Data sheet
HPE Tech Care Service
Addendum for 6- and 7-year support
Table of Contents
Service overview
This addendum to the HPE Tech Care Service data sheet describes HPE Tech Care Service when purchased for durations of 6 and/or 7 years on eligible HPE products. The purpose of this document is to identify the potential differences in service deliverables that may occur as a result of a product reaching discontinuance and no longer actively being sold during the purchased support period. All other service definitions remain as described within the HPE Tech Care Service data sheet.
Table 1. Applicable service limitations
| HPE Tech Care Service—service-level options | The 6- and/or 7-year support on eligible HPE products is only available with HPE Tech Care Basic or Essential. This service is not available with HPE Tech Care Critical. |
| Firmware updates for selected products | HPE will only provide firmware updates for limited period from the date of HPE product discontinuance for eligible products under this support offering that may not align to the last day of support. Therefore, any provision of firmware updates under this offer is limited to the previously mentioned for any discontinued products or products that reach discontinuance during the applicable support coverage period. Hewlett Packard Enterprise retains the right to determine the final resolution of all service requests. |
| Third-party products | For HPE-branded options, access to updates is subject to the original manufacturer availability. |
| Product option coverage limitations | This service provides coverage on eligible HPE hardware products, supported by HPE, and the 6 and/or 7 years HPE Tech Care Service has been included with the hardware purchase. Note: Not all products or service levels are covered under the 6- and 7-year durations. Contact a local HPE sales office or HPE sales representative for further information. |
| Replacement parts and materials | HPE will make a reasonable effort to provide HPE supported parts and materials necessary to maintain the covered hardware product in operating condition until such time as available parts inventory is exhausted. Replacement parts are new or functionally equivalent to new in performance. Replaced parts become the property of HPE unless Defective Media Retention (DMR) is purchased, as identified in the HPE Tech Care Service data sheet. |
| Work to completion | In HPE’s judgment, HPE may provide on-site technical support. Once an HPE authorized representative arrives at the Customer’s site, the representative will continue to deliver the service, either on-site or remotely, at the discretion of HPE, until the products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available. On-site response times will be delayed, and any service levels identified in the HPE Tech Care Service data sheet will no longer be applicable, if remote diagnosis has identified a specific part required for the repair of the product and that part is not readily available. |
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As referenced within the HPE Tech Care Service data sheet, for replacement parts and components that are discontinued, an upgrade may be required. Upgrades for discontinued parts or components may in some cases result in additional charges to the Customer. HPE will work with the Customer to recommend a replacement. Not all components will have available replacements in all countries due to local support capabilities.
Availability of service features and service levels may vary according to local resources and may be restricted to eligible products and geographic locations. To obtain further information, contact a local HPE sales office or representative.
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See the HPE Tech Care Service data sheet for more information on HPE Tech Care Service
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