HPE Services support for Microsoft Azure as a cloud solution provider

HPE Contractual Support Services

Service overview

This data sheet describes the HPE Services support for Microsoft Azure and Office 365 (O365) / Microsoft 365 (M365) in Microsoft’s public cloud. The services include standard 24x7 support for technical problems. If Hewlett Packard Enterprise is the Customer’s cloud solution provider (CSP), the services also include assistance for setup and usage. Customers can choose between two levels of support within the HPE Services support for Microsoft Azure and public cloud services: HPE Tech Care Service support or HPE Complete Care Service support for Microsoft Azure (and O365/M365). For both support levels, Customer’s point of contact is HPE Services support worldwide and HPE will contact Microsoft support for further assistance as needed.


When HPE is the provider of Microsoft cloud services as a CSP, Customers get onboarded into Microsoft cloud by HPE administrative teams as required and get services provisioned by HPE for Azure usage and O365/M365 licensing. HPE also provides the usage and cost reporting to the Customer and performs the billing of services and support.


A mutually agreed-upon Statement of Work (SOW) details the support level chosen by the Customer and HPE’s role as a CSP as applicable.

  • Service benefits

    • Services can be sold stand-alone, or it can be linked as part of a hybrid cloud solution such as HPE GreenLake for Microsoft Azure Stack HCI or HPE Solutions for Microsoft Azure Stack HCI.
    • When sold as part of a hybrid cloud solution, HPE intends to provide the Customer with consolidated support for their on-premises hardware as well as their Azure public cloud services.
    • The HPE Services support for Microsoft Azure and O365/M365 in Microsoft’s public cloud can also be included within HPE GreenLake.

  • Service feature highlights

    • Standard 24x7 support is provided for technical problems.
    • When HPE is the Customer’s CSP, HPE provides usage reporting.

  • Specifications

    Table 1. Service features

Feature

Delivery specifications

HPE Tech Care Service support for Microsoft Azure (and O365/M365)
  • Remote support service levels based on HPE Tech Care Service Essential including 15-minute call back for severity 1 incidents; 1 hour for severity 2 and 3; and where available, direct phone access to product specialists without the need for a call back (all severities) See the HPE Tech Care Service—Support services data sheet for more information.
  • Reactive technical support when Microsoft cloud service is not operating according to Microsoft’s specifications.

HPE Complete Care Service support for Microsoft Azure (and O365/M365)
  • HPE Complete Care Service provides comprehensive reactive and proactive support for covered products in a Customer’s defined IT environment. See the HPE Complete Care Service—HPE Contractual Support Service data sheet for more information.
  • Ordered as a stand-alone support contract, as part of a larger HPE Complete Care Service support contract, or within HPE GreenLake.
  • Includes:
    • Enhanced incident management (EIM)
    • Service relationship management (SRM)
    • HPE Tech Care Service

  • Coverage

    • HPE supports all CSP-enabled Microsoft Azure services, with limitations on third-party marketplace offerings.
    • HPE supports all Microsoft O365 / M365 cloud services, with the exception of Microsoft Dynamics services, either on-premises or in the cloud.

  • Customer responsibilities

    The Customer will:

    • Estimate their monthly Azure and O365/M365 usage and licensing and provide HPE with their 12 months forecast of these costs to enable HPE billing and invoicing.
    • Ensure that all service prerequisites have been met.

  • Service limitations

    • 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 or within the SOW.
    • Services do not include network design, consulting, integration, or configuration services.
    • HPE is not responsible for the performance or nonperformance of third-party vendors, their products, or their support services.
    • HPE will not operate cloud services on behalf of the Customer within the scope of HPE Tech Care Service or HPE Complete Care Service support.

  • Service eligibility

    Customers are eligible for the delivery of this service if they meet the following prerequisite:

    • Customer is required to have the expertise to create and operate Azure and cloud services in a self-sufficient manner.

  • General provisions

    • 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.

  • Ordering information

    • Customer, working with their HPE sales representative, will sign an SOW covering the scope of services and sign a blanket purchase order based on their estimated usage.
    • HPE will invoice the Customer one month in arrears for their Azure cloud usage and support. HPE support for Microsoft Azure and O365/M365 is priced based on the Customer’s Azure and cloud services usage and billed together with the license fee.

Learn more at

Hpe.com/services/support

© 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.

Azure, Microsoft, Office 365, and Microsoft Dynamics are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All third-party marks are property of their respective owners.

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