HPE Service Credits for NonStop are designed to:

• Provide flexible prepaid access to a range of predefined and custom-scope technical services to help the Customer better meet IT operational, performance, capacity, and project objectives
• Engage HPE NonStop technical expertise to help complement in-house IT team, providing infrequently required skills or extra resources to handle peak demands
• Allows greater ability for Customers’ IT resources to stay focused on their core tasks and priorities
• Help achieve improved uptime, performance, and business benefits from the existing IT investments
• Help simplify and strengthen IT operational procedures using HPE NonStop best practices
• HPE Service Credits for NonStop are sold in 10 or 30 credit packs with terms of 1 year
• Customer’s assigned HPE Account Support Manager (ASM) will advise the Customer and assist with service selection; the HPE ASM will be available during HPE local business days and hours, excluding HPE holidays

• HPE ASM
• HPE Service Credits for NonStop

Table 1. Service features

These services are not eligible for delivery through HPE Service Credits redemption include, but are not limited to, the following:

• HPE NonStop Customers without an assigned ASM. HPE Service Credits for NonStop are available for purchase to Customers with active HPE NonStop Proactive 24, HPE NonStop Critical Service, or HPE Complete Care Service agreements.
• Services on hardware and/or software not covered by an active HPE Support agreement.
• Services on software products not covered by an active HPE license.
• 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.
• HPE NonStop Installation and Startup services are not eligible for redemption using HPE Service Credits.
• HPE Relocation Services are not eligible for redemption using HPE Service Credits.
• 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.

In addition to any other Customer responsibilities as set forth in the applicable service data sheet or SOW, the Customer must:

• At the time of redeeming HPE Service Credits, provide name, email address, and telephone contact information of the primary Customer contact who will be using the service
• Provide to Hewlett Packard Enterprise, on request, all original software licenses, license agreements, license keys, and subscription service registration information
• Grant HPE timely, unrestricted access to the Customer’s systems and facilities as required for delivery of the service
• Assign a designated person from the Customer’s staff who, on behalf of the Customer, will grant all approvals; provide information; ensure that all hardware, firmware, and software that the HPE service specialist will need to deliver this service are available and that software products are properly licensed; and otherwise, be available to assist HPE in facilitating the delivery of this service
• Provide a suitable work area for delivery of on-site service, including access to an outside telephone line, power, and any network connections required
• Ensure that all prerequisites for all Customer-selected activities have been met and that any other Customer responsibilities and/or requirements required for completion of the selected service have been fulfilled
• Provide remote access and all necessary information to enable efficient completion of analytical activities
• Be responsible for all backup and restore operations

• Service delivery is available during local HPE standard business days and hours, excluding HPE holidays.
• The Customer may request service delivery outside of HPE standard business days and hours. If such delivery is available, an out-of-hours premium will apply to the rates shown in the HPE Service Credits for NonStop menu, subject to HPE approval.
• HPE will provide the service either remotely or on-site, at the discretion of 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.
• Certain service activities use diagnostic tools that utilize secure data transport to HPE to analyze and generate reports. If the service selected requires remote data collection, the Customer will allow HPE remote access.
• HPE reserves the right to charge, on a time-and-materials basis, or to consume additional credits as needed to address service prerequisites or service issues not covered by the selected service. Or to address other requirements not met by the Customer at the time of delivery.