Table 1. Service features

The Customer will:

• Assign a designated person to participate in the service planning meeting and follow-on service activity
• 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 and functional within the Customers’ backup environment. 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. The designated primary contact 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 required
• Provide a suitable work area for delivery of the service; including a flat, sturdy, static-safe work surface and access to an outside telephone line, power, and any network connections required
• Allow HPE full and unrestricted network access to all locations 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 HPE, on request, any information that HPE may reasonably request about the implementation 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
• Deploy path failover SAN cabling and configure the attached hosts and SAN switches
• Be responsible for all data backup and restore operations

This service does not include any installation and startup activities related to the HPE StoreEver MSL tape library base or expansion modules. If the customer wants to install or expand their library, they must purchase the installation and startup service (HA114A1#5UF or U8E81E) for the HPE StoreEver MSL3040 or HPE StoreEver MSL6480 Expansion Module Tape Library.

Unless specified in this document, activities such as, but not limited to, the following are excluded from this service:

• Site inspection activities such as a comprehensive analysis of the Customer facility’s power, cooling and humidity, airborne contaminant, and vibration levels and determination of whether the data center’s raised floor has the sufficient structural capacity to accommodate the weight of the tape library to be installed
• Configuration of multisubnet or VLAN environments (multisubnet and VLAN configurations are supported; however, configuring such environments is outside the scope of this service)
• Resolution of nonlibrary or autoloader hardware-related problems encountered during the verification testing process
• Design, installation, configuration, or testing of the Customer’s backup solution
• Backup, restoration, or migration of data
• Extensive racking, re-racking, or cabling activities involving conduits, raceways, patch panels, and movement or configuration of computer room floor panels
• Service deployment on hardware not covered by an HPE warranty or HPE support agreement
• Services required due to causes external to the HPE maintained hardware or software
• 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 third-party personnel to install, repair, maintain, or modify hardware, firmware, or software
• Installation or configuration of any hardware or software products external to the library or autoloader including, but not limited to, servers, host operating systems, host bus adapters, and enterprise backup software
• Verification that every server and/or storage device in the Customer’s environment is present and configured in the management software
• Any services not clearly specified in this document

• This service is available for customers who already have purchased HPE StoreEver MSL3040 Tape Library Base Module (Q6Q62A or Q6Q62B) and would like to upgrade by adding the HPE StoreEver MSL3040 48U Spooling Kit (S0D78A).
• It is the Customer’s responsibility to supply a server for the installation of any applicable management software and to ensure that it is fully supported.
• The Customer must have purchased all appropriate hardware (tape library, drives, cables, upgrade kit, and such).
• The Customer needs to have applied for, and obtained/validated, the required license keys through the relevant systems. HPE will provide the Customer with assistance if required.
• The Customer must provide a suitable physical operating environment for the library or autoloader product, including implementation of any power, cooling, and other environmental requirements.
• The overall tape solution must be a supported configuration, as defined by HPE.
• The Customer’s existing SAN environment must be fully operational and be in a supported configuration, as defined in the HPE SAN design guide.
• HPE always recommends using the latest library and drive firmware. Library firmware 3310 (or higher) is the minimum required version to support this upgrade process.
• Requirements for HPE StoreEver MSL tape libraries and tape autoloaders are provided in a set of specification documents. These documents are available under the “Specifications” link on the home page for each product and are located at hpe.com/storage/tape.

Note: If the above prerequisites are not initially satisfied, HPE can, through additional purchased services, work with the Customer to verify that all prerequisites have been met.

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.

• Any documentation provided as part of the service will be provided in Microsoft Office format.
• HPE resource time is dependent upon the Customer’s compliance with required prerequisites and participation.
• Services will be performed during local HPE standard business hours and days, excluding HPE holidays, unless otherwise agreed by HPE in writing. Any services provided outside of HPE standard business hours may be subject to additional charges.
• HPE 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 the Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of information and data the Customer provides to HPE.
• Upon receipt of an acceptable order, HPE will contact the Customer within seven business days to organize a mutually agreed service delivery date.
• Customer must schedule and receive delivery of these services within 180 days from order acceptance. 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 the Customer will not be entitled to a refund for the unused services.
• The service is delivered remotely or on-site at HPE’s discretion.
• Travel charges may apply; consult the local office.
• 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.
• 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 third-party personnel to install, repair, maintain, or modify hardware, firmware, or software
  • Service required due to causes external to the HPE maintained hardware or software
  • This data sheet is governed by the HPE’s current standard sales terms, which include the supplemental data sheet or, if applicable, the Customer’s purchase agreement with HPE
  • Any services not clearly specified in this document

HPE Services descriptions for HPE Installation and Startup services can be located under the “Service and Support” section of each tape library product’s QuickSpecs document. Locate the product to be installed at hpe.com/storage/tape.

Order HPE StoreEver MSL3040 48U Spooling Kit SKU S0D78A

Order HPE StoreEver MSL3040 Tape Library Spooler Upgrade Startup service by referencing the following HPE Services product numbers:

• HA114A1#V18 (Flexible Support Service), H30JFE (Fixed Support Service)

For tape library installation and startup services, order HPE StoreEver MSL installation and startup services by referencing the following HPE Services product numbers:

• HA114A1#5UE (Flexible Support Service); U8E80E (Fixed Support Service) for an HPE StoreEver MSL3040 or an MSL6480 Tape Library Base Module
• HA114A1#5UF (Flexible Support Service); U8E81E (Fixed Support Service) for an HPE StoreEver MSL3040 or MSL6480 Tape Library Expansion Module

If additional service activities are required to install or implement the configuration requested by the Customer, consult an HPE Services representative to scope the activity. The appropriate quantity of the following service SKUs can then be applied to address the additional scope of service:

• HPE Startup Storage Addl 1/2 Day SVC: HA124A1#5B2 (Flexible Support Service); UU094E (Fixed Support Service)
• HPE Startup Storage Addl One Day SVC: HA124A1#5B1 (Flexible Support Service); UU093E (Fixed Support Service)