User Manual

Data sheet
Page 11
Table 3. Reactive features continued
Feature or service Delivery specifications
Default hardware reactive support features
Onsite hardware
support
For hardware incidents that cannot, in Hewlett Packard Enterprise's judgment, be resolved remotely, a Hewlett Packard Enterprise authorized
representative will provide onsite technical support on covered hardware products to return them to operating condition. For certain products, HPE may,
at its sole discretion, elect to replace such products in lieu of repairing them. Replacement products are new or functionally equivalent to new in
performance. Replaced products become the property of HPE.
Once a Hewlett Packard Enterprise authorized representative arrives at the Customer's site, the representative will continue to deliver the service, either
onsite or remotely, at the discretion of HPE, until the products are repaired. Work may be temporarily suspended if parts or additional resources are
required, but work will resume when they become available.
Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has been replaced.
'Fix-on-Failure': In addition, at the time of onsite technical support delivery, HPE may:
•
Install available engineering improvements for covered hardware products to help the Customer ensure proper operation of the hardware products
and maintain compatibility with HPE-supplied hardware replacement parts
•
Install available firmware updates defined by HPE as non-customer installable for covered hardware products, that, in the opinion of HPE, are required
to return the covered product to operating condition or to maintain supportability by HPE
'Fix-on-Request': In addition, at the Customer's request, HPE will install during coverage hours critical firmware updates defined by HPE as non-customer
installable for covered hardware products. Critical firmware updates are firmware updates recommended by the HPE product division for immediate
installation.
Notwithstanding anything to the contrary in this document or HPE's current standard sales terms, HPE will, for select enterprise storage arrays and
enterprise tape products, cover and replace defective or depleted batteries that are critical to the proper operation of the covered product.
Default hardware
support onsite
response time: 4-hour,
24x7
The default hardware support onsite response time for HPE Proactive 24 Service is 4 hours with a 24x7 coverage window. For incidents with covered
hardware that cannot be resolved remotely, a Hewlett Packard Enterprise authorized representative will arrive at the Customer's site to begin hardware
maintenance service within 4 hours after the service request has been acknowledged and logged by HPE, as specified in "Service prerequisites".
Replacement parts and
materials
Hewlett Packard Enterprise will provide HPE-supported replacement parts and materials necessary to maintain the covered hardware product in
operating condition, including parts and materials for available engineering improvements required by HPE to assure supportability of the product.
Replacement parts provided by HPE shall be new or functionally equivalent to new in performance. Replaced parts become the property of HPE.
Customers who wish to retain, degauss, or otherwise physically destroy replaced parts will be billed and required to pay the list price for the replacement
part.
Supplies and consumable parts are not supported and will not be provided as part of this service; standard warranty terms and conditions apply to
supplies and consumable parts. The repair or replacement of any supplies or consumables is the responsibility of the Customer. Some exceptions may
apply; contact Hewlett Packard Enterprise for more information. If a consumable part is eligible for coverage, as determined by HPE, call-to-repair time
commitments and onsite response times do not apply to repair or replacement of the covered consumable part.
Maximum supported lifetime/maximum usage: Parts and components that have reached their maximum supported lifetime and/or the maximum
usage limit as set forth in the manufacturer's operating manual, product QuickSpecs, or the technical product data sheet will not be provided, repaired, or
replaced as part of this service.
Work to completion Once a Hewlett Packard Enterprise authorized representative arrives at the Customer's site, the representative will continue to deliver the service, either
onsite or remotely, at the discretion of HPE, until the products are repaired. Work may be temporarily suspended if additional parts or resources are
required, but work will resume when they become available.
Work to completion applies to onsite response time hardware service levels only.
Repair is considered complete upon HPE verification that the hardware malfunction has been corrected or that the hardware has been replaced.
Default software reactive support features
Software support Once a software problem is logged, a Hewlett Packard Enterprise Solution Center engineer will respond to the call within two hours. Calls received and
answered outside the service coverage window will be logged the next day for which the Customer has a service coverage window (may vary by
geographic location). HPE provides corrective support to resolve identifiable and customer-reproducible software product problems. HPE also provides
support to help the Customer identify problems that are difficult to reproduce. In addition, the Customer receives assistance in troubleshooting problems
and determining configuration parameters for supported configurations.
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.