• Reduce unplanned disruption to your IT environment
• Helps reduce planned and unplanned downtime when performing updates to Serviceguard
• Enable your IT resources to stay focused on core tasks and priorities

• Planning and preparation for implementation
• Remote implementation of the HPE Serviceguard for SAP Extension Updates

Table 1. Service features

This service is available on regular HPE Workdays (excluding weekend days and HPE holidays) during country‑specific HPE standard business hours. After‑hours delivery is available upon request.

When this service is delivered as part of the HPE Lifecycle Services Suite for SAP HANA, after‑hours charges are not applicable. When this service is purchased with CS500/CS900 solutions, after‑hours charges will be applied. Refer to the Service limitations section for after‑hours details.

The Customer will:

• Assign a designated person to participate in the service planning meeting and follow‑on service activity.
• Perform all identified Customer responsibilities in a timely manner.
• Ensure that a designated person is assigned and who, on behalf of the Customer, will grant all approvals, provide information, and confirm that the hardware, firmware, and software needed to deliver this service are available. They will also make sure that software products are properly licensed and otherwise be available to assist HPE in facilitating the delivery of this service. For non‑HPE branded software, you must have in place the necessary agreements with HPE and/or the third‑party vendor to receive upgrades and/or patches for the software.
• The designated person will be:

  • Responsible for all the Customer aspects of the assigned work efforts
  • Authorized to make all decisions relative to the project, including identification and assignment of Customer resources
  • Available and able to interface with the HPE assigned resources on day‑to‑day issues throughout the project
  • Authorized to sign status reports and approve project changes
  • Able to coordinate all work efforts and meeting schedules
• Provide suitable virtual private network (VPN) or other suitable connectivity as required for the delivery of remotely delivered services.
• Provide HPE with the necessary access to Customer building facilities and computer room facilities, as well as access credentials for logging into all servers, databases, and services for the service planning, as applicable.
• Provide a suitable work area for delivery of the service, including access to an outside telephone line, power, and any network connections required.
• At the discretion of HPE, install remote connectivity tools and proprietary software service tools.
• Allow HPE full and unrestricted network access to the location where the service is to be performed on‑site.
• Ensure that all service prerequisites have been met.
• Advise HPE of any special security, health, and safety matters applicable to the Customer site where the service is to be provided.
• Provide to HPE, on request, any information that HPE may reasonably request about the execution of the service.
• Coordinate all required internal/third‑party participation and cooperation.
• Assign or make available experienced subject matter and technical experts, upon request or as needed.
• Purchase or provide all hardware, software, licenses, staff, current maintenance contracts, and environments necessary for HPE to deliver the service.
• Ensure that all information provided by the Customer is complete, accurate, and up to date.
• Perform other reasonable activities to help HPE identify, implement, or resolve problems, as requested by HPE.
• Ensure system availability at a mutually agreed upon time. If system availability delays exceed 120 minutes from the agreed upon time, service delivery may be cancelled and rescheduled by HPE.
• Provide contact information, including email address details, for delivery of service materials.
• Be responsible for all SAP HANA database activities as requested by HPE including: startup and shutdown, backup and restore operations, fail‑over and fail‑back testing, replication validation, and SAP HANA database operational testing of applications.
• Be responsible for the re‑installation of third‑party software removed during the delivery of this service.

• This service is limited to the SGeSAP updates described herein for one (1) eligible Serviceguard Cluster. A cluster is defined as of a pair of Solutions for SAP HANA and a quorum server.
• HPE delivers the service remotely at a mutually scheduled time window convenient to your organization between Monday 8:00 a.m. and Friday 5:00 p.m. local time, excluding HPE holidays. Local time is defined as the location time of the physical location of the system.
• The Lifecycle service listed above is not available for delivery during the HPE shutdown the last 2 weeks of December.
• This service does not cover scale‑out configurations. See the Service eligibility section for details.
• All HPE activities including documents and reviews are delivered in English.
• Activities such as, but not limited to, the following are excluded from this service:

  • Installation or configuration of any hardware or software products except as described earlier
  • Loading, management, migration, or manipulation of your production data
  • Operational testing of applications and/or the SAP HANA database
  • This service does not include updates or installation of any remote tools present (such as HPE Systems Insight Manager, HPE Insight Remote Support, and HPE 3PAR Service Tools)
  • Stretched Metroclusters/Serviceguard Clusters containing scale‑out configurations are not eligible for this service. Custom update services for the Serviceguard Extension for SAP are available for custom quotation

You are eligible for the delivery of this service if you meet the following prerequisites:

• The HPE Serviceguard Update Service for SAP HANA is available on CS500 and CS900 appliances with a valid support contract as referenced in the HPE Lifecycle Services for SAP HANA Supported Products List.
• The HPE Serviceguard Update Service for SAP HANA is available on eligible HPE Predefined Configurations with a valid support contract as referenced in the HPE COE Service for SAP HANA or the HPE Complete Care COE Service for SAP HANA data sheets.
• Only SLES for SAP (SLES) or RHEL for SAP Solutions (RHEL) operating systems are eligible for this service.
• For all software, including non‑HPE branded software SLES for SAP or RHEL for SAP Solutions operating systems, HPE Serviceguard, you must have:

  • Rightfully acquired the license or subscription as well as the updates to be implemented and be properly licensed to use the software that includes the provision for operating system and the updates
  • Retain and provide to HPE upon request, evidence that the license or subscription was purchased
  • Have a valid HPE support contract and provide a valid service agreement ID (SAID) for the HPE Solutions for SAP HANA that will receive this service
• HPE Solutions for SAP HANA that have been modified and/or customized into unsupportable configurations are not eligible for this service.
• Customers must be running or allow HPE to run the appropriate HPE tools to enable the upgrades.
• Serviceguard for SAP Extension must be previously installed and operational prior to delivery of this service.
• For the Serviceguard Quorum server to be covered by this service, the Quorum server must be installed and part of the HPE Solutions for SAP HANA.
• This service is not available on virtualized HPE for SAP HANA environments. In addition, to be covered by this service, the quorum server may not be virtualized.

• Any documentation provided as part of the service will be provided electronically in Microsoft Office and/or Adobe Acrobat formats.
• HPE resource time is dependent upon the Customer’s compliance with required prerequisites and participation.
• Hewlett Packard Enterprise reserves the right to charge, on a time and materials basis, 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’s ability to deliver the services is dependent upon Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of information and data the Customer provides to HPE.
• To the extent HPE process personal data on the Customer’s behalf in the course of providing services, the HPE Data Privacy and Security Agreement Schedule — HPE Support and Professional Services found at hpe.com/us/en/legal/customer-privacy.html shall apply.
• Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services.
• Activities such as, but not limited to, the following are excluded from this service:

  • Service deployment on hardware not covered by an HPE warranty or service maintenance contract
  • Service deployment on hardware covered by a third‑party maintenance contract
  • Services that, in the opinion of HPE, are required due to unauthorized attempts by non‑HPE personnel to install, repair, maintain, or modify hardware, firmware, or software
  • Service required due to causes external to the HPE maintained hardware or software
• When this service is purchased with credits/SKUs, HPE reserves the right to reprice for services not scheduled and delivered within 180 days. Backorders or shipment delays may affect the delivery timeline. Orders for services will expire after 365 days (1 year) from the order acceptance date for services not scheduled and delivered and Customer will not be entitled to a refund for the unused services.

For CS500 and CS900 appliances, ordering and eligibility information for this service are listed in the HPE Lifecycle Services for SAP HANA Supported Products List available at hpe.com/psnow/doc/a50000884enw?from=app&section=search&isFutureVersion=true

For eligible Predefined Configurations with the HPE Lifecycle Services Suite for SAP HANA, consult the HPE COE service for SAP HANA data sheet or the HPE Complete Care COE Service for SAP HANA data sheet.

For assistance with HPE Service Credits if applicable, contact your Hewlett Packard Enterprise Sales representative for details.

This service is a remotely delivered service. For an on‑site delivery option for this service, a custom quoted service may be available by contacting your Hewlett Packard Enterprise Sales representative for details.