HPE Complete Care Service — Assigned Technology Specialist
HPE Services — Packaged Support Services
Service overview
This addendum to the HPE Complete Care Service Starter Pack data sheet or HPE Complete Care Service data sheet, as applicable, describes HPE Complete Care Service — Assigned Technology Specialist (ATS), an optional service feature of HPE Complete Care Service.
This optional service feature is designed to differentiate and elevate the HPE Complete Care Service support experience by providing a focused expert service to help the Customer manage, plan, and operate their HPE technology platform.
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- Assigned expertise: An HPE technology specialist is assigned to the Customer and is part of the overall HPE Complete Care Service account team.
- Trusted and informed advisor: Customers have planning and strategic discussions with the ATS who has an in-depth understanding of the HPE technology and how it is used in the overall HPE landscape of combined solutions under HPE Complete Care Service support. Customers can establish an ongoing trusted relationship for in-scope matters related to HPE in the supported environment.
- Knowledge sharing: Customers can enhance their technical capabilities and experience by working with an ATS who has in-depth technical knowledge of HPE technology.
- Staying ahead of what’s next: As part of the assessment and improvement planning reviews, Customers can plan for future changes to the HPE infrastructure or related operations. For example, lifecycle events such as patching, upgrades, or migration.
| Feature | Delivery specifications |
|---|---|
| Assigned remote technology specialist from HPE | This service feature includes access to an assigned remote HPE technology specialist with expert knowledge of HPE technology who provides these in-scope service features designed to help Customers avoid problems and accelerate time to value. The ATS works closely with other members of the assigned account team of HPE Complete Care Service. The service is delivered remotely. |
| Initial platform profiling | The ATS creates and documents a profile specific to the infrastructure supported by the HPE Complete Care Service. Working with the Customer, the ATS also provides an initial assessment to document the current supported HPE Complete Care Service environment topology, Customer skills on HPE infrastructure, and existing processes, as well as Customer-specific business objectives specific to the supported HPE Complete Care Service infrastructure. The initial assessment may include HPE recommendations intended to help identify potential improvement opportunities for future consideration by the Customer. These services are aligned with the overall HPE Complete Care Service account management activities. Any implementation of HPE recommendations is outside the scope of this service feature. |
| Assessment and improvement planning reviews | Under this service feature, the ATS and Customer review and update the initial profile and assessment, typically on a quarterly basis. The frequency can be adjusted based on the Customer’s needs for an additional charge. As part of these operational reviews, HPE may make recommendations and/or identify potential issues in areas such as configuration matters, operational process deficiencies, and skill gaps for the consideration of the Customer. The output of each operational review performed by HPE is documented, and the Customer profile is updated as required. Any suggested HPE improvement or remediation activities provided as part of the output may be further reviewed in the enhanced advice and guidance sessions. Any implementation of HPE improvement or remediation activities is outside the scope of this service feature. |
| Enhanced incident support | This service feature provides the Customer with enhanced engagement for HPE based incident activities. The ATS provides this enhanced incident support through focused attention to the Customer’s incidents. More specifically, the ATS is notified of all Customer support cases and actively engages in complex support incidents acting as the triage team lead for complex issue resolution and engaging the technical escalation manager, if needed. The trend analysis and recommendations feature of this enhanced incident support provides a review of Customer support incidents to help identify issues and may include potential recommendations. The information can be used by the Customer for status meetings to help analyze trends and offer improvement recommendations. These services are aligned with the overall HPE Complete Care Service account management activities. Any implementation of HPE recommendations is outside the scope of this service feature. |
| Enhanced advice and guidance | This service feature consists of regular strategic and operational reviews with the ATS, subject to the minimum number of sessions as described in the following. During these reviews, various topics specific to HPE may be discussed to HPE infrastructure supported by HPE Complete Care Service. These include practical guidance related to potential improvement recommendations, connectivity, configuration, interoperability, capacity planning, cost optimization, workload planning, upgrade planning, and backup and recovery to security features. Number of sessions: A minimum of four sessions per annum are required as part of the initial service scope and may be increased for an additional charge based on Customer’s requirements. Session schedule: The Customer is required to schedule sessions with the ATS to discuss any of the in-scope topics described previously. Session duration: Each session will not exceed two hours in length. If the topic requires additional time, then HPE advises the Customer of the time required and allocates it accordingly. This is if enough sessions are available, or the Customer may increase the number of sessions through the change management process. |
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HPE Complete Care Service — ATS has Customer responsibilities that include but are not limited to the following:
- Customer will notify the ATS and ASM of changes to the supported HPE Complete Care Service infrastructure in a timely manner.
- Customer is responsible for the collection and provision of any Customer-owned data that may be required by the ATS for the development of advice, guidance, or recommendation specific to the Customer’s HPE environment.
- HPE Complete Care Service — ATS is an optional extension of HPE Complete Care Service. Customer is required to have HPE Complete Care Service standard or basic support coverage on the HPE technology.
- Customer will contact HPE within 180 days from order acceptance to schedule and receive the delivery of the service. HPE reserves the right to reprice services not scheduled and delivered within 180 days. Orders for services will expire after 365 days (one 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.
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- All services are delivered remotely.
HPE Complete Care Service — ATS has limitations and exclusions that include but are not limited to the following:
- Product eligibility varies. Contact a local HPE sales office or HPE sales representative for information on product eligibility.
- Customer may be assigned multiple ATS to provide support on multiple technologies.
- Customer acknowledges and agrees that HPE may use resources outside the country of purchase for delivery of these services.
- Delivery of these services may be limited to English language only.
- HPE is not responsible for the performance or nonperformance of third-party vendors, their products, or their support services.
- Services do not include network design, consulting, integration, and configuration services.
- Services do not include out-tasking services such as day-to-day system administration.
- HPE Complete Care Service — ATS availability is from Monday to Friday, local business hours. HPE holidays are excluded.
- To the extent HPE processes personal data on the Customer’s behalf in the course of providing this service, the HPE Support and Professional Services — Data Privacy and Security Agreement shall apply.
- If any HPE Complete Care Service — ATS service coverage terms extend past the term of the HPE Complete Care Service SOW or starter pack service, and the SOW or starter pack service is not renewed under the HPE Complete Care Service coverage prior to expiration, then the HPE Complete Care Service — ATS service will cease upon termination of the HPE Complete Care Service SOW or starter pack service. No refunds will be provided for the HPE Complete Care Service — ATS service as a result of nonrenewal of the SOW or starter pack service.
| SKU | Description |
|---|---|
| H39DJAC | HPE CC SB ATS Compute Base SVC |
| H39DJA3 | HPE 3Y CC SB ATS Compute Base SVC |
| H39DJA4 | HPE 4Y CC SB ATS Compute Base SVC |
| H39DJA5 | HPE 5Y CC SB ATS Compute Base SVC |
| H39DKAC | HPE CC SB ATS Compute Ext SVC |
| H39DKA3 | HPE 3Y CC SB ATS Compute Ext SVC |
| H39DKA4 | HPE 4Y CC SB ATS Compute Ext SVC |
| H39DKA5 | HPE 5Y CC SB ATS Compute Ext SVC |
Table 3. ATS — HPE storage
| SKU | Description |
|---|---|
| H39DLAC | HPE CC SB ATS Storage Base SVC |
| H39DLA3 | HPE 3Y CC SB ATS Storage Base SVC |
| H39DLA4 | HPE 4Y CC SB ATS Storage Base SVC |
| H39DLA5 | HPE 5Y CC SB ATS Storage Base SVC |
| H39DMAC | HPE CC SB ATS Storage Ext SVC |
| H39DMA3 | HPE 3Y CC SB ATS Storage Ext SVC |
| H39DMA4 | HPE 4Y CC SB ATS Storage Ext SVC |
| H39DMA5 | HPE 5Y CC SB ATS Storage Ext SVC |
Table 4. ATS — HPE high performance computing
| SKU | Description |
|---|---|
| H39DNAC | HPE CC SB ATS HPC Base SVC |
| H39DNA3 | HPE 3Y CC SB ATS HPC Base SVC |
| H39DNA4 | HPE 4Y CC SB ATS HPC Base SVC |
| H39DNA5 | HPE 5Y CC SB ATS HPC Base SVC |
| H39DPAC | HPE CC SB ATS HPC Ext SVC |
| H39DPA3 | HPE 3Y CC SB ATS HPC Ext SVC |
| H39DPA4 | HPE 4Y CC SB ATS HPC Ext SVC |
| H39DPA5 | HPE 5Y CC SB ATS HPC Ext SVC |
Table 5. Solution block sizing
| | HPE compute | HPE storage | HPE high performance computing |
|---|---|---|---|
| Base SKU | 120 compute nodes | 6 arrays | 60 units |
| Extension SKU | 120 compute nodes | 6 arrays | 60 units |
| Maximum covered by solution block | 1200 compute nodes | 60 arrays | 600 units |
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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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