Table 1. Service features

Discovery and planning workshop

The discovery and planning workshop is a joint workshop, remotely delivered, between HPE and the Customer to create the initial high-level design of the technology architecture required to deliver the HPE SAM Technology Insights service. The outcomes of the workshop can include:

• Understanding the Customer landscape—server locations
• Firewall and network layout considerations
• Security and authentication requirements/authorizations (for automated data import)
• High-level architecture design
• List of required hardware to support the service
• Deployment options
• List of all potential data sources
• Frequency of environment scanning/data imports
• Reporting profiles
• Timeline and project plan for implementation
• Roles and responsibilities (HPE and Customer)
• RACI/communications matrix
• Implementation plan agreed to by HPE and the Customer

Responsibilities: Table 2 shows the specific HPE and Customer activities that are part of the discovery and planning workshop.

Table 2. Discovery and planning workshop responsibilities

The following service levels apply to the HPE SAM Technology Insights service.

Table 7. Service levels

• Contact an HPE Services specialist within 180 days from order acceptance to schedule and receive the service delivery. 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 the Customer will not be entitled to a refund for the unused services.
• Inform HPE before making any environmental changes that may impact the scope or delivery of the HPE SAM Technology Insights service.
• Provide HPE with the necessary access and network topology for deploying the platform.

• The following exceptions apply to the foregoing description and are not included in the scope:

  • Public cloud servers, for example, Azure, Amazon Web Services, Google™, and more.
  • Devices where an inventory agent cannot be installed for discovery and reporting, such as industrial devices.
  • Devices that cannot provide an inventory from another source, for example, inventory from a mobile device management solution for mobile devices.
• There is no limit to the number of software applications that can be reported. The ability to report on software applications is limited to what is available in the HPE SAM Technology Insights platform, which utilizes Flexera Application Recognition Library.
• Service is provided in the English language.

• Additional devices can be added to the HPE SAM Technology Insights service through the established change management process.
• Custom or in-house developed applications are out of scope.
• The addition of new standard applications and newer versions of applications is provided in line with the Flexera Application Recognition Library updates.
• HPE will determine the locations from where the HPE SAM Technology Insights service (or some portions) will be provided, which may also be outside the country of purchase.
• The HPE personnel utilized to support the HPE SAM Technology Insights service are not exclusive to a specific Customer.
• All deliverables are accepted upon delivery unless otherwise specified.
• Customer acknowledges that HPE’s ability to provide the service is contingent upon the accuracy and completeness of information and data provided by the Customer, as well as their cooperation and timely performance of their obligations. If any such data is found to be inaccurate or incomplete or the Customer fails to perform their obligations, the parties agree to negotiate in good faith equitable changes, which may include, without limitation, changes to the charges to Customer for the HPE SAM Technology Insights service.
• HPE depends on the Customer’s full and timely cooperation with HPE to deliver the service.
• HPE is not responsible for any service activities relating to Customer applications and workloads.
• Access to the HPE SAM Technology Insights platform will be granted to Customers as read-only.
• Customers will be granted roles and privileges within the HPE SAM Technology Insights platform based on the outcome of the discovery and planning workshop.
• To the extent HPE processes personal data on the Customer’s behalf in the course of providing the service, the HPE Support and Professional services—Data Privacy and Security Agreement, found at hpe.com/info/customer-privacy.html shall apply.
• Customers may experience outages in the HPE SAM Technology Insights platform due to scheduled maintenance and/or emergency maintenance defined as follows (collectively excused outages):

  • Scheduled maintenance—means planned interruptions in the HPE SAM Technology Insights platform to update systems. The HPE platform supplier regularly evaluates the website traffic patterns to determine low usage times to perform scheduled maintenance. Scheduled maintenance of two hours or less will be conducted from Monday through Thursday between 5:00 p.m. and 5:00 a.m., or between 6:00 a.m. Saturday and 12:00 p.m. Sunday; scheduled maintenance that exceeds two hours will be conducted between 6:00 a.m. Saturday and 12:00 p.m. Sunday.
• The times listed are PST for Customers in the United States and CET for Customers located outside of the United States. The supplier will not perform scheduled maintenance on the last two business days of any calendar month.
• For scheduled maintenance of two hours or less, the HPE platform supplier will notify Customers no later than 48 hours before the scheduled maintenance. For scheduled maintenance of more than two hours the HPE platform supplier will notify Customers no later than 120 hours before the maintenance. Notice for the purpose of this section may be a message placed on the login page of the HPE SAM Technology Insights platform website.

  • Emergency maintenance—refers to the HPE platform supplier’s efforts to correct network or security conditions that may cause service outages or severe network performance degradation impacting multiple Customers and requiring immediate action. Emergency maintenance may degrade the quality of service, including possible outages. The platform supplier will notify Customers with as much advance notice as possible before performing emergency maintenance.
  • The HPE platform supplier performs incremental backups six (6) days per week and full backups one (1) day per week. The copies of backups will be stored off-site in a secure facility.
  • Except as expressly permitted by HPE, Customer shall not provide or allow access to the platform to any third-party Customer.

This service is available and orderable with the following SKUs. Each base SKU covers 500 devices, and each extension SKU covers 500 additional devices.