• Intended to provide firmware services proactively for one year to help eliminate the need to purchase unique services multiple times a year. Can help to allow your IT resources to stay focused on their core tasks and priorities
• Reviews and analyzes the currently installed firmware revision level for the HPE product for which these services are purchased
• Intended to provide recommendations for updating firmware to help improve the compatibility and availability of the product within the IT environment
• Intended to install firmware updates at a mutually agreed time, based on the customers selected service options of either on-site or remote
• Service delivered by trained HPE experts, using the latest tools and in accordance with HPE best practices

• Planning and preparation
• Data gathering
• Analysis and report preparation
• Report presentation
• Implementation planning and preparation
• Implementation of firmware updates
• Review meeting
• HPE technology products included (see Table 2)

Maintaining current firmware revisions of HPE products can provide Customers with enhancements and help them avoid known problems. However, determining the correct firmware revisions and evaluating compatibility with other software and hardware within the IT infrastructure can be a complex process. HPE service specialist can also help Customers evaluate the compatibility of certain selected third-party products with the HPE firmware recommendations for which this service is purchased and intends to work with Customers to help determine the appropriate HPE firmware updates needed. Contact HPE for further information regarding the list of selected third-party products that may be evaluated as part of this module.

Firmware updates to HPE Compute products are required periodically and are intended to help prevent issues caused by known problems and provide product enhancements. HPE specialized technical resources can perform these updates, working with Customers to determine scheduling and implementation of them with the goal of helping minimize disruption to their IT environment. Customers must have rightfully acquired the updates to receive these services. Such updates may require an active support agreement, or the Customer may need to purchase them through additional support contracts.

Table 1. Service features

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.

Services will be provided during the contract duration terms and are limited specifically to the provision of Firmware Analysis and Firmware Implementation services for the specific product for which this service is purchased.

Services will be delivered remotely or on-site and will be delivered between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding HPE holidays. After hours are available with additional charge. These services are limited to our recommendations only and are intended to help the Customer identify and evaluate firmware updates and the potential benefits of such updates if implemented. They are based on the information available at the time of the analysis, including the accuracy and completeness of any information provided by the Customer, and such recommendations are limited to the scope of the products covered. These recommendations are provided to help reduce the risk of version compatibility problems but do not eliminate the possibility that such issues may arise.

This service is limited to selected HPE products at a single physical Customer location.

Note that HPE Compute Firmware Service is not available for end-of-service life products, HPE ProLiant Gen7 and Gen8, HPE Edgeline, Nutanix DX, and HPE Integrity servers running customized operating systems.

Unless specified in this document or a separate Statement of Work (SOW), activities such as, but not limited to, the following are excluded from this service:

• Any right to patches, firmware updates, fixes, or other software
• Installation or configuration of any hardware or software products
• Loading, management, migration, or manipulation of the Customer’s production data
• Operational testing of applications or troubleshooting of interconnectivity or compatibility, network compatibility, or other problems
• Any remedial, corrective activity, or configuration changes

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 are excluded, including:

• Installation or configuration of any hardware or software products (unless HPE Synergy Composer migration is specifically added to the service)
• Loading, management, migration, or manipulation of the Customer’s production data
• Operational testing of applications or troubleshooting of interconnectivity, compatibility, network compatibility, or other problems
• Reconfiguration or installation of software drivers or patches to bring the environment into a compatible, supported configuration for the firmware update
• Any upgrade or installation of any remote tools (such as HPE Systems Insight Manager and HPE Insight Remote Support)

The Customer must meet certain prerequisites prior to the beginning of service, including the following:

• The Customer must allow the HPE service specialist to use the appropriate HPE configuration collection tools to gather firmware and software revision information.
• When you buy this service, it will cover one HPE Superdome node or single HPE Synergy frame in a single management ring. For HPE ProLiant, it covers up to five servers.
• A valid support contract that entitles the Customer to firmware access is mandatorily required.

The Customer will:

• Provide remote or on-site access to the devices and allow for service delivery
• Allow HPE full and unrestricted remote or on-site access to all locations where the service is to be performed
• Assign a designated person from the Customer’s staff who, on behalf of the Customer, will grant all approvals, provide information, and otherwise be available to assist HPE in facilitating the delivery of this service during the scheduled delivery days
• Assign or make available knowledgeable resources to provide the information required by HPE during the scheduled delivery days, including any IT staff for presentation of HPE’s findings
• Provide information about any specific known issues that exist in the Customer’s IT environment
• Ensure that all service prerequisites as identified in the “Service eligibility” section have been met
• Adhere to licensing terms and conditions regarding the use of any HPE Services tools used to facilitate the delivery of this service, if applicable
• Provide HPE with timely access to use its data collection tools during the scheduled delivery days
• Provide all required information in a timely manner that supports delivery per the agreed-upon schedule
• Make sure all information provided to HPE is complete, accurate, and up to date
• Make sure all devices connected including HBAs are compatible with the current firmware release
• HPE Compute firmware must be within two revisions of the current firmware revision

HPE reserves the right to reprice this service if the Customer does not schedule and provide subsequent delivery during the contract terms.

Data protection: To the extent HPE processes personal data on the Customer’s behalf in the course providing this service, the HPE Support and Professional Services — HPE Data Privacy and Security Agreement, found at hpe.com/info/customer-privacy.html shall apply.

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 this service is dependent upon the Customer’s full and timely cooperation with HPE, as well as the accuracy and completeness of any information and data the Customer provides HPE.

If Onsite is selected, HPE would require full physical access to devices and location.

Any services provided outside of HPE standard business hours may be subject to additional charges. Travel charges are not included and may apply; consult the local HPE office.

Check with a local HPE authorized representative to find out whether a specific location is eligible for this service. Activities such as, but not limited to, the following are excluded from this service:

• Any services not clearly specified in this document
• 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

The following supplemental term apply to these services and take precedence in the event of any conflict:

• Available for standard remote delivery only; for on-site or other custom needs, work with the HPE Services provider to create an SOW.

This service is structured to be delivered during the purchased contract terms when new firmware patches are released for the products specified by an HPE service specialist during the hours specified. To order HPE Compute Firmware Service, contact an HPE sales representative or authorized HPE reseller. This service is available via redemption of HPE Service Credits or the Customer may purchase the applicable SKUs. See the HPE Service Credits menu technical white paper for more information.

Table 2. Product availability for HPE Compute Firmware Service