtain any software updates directly from the third party. A license key or access code, or instructions for obtaining a license key or access code, will also be provided to the Customer when required to download, install, or run the latest software revision.

For most HPE software and selected HPE supported third-party software, updates will be made available through the Software Updates and Licensing portal via the HPE NonStop eServices Portal. The Software Updates and Licensing portal provides the Customer with electronic access to receive and proactively manage software product and documentation updates.

For other HPE supported third-party software, the Customer may be required to download updates directly from the vendor’s website.

HPE recommended software and documentation updates method

For HPE or HPE supported third-party software and documentation updates, the recommended delivery method will be determined by HPE. The primary delivery method for software updates and documentation updates will be via download from the Software Updates and Licensing portal or a third-party hosted website.

Preventive maintenance

An HPE authorized representative visits the Customer’s site at regularly scheduled intervals. The Customer shall call HPE to request and schedule a preventive maintenance visit at the agreed-upon intervals.

During the visit, the HPE authorized representative, at their discretion, will determine the level of checking that will be performed for preventive maintenance services such as diagnostics, checking error logs on covered systems to find potential hardware problems, and, if necessary, addressing mechanical or electronic system complaints and cleaning or replacing worn or defective parts or maintenance items. The representative may also check for potential problems by inspecting cables and cable connections or visual status indicators of covered hardware, checking temperature and humidity levels and comparing them to vendors’ recommendations, and installing applicable engineering improvements and firmware updates as required, in the opinion of HPE, to maintain the hardware product. The representative may provide a final report on the hardware’s condition.

Preventive maintenance services will be delivered between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HPE holidays, regardless of the selected coverage window.

Availability and deliverables may vary by region.