HPE Complete Care Service — Spares Management Service
HPE Contractual Support Services
Service overview
This data sheet addendum to the HPE Complete Care Service data sheet describes the HPE Complete Care Service — Spares Management Service solution block, which is an optional extension of HPE Complete Care Service.
Under HPE Complete Care Service, a mutually agreed-upon and implemented statement of work (SOW) details the precise combination of the supported products, along with the reactive and proactive features provided. This can include the HPE Complete Care Service — Spares Management Service features described in this data sheet and any Customer requirements as agreed to in the Spares Management solution block SOW addendum. If this solution block is purchased, this data sheet addendum will be attached and incorporated into the mutually agreed HPE Complete Care Service SOW.
The HPE Complete Care Service — Spares Management Service solution block is designed to address a common IT challenge of data centers: faster access to spare parts, where and when you need them.
The service facilitates on-demand access to genuine HPE spare parts inventory, stored securely in a mutually agreed, specified location to support the operation and maintenance of your installed HPE products. Hewlett Packard Enterprise offers on-site storage solutions that are integrated with HPE systems and designed to help automate spares inventory management, including automated spares replenishment in accordance with the underlying factory warranty or contractual support agreement.
This service includes access to a web-based spares inventory management portal that provides real-time visibility to the on-site spare parts inventory statistics, as well as simplified options for ordering and returning HPE spare parts, helping you complete fast and efficient repairs and maintenance.
The service offers detailed inventory reporting customized to your specifications, delivered by your HPE Complete Care Service account support manager or service advisor quarterly or as documented in the account support plan. Additionally, you can consult with an assigned supply chain engineer who is aware of your environment and can help fine-tune the service to meet your business needs.
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- Helps minimize system downtime and facilitates expedited repairs with 24x7 access to critical spare parts
- Provides on-site spare parts inventory that can be tailored to help meet the specific operational needs of your data center
- Intends to help reduce the need for support calls and administration tasks for parts and return transactions
- Is designed to help save time with automated spare part replenishment and a simplified parts return process
- Maintains control with real-time visibility to spares inventory status and activity from your smartphone
- Can help to alleviate the need to purchase costly safety stock or pay parts expediting or rush fees
- Offers greater ability to schedule and manage break-fix repairs on your timeline
- Provides recommendations from HPE supply chain experts whose guidance is designed to help optimize the performance of the on-site inventory management solution
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- Service planning and initial stock of HPE-owned spares inventory
- Custom on-site inventory management solution provided by HPE
- HPE SmartBox that is battery operated and can be custom configured for indoor and outdoor use within your site
- HPE Spares Management Service (SMS) web portal access
- HPE SMS training
- Real-time inventory management event capture
- Spare parts replenishment
- Custom performance reports
- Dedicated supply chain account manager
- HPE Complete Care Service account support manager / service advisor oversight
Table 1. Service features
| Feature | Delivery specifications |
|---|---|
| Service planning and HPE-owned spare parts inventory | HPE will work remotely with the Customer (or designated members of Customer’s team), during HPE local business hours, to identify service prerequisites and any actions required by the Customer to meet them. HPE will determine an initial inventory of HPE-owned spare parts based on the documented product list and target stock inventory levels as detailed in the mutually agreed SOW. HPE will ship the initial spare parts inventory to the Customer for placement and scanning into the installed on-site management solution. All spare parts inventory will remain the property of HPE. |
| On-site inventory management solution | HPE will provide an on-site inventory management solution that is used to store and help manage the spare parts inventory at the Customer stocking location identified in the SOW. The Customer can choose between the following on-site management solutions:
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| HPE SMS web portal | As part of this service, HPE will configure and set up the HPE SMS web portal at the Customer’s site and provide Customer’s authorized users with access to the portal. In the HPE SMS portal, Customers can view detailed information about the spare parts inventory, including part descriptions, spare part quantities on hand, and a view of all spare part transactions. The Customer is responsible for recording all inventory transactions using the provided spare parts management tool. Some inventory transactions can be automated with the use of an HPE SmartBox. |
| Service training | HPE will provide a knowledgeable resource, either remotely or on-site, as requested by the Customer, to train the Customer and the Customer’s authorized users on the HPE SMS inventory management service. HPE will provide basic instructions and information on the features and utilization of the HPE SmartBox or HPE Smart Store, the HPE SMS web portal, and any spares management tools. |
| Real-time inventory management capabilities | HPE will work with designated members of the Customer’s team to document the process for ordering, retrieving, replenishing, and replacing spare parts inventory in a manner agreed upon between Customer and HPE in the mutually agreed Spares Management SOW. When a spare part is required for repair or maintenance as per the valid HPE warranty or support contract, the Customer provides HPE with the required information on the incident, including, but not limited to, the model and serial number of the supported product and the needed part. The Customer can place a request in the web portal for the spare part needed and retrieve the part from the on-site stocking location. Once the part has been scanned out of its stocking location, a replenishment order is generated, and a replenishment part will be shipped to the Customer stocking location to refill the consumed part stocking level. All inventory transactions are captured through barcodes as real-time events and can be viewed by the Customer in the HPE SMS web portal. Customers can access the on-site inventory status on the web portal 24 hours per day, 365 days per year. Stock levels will be continually monitored by HPE to help meet the agreed-upon target stock level and enable automated replenishment of spare inventory. |
| Spare parts replenishment | HPE is responsible for the replenishment of the spare parts once consumed for a break-fix event or scheduled maintenance as covered by the Customer’s valid HPE warranty or support service contract. When spare part consumption has been recorded in the HPE SMS web portal, a replenishment order for the spare part is automatically generated to HPE. HPE will ship the replenishment spare part according to the hardware support entitlement on the equipment and as documented in the mutually agreed Spares Management SOW. Unless otherwise agreed to in writing, HPE uses commercially reasonable efforts to deliver the replacement spare parts within two to three business days during standard local HPE business working hours and days, excluding holidays and subject to availability. An HPE-authorized courier will place the spare part into the delivery door of the HPE SmartBox that includes collect and return capabilities. For all other HPE SmartBox or HPE Smart Store on-site inventory management solutions, the spare part will be delivered to the Customer’s on-site receiving location of the record. Once the spare part is delivered, the Customer is responsible for scanning and placing the part into the agreed designated stocking location. The inventory stock level for the spare part is automatically incremented in the system, and the replenishment part will be ready for the next repair. |
| Custom performance reports | HPE will provide an HPE SMS performance dashboard, which will supply detailed reporting on spares consumption, history, returns, and receipts. Reports will include:
As part of this service, HPE will work with the Customer to customize their performance dashboard with additional data such as KPIs, graphs, inventory snapshots, and performance trends, as available. HPE will generate and electronically deliver reports to the Customer according to the agreed-upon method and cadence as documented in the account support plan or Spares Management SOW. At any time, Customers may access the HPE SMS web portal to view a spare part inventory dashboard that includes current spare part on-hand stocking levels, spare part demand and usage, and HPE SmartBox or HPE Smart Store scanned activity. |
| Dedicated supply chain account manager | As part of this service, HPE will dedicate a remote supply chain account manager to help support the Customer’s parts management process. The supply chain account manager will be aware of the Customer’s environment and have an understanding of the Customer’s parts usage history and requirements. The supply chain account manager will perform an ongoing review of the Customer’s on-site stock performance and may make recommendations for changes based on demand. The supply chain account manager will be aligned with the Customer’s HPE Complete Care Service account service manager or service advisor to engage with the Customer for issues and questions related to the HPE SMS tool, spares inventory, and associated processes. |
| HPE Complete Care Service account support manager / service advisor oversight | As part of this service, the assigned HPE Complete Care Service account support manager or service advisor will provide oversight of the deployment and performance of this service. The account service manager or service advisor will be the point of contact for any issues or questions related to the service. The account service manager or service advisor will deliver service performance reviews to the Customer on a regular cadence as agreed between Customer and HPE. These reviews also provide an opportunity to discuss trends, any current or planned changes to the Customer’s IT environment or business, and any impact on spare part inventory requirements. |
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As part of this service, the Customer will:
- Provide a secure location with access controls for storage of HPE-owned spares inventory for the HPE SmartBox or HPE Smart Store. Customer is responsible for any loss or damage to the HPE SmartBox, wedge scanner, and HPE-owned spare parts stored at the Customer’s site under this service.
- Provide a named resource to manage the secure inventory location and to perform inventory control and administrative tasks, including receipt of spare inventory replenishments, annual physical counts, and coordination with an HPE account manager to reconcile inventory.
- Ensure that all service prerequisites identified during the service planning activity have been met.
- If a spare part is requested and consumed by the Customer, the Customer must return the defective or replaced part to HPE as required under the Customer’s warranty and/or support contract. For any part not returned within the specified time period, the Customer will be billed for the replacement part at full country list price.
- The Customer’s named resource may be required to perform additional weekly or monthly counts, which are separate from the annual physical inventory count process. If required, the extent of these activities will be documented in the agreed-upon SOW.
- The Customer’s named resource will receive the physical inventory count documentation from the HPE program management office and must confirm the accuracy of the inventory. In the event that HPE discovers, during the reconciliation process with the named Customer resource, that a defective spare part has not been returned to HPE as required under the Customer’s warranty and/or support contract, or if there is a spare part discrepancy, then HPE shall notify the Customer to reconcile the issue. Upon notification, the Customer will be given 14 calendar days to reconcile the issue. If there is no action taken by the Customer to reconcile the issue after 14 calendar days, HPE shall restock the affected spare part and Customer will be billed for the replacement part at full country list price.
- Certain data retentive parts may be eligible for retention by the Customer provided the Customer purchases Defective Media Retention and/or Comprehensive Defective Material Retention service feature options from HPE under the related product support agreement with HPE. Contact an HPE sales representative for more details, including service eligibility.
- Spare parts provided may be whole unit replacements or be new or functionally equivalent to new in performance and reliability and warranted as new, as determined by HPE. Replaced parts become the property of HPE.
- The Customer is responsible for the security of the Customer’s proprietary and confidential information. Customer is responsible for properly sanitizing or removing data from replacement parts returned to HPE to ensure the safeguarding of the data. For more information on your responsibilities, go to hpe.com/mediahandling.
- Customer will allow HPE’s authorized courier access to the HPE SmartBox or the HPE Smart Store for parts delivery.
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- Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services unless otherwise specified in the HPE Complete Care Service SOW.
- Documents and reviews are delivered in English.
- This service does not provide spare part support for third-party products that may be included in the HPE solution unless otherwise agreed to in the SOW.
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- Spare parts eligible for this service are limited to parts provided for products that are under an active HPE Complete Care Service SOW with a valid HPE warranty or support agreement that includes the provision of HPE-supported spare parts under the respective warranty or support service coverage with HPE.
- The Customer must purchase HPE Complete Care Service as a service prerequisite.
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- HPE’s ability to deploy and maintain this service is dependent upon the Customer’s full and timely cooperation, as well as the accuracy and completeness of any information and data the Customer provides to HPE.
- Services are provided during HPE standard local business hours and days, excluding HPE holidays.
- Travel charges may apply in some geographic locations. Contact a local HPE representative for details.
© 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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